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FAQ's

Frequently Asked Questions

Registering an account on our website will let us offer you an easy yet superior shopping experience. With your online account set up, you will be able to:

   • Buy tools and machinery securely online at any time of the day or night!
   • Track outstanding orders and browse your order history
   • Store and update your personal details including multiple delivery addresses
   • Save individual products or complete baskets until you're ready to order

There are various reasons why you may not be able to sign in:

   • You're entering your email address incorrectly
   • You're entering your password incorrectly
   • You've bought from our stores or catalogue before but not via our website

Entering your email address incorrectly:
Check the spelling carefully and try again, it must match the address you originally registered with.

Entering your password incorrectly:

Check the spelling carefully and try again, it must match the password you originally registered with, passwords are case sensitive. If you have forgotten your password, use the Forgotten Password link under the Returning Customer option.

You've bought from our stores or catalogue before but not via our website:
Even as an existing customer you will need to register an online account under the New Online Customer option. You will already have an Gayways customer number (you'll find it on old invoices), entering this if you know it will make registration even easier.

You only have a subscription to our Newsletter, not a full online account:
If you receive our regular Newsletter special offer mailings you may have only entered your email address to subscribe rather than registering a full online account with a password and your personal details. If this is the case, you will need to register an online account under the New Online Customer option.

If you've changed your name or email address, there's no need to register a new account, just update your existing one:

   • Sign in to your account, the Personal Details page will be shown
   • Click Edit my Details
   • Under Personal Information, update your details as required
   • Enter your current password then click Update Details to save the updates

Check whether you are entering your details as they appear on the card, and that your Verified by Visa or MasterCard SecureCode password is correct.

There are various other reasons why your card may be declined including:
   • Lack of funds
   • A temporary bank error
   • Your card may not be authorized for use online

Unfortunately, we are unable to provide you with a specific reason and you will need to contact your card-issuing bank directly for more information.

If you continue to experience difficulties while ordering online, please call our sales team on 020 8908 4744 that will be available to take your order via phone.

 If you would prefer to talk to someone, we're only an email or phone call away!

 Add an item to your shopping basket as normal (the majority of items are available for Buy Online & Collect In- Store, those that aren't are highlighted in your shopping basket)

 At the checkout select Collect In-Store'

 Select how you will like to receive the items, either boxed (not assembled) or Fully Built & Tested. Note (Fully Built & Tested will incur additional labour charge).

 Enter your details and complete the secure online payment

 Print the confirmation page or make a note of your order number

 We'll send you an email confirming this order

 We'll email you when your order is ready to collect

 Bring your order confirmation page to the store you have chosen and collect your parcel. If you don't have your order confirmation please bring your order number and a suitable form of photo ID

Verified by VISA / MasterCard SecureCode is an easy and secure online payment method which increases the security of any online purchase that you make.

The service protects you against any unauthorized purchases from your Credit / Debit card even before it happens.  To use this, all you need to do is confirm your identity with a unique password for every online purchase.

The authenticity of the online store can be reassured due to a personal assurance message.

Why Verified by VISA (VBV) / MasterCard SecureCode?

Enjoy enhanced security:

  • Prevent misuse of your Credit/ Debit Card
  • Transaction gets authorized only after authenticating your account every time

How does it work?

A very simple process:

  • Select the goods and services from our site
  • Enter your Bank Visa/MasterCard Card number
  • Confirm your personal message
  • Enter your password

If you have ordered an item with us, then we have a 2 week holding period from the moment stock is available for you to collect. If an item has to be ordered in, then the holding period does not commence until said item(s) have come into store.

If for any reason you cannot collect your item(s) before 2 weeks then please notify us over the phone or email quoting your order reference and we can keep it aside out of the companies good gesture.

There will be a £10 charge per day after the 2 week period if the item has not been collected and must be paid before the release of goods.

If for any reason you do decide that you do not want the product there are 3 possibilities for refunds.

1.        If the item was collected from us or delivered in a box then you will be charged a 15% restocking fee with the remaining amount refunded.

2.        If the item was picked up fully assembled and tested, then there will be a restocking fee of 25% with the remaining amount refunded.

3.        If you decide on an alternative product then a 10% restocking fee will be applied with the remaining either going towards a new product or refunded.

When coming to collect an order from us, a copy of the order confirmation or invoice as well as a "ready to collect" text message will be sufficient however if you only have the order number for an order then we will need to see some form of identification. (Photo identification such as a driving license, passport, bus pass etc.)

If you cannot collect the item yourself and a nominated person is coming, then they must have the same information at hand or over the phone verification from the recipient. The nominated person will also be asked to sign for the item.

Delivery outside of the UK is a special request and we cannot always guarantee that we can however we can arrange for products to be shipped depending on the countries location.

There will be extra charges involved with sending items overseas and this can be arranged by email or calling our sales team on 020 8908 4744 or sales@gaywaysltd.co.uk