1. How do I register?

2. How do I search for products?

3. Are all products available to buy online?

4. What is Your Online Pricing Policy?

5. How can I see my specific institute pricing?

6. Do your prices include VAT?

7. What are my options for making a payment?

8. There has been a problem with my Credit Card Processing. What should I do?

9. Can I amend or add to my order once it has been completed and confirmed?

10. Can I cancel my order?

11. How do I see a history of my orders?

12. Can I create a list of Favourites/ Frequently Ordered Items

13. I have a shopping list of part numbers I wish to buy. What’s the quickest way to do this?

 

If You Need More Help - Please Contact Us

 

1. How do I register?

When you visit the Homepage you will see a link near the top of the page that says Log in/Register. If you follow that link, you will be prompted to enter and confirm your email address (this should be an address that is unique to you). You will also be asked to choose a password.
We will then collect some delivery and invoice information to help set you up for online ordering. You will be able to place your order straight away but at this point will not see any institute specific pricing online. After your first order has been processed, all this information will become available the next time you login.

For security purposes online registration can only accept one Company name at both an invoice and delivery address (although the addresses can be different, the Company name remains the same). If your circumstances require a different Company name at the Ship to address than the Invoice address, please add this to the special instructions eg. ‘Please ship to Company Name XYZ’ in your order.

NB. We do accept online orders on a 30 day invoice payment option. However, if during processing of your order we find that the company account details provided are not already set up with us and no credit status has been verified, we reserve the right to request credit card payment before despatch of goods. We will contact you if this is the case.

 

2. How do I search for products?

There are several ways to navigate the website and find the items you need.

Category Search
Our online catalogue has been designed to help guide you through our product options and find what you specifically require. Use the horizontal tabs at the top of the page and select the category of product that interests you, for example, "Filtration". Click on that heading and more specific categories will appear. A few more clicks will help further define the product you are looking for until a list of individual products appears.
Within the category you want, you can look at the menu on the left-hand side of the page and filter products by price, brand, style of product, and so on, depending on the category you've selected.

Keyword Search
You can use the search box in the top right hand corner and type in keywords that relate to your product, like "syringe filter" or "ferrule",etc.
Some words may bring a lot of matches so to produce more helpful and precise search results, try adding in an extra word or two. For example, "high pressure ferrule".

Catalogue Number Search
The search box will also recognise our catalogue numbers (or the first part of a catalogue number). If you are familiar with our product codes or have consulted a printed catalogue enter the product's catalogue number into the search bar at the top right part of the page. This will take you directly to the product details page you want. You can also find a product's catalogue number on our leaflets and posters.

 

3. Are all products available to buy online?

Not all our products are available to buy online, but our website does have the most popular ranges all with the most up to date prices and promotions.
If you are struggling to find a particular product please call us on +44 (0)845 5196872 for assistance. We may be able to add the item to our online catalogue for you.

 

4. What is Your Online Pricing Policy?

The website will always give you the best price currently available dependent on the conditions met in your order- this will either be: list price, contract price, current web offer price or volume discount price – whatever is the lowest.
Online promotion prices are only valid for orders placed directly on www.gilsonuk.com They are only valid on the day they are displayed and can be withdrawn at any time.

 

5. How can I see my specific institute pricing?

When you log in to www.gilsonuk.com as a fully registered user whose account has been assigned to the registration, you will see the prices available to your institution based on any current contract discounts that are in place.
To check if your account has been assigned to your registration, log-in and go to:

My Account
My Profile
Company Account Details

The yellow box will explain the status of your account. Please contact us if your account is not yet assigned and you would like it to be set up.

 

6. Do your prices include VAT?

All our list prices exclude VAT which is applied during the checkout process. If you are eligible for VAT exemption this can be declared during checkout and the VAT will be removed. You will be required to give your VAT registration number. You will also need to fax a copy of your VAT exemption certificate to +44 (0)845 5196874 unless you have previously supplied an annual VAT exemption certificate.

 

7. What are my options for making a payment?

You can pay with Mastercard, Visa Credit Card, Maestro, Switch or Delta debit card or Solo card,
We also accept orders on a 30 day invoice payment term for customers who already have an established account with us.

 

8. There has been a problem with my Credit Card Processing. What should I do?

The website will feedback any messaging from your bank if there has been a problem with processing your credit card payment.
The most common error codes received are:

 

Error Code	Name	Reason
3	Timeout	A timeout occurred while we were reading the transaction details.
7	Not authorised	Transaction declined by the bank
21	Invalid card type	This terminal does not accept transactions for this type of card (e.g. Diner's Club, American Express)
23	Expiry date invalid	The expiry dates should be specified as MM/YY or MM-YY
24	Card has already expired	The supplied expiry date is in the past.
25	Card number invalid	The card number does not pass the standard Luhn checksum test.
26	Card number wrong length	The card number does not have the expected number of digits.
28	Start date error	The start date was missing or malformed (must be MM/YY)
29	Card is not valid yet	The supplied start date is in the future
30	Start date after expiry date
56	Speed Limit	Card used too recently (sometimes occurs if an error is made and then re-tried again very quickly)

 

 

9. Can I amend or add to my existing order?

Adding to my order
Unfortunately you cannot add new items to a confirmed order after the checkout stage, you will need to place a new order instead.
Amending my delivery details
In order to meet our delivery promises, it is normally not possible to amend your order, particularly for next day delivery items.
Most of our ‘In Stock’ items will ship the same day so please contact us immediately if you need to change your delivery details and we will do our best to try to amend your delivery. Please contact Customer Services on +44 (0)845 5196872.

 

10. Can I cancel my order?

If you do need to cancel an order, please contact Customer Services on +44 (0)845 5196874 as soon as possible. However, as most of our ‘In Stock’ items will ship the same day it is not always possible to stop a delivery and a restocking fee may be incurred for the order cancellation.

 

11. How do I see a history of my orders?

When you are signed into your online account click on the "My Account" link and go to “My Order”. This will allow you to review any of your online orders with us as well as update your account details.
From here you can also re-enter and amend any of these orders.

 

12. Can I create a list of Favourites/ Frequently Ordered Items

This is managed within My Account when you are logged in. We start creating a list automatically for you from your order history and you can also manually add extra items yourself. By listing the catalogue numbers.

 

13. I have a shopping list of part numbers I wish to buy. What’s the quickest way to do this?

Login and use Multibuy – use the link just below Express Buy or access via My Account.