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ShelvingDirect FAQs

Question: Where to do you source your products?
Answer: We manufacture all of our steel storage products at our Birmingham premises, not far from Birmingham Airport. As a manufacturer, we are able to supply quality, British-made shelving and racking at factory prices.

Question: How long will my order take to arrive?
Answer: We aim to deliver our boltless shelving range and accessories within three to five working days, and within ten working days for other ranges. Any orders placed after 3.30pm on Friday will be processed the next working day – excluding holidays. We currently do not process any orders between 12 noon on Christmas Eve and the next working day of each New Year.
Question: What is the delivery process?
Answer: We deliver on our own transport where possible or use a third-party carrier. Larger or heavier orders are delivered on a wooden pallet. Pallets are unloaded by the driver and placed in a convenient off-road position, or in your designated loading bay. If you have specific delivery needs, please contact us before placing your order to discuss arrangements.

Question: What time will my order arrive?
Answer: Carriers plan their route based on the orders they receive and, as such, we are unable to specify an exact time. However, If you require a morning delivery, please choose this option at checkout.

Question: My order has not arrived, where is it?
Answer: Goods are sent on an overnight service for next working day delivery. For example, if dispatched on Monday, orders normally arrive between 7.30am – 5.30pm on Tuesday, subject to any unforeseen delays beyond our control. We do everything possible to avoid late deliveries, but please call us if your order is overdue.

Question: I have ordered the wrong item(s), can I return them?
Answer: Please see our Terms and Conditions for returns information.

Question: My order has arrived, but it’s damaged. What do I do?
Answer: If the product is visibly damaged please refuse the consignment with the delivery driver and call us (Monday to Friday 7.30am – 5.30pm). We will arrange for a replacement as soon as possible. We cannot guarantee lead times on replacements. If the items are damaged upon opening the parcel and due to improper care during carriage, please contact us within three working days and we will arrange a replacement as soon as possible. We cannot guarantee lead times on replacements. If items are damaged during assembly due to misuse or mishandling, we are happy to offer replacements at cost.

Question: My order has arrived but parts are missing?
Answer: All deliveries are checked at our factory by a senior supervisor and an is image taken to record the number of parts sent. As such, it is very unusual to find parts missing. We pack all parts by component – i.e. all posts together, all beams together. If your order is being shipped on multiple pallets, each pallet may not always hold a complete unit. Please check all components with the delivery note once each is unwrapped. For orders being shipped on multi pallets, sometimes a courier may deliver a single pallet with the rest following later (usually the same day). If you are one or two items short, please call us. Shortages should be reported within three working days. After this, a charge will be made to send extra parts.

Question: Can I visit your showroom?
Answer: ShelvingDirect® does not have a showroom but we are happy to offer guests appointments to see our products before they buy. Please call us on 0121 508 5877 to arrange your appointment. We are available between 9am and 4pm Monday to Friday (excluding Bank Holidays) for visits by prior arrangement.

Question: I like your products but you don’t have the size or colour I want. Can you help?  
Answer: Yes. ShelvingDirect® is a manufacturer and is able to supply bespoke products on request. As this involves creating one-off components, bespoke orders are subject to a "bespoke fee” in addition to the cost of the product(s). Every bespoke order is made by us at our Birmingham factory to your specification and will be programed and manufactured to the size(s) you specify.
The bespoke fee covers:
•    Creation of CAD spec for our Trumpf 7000 to cut the parts needed for your order.
•    Stopping production for around one hour to load your program, cut the parts and restart regular production.
•    Supply of any non-standard colour(s) required.
•    Resetting of our paint plant to accommodate non-standard colours. This can take up to two hours.
•    Testing of your unit.

Bespoke items are covered by a 15 year parts and manufacturing warranty. The bespoke fee is a one-off for each project, so if you decide to order again, you would not pay a bespoke fee again for the same order unless the specifications change.

Question: How long does a bespoke order take to manufacture and deliver?
Answer: We work on a three to four week lead time on bespoke orders which gives our technical team time to design, plan, manufacture and test your order. If you need a bespoke colour only, a lead time of ten working days at an pre-agreed cost applies.

Question: Can I talk to you about my requirements?
Answer: Absolutely. We are happy to speak to you and we offer free, no obligation advice and quotes. Our helpline is open 7.30am – 5.30pm Monday to Friday, excluding public holidays. Call 0121 508 5877 or email

Question: I am a reseller, can you supply me?
Answer: Please contact us to discuss your requirements.

Question: Can you perform a site survey?
Answer: We are happy to offer site surveys in certain circumstances. Please call us to find our more.