Find answers to some of the more commonly asked questions on this page.
| The site has changed - how can I find my way around? |
| A short walk-through guide is available by selecting: Site walk-through |
How can I find the products I want? |
| You can use the category navigation at the top of the page to browse by category. If you want to shop by manufacturer, you can use the Brands option on the main menu and find our most searched for brands within there. Alternatively, use our powerful keyword search which can be found to the left of the basket icon at the top right of the page and enter either a product code or text description of what you are searching for. |
Where can I find the product configurators and product selectors that used to be on the right hand side of the screen? |
| These have now moved to our new Tools and Downloads section at the bottom of each page. You can click on "Tools" in the blue bar at the top of any page to jump to this section. |
Can I compare two or more products? |
| You can compare up to four products at a time. From a product list page, click the "Compare" checkbox then click "Compare Selected Products" |
How do I save/view favourite products? |
| To save a product in your favourites list, click on "Add to favourites" when shown on a product list page or product detail page. To view your saved favourite products, go to "My Account" then select "My Favourites" or click below: View Favourite Products |
| I've tried registering a user but I'm being told my account code is not valid? |
| Please make sure you are entering your correct account code. If you do not have an account code, and do not currently have an account with Westcoast please click 'here'. If you believe you are entering your correct account code please mail web.support@westcoast.co.uk or alternatively call our Web Support Team on 0118 912 6237**. |
I've forgotten my login / password what do I do? |
| Don't worry, it happens all the time, just use the forgotten password link and we'll send you a new one. |
My account does not have a feature enabled, can I change my privileges? |
| Each customer that is set up with access to the Westcoast website will have at least one user with admin privileges and can manage the other user accounts for that company. In the first instance, please make your request to your company's admin contact. If there are any issues, please send our Web Support Team an email on web.support@westcoast.co.uk |
| Why can't I see any pricing on the site? |
| You need to have a Westcoast account and be logged in to be able to see your specific customer pricing. If you haven't already got a Westcoast you need to register for one by clicking here. |
Is this the best pricing you can offer? |
| Our web pricing is usually our best pricing available. However, if you have found the same products cheaper elsewhere, or you wish to order bulk quantities please contact your account manager with the full details. |
What are your delivery charges? Delivery charges are shown in the basket and depend on the products being ordered and the location to which the goods need to be shipped.
I've placed an order and I'd like the delivery address changedTime is of the essence! Give our Customer Services a call on 0118 912 6081** and they will be able to help you. Please have your Westcoast order reference at hand.
I need to add multiple delivery addresses, can I do this?You can add delivery addresses within the "My Account" section on the website
| What is happening to the order I have placed? |
| You can view backorders, check if there are any orders awaiting approval, view recent shipments (which will show when orders were delivered and who signed for them) and view your order history within the "My Account" section of the Westcoast website (functionality dependent on user permissions) |
I've ordered the wrong item - what can I do? |
You can now return your items online within the "My Account" section of the Westcoast website or contact Customer Services to arrange this |
I haven't got time to complete an order now. Can I save it and return to it later? |
| Yes! You can either save your basket or, if you are already part way through the checkout process, you can click on Save Order. When you're ready to resume, you can go to "My Account" and select either "Saved Orders" or "Saved Baskets" |
How can I pay for my order? Some customers are set up with credit accounts (if you would like to apply for credit or for an increase in the amount of credit on your account, please let your account manager know). Other methods of payment can include bank transfer, credit or debit card.
Can I finance my order?Westcoast may be able to help finance your sale with our range of finance solutions. Click here to find out more.
There is a credit issue on my account or my account is on credit stop. What should I do?Give our Credit Control team a call on 0188 912 6080. Please have your account number handy.
| Why am I suddenly being told my password is not valid? |
| Your password may have expired. As per our new password policy, your password will expire 45 days after it is created. Please familiarise yourself with our password and account policies HERE. |
My password keeps getting rejected when I try to reset it. Why? |
| If the password includes any of our denied dictionary words or names, the password will be rejected. The password must also meet the correct number of characters for your login type (15 characters for administrators’ passwords, and 10 characters for all other account passwords), and include at least one number, one upper case character, one lower case character, and one special character. Please refer to our password denial list. Also please check your browser’s cache and saved passwords in your browser. Make sure the password saved in your browser reflects your newly created password. |
How do I create a strong password that will be accepted? |
| Please adhere to our password policy. |
Why am I being prompted for an MFA (multifactor authentication) code when I have not opted in? |
| This will happen if you get your password wrong, regardless of whether or not you have configured MFA on your account. This is a security measure to stop a potential password ‘brute force attack’ by ‘hackers’. If you have not set up MFA please ignore the prompt and checking that you have the correct password, and try to login again as normal. If this doesn’t work you can request to update your password. |
We are making security updates to our website over the coming weeks. This will include a multifactor authentication during log in.
