MUK – Online Ordering FAQs

1. Placing an Order

• How do I place an order on your website?
  • To place an order, add a product to your cart by clicking add to cart. Visit your cart to complete your payment once you have added all your items. Choose whether you want delivery or click & collect. You can then press checkout and enter your billing and delivery addresses. You’ll then be asked to enter your details using our secure payment provider, WorldPay. Once complete, you’ll be sent a confirmation of your order. Please note that while your order has been received, no payment has been taken until you have received the order confirmation email.

• • Due to our wide range of stock, we don’t hold stock for all items. If you would like to check if we have stock then please contact us by email mowersuk@acaciarental.com or call the store on 01256 851 166. Please note these are only monitored during open hours: Mon-Fri 8.30am – 5pm, Sat, 9am -5pm.

• Do I need an account to place an order?
  • No, you don’t need an account however you can create one to track your past orders by visiting your account https://mowersuk.co.uk/my-account/
• Can I place an order over the phone?
  • Yes you can place an order over the phone. Please note this can only be done during our specified opening hours.
• How do I add items to my cart?
  • To add products to your cart, find a product you want to buy. Then either from within the product page or the category page click add to cart.

2. Order Confirmation & Details

• How will I know if my order has been successfully placed?
  • After you place your order, you’ll receive an order received email to the email address you provided. When your order has been processed by a member of our team you’ll receive a confirmation email. No money is taken from your bank account until you receive a confirmation email.
• Can I change my order after it’s been placed?
  • Yes you can change your order up to the point of it being dispatched. Please ring or email the store as soon as possible to avoid disappointment.
  • If you wish to order additional products please submit another order on our website in the usual method.
• How can I check the status of my order?
  • You can track the status of your order through email notifications sent to the email address provided on your order. You will also be sent an email directly from our courier with a live tracking code/link.

3. Payment & Billing

• What payment methods do you accept for online orders?
  • Worldpay, our online payment provider accepts all major credit and debit cards including, MasterCard Debit, MasterCard Credit, Visa Credit, Visa Debit as well as American Express.
  • We also accept BACS & electronic transfer payments. If you intend on using this method please ring the store during our open hours.
• Can I use more than one payment method for my order?

• • You are able to make multi-payment method orders such as a mixture of cards or cash and cards. Please contact us to use this payment method.

• Is it safe to make payments on your website?
  • It’s 100% safe to make payments on our website. All transactions made through our website are handled by our secure payment manager, WorldPay.
• Can I get an invoice for my order?
  • To request an invoice, please contact our store via email mowersuk@acaciarental.com or call the store on 01256 851 166. Please note these are only monitored during open hours: Mon-Fri 8.30am – 5pm, Sat, 9am -5pm.

4. Order Modifications and Cancellations

• Can I cancel my order once it’s been placed?
  • Yes you can cancel your order. Please read our cancellation policy: https://mowersuk.co.uk/contact/customer-services/payments-returns-cancellations/cancellation-policy/
• How do I modify my order before it ships?
  • Please contact us as soon as possible to modify your order. We are unable to make changes once the order has been processed and dispatched.

• • Contact us via email mowersuk@acaciarental.com or call the store on 01256 851 166. Please note these are only monitored during open hours: Mon-Fri 8.30am – 5pm, Sat, 9am -5pm.

• What happens if I enter the wrong shipping address or update the shipping address?
  • To change your delivery address please contact us as soon as possible. We are unable to change this once processed and dispatched.

5. Order Tracking & Shipping

• How can I track my order after it’s been placed?
  • You will be sent an email with a tracking link and code from our courier for live tracking. Please visit our courier’s website to track using the code.
• How long will it take to receive my order?
  • Please allow up to 4-6 working days for your order to be processed and an additional 2-5 days for it to be delivered. We will contact you if there are any delays to your order.
• What do I do if my order doesn’t arrive?

• • Please allow up to 2-5 days from the point of dispatch for your order to arrive. If you have not received your order in this timescale please check your tracking link sent to you via email from our courier. If you do not have a tracking link or code please contact the store via email mowersuk@acaciarental.com or call the store on 01256 851 166. Please note these are only monitored during open hours: Mon-Fri 8.30am – 5pm, Sat, 9am -5pm.
• How much does delivery cost?
  • Please visit our delivery policy (https://mowersuk.co.uk/contact/customer-services/delivery-policy/) page for prices.

6. Order Issues and Errors

• What should I do if I receive the wrong item?
  • Please contact the store to have the item swapped or refunded as soon as possible. Damaged goods are not able to be returned. Read our returns policy here: https://mowersuk.co.uk/contact/customer-services/payments-returns-cancellations/returns-policy/
• What do I do if my order is missing an item?
  • Please contact the store if you are missing an item via email or phone. If we are unable to source the missing item we will issue you a refund. Read our refund policy here: https://mowersuk.co.uk/contact/customer-services/payments-returns-cancellations/returns-policy/
• What do I do if my order is damaged
  • Do not operate the machine if it is damaged. Please contact us as soon as possible for a replacement. We are not responsible for damage that has occurred while you use the machine. Please read our policy: https://mowersuk.co.uk/contact/customer-services/payments-returns-cancellations/returns-policy/
• Why is my order status still “Pending” or “Processing”?
  • Pending is the status immediately given to all orders until our staff process them.
  • Processing is the status given when our team process your order.
  • Delays can be for many reasons including stocking issues from our suppliers or delays with our couriers.

7. Shipping & Delivery

• Can I change my shipping method after placing an order?

• • You can change your shipping method to Click and collect or to an alternative address up to the point of dispatching this item. Please contact the store the store via email mowersuk@acaciarental.com or call the store on 01256 851 166. Please note these are only monitored during open hours: Mon-Fri 8.30am – 5pm, Sat, 9am -5pm.

• • If you wish to change the delivery address please note we only cover the UK mainland (Excluding Scottish Highlands).
• What happens if I’m not home when my order is delivered?
  • Our courier company will try to deliver your item to the address supplied. If you are not home, they will leave it in a safe place that isn’t directly in public view or with a neighbour. You can specify where you would like them to leave it by adding a comment to your order on the checkout page.
  • If there is no suitable place then they will try to deliver the next possible day.
• Do you offer gift wrapping or special packaging?
  • We do not currently provide a wrapping service. All machinery (excluding large machinery) comes pre-boxed from our suppliers unless otherwise stated.

• • Sometimes machinery may need to be reboxed after performing a pre-delivery Inspection. This is a normal process – if you have any concerns please contact us via email mowersuk@acaciarental.com or call the store on 01256 851 166. Please note these are only monitored during open hours: Mon-Fri 8.30am – 5pm, Sat, 9am -5pm.

8. Order History & Account

• How can I view my past orders?
  • To view your past orders, go to your account (click the person icon in the top right). If you’re not already, log into your account. From the account page click past orders.
• Can I save items to my cart for later?
  • Yes you can add products to your cart to order later. Please note if you’re adding to save for later you will need to remove them from your cart if you’re not intending to order on your next purchase.
  • We do not currently have a Wishlist or save-for-later list functionality.

9. Customer Support

• What do I do if I need help with my order?
  • To contact us for help regarding your order, please email mowersuk@acaciarental.com or call the store on 01256 851 166. Please note these are only monitored during open hours: Mon-Fri 8.30am – 5pm, Sat, 9am -5pm.
• How do I file a complaint about my order?
  • To make a complaint regarding your order or service provided in-store, please email mowersuk@acaciarental.com or call the store on 01256 851 166. Please note these are only monitored during open hours: Mon-Fri 8.30am – 5pm, Sat, 9am -5pm.