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FAQ's Frequently Asked Questions

These are answers to questions frequently asked when placing an order with Hillcliff. Scroll down or use the menu in the left sidebar.


Company News

Important Notice: On 1st January 2013 Hillcliff Tools Ltd became a wholly owned trading division of Wixroyd International Ltd. Please see the attached document for further information. Top


Do I need to have an account, or can I pay by Credit Card?

Hillcliff accept most major credit cards (excluding American Express). This is most often the quickest and easiest way to place an order, especially if you are likely to be a one time customer. For your own security please do not state your credit card details on your order, we will contact you separately for these details - please provide a land line telephone number (no mobiles please) so we can contact you. We offer the facility for credit card payment of first time orders to be made via the use of our secure Payment Portal, hosted and manged by Barclay Card Services.

The Sales Order Confirmation you receive from us, typically via email, will advise the total amount to pay on your order - please follow the "Payment" link on our home page, this process will typically only take a moment of your time, and we feel processing your own credit card details will help to improve the security of your personal information. If for any reason you are having difficulties using our payment portal please don't hesitate to contact our sales office 01483 26 6780.

For trade customers, or customers likely to order from Hillcliff on a regular basis, we would recommend opening an account with Hillcliff, this would offer payment terms of 30 days from date of invoice. When ordering please state you would like to open an account, don't worry there are no additional forms to fill in and will not delay the processing of your order. Please note, we are only able to open a credit account where your first order has a goods value of £100 or greater. Trade accounts can be settled by credit card, cheque or bank transfer - please refer to our bank details at the bottom of this page. Top


I am a private individual, not part of a company. Can I still buy from you?

We are mainly set up to deal with trade inquiries. Whilst we can accept orders from private individuals, orders have to be a minimum goods value of £50 (exc. VAT) with payment made via credit or debit card in advance of processing your order. It is unfortunately un-economic to deal with small orders from private individuals. Please note; we are unable to accept orders under £30 in goods value, we reserve the right to reject and refund any orders less than £30 in goods value. Top


Orders from Non-UK Addresses

We are happy to accept orders from non-UK addresses/customers, and they can be placed in much the same way as described in our Ordering section. However we do require payment or receipt of cleared funds (via BACS or bank transfer) before we can start to process your order. Order from non-UK addresses may be subject to minimum order value.

On receipt of your order, we will send you a Sales Order Confirmation and Proforma Invoice, typically via email, which will advise the total amount to pay on your order. We would then ask you to make payment using a credit card (via our Payment Portal), or make a bank transfer for this amount to us. Details of our bank can be found at the bottom of the page. Once cleared funds are received we will commence processing & production of your order. NOTE: for your own security please do not state your credit card details on your order, we will contact you separately for these details. Top


What about prices and product availability?

Our new website shows our upto date latest prices, and also show our product availability. This infformation is updated on a regular basis during the day and is described as "near live", on a small number of occasions their may be a slight difference between stock availability quoted on our website and our actual stock, we confirm actual product availability on a "Sales Order Acknowledgement" emailed to you oprocessing of your order.

Please note our sales order acknowledgement, supplied on receipt of orders, will contain the correct and over-riding price, and it is at this price that goods will be charged and invoiced.

Typical lead time on non-stock items is displayed on our website, if delivery times is critical to your application please contact our sales office for the latest delivery times.

Quantity Discounts
We now offer quantity discounts on our wide range or parts, our discounts are displayed on our website. For very large quantity enquiries, not shown on our quantity breaks please contact our sales office.

All prices quoted are nett prices and exclusive of V.A.T. Prices are quoted in pounds sterling, unless specifically stated other wise. Carriage costs are always charged extra. Top

Dispatch Methods/Carriage Costs

We offer a number of different dispatch methods, pricing is dependent upon weight, value of goods and speed of delivery:

UK Mainland
Royal Mail typically 1-2 days cost of £5.25. For orders under 1kg AND under £30 in value.

Next Day Before 5pm cost of £9.50. For orders over 1kg and upto 10kg, OR over £30 in value.

(Note: delivery times quoted are number of days after dispatch of goods - not number of days after receipt or order, final delivery times are dependant upon stock availability and is advised via our Sales Order Acknowledgement).

Express Dispatches
Next Day Before 12 noon cost of £18.50.
Next Day Before 10.30 cost of £28.00.
Next Day Before 9.00 please phone for price.
All have a maximum weight of 50kg (may not be available in remote areas).

Please note: “days” are working days (ie despatch on Friday next day means delivery next working day). Saturday delivery is also an option please phone to discuss.

Items over 20kg, or over 1.5m length cost of £25, by road. In addition a packing cost of £7.50 is applicable. Excessively large or bulky items carriage & packing costs are quoted are point of order/despatch.

Deliveries Outside of the UK
While we can quote shipment costs to non-UK locations, we recommend the use of your own carrier/shipper account (such as UPS, Fedex, DHL, TNT etc.) - please include these details in your order. Top


Returns Policy

We offer a very wide range of products and therefore we cannot accept return of goods, except where goods are faulty or damaged. We kindly ask you to please carefully check your requirements when placing your order - a few minutes taken to double check your requirements now will avoid disappointment and expense in the selection or specification of the wrong parts.

Where goods are faulty or damaged, please call our sales office for a goods return number (GRN) before returning any items. In exceptional circumstances where returns are accepted, other than due to damage, a 20% handling and re-stocking charge will be made (carriage charges are non-refundable), please call our sales office for a goods return number (GRN) before returning any items as we are unable to accept goods returned without a GRN.

We are unable to accept cancellation of any orders after 5 days of receipt of your order, this is unfortunately due to costs that are incurred in design and CAD/CAM preparation, sourcing of materials and machine tooling and set-up costs. Notice of any order cancellation made within five days of receipt of the order must be received by us in writing, and will only be deemed to have been accepted upon issue by us of an "Order Cancellation Acknowledgement". Top


Small Order Charges

Our business is primarily set-up to deal with trade and business customers, we have recently changed our Small Order Charge arrangements. For trade customers, i.e. registered companies, partnerships or LLPs we are able to accept orders under £30, which will be subject to a small order charge of £3.50. For private individuals, we have to specificy a minimum value of £50 and payment via credit or debit card. It is unfortunately un-economic to accept orders under £50 from private individuals. Top


Where do I find a full Hillcliff Order Number for a product?

All order numbers for a product can be viewed on our website - simply browse to the product details page for the product you want and look for the "Order No." column. Alternatively download the product technical datasheet which will contain the full datatable and the "Order Number" column.

Order number

In order to allow for the ever expanding nature of our product range, we have recently changed our product Order Numbers, where previously we had an Order Number of 1000.W007, where 1000 is the product type and .W007 is the size of product, we have added two additional zeros resulting in a new Order Number of 10000.W0007 - where 10000 is the product type and .W0007 is the size of product. The dimensional details of the products have not be changed. When you enter old part numbers into our new website you will be advised of the change in part number, and will be automatically re-directed to the updated part number (again we emphasise that there have been no dimensional change in the product). Top


Production of Non-standard or special parts

Hillcliff is happy to quote for variations on our standard parts, and to quote for specials to your own drawing. Specials are subject to minimum cost effective production runs. If you would like us to quote for a special please kindly email your enquiry to use including your drawing, the quantity required and any other relevant information and we will have our production team review your requirements.

We are unable to accept cancellation of any orders after 5 days of receipt of your order, this is unfortunately due to costs that are incurred in design and CAD/CAM preparation, sourcing of materials and machine tooling and set-up costs. Notice of any order cancellation made within five days of receipt of the order must received by us in writing, and will only be deemed to have been accepted upon issue by us of an "Order Cancellation Acknowledgement".

Our standard returns policy applies, and unless faulty or damaged, we are unable to accept return of goods. We kindly ask you to please carefully check your requirements when placing your - order a few minutes taken to double check your requirements now will avoid disappointment and expense in the selection or specification of the wrong parts. Top


CAD Models of Parts

Hillcliff offer a wide range of CAD models for its parts, not all parts are available but we are constantly working to expand the selection. CAD models for parts can be found on the individual product information pages. We offer 3D CAD models in a wide variety of formats, ACIS, IGES, ParaSolid, ProE, Solidworks and Step, (we no longer support 2D CAD models).

Our CAD models are also available on a three pieced CD set, for your FREE copy please visit our catalogue request page. If you can not find a CAD model of the part you are looking for please do contact us, we may still be able to help. Top


Technical Support and Assistance

We have a team of Technical Sales Co-ordinators who are here to help with your technical calls and enquiries, you can contact them in a variety of ways:

Via telephone - 01483 26 6780 (8.30 am to 5.30 pm).
Via fax - 01483 26 6781 (24 hours).
Via email - info@hillcliff-tools.com
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Do you have a trade counter?

We do not have a trade counter at our main address. All stock is held at a different site to our head office and the warehouse does not have the staff or the facilities to serve members of the public. Top


Hillcliff Tools Conflict Minerals Statement

Please Click here to download our Conflict Minerals Statement. Download PDF. Top


Can I visit to discuss my application?

We do not have the staff resources to help people who turn up without an appointment and we have to reluctantly advise that those who do will be turned away, as we simply cannot cope with this sort of enquiry. We can help people at our head offices for large inquiries with pre-arranged appointments. Alternatively we are happy to arrange for one of our sales engineers to visit to discuss large potential usage technical applications. Top


Certificates of Conformity

On request we are able to supply a Certificate of Conformity for your order, these certificates are charged at £7.50. Top


Quality Certification

Hillcliff, a division of Wixroyd International Ltd, is certified to the BS EN ISO 9001:2008 quality management system, for the sale and distribution of work-holding and tooling products. Our certification is issued by Anglo Japanese American Registrars, Certificate No. AJA12/16253. For a copy of our quality certificate please click here. Top


Lifting Equipment Engineers Association

Hillcliff Tools Ltd has been audited in accordance with the LEEA's technical audit procedure specified in document LEEA02 and has been admitted as an Associated Member. click here to download PDF. Top


Product Catalogues and Further Information

Hillcliff have a wide range of products of over 20,000 items, as well as our comprehensive website we have a number of paper catalogues, interactive CD catalogues and CAD model CDs which are available FREE OF CHARGE. For your free copies please go to our catalogue request page. Top


Sales Office Operating Hours

Our sales office and technical helpline can be contacted Monday-Friday, 8.30 am to 5.30 pm.
Via telephone - 01483 26 6780 (8.30 am to 5.30 pm).
Via fax - 01483 26 6781 (24 hours).
Via email - info@hillcliff-tools.com
Via post - Hillcliff, (Wixroyd International Ltd), Alexia House, Little Mead Industrial Est., Cranleigh, Surrey, GU6 8NE (UK). Top


Hillcliff Terms and Conditions of Sale

By placing an order with Hillcliff you are deemed to accept Hillcliff's Standard Terms and Conditions of Sale. All orders are bound by these terms, for full T&C details click here. Top


Hillcliff Bank Details

For BACs or wire transfer payments to Hillcliff please use the following:
Our bank: Barclays Bank plc
Sort code: 20-03-53
Acc. Code: 30534803
Swift code: BARCGB22 IBAN: GB55 BARC 2003 53305 34803
Company registration no: GB496138
Company VAT number: 210267705
Wixroyd International DUNS Number: 217 484 849

Cheques payable to: Wixroyd International Ltd.
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Feedback and Complaints

We take seriously your feedback on our performance, both good and bad. Should you be less than delighted with the service you receive from us, or feel we could make improvements, please email us at info@hillcliff-tools.com, where we will deal with your issue as swiftly as possible. Top


Cookie Policy

For our full statement on the use of Cookies on our website please click here.Top


RoHS directive and compliance

With regard to the EU Directive RoHS 2 (2011/65/EU) on the restriction of use of certain Hazardous Substances (ROHS), Wixroyd International can confirm that all the products they supply meet the ROHS requirements. Wixroyd International Ltd. have evaluated the products offered by the company regarding their status under REACH. All products sold do not contain substances of very high concern (SVHC). Please click here to download our compliance certificate. Download PDF. Top

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