Customer Service

Below are a few answers to our most frequently asked questions regarding online sales, payment and delivery when using Waxman Ceramics online. Should you have any queries, please feel free to contact our sales team on 01422 311331 or email using this link.


Waxman Ceramics account holders can apply to use this website to place orders online, however online accounts are not automatically generated nor guaranteed. To apply contact your sales representative or the sales office and an account, log in and password will be sent to you. Please wait for email confirmation that your account has been activated before proceeding to process orders online. Except where orders are paid for by pro forma using one of the secure online payment methods, all orders placed will require a purchase order number from the customer. Please be aware that our shopping cart does have a time out facility and quantities cannot be guaranteed.

Payment, Pricing & Promotions

Pricing and availability can only be viewed by Waxman Ceramics account holders who are logged in. All trade discounts are automatically calculated and the price displayed on each item card and in the shopping cart refers the net price applicable as per your account. Promotions will be available on certain products periodically.

Secure online payments are processed using SagePay or account holders can choose to use their credit facility and raise a purchase order number against the transaction. For more information regarding payments, please consult our Terms & Conditions.

Shipping & Delivery

Please be aware of the shipping options and additional costs if a tail lift or an AM delivery is required. Where possible, we will attempt to provide tracking details upon despatch for consignments travelling through parcel networks. It is essential that all goods are checked upon receipt as no claims against damages can be considered unless the carrier and Waxman Ceramics are notified immediately. All despatch and delivery dates stated on order confirmations, or otherwise, are target dates only and while all reasonable endeavour will be taken to deliver within that period, external factors cannot always be accounted for. For full details regarding despatch and delivery practices, please consult our Terms & Conditions.

Returns & Replacements

Defective goods, which do not comply with the stated warranty conditions, can be returned providing the purchaser advises Waxman Ceramics Ltd immediately and we will endeavour to provide assistance or a replacement where necessary. Non-defective items can, in some cases, be returned but Waxman Ceramics Ltd has absolute discretion regarding acceptance and returns will not be considered after one month from date of purchase. In some cases, a 20% restocking charge may be applied. If you have any queries regarding a product, please contact our sales team on 01422 311331.

Viewing Orders

An online account with Waxman Ceramics allows users to browse previous orders placed online. Registered users can also see pending orders, check account balance, credit limits, overdue amounts and available balance. To access all previous orders, please select My Orders through My Account.

Updating Account Information

As an account holder you are entitled, at any time, to update your account information using the My Account tab which is available on each page of this website. From here you can amend or add shipping destinations to your address book, as well as update primary contact details and passwords. If any changes to your business profile occur outside these parameters, which could affect your business relationship with Waxman Ceramics Ltd, please contact our sales team directly on 01422 311331 or email using this link.

Privacy & Security

All the information about privacy and security when using the Waxman Ceramics website can be found in the Privacy Policy section of our website. All account information is held in the strictest confidence and Waxman Ceramics Ltd will never release your details to any third parties. A list of the cookies that can be transferred to your computer can be found at the bottom of our Privacy Policy page. As this website utilises a shopping cart and an online payment system, should you choose to disable cookies when visiting Waxman Ceramics online then some parts of this website might not function properly.