FAQs

How do I register on your website?

Simply click on the Login / Register button at the top right corner of the website and follow the on-screen instructions.

 

I have forgotten my password/username

If you have forgotten your password, click on the 'Login' button at the top right corner of the website and use the 'Forgotten password' option. Alternatively, please call our Customer Service Team on 0800 66 33 55.

 

I already have a personal or company MSC account, how do I order online using that account?

Click on the 'Login' button at the top right corner of the website and then select the option to reset your password at the bottom of the page.

 

 

What is the quickest way to place an order?

If you know the item codes, the easiest way is to select 'Quick Order' from the top of the page. From here you can enter all the ordering codes and quantities you need and place your order instantly.

 

How do I create a Personal list?

You can view and create a new personal list in the 'My Account' section. Give it a name and a description and you can quickly order from this list in future. 

You can also add to and create a new personal list from each product page. Plus, there is also the option to add your complete shopping basket to your personal lists as you proceed to checkout.

 

I haven't received my order confirmation

If you haven't received your order confirmation, then please contact our Customer Service Team on 0800 66 33 55.

 

How do I redeem my promotional code/voucher?

You can redeem your promotional code when you proceed to view your full shopping basket. In the bottom right corner of the page, use the dropdown option next to 'Apply Promotional Code' to reveal a text box. Enter the code and select 'Apply promotion code'.

 

I keep getting an error message that I have not completed all the fields

Error messages appear when mandatory fields are not filled in. The error messages will often direct you to the fields that need to be filled in. If you do not have the information that is required or are unsure of what to enter then please contact our Customer Service Team, who will be more than happy to assist you.

 

Does my order include or exclude VAT?

Please use the toggle on the top right-hand corner to view your prices including or excluding VAT at any time. When viewing your shopping basket, you can see your total price including and excluding VAT.

 

Will my agreed prices show on my account?

You will need to log into your account to access your account pricing.

 

 

I have a query on an invoice, who do I contact?

Please contact our Finance Team on 0800 66 33 55 (Option 2) or email customerservice@mscdirect.co.uk and we’ll be happy to help.

 

How can I add my credit card details?

You can add a new payment method in 'My Account' and by selecting 'My Payment Methods'

 

How can I place an order with my Maestro card with no issue number?

Please enter "00" in the issue number field to place an order with your card.

 

How can I delete my account?

You can request to delete your account by going to 'My Account' and selecting 'Privacy settings' from the left-hand menu; here, there is an option to 'delete account'. 

 

How do I update my account information?

You can update your account details by going to 'My Account' and selecting 'My Account' from the left-hand menu; here, there is an option to edit your contact information. 

 

Can I see my purchase history?

You can view your purchase history by going to 'My Account' and selecting 'Previously Purchased Products' from the left-hand menu; here, there is an option to view items you have bought previously. Please note any items purchased before January 2024 will not be visible. 

 

How do I update my communication preferences? 

If you wish to unsubscribe from any of our mailings or email promotions, please log in and go to 'My Account'. Your communication preference can be edited under the subheader called Newsletter. Alternatively, please email customerservice@mscdirect.co.uk. Please ensure you provide them with your account number, your full name and address along with what marketing you would like to unsubscribe from.

I can't find what I'm looking for, can you help?

Yes, our knowledgeable Contact Centre can source most items and help you find the right item for your job. Please call them on 0800 66 33 55 or email sales@mscdirect.co.uk

 

How do I request a quote?

There are two ways you can request a quote:

1. From each product page, there is an option to select 'Contact Us'. Complete the enquiry form and click on send.

2. Alternatively, at the bottom of any MSC website page, click on 'Ways to order' under the header 'Help & Support'. Please click the 'Quote request' button further down the page and complete the form on the next page. 

Our Customer Service Team will respond to your request by email or phone at a time that is convenient for you.

 

Can I see my recent quotes online?

Please see 'My quotes' available in the 'My Account' area of the website. All quotes are valid for 30 days and can be converted to orders from this page. 

My order hasn't arrived

Standard delivery for items in stock will take place the next working day. This may vary slightly depending on your payment method, availability, location and public holidays. Please contact our Customer Service Team via email or phone 0800 66 33 55 if your order has not arrived, or you would like a status on your order.

 

What are your delivery costs? 

You can view your delivery cost in your shopping basket before checkout, as it varies depending on your location, choice of delivery service partner, and the weight of your parcel(s). Click and collect is also available from Wednesbury, West Midlands, WS10 7WP. 

 

What countries do you deliver to?

We deliver to the whole of the UK and EU (minimum order value applies). For more information and to confirm prices, please call our Customer Service Team on 0800 66 33 55.

 

How can I add a different ship to the address?

There are two ways to add a ship-to address:

1. Log in and go to 'My Account', then click on 'Address Book'. Here you can add a new address.
2. Proceed to checkout from your basket and you will be able to enter your shipping address along with any shipping instructions.

 

 

How do I return my items?

In the unlikely event that you are not completely satisfied with your purchase, you can return your unused stock item for a full refund. Simply retain your original packaging and contact our Customer Service Team on 0800 66 33 55 and we will arrange a free collection at a time that is convenient for you.

 

My items have been delivered incorrectly or damaged, what should I do?

Please call our Customer Service Team on 0800 66 33 55 to arrange your replacement. Alternatively, you can email customer.service@mscdirect.co.uk

 

How do I contact MSC?

Details on how you can contact MSC can be found here

What times are you open?

You can view our open hours for each department here.

 

What Is Your Problem Resolution Process?

Although we endeavour to provide you with world-class customer service, we understand there might be times we don’t meet your expectations. Here’s our 3-step process to solve your problems.

Contact our Customer Service Team:

Phone: 0800 66 33 55. Choose option 2 for Customer Service
Email: customerservice@mscdirect.co.uk 

Mail: MSC Industrial Supply, 7 Pacific Avenue, Wednesbury, WS10 7W

 

Your complaint will be handled by a named associate, recording everything, so you don’t need to repeat yourself. We will aim to resolve your complaint immediately.

 More complex complaints will be given an agreed time frame for resolution and you will be given a unique complaint number.

 

If you're not happy with the outcome, here's how to escalate your complaint:

• Level 1: Speak with an MSC Associate
• Level 2: Ask for a Customer Service Supervisor, you can expect a call back the same day
• Level 3: Ask for a Customer Service Manager, you can expect a call back the same day
• Level 4: Ask for a Director, you can expect a call back within 2 days