Frequently Asked Questions
Work in progress, Anything hightlighted below needs reviewing by the project group.
06.08.2024
Contact us
How can I contact you?
You can contact us via email using sales@altrotradehub.com or call us on 01462-480480.
Within Altrotradehub.com, your ‘Welcome back’ screen also has all your account manager details for easy reference.
What’s your postal address?
Our address is Altro Limited. Registered Office, Works Road, Letchworth Garden City, Hertfordshire, SG6 1NW
My Account and your ‘Account Portal’
What can I do within the Account Portal?
Your account portal has been created to make your life easier when ordering products with Altro. As a valued customer you’ll be able to do the following:
- My Account Manager
- Contact your account manager quickly using the details shown
- Quick Order Pad
- Know what you want to order and have the product SKU to hand? Use this section to quickly order what you want or use the Microsoft Excel CSV upload function if you have multiple items to order.
- Order Activity
- This will show your most popular items ordered.
- Useful Tools
- My account. Use this for all of your account info, addresses, reports and order history.
- My orders. Check here for all your order history including the ability to search these and download information
- My favourite orders. Easy access to your favourite orders
- My Returns / Create a Return. Use this section to process a return and check the status of any of these
- My Security details. Use this to update your password access to Altrotradehub.com
- My Profile. Update your contact details here including your telephone and email address.
- My Addresses. Update your business address here including delivery addresses
- My Back orders. TBC
- My Product Availability Alerts. View any products here set up to alert when back in stock
- My Saved Baskets.View all previously saved baskets for easy access and re-ordering.
- My Saved Order pads. For projects / special pricing?
- My Favourite items. Easy re-ordering of your favourite products
- Company order pads
- TBC re special project prices?
- Recent purchases.
- See all your recent purchases in this section
- Account details
- Quick summary of your account, last order and next delivery date.
- Credit available and balance
- Your credit available is shown at the top of your screen when you first log into Altrotradehub.
- If you wish to increase your credit limit please contact your account manager or our credit control team.
What payment methods are accepted? (Remove this as not applicable - all orders on credit?)
Understand the payment options available, such as credit cards, BACS, or purchase orders.
How can I track my order?
Go to my ‘My Order History’ to review the status of all of your orders placed.
What’s the returns and refund policy?
Please read our ‘Refund Policy’ here https://uat.altrotradehub.com//contentpage/Refund-Policy
You can use the ‘Create a Return’ from your ‘Useful tools’ section to complete a request for a return. Please complete all the details as marked including order ref section for speed of processing this for you.
Once the order has been despatched it is not possible to change an order. Please contact us on 01462 480 480 to check the status of your order. If your wish to cancel your order please wait until you have received your order and refer to our returns policy.
Do you offer bulk discounts? (keep in or remove)
Please contact your Account Manager to discuss.
Can I request a quote?
How are we going to manage this? Include the Quote functionality in the portal?
Are there minimum order quantities?
There is no minimum order quantities on Altrotradehub.com with the exception of the following products:
- Flooring – these must be ordered in rolls of either 30M² or 40M² depending on the product chosen. This is clearly shown on the product page. You can then order in 1M² cuts in increments above this role size.
- Altro Ensemble luxury vinyl tiles. These have to be ordered as boxes. Depending on the colour and tile size chosen, each box will contain enough planks to either cover 5M² or 6M². We cannot supply individual planks.
- Any other products?
Product and technical information
Do we need this?
XX.
How do I navigate the product catalogue?
Understand catalogue organization and filtering options.
What’s the process for requesting samples?
You can request a sample from our main website altro.com/uk.
Can I customise products?
Inquire about customisation options for specific items.
When are other Altro products becoming available to purchase online?
New products will be added on a regular basis.
What is the guarantee for the product?
Guarantees vary by product and are shown on the individual product pages. All information is also available on altro.com/uk
Delivery information
What are the lead times for delivery and what are the costs?
Our delivery policy includes details about delivery costs, timescales, cut-offs and product handling and can be found here