FAQs

I need product support, how do I download product information?

We provide product specification sheets and installation guides for the majority of our products, which you can find under our “product specification attachments” If you need additional support or further information please contact our customer services department on Tel: 02476 841 750. 

I bought a product via the older website, but I can't find it listed anywhere?

At the moment our most popular products are available for purchase on our website, however due to the extent of our product range we could not include them all. Please note that older products might get discontinued and replaced by newer, more efficient items. In this case our policy is to keep the product page active for a minimum of six months for reference only, however once the item runs out of stock it will not be available for purchase any longer.

I registered with you on your older website, why do I need to do it again?

The newer version of the website replaces the older version which has been running for over 8 years. Not all accounts created on the old website will continue to be active. Accounts used within the past 12 months will be carried over, but we cannot store passwords so you will have to reset this.

We have tried to make the registration process as easy and quick as possible and all accounts will be matched against our current system. You can register again by filling in the online form specifying whether you need an amber light account or blue light account, which has to be approved and activated by a Woodway member of staff.

Why do I need to wait for my account to be approved, and how long will this take?

The use of blue lights is regulated by the Road Vehicles Lighting Regulations 1989 and is limited to emergency vehicles. For this reason, when you register with us we are required to ensure that you select the account type that is suitable for your needs. We aim to approve registration requests within one working day, and to contact you once the request has been approved.

How do I keep up-to-date with new products, releases and news?

We have a news section on the website which you can access by clicking here. You can also sign up for our newsletter by clicking here. 

You can also follow our social media sites, on Facebook, Twitter and Instagram.

I would like to organise a demonstration, how do I do this?

Our sales team regularly visit customers on the road in our demo vehicles. If you would like to meet them and book a demonstration, please call us on 02476 841 750, and we’ll come and see you at your convenience. We also attend a number of events throughout the year in both the UK and mainland Europe. Events we are due to attend are listed under the “about us” section of the website.

I am not in the UK, how do I order Whelen products?

Woodway is the exclusive distributor for the United Kingdom and Republic of Ireland. As you are situated outside of this territory please contact Whelen directly on email: [email protected].

How much is postage charge?

Postage is a flat rate of £10 to anywhere in the UK for online orders.

Where can I buy spares for existing Woodway products?

We offer a selection of spares and accessories to buy online. If the spare part you are looking for is not available online, please call us on 02476 841 750 as we may be able to place a special order for you.

What happens after placing an order?

Once you order has been placed you will be contacted shortly by a member of our team who will verify your order, confirm delivery dates and take payment (unless you have a trade account).

When will you contact me?

If your order is received during regular working hours (Monday to Friday, 09.00-17.00 excluding bank holidays and Christmas shutdown) we aim to contact you within 2 hours, although it might take a little longer during busy periods. If you do not hear from us within 4 hours of placing your order, feel free to call us on 02476 841 750 or email us on: [email protected] For orders placed during the weekend, bank holidays and outside of our standard working hours, we will respond the next working day. Please note that if your order is placed after 15.00, we might not be able to contact you by the end of the working day and will contact you the next working day.

When will I receive my order?

We will endeavour to send your order out to you as soon as possible. Timescales are dependent on stock availability and the type of product ordered as follows:

Onsite Stock: If your order includes exclusively stock that we have available onsite, the dispatch and delivery process will be completed fairly quickly. The standard lead time for orders placed for in-stock products is between 3 and 5 working days, however we always try and dispatch the order as soon as possible and you might receive your order in shorter time.

Special Orders: If your order includes items that need to be shipped from the US, or bespoke products that are made to customer specifications such as Lightbars, delivery can take 2 to 6 weeks. Once your order has been received our team members will provide you with further, realistic information on delivery dates and keep you updated if any changes occur.

When do I make payment?

The payment process depends on your account type and can be made via the website or with an invoice. If you are a Trade Account customer no payment details will be required when ordering online. If you are a Pro-forma customer you can make payment online with a debit or credit card or request for a pro-forma invoice to be sent to you for a BACS (transfer) payment. Please note pro-forma customers are required to make payment before the order can be dispatched.

I cannot log in to your website

If you are having difficulty logging in to our website and require a password reset please contact us on: 02476 841 750 or email us on: [email protected] We will verify your details and arrange a password reset for you.

If I am not happy, how do I complain?

At Woodway, we always try our hardest to provide the best possible customer experience, however on rare occasions we may fall short of this goal. In the event we don’t meet your expectations we would like to hear from you to rectify our shortcomings. You can forward your complaint by clicking here, or calling us on 02476 841 750.

I have a suggestion, who can I contact?

We are always looking at ways to further improve our services. If you have any suggestions or ideas you would like to share with us, please email our marketing team on: [email protected].