FAQs

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

Installation guides are included within your order, and are also available to download from the product pages on our website. Scroll to the bottom of the relevant product page, and click the ‘Attachments’ tab. Here you’ll find the product’s specification sheet and installation guide.

For products not featured on our website, for our mast systems, please contact our customer service team on 02476 841750 who will be happy to assist you.

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

The website includes a range of our most popular products to browse and buy, however due to the extend of our product range, it is not possible to include them all. The product offering on the new website was streamlined to ensure it remained simple to navigate and easy to use. Please contact our customer service team on 02476 841750 who will be able to assist you in placing an order for any products not listed on our website.

Older products may be discontinued and replaced by newer, more efficient items. In this case, the product page may remain active for up to six months for reference only. Once the item runs out of stock, it will no longer be available for purchase.

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

Our new website was launched in July 2019 to provide both customers and the company with a more efficient and up-to-date system for ordering online. As this was a brand new website, as opposed to a basic update of our old design, accounts, personal details and passwords could not be moved over.

If you have not yet created an account on the new website, please do so here. The process is quick and easy and will allow you access to all product information and pricing. Should you have previously held a blue light account with us, we will be happy to activate this for you. Please email us after registering and your access will be approved and activated by a 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?

There are a number of ways to keep up to date with the latest Woodway news. For major updates and features, visit the News section of the website. You can also sign up for our newsletter by clicking here.

For more regular updates, be sure to follow us on our social media channels at Facebook, Twitter and Instagram.

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

Our sales team will be happy to visit you on the road in one of Woodway’s demo vehicles. To book a demonstration with the team, please call us on 02476 841750 or email [email protected] and we will discuss your requirements and arrange a suitable date to visit.

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 at [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 here. If the spare part you are looking for is not available online, please call us on 02476 841750 and our team will be happy to try and assist you further.

What happens after placing an order?

Once you place an order on the website, this will be sent to our sales team to review. You can expect to hear from us within 1 working day to verify your order, confirm delivery dates and where necessary, take payment.

Please note: When paying for your order through our website, your order status may state ‘Payment Pending’ until one of our team have approved your order. Products in our stores need to be manually assigned to your order by a member of staff, and once this is complete and your order is approved, your order status will be updated. Please be mindful that this can only be actioned during normal working hours, Monday – Friday 8am – 5pm, excluding bank holidays and Christmas shutdown.

When will you contact me?

You can expect to receive contact from Woodway within 2 working hours of placing your order. Please be aware that this may take a little longer during busy periods, however we will always endeavour to contact you as soon as possible.

Working hours are Monday – Friday 8am – 5pm. If your order is placed outside of these hours, or on bank holidays, we will respond the next working day. If your order is placed after 3pm, it may not be possible to contact you before the end of the working day, and we will contact you the next working day.

If you do not hear from us within 4 working hours of placing your order, please feel free to call us on 02476 841750 or email [email protected] for an update.

When will I receive my order?

At Woodway, we strive to ensure all orders are sent out as soon as possible. Due to stock availability and the types of product ordered, there is no set timescales for dispatch, but the guide below offers a good indication of when you can expect to receive your order.

In Stock: If all items within your order are in stock in our warehouse, we aim to dispatch your order within 3 working days. Where possible, we will aim for a speedier turnaround. Should you require an urgent dispatch, please contact us prior to placing your order to ensure we can accommodate this.

Special Orders: If your order includes items that need to be shipped from the US, or bespoke products that are made to customer specification such as lightbars, dispatch can be expected within 2 to 6 weeks. Once you place your order, our team will provide you with further, realistic information on delivery dates, keeping you fully informed should any changes occur.

When do I make payment?

You can make a payment for your order through the website using credit or debit card. Should you prefer to make payment via BACS, please choose this option and an invoice will be sent to you once your order has been received by a member of staff. As a pro-forma customer, payment is required before we can process and dispatch your order.

For Trade Account customers, no payment details will be made when ordering online. Simply select the Trade Account option at the checkout, and your order will be added to your account with the usual billing terms. This is for existing Trade Account customers only. If you are interested in applying for a Trade Account with us, please email [email protected]

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]

I have blue light access but cannot see any blue product options

You must be logged into the website in order to view our blue light products. As only those with approval can access these products and pricing, it is important you login prior to browsing the website to ensure all products can be seen. If you have been inactive on the website for any length of time, this may have logged you out, so please double check you are logged in before contacting us.

Handy tip: If you can see the ‘Log In’ wording/button in the top right corner of the website, you are not logged in. Once logged in, this icon is replaced with a ‘Basket’ icon.

If you are logged in, and still cannot access any of our blue products, please call us on 02476 841750 so that we can ensure you have been granted access to view our blue light products.

I cannot see the prices or add any items to my basket

You must be logged into the website in order to view prices and add items to the basket. If you have been inactive on the website for any length of time, this may have logged you out, so please double check you are logged in before contacting us.

Handy tip: If you can see the ‘Log In’ wording/button in the top right corner of the website, you are not logged in. Once logged in, this icon is replaced with a ‘Basket’ icon.

For products with multiple options to select from, ALL item variables must be selected before the price will appear. Please make sure that you have selected an item from all drop down menus, and that you have clicked on the correct colour circle. When all drop down menus, including the part number, have been selected, only one colour is highlighted and this can often appear as though this has been selected. If you try clicking on that colour circle, this should resolve your issue.

If I am not happy, how do I complain?

At Woodway it is important to us to always provide the best possible customer experience. We appreciate, however, that there may be a rare occasion where we could fall short of this goal. In the event that we do not meet your expectations, we would like to hear from you in order for us to rectify our shortcomings. You can forward your complaint by clicking here, or by calling us on 02476 841750.

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’d like to share with us, please email our marketing team on [email protected]

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