Frequently Asked Questions

Is there anything else we can help you with?
If you can’t find what you’re looking for below please contact our Head Office 01264 334 596 or [email protected]

How can I start trading with you?

How do I open a Credit or Pro Forma Account?

To apply for a Portway Credit or Pro Forma account, please complete our online application by clicking the desired link below.

How do I become a user?

Once your application for a Portway account has been successful, … we will be in contact with your account number and website log in credentials.

What are my Login Details?

If at any point you have forgotten your website log in details please get in touch 01264 334 596 or [email protected] and one of the team will be able to assist.

Please note: all change of delivery address, invoice address and email address must be logged at Portway Domestic Appliances Head Office.

Deliveries & Trade Counter

When will my Order be delivered?

Full details of Delivery Days and Order Cutoff Days & Times can be found on our Delivery page.

All of our Trade and Home Deliveries are handled by Ken White Distribution, who are based away from Portway HQ.

Please note: We do not offer next day delivery, neither can we provide a timed delivery window. If you need an ETA give us a call and we’ll do all we can to help.

Is there a Delivery Charge?

A delivery charge of £15 applies to any order under £200 in value. (Before VAT) This will be added by Portway staff after your order has been placed.

Orders of over £200 will be delivered free of charge. Although in times of rising fuel costs and a responsibility to the environment we would encourage our customers to try if possible and build an order of several items to ensure its economic and viable to deliver.

Can we collect our order from your Trade Counter?

Yes, our Trade Counter is open 5 days a week for collections. We can usually process your order for collection within an hour. So give our Sales Team a call on 01264 334596 to arrange.

Full details can be found on our Trade Counter page.

Do you offer a Home Delivery service?

We can offer Home Deliveries direct to your consumers via our logistics partner Ken White Distribution, for full details and pricing visit our Deliveries Page.

Placing Orders online

How do I place an Order?

All our products are organised in comprehensive product categories on the side ‘Browse Product’ menu on the left of the page. Alternatively, you can use the search bar to find your desired product and click add to basket. To complete your order simply proceed through to the checkout following the on-screen instructions.

Alternatively give our Sales Team a call on 01264 334596 Opt 1 and place your order over the phone.

Handy tip: If you want to only see what we have in stock, select the ‘Show Only In Stock’ check box on the right hand side of the site, Just below the Search bar.

Where can I find details of my Order progress?

Upon placing an order through the Portway Online website you will receive a confirmation email. Your order details will also be displayed within the Order Tracking area of your account. Located in the horizontal navigation menu at the top of the site. This feature will enable you to see the status of your order from processing through to dispatch.

Please note: You can only track details of orders your have place on the Website. Orders placed with the Sales Team over the phone will not display here.

How do I cancel an Order?

In the unlikely event that you must cancel or wish to amend an order please give us as much notice as possible by calling our Sales Team on 01264 334596 Opt 1 or email [email protected] at least 36 hours prior to scheduled delivery date.

Although we will do our best to halt your order, please note if orders have been dispatched, we may not be able to cancel or change them for you.

Service & Returns

How do I return a faulty or damaged product?

If in the eventuality that you have a product that is faulty or damaged and need more help from Portway. In the first instance please visit our ‘Service & Returns’ page on the main website tab or via the link below.

This page will give you a comprehensive guide on what processes to follow, a list of Manufacturers service numbers and forms to fill in so the Portway Service Team have all the information they need to process your request.

What happens If I have ordered the wrong product?

Goods ordered incorrectly or no longer required must be reported to The Portway Service Team with 14 days of receipt of delivery and still be in the original boxed packaging as new.

A ‘restocking charge’ of 25% from invoice value will be administered for any returned / restocked items.

Key Downloads

Where can I find your latest promos and brochures?

All of our current promotions and product brochures are uploaded to our Downloads page, Login in to your account and you can browse and save all our important information and more here.