When you Log-In or when you use a My-Account link, you will be sent to your Account Dashboard area. Here you can set your account details like billing and shipping addresses, alter the email address used for the account and set a new password. The dashboard is split up into six tabs, quick details on each area can be found below.
General FAQ
Here you will find a selection of commonly asked questions about our shop, products or services in general. Just select a question below to reveal its answer.
Account Dashboard
Dashboard: This tab leads to the account homepage. There are links on it to the shop, privacy policy, terms and conditions and our contacts page.
Orders: On this page you can find a list of your orders with the last order you placed at the top. On each individual order page is listed the date the order was received and its current condition (processing/completed). Products included on the order are listed with their price, with the orders overall shipping cost, VAT and total. The orders billing and shipping addresses at the time are also shown here.
Re-Order: On each individual order page just above the billing or shipping address, is a button labelled 'Order again' By clicking this button you will be able to re-order this complete order. The system will then add this list of products to the current cart and then take you to the cart page, ready for checkout.
Addresses: You can set or alter the default addresses used by the shop system on this page. These details are used to pre-populate the fields used for both the billing and shipping addresses. We recommend setting to the Billing Address to match the payment method you use to pay for orders to ensure payment is successful.
By default the system uses the billing address first. On checkout, you can select an Different Shipping Address by ticking the checkbox. You can alter both addresses during checkout for a single order if you wish.
Account Details: Here you can alter the user name and set the email address the shop uses to communicate with you. This email address is used by the system to send notifications for orders and messages. You can also Alter your Password here, simply enter your existing one before twice entering a replacement password.
Logout: Clicking logout returns you to you account dashboard, where you need to confirm the logout request before it can happen. Once confirmed, you will automatically be taken back to the account log-in page.
Checkout
Once you are happy with the contents of your cart you need to click Proceed to Checkout. The checkout page is where you confirm your order, select a shipping address and add a note to the order before you make a payment and place the order. Checkout has various sections for you to review and fine tune an order before you place it, you can find details of them below.
Payment for each order becomes due in full before you can place it on the shop.
Discount Code
At the top is the discount code area, simply click to open it to use. Here you get a final chance to input a coupon code and get a reduction on your carts total price.
Billing Addresses
If you have filled in the billing and shipping addresses within your dashboard, these fields will be pre-populated and wont need changing. Ensure your Billing Address is set to the same as your payment method to help ensure your payment is accepted. A Valid Email address is required for order and dispatch confirmation. To set up Delivery to a Different Address, simply tick the box and alter the fields for the alternate address.
Order Notes
Enter any instructions regarding the order, delivery or any further requirements in the box provided.
Order Review
The order review lists the contents of the order with the products and their prices with the shipping and VAT costs.
Free Shipping
Free Shipping is pre-selected if eligible and any other delivery options hidden. Once active, your shipping and VAT costs are updated to display the change.
Customer Pickup
Orders under £300 are eligible for customer pickup. But remember customers should contact us to pre-arrange a pickup day & time.
Total
Here's your orders total including any shipping and VAT costs.
Payment Methods
Listed here are the methods of payments available on the shop or by your account. If several are shown simply select and tick the one you wish to use.
Terms & Conditions
The term and conditions indicator will need selecting (ticking) to indicate your consent and understanding of them before you can continue to making payment.
Grand Total
The final cost of this order is displayed here in GB Pounds.
Payment
When you're happy with the order and are ready to pay and place the order, you'll need to click the Pay Now button. On pressing it you will be sent to the shops payment service provider.
Opayo (formerly Sage Pay)
On pressing the Pay Now button on the checkout page you are sent to our payment service provider Opayo. There you can see how much is left To Pay, along with a selection of possible payment methods. Simply select one method, follow its instructions and enter your payment details. Click Confirm to make the payment and place your order on the shop.
Once payment has been verified, you’ll sent back to the shop and the order confirmation page. The shop sends you an email to confirm the order has been received and is now visible in your order history. Once the order has been checked and stock allocated, its status will be updated. You'll then get an email reporting its been sent to dispatch for delivery.
Our accounts department will send you a final receipt/invoice of your order for your own records.
Damaged Packaging
A signature is required on delivery of your number plate shop order. And your package should undergo a quick visual check for Damage before you accept it. First evaluate any damage and report anything you find that effects its integrity to the driver. And remember to write it down when you sign for the delivery.
Our dispatch team uses protective materials within packaging, including paper and air pillows. But if you find any damage to your goods, you will also need to report it to us. Ensure you report it within 24 hours to be covered by our returns procedure.
To report damaged goods - email number plates at sales@tennantsuk.com or phone on 0115 9738084. Our office hours are listed on the contact us page.
Forgot Password?
If you have lost or forgotten your password, simply click this link and follow the instructions to create a new one. This shop has a built in system to cover Forgotten Passwords. If you have lost your password, simply go to Log-In like normal but click the lost password link on that page.
You will then be taken to a reset password page where you will need to enter your email address, please use the same email linked to your shop account. The shop system will then send an automated email with a link for you to set a new password for the account.
Free Delivery
Most deliveries will have a set charge of £10 unless you are ordering over £300 worth of goods - pre tax. If that is the case, then the option for Free Shipping appears and is pre-selected for you. Refresh the page if it isn't visible and you believe it should be.
To qualify for free shipping, your order must total at least £300 excluding VAT and not contain an excluded item. The option automatically becomes available in the cart or during checkout, once an order meets the target amount. The Shipping Address used for delivery is the one selected by you during checkout or the default set in your account dashboard.
Note: Free shipping also applies to pallet shipped goods once an order goes over £300.
How Do I Log In
There are several locations with links leading to the customer Log In. These are the Top Bar located on the right hand side of the page, the main navigation using the Account Pages and on the footer within the Account Links.
All these links lead to a system controlled 'my-account' page with fields for your user name and password. Once logged in or when using the account dashboard link you will automatically be be sent to your Dashboard area.
How Do I Log Out
To Log Out either click the link at the top right of the page which will take you to your account dashboard to confirm the instruction.
Alternately you can return to your Account Dashboard and once there click log out. The page will then reload and ask you to then confirm your intention. After logging out you will be sent to the log-in page, product prices will hidden on the shop and you will be unable to buy any goods without logging in once again.
How Do I Re-Order
This shop comes with a basic re-order facility for completed orders.
To re-order you simply need to access your account dashboard and enter your My Orders area. Now locate the order you'd like to buy again, and click it to open it. On each completed order just above the billing or shipping address, is a button labelled Order Again. Finally click this button, to re-order all the products in this order.
The shop system will add those products to the current cart and then automatically take you to the cart page. So you can review it and alter the quantity, before you go and checkout.
Note: Discontinued products will not be transferred to the new cart.
How To Apply For An Account
To shop online with us you will need to be a Current Tennants UK Number Plate Customer using one of our printing systems. You can request a NP-Shop account by contacting your account-manager or by talking with our customer services team.
Remember to read our shops terms and conditions and privacy policy pages. Both these documents should be considered supplementary to our trading terms and conditions, which covers our business to business relationship. Our contact information can be found on the contact us page, along with forms to consent to email marketing, shop account closure and shop-data deletion.
Note: Shop accounts are automatically deleted after 12 months inactivity, which also removes all account & order data. If you only buy once per year, please ensure you log-in to keep your account active. If need an account re-setting, contact our customer services team.
I Can’t See Prices
To see product prices or make a purchase, you will need to be Logged-In to your account. A quick-link to the log-in screen can be found on the top-right of the site-header.
Without being logged in no-one can see product prices, get discounts or order anything from the online shop. Once you have logged in the prices and sign-up forms will be shown. If you are a customer with an established discount, the plate media prices should automatically reflect your individual rate.
How Do I Change My Password
Changing your password can be done from within your Account Dashboard. The dashboard allows you to alter your account settings, passwords can be found within the Edit Account tab.
Simply click to load the edit account page and then locate the password fields, you will need to enter your current password first to validate any changes. Then, you can enter and then confirm your new password. Click the Save changes button to update the settings. You will need to enter the new password when you next Log In.
I Have Lost My Password
If you have lost or forgotten your password, simply click this link and follow the instructions to create a new one. This shop has a built in system to cover Forgotten Passwords. If you have lost your password, simply go to Log-In like normal but click the lost password link on that page.
You will then be taken to a reset password page where you will need to enter your email address, please use the same email linked to your shop account. The shop system will then send an automated email with a link for you to set a new password for the account.
How Do I Opt Out Of Email Marketing
You can Opt Out of email marketing by clicking the unsubscribe link at the bottom of every marketing email. This automatically removes that email address from our MailChimp mailshot list.
This facility is provided by MailChimp and keeps your details private and secure. To find out more about how they handles your contact information Click Here.
Where Do I Use My Coupon or Voucher
You can use your discount coupon by entering its Coupon Code on the Cart page or when Checking out. Simply type the code into the discount field and click the Apply Coupon button to apply it.
Cart page
The cart page is split into two sections, an order list and the cart totals. The order list at the top of the page provides a breakdown of all the items in the current cart. Each product is listed with their unit price, current quantity and subtotal. You can alter quantities and remove items completely on this page. At the bottom of this section there is also a box for entering a Coupon code with the Apply Coupon button next to for apply its effects.
Checkout page
The checkout page has the discount code section at the top of the page, since this is the last chance to apply a coupon to the order. Just like the cart page, there is a box for entering your Coupon code with a Apply Coupon button right next to it.
How Do I View My Order History
To view your Order History, browse to your account dashboard and select the My Orders tab on the left menu. Or click the ORDERS box from the large boxes displayed on the right. Alternately, when logged-in you can use the Orders link under the Account Pages Menu.
The orders page displays a list of your previous orders, with the latest placed at the top. Simply select and click an order to view a full breakdown of its contents. On each order, you will find the date it was placed and its current condition (processing/completed). All items in the order are listed, along with its price, shipping and VAT. Along with the billing and shipping address you chose at the time.
To reorder an old order, simply click the Order Again button, found after the details. This feature adds all the items to your cart, but with current pricing. Any discontinued goods will not be transferred to your cart, To finish, simply go through checkout and pay.
Missing Goods
You must check all your orders on receipt of delivery for any missing items. If any goods are missing, report it directly to Tennants within 7 days to be eligible for replacement.
In fact, check all your packages for damage that effects its integrity as well. Since this is the easiest indicator that something is amiss. Note any substantial package damage in writing when you sign for the delivery. And report it to us as well within 24 hours to be covered by our returns procedure.
To report missing or damaged goods - email number plates at sales@tennantsuk.com or phone on 0115 9738084. Our office hours are listed on the contact us page.
Order Confirmation
An Order Received confirmation is sent automatically by email when the shop receives your new order. You can see an example of this in the picture below.
The order confirmation email is only sent once you have been through the checkout process and have paid for your goods. This email is only an acknowledgement but you will receive further confirmation later on that your goods have been packed and sent for dispatch.
Finally, our accounts department will send you a final receipt/invoice for each order you make for your own record keeping.
Pallet Shipped
Some of our large or delicate items like jigs and printers are Pallet Shipped. This means an extra delivery cost of £50 and further instructions for those receiving these goods. Shipping costs can be seen once products have been added to your basket or during checkout.
Due to their cost and bulky nature, we shrink wrap and large items and printers on a pallet. Consignment documentation should be attached to outside of the pallet or held by the driver. A signature will be required on delivery and goods should undergo a quick visual check for any damage, remember to sign goods as damaged if any is found.
A forklift or powered pallet truck would be best for moving these goods into storage due to their size and or weight. Stripping away the wrapping material means they can be moved one at a time but be careful not to cause damage if using a knife. Check the individual items and report any damage to us within 7 days of taking delivery.
Note: The Pallet Shipping charge will apply until our Free Shipping threshold of £300 is met. After that shipping is free, which includes pallet deliveries.
Place An Order
To place an order simply Log-in and browse the shop, adding items to your cart as you go using the Add To Basket buttons. The shop confirms when a item has been added to the cart and you can adjust any quantities on the cart page. Once you are satisfied with your selection go and view your cart. The cart page is split into two sections, an Order List and the Cart Totals.
Order List
The order list provides a breakdown of all the items in the current cart. Products are listed with unit price, current quantity and subtotal. Clicking a product image or name will take you to that items product page. To remove a particular product simply click the left hand Cross and that item will be automatically removed from the cart. Quantities can be altered by adjusting each products amounts and then pressing the Update Cart button. At the bottom of this section there is also a box for entering a Coupon code with an Apply Coupon button to apply its effects to the carts contents.
Cart Totals
The cart totals section is where the order totals, shipping costs and VAT figures can be found. Free Shipping, if eligible for this cart can be selected here for delivery costs. Or you can select Customer Pickup on smaller orders and arrange to collect in person. Once you’re happy with your cart contents click the Proceed to Checkout button, and you’ll be forwarded to make your payment.
Checkout
The checkout page provides an order breakdown and a final chance to enter any coupons or alter the shipping details. The term and conditions indicator will need selecting (ticking) to indicate your consent and understanding before you can continue to making payment.
Payment for each order becomes due in full immediately when you place an order.
On pressing the Pay Now button you will be sent to the shops payment service provider Opayo, previously Sage Pay. You will see an order summary and its total cost along with a selection of payment methods. Simply select a method and then follow its instructions and enter your payment details.
Once you’ve finished entering your payment information and its been verified, you’ll sent back to the shop to an order confirmation page. The shop will also automatically send you an email to confirm the order has been received and is visible in your order history. Our accounts department will send you a final receipt/invoice of your order after dispatch for your own records.
Note: Remember to get in touch with us if you selected Customer Pickup, instead of delivery. Some items have longer lead-times so it's best to pre-arrange collection, to ensure your order is ready.
Shop Account
Once we have setup your shop account, you will receive a email with your shop Username and a link to set up your own Password. Click the link and your default browser will open and send you to the shop and the Password Creation Page, simply type your password into the boxes. Account passwords must be at least 10 characters long and not contain your username for security reasons.
We recommend the use of strong passwords when online, a password manager can help you store them safely. You can find a selection of these by searching online.
Your Account - Your Settings
All the details related to your shop account can be altered in your Dashboard, this is the area you are taken to on Log-in. The name and email address the shop uses to communicate with you can be altered here. The email address is used to send you notifications on your orders. You can also alter your Password in the dashboard, simply enter your existing one before twice entering a replacement password. Please take the time to make your Billing Address match your payment method and add a Shipping Address if it's different.
The system stores these details securely, and when you're shopping it automatically populates the checkout fields with these details, saving you time later. If you are a trade customer with an established discount your prices should reflect any reduction.
Account usernames can't be changed for shop customer accounts, this is a limitation of the shop system. By default we use company names if available. Customers can Log-In using their username or the email address associated with the shop account.
Standard Delivery
Unless you select Customer Pickup, we have a single Standard Delivery cost of £10. This charge covers most goods except those that need to be pallet shipped. The charge for Pallet Shipping is £50, but this is only active on large items like printers & roller jigs.
For your online orders we use a national carrier and a next working day service. This means most orders ship the next working day after they've been received. And you can see the cost and select an address for delivery during checkout.
All orders must be checked on receipt of delivery and any shortages or damage to packaging, noted in writing with the delivery driver and signed for as damaged. Individual goods should also be checked for damage or missing items and if any found reported directly to us within 7 days of delivery to be eligible for refunds or replacement.
Note: Free Shipping is available on all orders over £300 excluding VAT, including pallet shipped. Smaller orders are eligible for local pickup, contact us to agree a time and date.
