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.


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.

My Account Dashboard - Screenshot

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.

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.

Checkout - Discount Code Area

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-Column

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.

Total
Here's your orders total including any shipping and VAT costs.

Payment-Methods-Column

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.

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.

Damaged package wrapped with fragile tape

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.

Lost Password Link

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.

Reset Password Screen

Most deliveries will have a set charge of £10 unless you are ordering over £250 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 £250 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 £250.

Free Shipping Notification in Basket

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.

How and Where to Login

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.

My Account Dashboard - Screenshot

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.

How and Where to Logout

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.

My Account Dashboard - Screenshot

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.

Reorder Button on Old 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.

To purchase from us online you’ll need to be a Tennants UK Customer and have a Number Plate Shop Account. You can register for an account using our Application Form, or by emailing us with your request. Whereas, existing customers should contact our customer services team to request one.

This shop operates a Business to Business service, selling supplies to trade customers within mainland UK. Because there is no deferred payment, all orders must be paid for in full on checkout. And for compliance reasons, we will periodically check that you order matching components. All we ask is that you hold a valid RNPS number and obey the conditions of being a trade customer.

Be aware we only accept requests from DVLA registered suppliers, since this is a required legality. You will also need to provide us with your RNPS (SID) number and business details for verification. And please read our shops terms and conditions and privacy policy pages. Which are supplementary to the terms that cover our business relationship.

Note: Shop accounts are automatically deleted after 12 months inactivity or 18 months without purchase. So if you only buy once per year, please ensure you log-in to keep your account active.

To see prices you will need to be a shop account holder and Log In to your account. Without being logged in no-one can see their prices, get discounts or order anything from the online shop. If you are a trade customer with an established discount, plate media prices should automatically reflect your individual prices.

How and Where to Login

Shop Accounts
To purchase from us you’ll need to be over 18 years of age and hold a trade and shop account. You can apply on our Account Application page, read both the shops terms and conditions and privacy policy before submitting any request for an account. Both these documents should be considered supplementary to our Trade terms and conditions, which covers our Business to Business relationship. Be aware, we only accept account requests from DVLA registered number plate suppliers. And you’ll need to provide us with your valid RNPS Id number and business information on application for verification.

The shop operates a business to business service, selling number plate supplies to authorised clients only. Payment is due in full on order checkout and there is no form of deferred payment.

All we ask is that you hold a valid RNPS Id number when you place an order and obey the terms and conditions of holding an account.

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.

Edit Account Page

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.

Lost Password Link

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.

Reset Password Screen

You can Opt Out of email marketing for the shop at any time, the simplest method is to click the unsubscribe link at the bottom of the sales email. This automatically removes that email address from the marketing list for news and offers

Alternately, you can browse to the contact us page on the shop and fill in the Opt Out Form towards the bottom of the page. Once we have received your request we'll remove you from any emailing lists as soon as possible.

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.

Screenshot of the Cart Order List and Coupon Box

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.

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.

My Account Dashboard - Screenshot

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.

Reorder Button on Old Order

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.

Packaged 50 Yellow 3-Part Bundle

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.

Order Confirmation Email

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.

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 £250 is met. After that shipping is free, which includes pallet deliveries.

Free Shipping Notification in Basket

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.

Screenshot of the Cart Order List and Coupon Box

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. Once you’re happy with your cart contents click the Proceed to Checkout button, and you’ll be forwarded to make your payment.

Screenshot of the Cart Totals

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.

Once you have been approved for a trade and shop account you should receive a email with your shop Username with 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.

My Account Dashboard - Screenshot

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.

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.

Free Shipping Notification in Basket

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 £250 excluding VAT, including pallet shipped.