FAQs

Can I buy off you from Ireland? Has Brexit affected this?

We supply products daily to customers in the Republic of Ireland, Northern Ireland and Great Britain. As we're based in NI, we can continue to supply products to the UK and Ireland without any customs charges or extra procedures.

My login is not working? Forgotten login details?

If you have forgotten your log-in simply click the reset your password button on your account page, alternatively click here.

Still having issues? Call us on 028 9181 3494 or send us an email.

I am experiencing some issues with my shopping basket?

We would recommend logging out and in of your Ray Grahams account. If this doesn't work, try a different browser (such as FireFox or Chrome), or even a different device (such as phone, tablet, computer). Finally, if none of these work please call us and ask to speak to the web technical department (available 8:15am - 5:00pm Mon-Fri).

How do I place an order?

If you're struggling with placing an order on our website, check out our all-in-one guide to placing an online order here.

How do I return an item?

Depending on the reason you are wanting to return an item there are various options. For further information regarding this, view our 'Returns & Refunds' policy.

What are the delivery options?

Orders placed from both UK and Ireland that are over £99 will qualify for free delivery. For online orders under this threshold there will be a shipping charge of £5.99 for the UK and £7.98 for Ireland.

In some cases, your delivery may incur additional delivery charges due to the nature of some products (size, weight of contents etc).

If you live in an area that our courier charges us additional for, we will pass these extra charges on to you as a separate payment by contacting you directly.

We use a 48-hour delivery service; however we normally quote your package to arrive within 3-5 working days.

For more information on deliveries check out our 'Delivery Information' page.

Can I track my order online?

Yes, once your item has been dispatched you will receive an email containing the tracking number/link. Tracking facilities are available via our delivery partners' websites, these are linked below:

Royal Mail Track
DPD Track (UK Mainland)
DPD Track (Ireland inc. Northern Ireland)

If you have not received your tracking link, please contact us and we will supply you with one.

My order has been damaged in transit, what should I do?

If the order has taken excessive damage while in transit, you must inform us immediately (no later than 48 hours) by e-mail, making sure to attach clear photos. For more information please visit our Refunds & Returns Policy.

My order looks incorrect, what should I do?

In the unlikely event that you have received the wrong items, contact us by e-mail (as we need this in writing) and we will be happy to rectify this issue for you.

How do I know if an item is in stock?

If we currently have the item you are browsing for in stock there will be an "Availability: In Stock" message below the price of the product.

What guarantee comes with the goods?

The majority of products which we sell are covered by a manufacturer warranty, but this will vary depending on each manufacturer and the type of product. To find out the specific warranty details of a product, please e-mail us with the Product Code and we will reply with that information.

What way do your Euro conversion rates work?

All invoices are priced in Sterling. The final Euro price displayed on our website is there only as a rough guide and may not be 100% accurate. The final exchange rate that you pay is out of our hands and depends on the payment method you use and the exchange rate that your bank, building society or credit card company.

How can I contact RGL?

You can get in touch with us through our social media channels, telephone or e-mail. For more information regarding contacting us visit our 'Contact Us' page.

What are your opening times?

Our normal opening hours are displayed below and in the footer of every page on our website. Please note, these opening hours may differ on public holidays.

Monday to Thursday: 8.15am - 6.30pm
Friday: 8.15am - 5.00pm
Saturday: 9.00am - 4.30pm
Sunday: 1.00pm - 5.00pm

How do I apply for a job at Ray Grahams?

You can apply for employment at Ray Grahams by completing an application form and returning it to us. Application forms are available here, alternatively you can download an application form here.

Are all your products genuine?

All products Ray Grahams sell are 100% genuine, we do not deal in second hand or fake goods.

Do you have premises?

Yes Ray Grahams have premises open to the public 7 days a week and have been trading since 1970, we are a bonified retailer. We are located in Newtownards, 10-15 minutes from Belfast in Northern Ireland. Our shop has ample parking available with plenty of space for cars, vans and trailers.

Are Ray Grahams open to the public?

Yes we serve both trades and public every day. We stock a large range of products suitable for home users, DIYers as well as professional tradesmen such as electricians, plumbers, joiners and more.

What is the Ray Grahams mission statement?

Treat our customers online as if they were standing at our shop counter.

How many products do Ray Grahams sell?

We currently sell over 50,000 products but have access and contacts for most products that we don't stock.

Who owns Ray Grahams?

Founded in 1970, Ray Grahams is still owned and run daily by the same local family, you can have a read of our history in the 'Story so far' section.

Is it safe to buy online?

You can have total confidence while shopping on raygrahams.com it's as safe as shopping instore but the convenience from home. We use secure servers and our payments are handled by Sagepay and PayPal we also do checks ourselves to authenticate the purchase. We will NEVER store your card details so you can buy with peace of mind when shopping with Ray Grahams.

What payment methods do you support?

We accept all major credit cards through SagePay and PayPal. We also accept cheques, bankers drafts and bank transfers but the goods will not be dispatched until these clear. We endeavour to work with our customers to suit their needs.

I have a DIY problem; can you help me with it?

Certainly, we will help you with anything we can! Our fully trained staff are on hand 7 days a week to answer any questions and to help you choose the right products for your job.

How do I get a VAT invoice?

We send a VAT invoice along with every parcel so check inside the box when you receive the goods. If you lose this, however, you can email or phone us requesting a copy and we'll send you it.

How do I buy excluding VAT?

If you are buying outside the UK and you're VAT registered then you can buy excluding VAT from our website. You will need to supply us official correspondence from the VAT office showing your VAT number and your company's registered address (e.g. VAT returns form, etc.). If you are a non-EU European customer (e.g. Norway or Switzerland) or are buying from Guernsey or Jersey then you are entitled to buy from us VAT exempt. In this case you do not need to supply us with any information but we may ask for forms of ID and/or a utility bill with sales we deem to be of a high risk. One thing we require from all customers buying ex-VAT is that your billing and shipping address are the same. Please see our 'VAT Export Account' blog post for a full guide.

How do I enter your competitions?

Easy! To enter our competitions simply like our Facebook, follow us on Twitter and look out for our competitions. When you join our social feeds you're not only going to get the chance to enter excellent competitions but you will also be given great offers for our website that you won't receive anywhere else, so why not follow us now?