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Home  FAQ
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1. Is there a delivery charge?
Yes on orders below six windows. No on orders above six windows or more. The product prices shown on our website exclude delivery charges. This is automatically calculated for you at a commercial rate and is displayed at the end of your order in the shopping cart.
Orders with total of six windows amd more, shipping is free. Deliveries are only to any address within UK mainland. This does not include islands. To ensure your free shipping on six windows or more email your order
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Shipping rates are displayed in "delivery" located at the foot of the front page. All items will be transported directly to the delivery address degsignated by the user. If you fail to supply exact address details you will delay your order e.g. flat number, post code. Failure to allow access between office hours 8am - 6pm a rebooking fee of £10.00 will apply to reschedule. Business Post is the carrier.
We are able to offer "timed,evening & Saturday" deliveies. There is a seperte charege for this service. Please contact the office by email or phone. Please see "Contact us" section.
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2. When can I expect my order?
Please always refer to the delivery times quoted for each item, as they vary. Click on "Product Details."beside all velux products.This will show the amount of days you can expect to wait for your order. All deliveries are subject to stock availability, clear funds and any additional or amendments that may increase or alter order(s). Please also note that delays may sometimes occur due to manufacturers holiday times, national and local public holidays as well as the logistics of the professional service of the carrier.
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3. What if I am unable to accept delivery of my order?
You are responsible and accountable for accepting your delivery. AML Direct Ltd strongly recommends that you sign for the delivery of your goods. You must sign and print your name clearly. If you are unable to accept delivery of your order, you may enter further details in the box provided at the end of the shopping basket. E.g. leave behind porch door. AML Direct Ltd will not be held responsible if you choose to enter futther details option. AML Direct Ltd will not be held accountable or responsible for any orders not arrived on time through the use of a professional carrier and where the delivery note(s) have not received a clear signature and printed name.
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4. What if my delivery contains damaged goods?
Our quality control team inspects all goods immediately on receipt of delivery from our suppliers (to check for faulty goods or for signs of damage during transit to us) and then again prior to dispatch from our warehouses. In the case of any items sent direct from our suppliers or manufacturers, it is their quality control practices and systems that will be passed direct to the customer. Working in partnership we aim to avoid supplying you with faulty or damaged goods.
However, in the event that the goods received by you are for any reason either faulty or damaged, you should contact us immediately. No later than three working days from the date on which you have accepted delivery and signed for the goods. Contact by phone on 01505 850 086, or by email at
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or by clicking on "Contact" via http://www.amldirect.co.uk/ for access to a customer enquires form.
In that event, the replacement of goods will require the original order or damaged or faulty goods to be returned in its all original packaging. It is a requirement to include a copy of the original delivery note or invoice along with any Returns Number issued by contacting Customer Service Department.
A Velux Returns Officer will inspect the return of all faulty, damaged or returns goods. This normally takes up to two weeks for an officer to inspect. There findings will be reported back to the customer. In the instance of genuine returned faulty or damaged goods you have the right to be offered either a) refund of the purchase money paid by you or b) Alternatively, you may agree to accept the supply by us of replacement or similar goods, subject to the same terms and conditions as in the supply of the original goods.
Provided that you notify us of the defect or damage within the stated period of time after delivery, and provided that the damage or defect has not arisen following the date of delivery to you. None of these remedies mentioned in any way affect your statutory rights as a consumer under the Sale of Goods Act 1979 (as amended), or otherwise.
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5. How do I contact AML Direct Ltd?
AML Direct Ltd can be contacted by email at
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or telephone 01505 850 086. Telephone calls are charged at normal rates, which vary depending on your telephone service provider. Our customer service centre operates between 9.00am and 5.00pm Monday to Friday. Please leave a message if you phone out of office hours. Emails received during these hours will be answered as soon as possible.
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6. What if I have a complaint?
Shopping at AML Direct Ltd will hopefully always be an enjoyable experience for all our customers. However, in the unlikely event that you do not enjoy your time shopping at http://www.amldirect.co.uk/ please tell us. Contact customer services by email at
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or call our head office on 01505 850 086. Any complaints will be dealt with in a prompt and professional manner. Telephone calls are charged at normal rates, which vary depending on your telephone service provider. We will acknowledge your complaint within one working day and will seek to resolve it promptly, and to your satisfaction within reason.
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7. Do AML Direct Ltd have a returns policy?
Yes, we want you to be pleased with your purchase. Once you receive your goods you have seven days to decide if you wish to return it. If so, we will collect the goods at a local or national carrier rate charge. There will be £25 charge per each item returned plus the carriage charge for collections. AML Direct Ltd will return your money within thirty days after the approval from Returns Officer on inspection of your goods. All VELUX products MUST have not been attempted to be installed, MUST still be in perfect condition and existing packaging. Please see What happens if I cancel my order?
Alternatively, if you are agreeable, we will issue you with a credit equal to the value of the returned goods less the charges. It is a pre-condition of either refund of the purchase price, or the issue of a credit of equal value, that the goods are made available for collection by us in the same conditions as they were in when you accepted delivery of them.
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8. How will you use my personal details?
We have a strict policy of keeping all customer information entirely confidential and will never pass your details on to a third party.
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9. What is the warranty policy at AML Direct Ltd
of our products come with a full manufacturer's warranty. This warranty will be for at least one year from the date of supply of the goods to you, but any limitation on the warranty does not in any way affect your statutory rights under the Sale of Goods Act 1979 (as amended) or otherwise.
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10. What is the service policy at AML Direct Ltd
With our many years of experience within the distribution business, we know that happy customers always return. By sourcing high quality products and offering the right product to meet your needs, we endeavour to avoid problems. However, if you do have a problem, we will contact the manufacturers immediately, and we will arrange for their representative to contact you direct in order to assess what steps need to be taken to remedy your complaint, i.e. either to carry out on the spot repairs, or to replace the goods. Your statutory rights, either under the Sale of Goods Act 1979 (as amended) or otherwise, is not affected by any remedy which we offer you.
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11. Do all prices include VAT?
All prices quoted by us include VAT at 17.5%
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12. How can I place an order?
You can order online simply by clicking the "AML Store" button on top menu, proceed to click "velux" icon. Choose the icon the best suits your needs e.g. window type or flashing kit. Select size or type. Read product info if required or if completed shopping click on the "Follow To Checkout" button, which takes you to our order form. You may then enter your personal information and credit card details and submit your order via our secure WorldPay server. Alternatively, you can place your order by calling our sales on 01505 850 086 or by emailing us at
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. We will confirm by email or if required contact you direct.
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13. What methods of payment do AML Direct Ltd accept?
We accept MasterCard, Maestro, Visa, Switch, Solo, Delta, Electron, JCB, personal & business Cheques, (all Cheques must be crossed and made payable to "AML Direct Ltd") Bankers Drafts or Internet Banking (BACS) and Cash. Allow up to ten days for cheques to clear prior despatch date
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14. What if I do not wish to use my Credit card on-line?
If you decide that you do not wish to submit your credit card details on-line, but you still want to purchase products from AML Direct Ltd, simply contact a member of staff by phone 01505 850 086 or by email at
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We will then take your order by phone, if all customer handlers are currently busy we will handle your call, confirm the details of your enquiry and contact you to confirm your order. You may then arrange to make payment by Cash, Cheque or Bankers Draft/BACS (all Cheques must be crossed and made payable to AML Direct Ltd). Allow ten days prior despatch for cheques to clear
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15. What if I do not have a credit card?
If you do not have a credit card but still wish to make a purchase from AML Direct Ltd simply contact a member of sales by telephone on 0800 633 5785 or by email at
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You can then arrange to make payment by either Cash, Cheque or Bankers Draft/BACS, (all Cheques must be crossed and made payable to AML Direct Ltd)
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16. What happens if I cancel or refuse my order?
We request confirmation of cancellation and refusal in writing. All or any part of an order(s) that has already been processed or despatched that you wish to be cancelled or refused will be subject to a minimum returns fee of 20% off the total hires cost and a collection carriage charge (Administrative, Lost Revenue Handling & Re-stocking charges). Please contact us immediately on 01505 850 086 or by email on
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.
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17. Quality of our Products?
Remember; before you confirm an order please make sure that the item you require will firstly meet all your requirements or the project that it is designated for, especially with regards to diamond blades and velux windows.
Check that the technical requirements make this choice suitable.
To help assess ease and achievement of product choice, we have were possible, detailed as much information as possible. Simply click the "product details" button at the selected product, and further information will be given beside each product image.
A simple but very effective method of confirming if a product will suit your needs, is to ask yourself some questions about what you want it to achieve, its functionality, how will it assist you in your tasks, does it require some specific features. Take into consideration the application, the environment and all or any technical, health & safety requirements. Obtain as much information as possible to help assist with your decision.
Returns Charge Any item ordered that is returned because it could not be delivered due to access restrictions, or because the item would not fit into the required area of your home, business, site or area will incur a minimum 20% returns fee. (Administrative, Lost Revenue & Handling Charge)
If in any doubt contact a member of staff who will gladly help and advise you.
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18. Security on Line?
Security On Line
All credit card payments are processed with full encryption using WorldPay Secure on line services. For those who may prefer not to use their credit or Debit cards over the internet, you may place your order by telephone with our friendly and fully trained Sales staff, who can invoice you for payment by another method.
AML Direct Ltd uses WorldPay to process all online payments. WorldPay's payment systems achieve optimum levels of security. Remote data storage, state of the art encryption techniques, and constant enhancements to their payments and security technology. WorldPay sets a new standard in intelligent fraud protection.
All details of the World Pay Sites can be found on this link http://www.worldpay.co.uk/
None of the customers who have shopped at AML Direct Ltd have ever reported fraudulent use of a credit, debit card or transaction as a result of purchases made with us.
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19. Confidentiality?
Confidentiality
As per the Data Protection Act of 1984 and our obligations as laid down by Paypal Services, We at AML Direct Ltd strictly adheres to all requirements regarding our customer's confidentiality. We will not pass your details on to any third party.
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20. Company Registration & VAT Number?
Company Registration No: 262334
VAT Registration Number : 827 860 793
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AML Direct Ltd uses WorldPay to process all online payments. WorldPay's payment systems achieve optimum levels of security. Remote data storage, state of the art encryption techniques, and constant enhancements to their payments and security technology. WorldPay sets a new standard in intelligent fraud protection.
All details of the World Pay Sites can be found on this link http://www.worldpay.co.uk/
None of the customers who have shopped at AML Direct Ltd have ever reported fraudulent use of a credit, debit card or transaction as a result of purchases made with us.
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21. Price Pledge
We continually scrutinise our competitors' websites to insure that we always provide you the customer, with the most competitive price, however in the unlikely event that you are offered a better price, we will refund the difference. (Subject to the following conditions)
Price Pledge Guarantee.
We will refund any difference to you within 14 days if the below terms are satisfied:
- The goods must be new, not shop soiled, returned or ends of line stock. The goods must be purchased as separate items, not discounted with other items. The products should be continually available to the general public at the price. Proof of quotation / purchase must be produced.
- AML Direct Ltd does not make a loss.
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