Frequently Asked Questions

The most commonly asked questions about your account and our website, services and products are shown below. If you cannot find the answer to your question or query please email our customer services team at customerservices@morplan.com or call 01279 775522. 

I can't log in - how do I reset my password?

If you have only shopped by phone or in-store before, you won't automatically have an online account so will need to register. Our system should link this to your existing account details, but if there are any issues please call us on 0330 44 55 666 or contact your Account Manager.

For customers who usually shop online but can't remember their password, first try the password reset form and we'll email you instructions on how to reset your password. If you haven't received this, please contact us on 0330 44 55 666 where we can manually set a temporary password for you.

Can I open a Morplan Credit Account?

This is subject to a credit check - Please complete our Credit Application form or call our Accounts Team on 0330 44 55 666. We are happy to extend interest-free credit (subject to status). Please note that invoices must be paid in full by the 30th of the following month.

For additional information, you can speak directly to a member of our Accounts Team on 0330 44 55 666.

Is it safe to buy on this site?

Yes. The Morplan website is protected PCI compliant and abides by the General Data Protection Regulation. Keeping your personal information (including payment details) safe is at the heart of the Morplan service.

How can I pay for my order?

We offer various methods for paying online, via telesales and in store. Our current offering includes: Credit Card, Debit Card, Paypal and Cheque / BACS (via Morplan Credit Account).

We accept payments using Visa, Visa Debit, MasterCard and Maestro. We DO NOT automatically store credit or debit card details on our systems, however you do have the option to “Save your Card” for future orders online. In this instance your details are encrypted and secured by our payment gateway - Barclaycard.

Alternatively, you can apply for a Morplan Credit Account and pay by cheque or BACS (please quote your Morplan order number as your payment reference on all payments to ensure your payment can be allocated to your order quickly). Your account details are stored on our system, making it the fastest way to pay.

How do I know if you have stock?

We pride ourselves on our stock levels and in most cases our products are in stock and available to buy immediately - Simply find your items, select the quantity and add them to your basket.

However, in some cases an item will be available to buy but will be flagged as "backorder" and the stock available date will be clearly labelled on the item page and shopping basket. This status is only assigned to items which we will replenish and is not end of life or clearance. For items which qualify as "backorder", we will provide you with a date in which we expect the stock to be delivered to our warehouse. Please note that this will be the date we aim to ship these items directly to you. Allow up to five working days for delivery.

If an item is "Out of Stock" we will clearly label this on the website and you will not be able to add the item to your shopping basket. However, we will provide a link for you to subscribe to our Stock Alerts.

You can also check our stock in-store by utilising our "Click & Collect" feature. Simply click "Find your local store" and our stock levels will be revealed against the relevant stores.

When you make your selection you will be advised immediately if we don't have enough stock to meet your requirements. You will then be able to choose from the following options:

  • • Send the stock available with the rest to follow (at no extra charge)
  • • Change your order to match the stock available
  • • Select an alternative product
  • • On the rare occasion that a product becomes permanently unavailable before your order is fulfilled, we will contact you to discuss the alternatives

Can I save my order?

Yes - you are able to utilise our 'Wishlist' feature to save items you like or maybe interested in. To use this feature, please log in to your account or register with us today.

Also, once you are signed in, anything you add to your shopping basket will remain there until you either complete your order or delete it - even if you sign out. You can view the contents of your shopping basket at any time from any device, once logged in, by clicking on the shopping basket at the top of the page. There is also the option to reorder a previous order in the click of a button if you need to replenish the same items.

How does the 'Wishlist' work?

For items you order regularly or for items you want to remember for another time, you should try our 'Wishlist' feature. There is no limit to how many items you can add, no time limit and no stock restraints. Your 'Wishlist' will provide you with quick access to the items you want and will allow you to simply add them directly to your shopping basket.

To make use of this feature, Sign in or create an account, find the items you are interest in and click the heart icon. These will then be saved in your account under the menu 'My Wishlist'.

What is 'Fast Order Entry'?

Perhaps you already know the items codes (SKU) or are ordering via the catalogue - if that's the case then why not try our 'Fast Order Entry' service? 

To make use of this feature, Sign in or create an account, visit the Order by SKU page and simply enter the item codes (SKU), desired quantity and click "Add to Basket". This will add all of the selected products and quantity required straight to the shopping basket without having to navigate the website. We will also confirm if any items are "Out of Stock" or on "Backorder".

You can also upload a CSV file containing your order. Your spreadsheet must include the column headings "sku" and "qty" in lowercase.

Can I phone up to place my order?

You sure can - sometimes its nice to talk to another person and we're happy to take your order by phone. Call us Monday to Friday between 8:30am and 5:00pm on 0330 44 55 666.

Alternatively, you can call your nearest Morplan store to reserve your items there - Find your closest store. Calling us will also give you the opportunity to ask any questions you might have about our products, services and charges. To save on any delivery charges, our stores will be happy to prepare your order for collection.

What is Live Chat?

Live Chat is a fast way for you to speak to a member of our team without having to wait for a reply to emails or be on the phone for long. When an operator is available, you will see a Live Chat window pop up in the right hand corner of your screen on whatever page you are on. Simply click this pop up and you will be offered the opportunity to start an instant chat or video chat with a member of the Morplan team.

Why have I only received part of my order?

If the item(s) missing from your order are not printed on the delivery note, they are on "backorder" and will be shipped to you and soon as we receive the stock in our warehouse.

However, if they are printed on the delivery note, check how many parcels are listed on the shipment label. If this does not match, please allow up to 24 hours for the courier to deliver your missing parcel(s) before contacting us. If you have received the same number as what is printed on the shipment label, please contact our Customer Service Department on 01279 775522 to investigate the shortages.

Why is my invoice less than my payment?

You have more or more items on "backorder" and so your order has been partially shipped. You will receive an additional invoice for the goods to follow as soon as they are dispatched from our warehouse.

How do I return goods?

If you have received an item which has been damaged in transit, you will need to provide an image clearly showing the damage to the product. If you have received the wrong item, please check your delivery note. If the code and description do not match the item you have received, it is likely a picking error has occurred.

To return goods, please ring our Customer Service Department first on 01279 775522. It is advisable to obtain a receipt from your carrier or Post Office. We can arrange collection, at your request, at a cost of £6.00 + VAT per parcel for England and Wales. Please ring for a quotation for Scotland, Northern Ireland and offshore islands.