Frequently Asked Questions


About TSL

In 2019, TSL became a part of the WF EDUCATION GROUP to offer you a more complete, more relevant offer - focused on innovative and intelligent solutions and spaces.

Since our beginnings back in 1986, we have endeavoured to be the premier supplier of design technology and machinery products and services to schools in the UK and Internationally. We have a reputation for supplying quality and affordable products to schools and colleges across the UK and abroad, backed up by outstanding customer service and technical/after-sales support. Our team are all dedicated to supporting teachers and technicians by providing the products and solutions they require to improve academic outcomes. Our success means that we are now a leading supplier to schools and colleges of a much wider range of equipment including tools, materials and resources covering major curriculum areas of Design & Technology, CAD/CAM and Engineering, Textiles, and Food Technology. A specialist projects division of the company was created in 2002, providing the latest and best workshop machinery and equipment for schools.


Where are you located

TSL, as part of the WF Education Group is situated in Shrewsbury, in the heart of Shropshire in the West Midlands. Our multi-continental, European distribution centre provides an excellent central location for UK shipping but also easy international distribution. The Phoenix House offices and 90,000sq ft warehouse is situated just off the M54 and just a 30-minute car journey to the M6.


Accreditations and Associations

TSL, as part of the WF Education Group is ISO 14001 and 9001 accredited and aim to ensure maximum safety and legislation is fully compliant for any size project or service. Good business practices and quality products and services are of utmost importance to us, and we are proud of our accreditations and professional memberships.

WF Education is ConstructionLine Gold which is assessed on additional important areas such as a business’s environmental management, quality management, equalities, and diversity. Our Constructionline Gold demonstrates to our customers our commitment to delivering quality outcomes. 

We are also members of CHAS, CILIP, and BESA.

You can find all our accreditations and memberships here: What We Do.


Getting in Touch

Getting in Touch

You can get in touch with us via telephone (01743 812 200) or email ([email protected]), Monday to Friday between 8am and 5pm. If you would like advice on product selection, ordering or returns, delivery, or anything in between, simply get in touch via our contact page. If you want to talk technical, please contact us at [email protected] To give you the best possible service we may ask you additional questions by phone or email. If your query concerns one of our products we may ask for photographs to help us deal with your enquiry.

How quickly will you get back to me?

Our team will work hard to help you as soon as we can. Please, allow at least 24hrs for an email response as we may need time to gather information to properly assist you.

What do I do if I am not happy with my service?

We hope that you are pleased with any purchase you have made or service you have received from WF Education Group. However, if for any reason you would like to raise a complaint, please call our Customer Support team on 01743 812 200, in the first instance. We aim to resolve your complaint while you’re on the phone, but if this isn’t possible, we will agree on a course of action with you, and you may be required to submit your complaint in writing. Our complaint’s policy asks that you simply write to us within 30 days. You can view our T&Cs here.


Ordering

How do I order?

If you are new to shopping with TSL online, you will need to set up an online account to order and purchase goods through this site. Set up your WF Education online shopping account to speed up the checkout process and save a payment method to your account. If you already have an online TSL account, you will need to login to complete the checkout process. Once you have added products to your basket, you can review the contents, amend quantities, or delete items before you checkout. Baskets will be saved if you choose to log out and return at a later date. We also accept orders via phone (01743 812 200), email ([email protected]), PO Number (contact Customer Support via phone or email) and post (WF Education Group, Phoenix House, Battlefield Enterprise Park, Stafford Drive, Shrewsbury, SY1 3FE).

Can I checkout as a Guest?

Yes. You can proceed with your order and checkout without creating an online account. Please note, guests are unable to save personal information or payment methods for next time.

Finding the right products

To find what you’re looking for, you can use the ‘search’ function located in the header of each page. You can use either keywords or the product code. You can also use the categories located at the top of every page to navigate your way around our ranges. If you have the product codes at hand you can also use our Quick Order Form to build your order and add to your basket all at once.

How would I pay for my products and services?

We accept payment via BACS, most major credit cards, and cheque. Credit accounts are available to most education establishments and local authorities, and this will be discussed at the point of initial contact and planning. Each customer account request is reviewed on a case-by-case basis.

Do I receive a confirmation of my order?

When you have placed your order, you will receive an order confirmation email from WF Education Group.


Setting up or linking to a WF Education credit account

Request a Credit account

You can only request a credit account if you are purchasing on behalf of a public library or educational establishment (school, college, university).

Our group-wide credit account permits your institution to purchase from any of the WF Education brands (Timstar, Gresswell, TSL, Maudesport) and can be linked to a number of individual departmental contacts. To request an account, please, complete our form.

On receipt of this form, our team will process your request within 24 hours (Mon-Fri, 9-5 pm, excluding bank holidays) and will send confirmation via email.

If you have any questions, please, contact Customer Support.

One company. One account. You can purchase from any of the WF Education brands using your credit account.

Can I link to my organisation's credit account?

Yes. To link to an existing group wide WF Education credit account. Please, complete our form.


Products

Does your team advise on your products and services?

We do indeed! We can help you with any level of query from product comparisons to technical specifications or power supplies. Just contact us via our contact page. Our experienced technical support team offer the highest level of support and are available for advice, product comparison and for information on set up and functionality.

Prices

Prices quoted on our websites, in our catalogues and our publications (specific to territory), do not include VAT. VAT will be added to all UK and EC orders (where applicable) at the current rate. All prices are net of VAT. Whilst we endeavour to maintain prices, we reserve the right to vary and change prices in accordance with economic conditions without prior notice. Errors or omissions are subject to alteration without notice.

Do you offer a warranty on your products and services?

Yes, we do. We are confident in the quality of our products and services and as such offer our customer's peace of mind when working with WF Education. Visit our terms and conditions to find out more about how our warranty and guarantees work for our product range and services. You can view our T&Cs here.


Delivery

For full delivery charges and exclusions, please visit our terms and conditions to find our latest pricing. You can view our T&Cs here.

We aim to despatch all stocked items, subject to availability, from our warehouse on the same day if ordered before 2 pm. Delivery surcharges will apply for delivery to Northern Ireland, Scottish Highlands, Offshore Islands (including the Isle of Wight) and overseas – please call our Customer Support team on 01743 812 200 for an estimate.

Standard UK Delivery charges: All prices quoted are exclusive of VAT. These apply for standard items stocked in our warehouse.

Mainland UK

For Parcels to UK Mainland Delivery to UK Mainland is FREE if the order exceeds £75, orders of less than £75, shipping is £7.50. *Items flagged as Hazardous/Dangerous with a Freight Surcharge are charged an extra £10 for shipping, irrespective of how many such items there are on the order there is only a single £10 charge.

 


Cancellations and Returns

Cancellations and Returns

For full details on cancellations and returns, please refer to our terms and conditions. You can view our T&Cs here.

Customers must contact our Customer Support team on 01743 812 200 or email within 14 working days of delivery to obtain authorisation to return goods.

All chemicals and hazardous goods are non-returnable are non-returnable.

Goods returned without prior authorisation will not be credited. We reserve the right to charge a minimum of £7.50 to cover any collection and restocking costs we may incur because of a customer ordering error.

For overseas returns, please contact our Export Team on 01743 812 200 for details before returning any goods.

Damage and/or loss in transit

If goods are delivered damaged, we must be notified within 24 hours of receipt of the goods, otherwise, claims cannot be considered. If goods cannot be examined on delivery the buyer should sign as ‘unexamined’ and any damage or shortage of goods notified in writing, with supporting images to us within 24 hours of delivery. Delivery shortages must also be notified to us within 3 working days of delivery. In the event of non-delivery, we must be notified within 7 working days of the date of advice of despatch.


Any other questions?

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