Frequently Asked Questions

Hopefully you will find the answer you need below. If not, please Contact Us we will be very happy to help.

 

Registering for an Account 

Yes, you will need to register for an account.

Of course, you can browse before you’ve registered but we recommend registering first so that you can see when products will be delivered to your address and what you will pay. Once you’ve registered, you’ll be able to start adding favourites, setting up delivery addresses, checking product availability and pricing and using our range of helpful online tools. Find out more at the Bowak Academy.

If you need to place an order urgently, contact us or request a call back here.

You can register your existing Bowak account today to start enjoying all our online features

If you are completely new to Bowak, apply for an account here.

If you need to place an order urgently, contact us or request a call back here.

If you’ve not yet met your account manager, they would love to introduce themself. Please contact our sales team or request a call back.

Your account manager can provide advice and guidance regarding any of our products and services. 
They will also arrange quotes, demonstrations, consultations or any other assistance you woud like.

 

Orders 

Login to order online and gain access to our range of helpful online tools.

You can also order by e-mail, over the phone, by fax or by visiting our trade counter. See our contact details and opening times here.  

Yes of course! Our friendly Customer Service team would love to help you. Please call us or request a call back here.

You you will need to open an account if you would like to place an order, however having an account doesn't require credit. We do have a range of ways you can order once you have an account and a range of payment options too.

Request and Approve is an optional two stage ordering process, to help you maintain purchasing discipline. Find out more here.

Yes. Our customer service team are more than happy to help you do this. Or once you register and login, you can review all previous orders online and repeat any of them at the click of a button. 

If you want to make life even easier, then why not get set up on our Repeat Order Service. You can have the items you choose delivered every week/fortnight/month/etc. so you don't have to worry about remembering to order.

Yes of course. We have many customers who have chosen to setup recurring orders using our Repeat Order Service. If you would like to do this please give our Customer Service team a call.

If you would like to do this online, our Saved Baskets tool allows you to re-order a range of products in your usual quantities at the click of a button.

For a truly 'Hands Free' service, you may also wish to consider our Saved Card Details or Direct Debit payment options. We take care of the finance side of things for you as well.

Easy! Fill out this form and we’ll do the rest.

You will get an email Order Confirmation within seconds of placing your order. You can update the email address that acknowledgements are sent to here.

Once you register and login, you can view the details online from the day after your order is placed.

Yes. You simply need to contact us during opening hours on the day before your delivery, to let us know what you need to change.

Even if you change your mind after your order has been delivered, we are still happy to help. See our No Quibble Returns policy or arrange your return here.

 

Deliveries 

Delivery Locations

Orders for delivery to the green region are fulfilled by our own fleet and qualify for FREE Delivery with No Minimum Order.

Orders for delivery to the grey region are fulfilled by one of our preferred courier partners. Delivery is still FREE for all orders over £100, while smaller orders will receive a £10 delivery charge.

Same day delivery costs £30 irrespective of location.

We supply anywhere on the UK mainland using a combination of our own fleet and our preferred courier partners.

We fulfill the vast majority of orders using our own distinct fleet driven by helpful, reliable, uniformed drivers.

For deliveries to locations our fleet doesn't cover, we use APC and The Pallet Network depending on the size and weight of your order. And if things need to be delivered the very same day then we use TNT.

Yes. You can have as many addresses as you would like linked to your account.

Whether ordering online, by email or over the phone, you have the opportunity to select from any address we have delivered to you before, or to add a new delivery location.

If you have a lot of delivery locations and would like us to set them up for you in advance of placing orders, contact our sales team who will be be glad to help.

We aim to make life as easy as possible for you. This means that if you let us know exactly where you would like us to put your order, we will take it there for you.

This is made even easier if we can add the delivery instructions to your account, so please give your give your account manager a call or fill out our deliver to store request.

You can sign up to our safe place delivery service here and our driver will know where to leave your order if you are not there to sign for it.

You can find out your estimated delivery date for any product online before ordering. We also have an ‘alternatives available sooner’ feature which lets you know when you checkout if you could have similar items sooner. You will need to log in to see this helpful information or watch our estimated delivery date video to see how it works.

Once you have placed your order, our in-house order tracking team ensure you are aware of anything that is not available from stock, give you an idea of when it will become available, and offer you alternative products available sooner.

Same day delivery service is available up to midday, for a £30 delivery charge.

You can also come and collect on the day you place the order (usually within an hour during our opening times).

Please contact us to arrange same day delivery or collection.

We always welcome feedback – please let us know what you think here.

Yes. You can place your order online or over the phone and pick it up the very same day (or when you choose).

We offer this service during opening times and request that you let us know when you are collecting at the time of placing the order.

 

Payment 

We have a range of ways that you can settle your bill. Please see our Ways To Pay Guide for further details.

Budget controls are a simple way for you to control your organisation's costs, whoever is placing the orders.

Set the size and frequency of your budget, whether specific products are included or excluded, as well as what should happen if an order would take you over budget. Find out more here.

We are completely PCI and GDPR compliant. We use the Opayo (formerly SagePay) Token System to allow you to re-order without re-entering that your payment details, with the peace of mind that your payment details are not retained by Bowak.

You can fill out a New To Bowak form here. We also have lots of customers set up on pay when you order and direct debit accounts – if you would like to know more please see our Ways To Pay Guide.

Yes, we send all invoices by e-mail in one of our many efforts to reduce our carbon footprint. Update your invoice email address here.

If you are unable to receive emails, then please contact us and we’ll make alternative arrangements.

Absolutely, we can add purchase order numbers or a reference of your choice to your order.

No. VAT is added onto your invoice at the end of the order.

You can find your invoices online. You will need to log in to do this or see how it works here.

Or you can give us a call and request a copy of an invoice over the phone.

 

Account Details 

Fill out this online form and we will be happy to update your account. Any requests for updates will need to come from an existing named account contact in the interests of security.

You can enter unique delivery instructions every time you check out. If you would like to set or update delivery instructions for all your future orders, then please contact one of our friendly Customer Service team or let us know your requirements here.

 

Returns 

We are happy to help. Find out about our No Quibble Returns policy here, or contact one of our lovely customer service team or complete this form to return an item.

Thank you for letting us know, we find these things usually turn up. If you no longer need it then please fill in our returns form.

We are sorry if we have disappointed you on this occasion.

We believe that it should be easy for you to make a complaint or register a concern and we look upon complaints as an opportunity to improve and provide a better service. So we have a complaints handling policy to ensure your complaint will be taken seriously, dealt with promptly and fairly, and treated sensitively.

Please contact our Customer Service team to register a complaint, or if you would rather provide feedback anonymously, please use our feedback form here. This will allow us to look into your complaint and deal with it as quickly as possible.

We have a No Quibble Returns policy and you can also find our full T&C's here.

 

Products 

Jangro is a dynamic force in the cleaning supply industry that we are proud to be a part of.

The brand allows you to be sure of the quality of the products you buy from Bowak and confident of getting competitive pricing. You also benefit from award winning training resources, extensive knowledge and support literature, and the wealth of experience that comes from the largest network of janitorial distributors in the UK and Ireland.

Of course. If you can’t find what you need on our website then please send us a product request here or contact your Account Manager and they will be able to look into this for you.

It’s very easy to do. Click here for a speedy how-to video of how to build an order and other website basics.

We like to think sustainably and our packing is no different. When packing our deliveries, we re-use packing wherever possible and we don’t use packaging unnecessarily. You might also be interested to know that we helpfully label up all boxes of mixed items to identify their contents.

 

Health and Safety 

You can find Safety Data Sheets for all our chemicals under the ‘Downloads’ section for that item online. You can also download Safety Data Sheets for every product you have ordered from us in one go via our SDS download tool. Find out more here

Safety Data Sheets are emailed to the Health and Safety contact you have given us whenever you have a product for the first time, to ensure we are doing our best to help keep you up to date and compliant. If you need to, update your H&S contact here.

You can find Product User Guides online under the ‘Downloads’ section for the products which have them available. 

USEFUL TIP – if you scan the QR code on any of our Jangro products it will immediately direct you to the ‘Product User Guide’ and Safety Data Sheet for that product.

You probably know that it is each employer’s responsibility to ensure risk assessments reflect their operation and environment. 

COSHH Risk Assessments for each Jangro chemical save you time by guiding you to risk factors which you may wish to consider when conducting these assessments. You can find these under ‘Downloads’ on each product and via the QR codes on the product label. 

Find out about the numerous other ways we help you to stay safe and compliant.

Our Wallchart Creator is a FREE award-winning tool you can use to create bespoke wall charts in seconds to illustrate which chemical to use on each surface and the appropriate protection to use when doing so. Find out more here.

 

Getting Help 

We love to hear from our customers so please give us a call if you need us. If you know which department you want to talk to then you can call directly on these numbers.

Drop us an email or give us a call and we will be able to help. Our contact details are here.

You can find our opening times here.

You can find us at: Bowak Ltd, 12B Exeter Way, Theale Commercial Estate, Theale, Reading, Berkshire, RG7 4PF

 

Feedback 

We welcome all feedback, so please let us know what you think here. You can also send us your thoughts via the link on all order acknowledgments and on all delivery notes.

You can find customer feedback and testimonials on the front page of our website.

 

Training 

We have a comprehensive Online Learning Management System (LMS) with an extensive range of training modules. Please contact your Account Manger to find out more or click here to register.

We support lots of our products with digital product user guides (PUGs) which you can find under the Downloads section of our products. Many or our products also have user guide videos on their product page online. We also work closely with our manufacturers to provide more specialist training if you need it. Please contact your account manager for more information.

LMS Courses award certificates upon successful completion which are available to download online.

 

GDPR 

 

Pricing 

Login to see your prices or request a quote here. We also offer a price comparison service where we do the legwork and you make the savings. 

Alternatively contact your Account Manager who will be happy to confirm prices, offer advice or provide any other help you require.

Send us a recent invoice or quote here and we will compare products to our nearest equivalent and highlight the savings you will make.

 

Machines and Machine Servicing 

Yes, we offer a machine repair and servicing – you can find out more here.

Yes. The responsibility of a machine's warranty stays with the manufacturer but we can help you discuss this with them if you need to.