Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Unfortunately, we cannot cancel orders due to a change of mind. However, we understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email address.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
How can I contact your customer support team?
How can I contact your customer support team?
You can contact our customer support team via email on sales@ihp.co.uk or via telephone on 0121 783 8118. Our opening times are 8.30am – 5pm, Monday to Friday.
Returns & Exchange
What is your returns policy?
What is your returns policy?
Returns are accepted within 30 days for most items sold on our website, however, there are certain product lines that cannot be returned.
Return delivery costs are your responsibility and refunds are processed upon return of the goods within 7-10 business days.
To start a return, you can contact us at sales@ihp.co.uk.
Read the full Returns Policy here: https://ihp-4.myshopify.com/policies/refund-policy
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Shipping typically takes 3-5 business days after your order is processed. Delivery times may vary depending on your location and the shipping method chosen at checkout.
What couriers do you use to send goods?
What couriers do you use to send goods?
For parcels we use UPS and for pallets we use Mobile Powered People. Who we use all depends on the weights and sizes of the overall order.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
Can I collect an order rather than have it delivered?
Can I collect an order rather than have it delivered?
Yes, you can collect an order if you do not wish to have this delivered. The collection address is Bannerley Road, Garretts Green Industrial Estate, Birmingham, B33 0SR.
Are you able to ship orders on a same day service?
Are you able to ship orders on a same day service?
Yes, we are able to ship goods on a same day courier, please contact our customer support team on 0121 783 8118 or sales@ihp.co.uk.
Common Questions
Are the Bauer couplings you offer genuine?
Are the Bauer couplings you offer genuine?
Yes, all of the Bauer couplings we offer are the true, genuine Bauer originals. We take pride to be the biggest stockist and distributor in the UK for genuine Bauer couplings.
Do you only sell genuine Bauer couplings?
Do you only sell genuine Bauer couplings?
IHP have been the largest stockist and distributor of genuine Bauer couplings for many decades and are proud to have a fantastic relationship with Bauer. There is no coupling more reliable than the true, original Bauer.
Can you supply other Bauer products not shown on your website?
Can you supply other Bauer products not shown on your website?
Yes, we can. We have access to a wide range of other products available from Bauer such as pumps, mixers, separators and tankers to name a few.
If you need other Bauer couplings not shown on our website, there is a very good chance we will be able to fabricate this part to your requirements.
Please contact our customer support team if you have any questions.
