Contact Us
Rainham Branch Operating Hours
Our branch personnel are available during the times listed below. Please note: The last customer entry is 30 minutes before closing time.
Head Office Availability: Monday to Friday, 9:00 AM to 5:00 PM.
| Day | Time |
|---|---|
| Monday | 8:30am - 6.30pm |
| Tuesday | 8:30am - 6.30pm |
| Wednesday | 8:30am - 6.30pm |
| Thursday | 8:30am - 6.30pm |
| Friday | 8:30am - 6.30pm |
| Saturday | 8:30am - 4:00pm |
| Sunday & Bank Holidays | 10:00am - 3:00pm |
On-line Enquiries
For enquiries or more information about our products and services, please contact:
Customer Services: +44 (0) 208 595 7830
Rainham Depot Address:
Unit 1 Fairview Industrial Park
Marsh Way
Rainham
Essex
RM13 8UH
Cash & Carry Service
Cash & Carry refers to a self-service model with checkout facilities within the depot. The lowest prices are consistently offered at Cash & Carry. Our mission is to provide a quick, accurate service while ensuring your safety.
By visiting our depot, you agree to adhere to the following rules:
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Vehicle Responsibility: Your vehicle and its contents are parked at your own risk. Time Wholesale Services accepts no liability or responsibility for the safety of vehicles and their contents against theft or damage. Please ensure your vehicle is locked when unattended and remain vigilant when visiting or loading.
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No Smoking: Smoking (including vaping) is strictly prohibited inside the depot.
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Eating and Drinking: Consumption of food and beverages inside the depot is prohibited, except in designated areas.
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Children: Children under twelve (12) are not allowed beyond the Customer Service area unless a liability waiver is signed. Children under twelve (12) must not be left unaccompanied.
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Security Surveillance: You are continuously monitored by our security systems. We reserve the right to share footage when necessary.
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Restricted Areas: Do not enter areas marked as restricted, including those temporarily blocked due to fork-lift operations, goods-in areas, or storage spaces.
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Health and Safety: Comply with all Health and Safety legislations and depot-specific policies. Always read safety signs and exercise caution within the depot and its parking area.
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Fire Alarm Protocol: In the event of a fire alarm, proceed to the nearest exit and follow all instructions provided by Time Wholesale Services staff. Participation in fire drills is mandatory.
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Entry Rights: We reserve the right to deny access or request anyone to vacate the depot or parking area without providing reasons. Non-compliance will be treated as trespassing.
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Membership: Your membership is non-transferable.
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Respectful Behaviour: Any form of verbal or physical abuse towards our staff or customers will not be tolerated. Offenders will be prosecuted.
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Waste Management: Do not bring or discard waste at our depots, including the car park or grounds. A £1000 fine will be levied for evidence of fly-tipping.
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Liabilities: Any damage to our property or stock caused by you or your staff will be your responsibility.
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Theft and Vandalism: Breaking or opening cases or packs is considered criminal damage. Consuming unsold goods that haven’t been paid for is theft. Offenders will be prosecuted.
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Promotions: All offers are subject to availability. Errors & Omission Excepted. We reserve the right to modify or terminate any promotion without prior notice.
Important Notes:
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Ensure your payment information is up to date to avoid delays in processing.
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Contact us immediately if you encounter issues with your payment.
Click & Collect Orders
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No Minimum Order: There is no minimum order requirement for Click & Collect.
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Collection Timing:Next-day collection is available. Choose your preferred collection slot during checkout.
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Order Timing:
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Orders placed before 12:00 PM will be available for collection from 8:00 AM the next day.
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Orders placed after 12:00 PM will be available for collection from 1:00 PM the next day.
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Orders placed on Saturday before 12:00 PM will be available from 8:00 AM Monday.
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Orders placed on Saturday after 12:00 PM will be available from 1:00 PM Monday.
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Cluster Picking: Our depot uses a cluster-picking method. Any changes to your order will hinder our order preparation efficiency.
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Order Surveillance: All order preparations are monitored by cameras. Disputes are resolved using video evidence, which is conclusive.
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Order Processing: Order guidelines are non-contractual and may be subject to change.
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Order Verification: Please inspect your items before leaving the depot. Claims for damages or shortages will not be entertained after collection, particularly for tobacco products.
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Order Collection: Only account holders may collect orders. If you wish to nominate someone else to collect on your behalf, provide customer services with the individual's details and vehicle registration via email in advance.
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Order Storage:If your order is not collected within 3 days, we will contact you. Uncollected orders are refunded after 7 days, excluding service surcharges.
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Cancellation Fee: Processed orders awaiting collection incur a £15 fee upon cancellation.
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Collection Process: Upon arrival, please park in the Click and Collect Bay in the car park and visit Customer Services to let them know you have arrived. Customer Services will stamp your invoices for release and notify the team to bring out your goods. Please note that our outbound staff are not authorized to release orders without proof of payment.
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Loading Responsibility: If you request forklift loading, Time Wholesale will not be liable for any damages to your vehicle or purchased goods. Your consent is required for this service.
Important Notes:
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Ensure that your contact details are up to date for timely communication.
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Please arrive within your selected time slot to avoid delays.
Delivery Orders
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Minimum Order: There is no minimum order requirement for delivery.
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Delivery Areas: We deliver to Essex and East London (IG, RM, E, EN, SS, CM, CO, CB), Kent (DA, BR, ME, TN, CT), and North London (EN, N).
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Kerb-side Delivery: All deliveries are kerbside. The driver will not enter your premises. Please inform us in advance of any access restrictions.
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Delivery Timing: We deliver between Monday and Friday only, from 9:00 AM to 5:00 PM. We do not deliver on weekends.
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Delivery Order Timing: Orders must be placed before 12:00 PM for next-day delivery. Orders placed on Friday and Saturday will be delivered on Monday. Orders placed on Sunday will be delivered on Tuesday.
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Time Slot: Deliveries are made between 9:00 AM and 5:00 PM. While we cannot specify the exact time, drivers will call 1-2 hours before arrival.
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Payment Methods: We do not accept cash on delivery. All payments must be made via our 3D secure website prior to delivery. If you wish to pay in-store, goods will not be released until payment has been made in full.
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Delivery Wait Time:Drivers will wait up to 15 minutes to offload. Undeliverable orders are returned to the depot, and reshipping incurs additional costs.
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Signing & Checking: You are required to sign for your order upon delivery. Discrepancies must be reported within 24 hours. Any disputes will be investigated prior to issuing credit. Once you sign for the goods, a proof of delivery is loading into our systems with a picture of goods delivered.
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The goods are delivered in black shrink wrap with our Time Wholesale security seal. If the seal is broken, please contact us before accepting the delivery.
Important Notes:
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Ensure the delivery address is accurate and accessible.
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Report any discrepancies immediately to avoid delays in resolution.
Returns And Refunds
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Condition of Returned Products: All returned items must be in their original condition. Opened packages, products nearing their expiry dates, or items in poor condition will not be accepted.
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Proof of Purchase: To facilitate a return, you must present a copy of your last invoice.
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Medical Products: We do not accept returns for any medical products.
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Right to Refuse Refunds: We reserve the right to decline a refund if there is no proof of purchase or if we suspect the refund request to be dishonest.
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In-Depot Returns: For returns in the depot, please approach our customer service desk. Our team will inspect the item and process the refund accordingly.
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Returns on Delivery: If you wish to return a product received through delivery, simply send it back with the driver. While our drivers cannot adjust the invoice on-the-spot, we will credit your account within 24 hours of receiving and inspecting the returned product at our depot.
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Sales Policy: We do not offer a "sale or return" policy.
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Refunds All refunds will be processed in the same manner as the original payment. We do not issue cash refunds for credit card or debit card payments.
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Special Orders: For products specially ordered at your request, we cannot provide refunds or exchanges unless the item is faulty. Cancellations for such orders are not accepted, but we will remind you of this policy before finalizing the special order.
Important Notes:
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Ensure that returns are made within the stipulated timeframe and that all return conditions are met.
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For special orders, please review the order details carefully before finalizing.
Payment Options
Cash Payments:
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We accept cash payments up to £7,000 for any single transaction in depot. If your invoice exceeds this amount, the remaining balance must be settled digitally or by credit/debit card.
Digital and Card Payments:
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Open Banking: Payments are accepted in depot.
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Debit Cards: All debit cards are accepted.
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Credit Cards: We accept all major credit cards except pre-paid credit cards, Diners Club, and non-European foreign cards.
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Online Payments: Payments made online are processed through Sage Pay. We utilize a 3D security protocol for enhanced security during online card transactions.
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Phone Payments: We do not process payments over the phone. All card transactions must be processed by chip and pin or via our 3D secure website.
Credit Availability:
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To apply for a credit account, you will need to complete an application form. We offer 7 to 14-day payment terms by direct debit.
Payment Methods Not Accepted:
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Cheques: We do not accept cheques as a form of payment.
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Credit Cards: We do not accept pre-paid credit cards, Diners Club, or specific foreign cards.
Important Notes:
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Ensure your payment information is up to date to avoid delays in processing.
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Contact us immediately if you encounter issues with your payment.
Customer Registration:
At Time Wholesale Services, we are committed to delivering quality products and services while ensuring a smooth, transparent, and secure trading experience for our customers. This policy outlines the terms and conditions that govern our operations and interactions with customers. By adhering to these guidelines, both parties can ensure a productive and positive business relationship.
To open a business account with Time Wholesale Services, you must be a business owner aged 18 or older and affiliated with one of the following business sectors. Please note that we do not supply goods directly to the public.
Eligible Business Sectors:
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Retail:Grocery & Convenience Stores, Forecourts, Off Licenses, or Newsagents.
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Bar & Kitchen:Restaurants, Pubs & Clubs, Bars, Fast Food & Takeaways, or Cafés.
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Export:Please enquiry on 0208 595 7830.
As part of our due diligence process, we require the following documents:
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Completed Application Form.
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Signed Terms & Conditions.
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Certificate of Registration (if a Limited Company).
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Copy of VAT Registration (if VAT-registered).
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Proof of ID to verify the Business Owner (Driver’s License or Passport only).
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Current Bank Statement.(not older than 3 months).
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One recent Utility Invoice from the trading address, not older than 3 months.
Registration Process: In-depot and Digital registrations are processed the same day Monday to Friday. Weekend registration will be processed on the next working day.
In line with our Data Protection policy and GDPR requirements, we do not retain hard copies onsite. All documents are securely stored in our ERP system.
Responsibility: It is the business owner's responsibility to notify us of any changes to the application form. Our terms and conditions form a binding contract between the legal owner of the business and Time Wholesale Services UK Ltd.
Due Diligence Definition:
Due diligence refers to the appropriate care a company exercises when entering business relations or contracts with other companies. As mandated by HMRC, it is our responsibility to:
To register your account, please complete our registration form in-store or visit our website at www.timews.co.uk. On the website, you will find a "Sign In" or "Register" button in the top right-hand corner.
Important Note: Failure to provide accurate or updated information during registration may lead to delays in account activation or potential account suspension.
Complaints and Helpdesk
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Lodging a Complaint: If you wish to raise a complaint, please email us at customerservices@timews.co.uk or call 0208 595 7830. Your complaint will be registered in our ticketing system and addressed by a company director. Expect a response within 24 hours.
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In-Person Assistance: For immediate assistance or to address grievances in-person, please visit our customer service desk to speak with the General Manager on duty.
Important Notes:
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Your feedback is valuable to us; it helps us improve our services.
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We strive to resolve all complaints promptly and fairly.