Help Centre

How To Guides

Quick Reference Guide for our Website

It couldn't be easier to manage your Gallery trade account. Alongside useful features such as full tracking and live stock levels, you can find your full order history, invoices and returns online for quick and easy viewing.

To help you make the most of these features we've created this handy guide explaining each section of your Account page. Use the quick links to jump to a section, or scroll to view our complete guide.

My Account - An overview of the navigation pane and your account information

My Orders - A list of all possible order statuses and what they mean for you

Checkout - How to add addresses, select shipping method and leave a comment

My Returns - The returns process, how to submit a return and accessing credit notes

My Account Page

01. Navigation Pane

The navigation pane on the left of the screen is always visible, no matter which screen you are viewing.

This is where you can access your orders and returns, as well as change your password.

02. Account Info

Here you can see your current Payment Terms, Credit Limit and Available Credit. Available credit may not be 100% accurate if you have placed orders or made payments within the last 24-48 hours, as these will need processing and confirming.

03. Shipping Address

Your default shipping address will be shown here.

Orders can be delivered to alternative addresses, which will be shown on the checkout under 'Address Book' for any other saved addresses on your account. New business addresses can also be created whilst at the checkout, as well as the option of shipping direct to customer.

04. Marketing Preferences

Here you can decide exactly how you would like to be contacted by us.

Please ensure you subscribe to our weekly newsletter to be kept up-to-date with all our exciting launches and specials offers.

My Orders Page

01. Tracking

Any item line that displays the Tracking Link can be clicked to track your delivery. Note, this will open in a new window for the applicable carrier.

02. Download Invoice

For each line on your order, you can click on the 'Download' button in the "Invoice No." column to download the relevant invoice for your records.

03. Order Statuses

Processing
Order received, awaiting customer confirmation
Sent to the warehouse, awaiting picking
Being picked
Fully Dispatched
Fully Delivered
Part Dispatched
Overdue invoices on your account, please contact accounts@gallerydirect.co.uk or call on 01795 439159
Awaiting payment, please make a payment online or e-mail accounts@gallerydirect.co.uk or call 01795 439159
Order Cancelled

Checkout Page

01. Adding an Address

You can use this section of the checkout to enter new addresses or send direct to your customer / drop ship.

02. Shipping Method

Select your shipping method to see precise delivery charges, including any geographical surcharges as shown below.

Where available for larger Furniture and MTO items (over 35kg), you can also choose between doorstep and full white glove delivery service as shown below.

We're also happy to arrange for your order to be collected from our Sittingbourne warehouse. We would kindly ask for a minimum of 24 hours notice and confirmation of when and who will be collecting.

Please note, if you hold a proforma account with us then your order will need to be paid in full for the goods you are collecting prior to your arrival.

03. PO Reference

Please provide your specific Purchase Order Number, if you do not provide your own then we will simply allocate our own Web Order Number by default.

04. Comments

The checkout comment box can be used to enter delivery instructions or any other general comments you'd like us to be made aware of.

How to Submit a Return

01. Submit a Return

To submit a return online, simply navigate to the order, select the line or lines (1a) that you wish to return and then click Submit (1b) in the 'Order Actions' section.

Please note that there will only be a tick box to select if that item has been invoiced out, ie if the order is still being processed a tick box won't be shown.

Returns Form

01. Multiple Items

On a multiple item return, there will be a separate tab for each item that you're returning with a form to complete with your reason for return plus any comments and supporting images.

02. Return Form

For each item, please complete the returns form with your reason (ie Damaged or Wrong Item Sent) and any further comments, plus supporting images. If you don't enter the required fields for each item when selecting save, you'll receive a warning before you can submit your returns request.

Once submitted, the ticket will then be created and logged under your Returns History, displayed under the 'My Returns' section of the website, showing key info such as order no, date submitted and current status.

Returns History Page & Returns

01. Returns Reasons

The Return Details page will display the Reason Code for each item in your return, for example 'Damaged - replacement required' or 'Faulty - credit required'.

02. Credit Note

Credit notes generated from your return can be downloaded under the 'Credit Note' section of the Return Details page. The credit note number will only appear next to an item that is actually on that credit note.

03. RSO Number

The RSO number will be displayed next to the item if it has been replaced. Clicking these will take you to the details page for that particular Replacement Sales Order.