Frequently Asked Questions
Find answers to the most common questions about ordering, delivery, payments, and managing your B2B account.
How do I create a B2B account?
Click 'Register' in the top menu and fill in your company details. Once submitted, your account will be reviewed manually by our team — this process may take up to 48 hours (2 business days). During verification we check your business credentials and confirm that your delivery location falls within our service area, as we deliver using our own transport to selected UK areas only. You will receive a confirmation email once your account is approved. Please do not attempt to log in until you receive this email.
What are the minimum order requirements?
The minimum order value is £150 excluding VAT. Orders below this threshold cannot be placed through the Platform.
What payment methods do you accept?
We accept card payments (Visa, Mastercard) via Stripe, and TrueLayer (instant bank transfer). Please note that payment is not taken at the time of ordering — instead, your order is first confirmed by our team (including stock verification), and a payment link is then made available in your customer account panel. Card payments via Stripe include a small processing surcharge, which is displayed before you confirm payment. TrueLayer bank transfers are free of charge — there is no surcharge.
How does the approval workflow work?
If your company has spending limits configured, orders exceeding your personal limit will be sent for approval to your company administrator. You can track approval status in your Account under 'Approvals'.
Can I order on behalf of my company as a sales representative?
Yes. Sales representatives can log in via the dedicated Sales Portal, select a client company, and place orders on their behalf. All orders placed this way are clearly marked in the order history.
What are your delivery times?
We deliver using our own transport fleet from two locations: Waltham Abbey (Essex) and Willenhall (West Midlands). We do not use third-party couriers. Next-day delivery is available for orders placed before 12:00 PM for the majority of locations we serve. However, next-day delivery is not guaranteed for all areas — some locations are served only on specific days of the week, and certain areas cannot be reached at all due to distance from our depots.
Can I choose a specific warehouse for my order?
Yes. If your company has access to multiple warehouses, you can switch between them using the warehouse selector in the top menu. Stock levels and pricing may vary by warehouse.
How do I view my invoices and credit notes?
Navigate to Account > Invoices to view all your invoices and credit notes. You can filter by status (Unpaid, Partially Paid, Overdue, Paid) and download PDF copies directly.
Can I reorder a previous order?
Yes. Go to Account > Orders, find the order you want to repeat, and click 'Reorder'. All items will be added to your cart. You can adjust quantities before checking out.
What is a Shopping List?
Shopping Lists let you save frequently ordered products for quick reordering. Create lists from your Account or save an existing order as a list. You can then add all items from a list to your cart with one click.
How do I request a quote (RFQ)?
Add items to your cart and click 'Request Quote' instead of proceeding to checkout. Our sales team will review your request and respond with a custom quote, which you can then accept and convert to an order.
What units of measurement do you use?
Products are sold in their designated sales units (bags, boxes, pieces, etc.). The product page displays the conversion, e.g. '1 bag = 25 kg'. Your cart shows the total weight alongside quantities.
How do I contact customer support?
You can reach us by phone at (+44) 02085 589 400 during business hours (Mon-Fri 8:00-17:00), by email at office@domson.co.uk, or via the Contact form on our website. We aim to respond within 1 business day.
Do you deliver outside the UK?
We do not deliver outside the United Kingdom. Furthermore, because we use our own transport fleet rather than third-party couriers, our delivery coverage is limited to selected areas within the UK that our vehicles can reach from our depots in Waltham Abbey and Willenhall. Some UK locations may not be serviceable. If you are unsure whether we can deliver to your area, please contact our sales team before registering.
Why is there a surcharge on card payments?
As a wholesale distributor of bakery and confectionery ingredients, we operate on low trade margins. The standard card processing fee (typically 1.5% + 20p per transaction) represents a significant proportion of our margin on each order. Rather than increasing product prices for all customers, we pass through the processing cost transparently on card payments only. The exact surcharge is always displayed before you confirm payment.
How does the payment process work?
When you place an order, payment is not taken immediately. We first verify stock availability and confirm your order. Once confirmed, a payment link is made available in your customer account panel and you are notified by email. You can then pay at your convenience using Stripe (card) or TrueLayer (bank transfer). This 'order-then-pay' approach ensures you are never charged for items that turn out to be unavailable.
Why might my account registration be declined?
The most common reason is that your delivery location falls outside the areas we can reach with our own transport fleet. We operate from two depots (Waltham Abbey and Willenhall) and can only serve locations within practical driving distance. We may also decline registrations where we are unable to verify business credentials. If your registration is declined, you will be notified by email with an explanation.
Can I pay overdue invoices online?
Yes. Navigate to Account > Invoices in your customer panel. All outstanding and overdue invoices are listed there, and you can make a payment directly through the Platform.