Q: What do I need to bring when I collect?

You will need the order reference number and , where applicable, you will need to provide your own bearers to assist with the safe loading of goods onto your vehicle. Unfortunately, if suitable bearers are not provided, we may be unable to proceed with loading due to health and safety regulations. Bearers can be purchased from us for an additional charge.

Question 1

Do you offer collection service?

Accepted Answer

Yes, we do, we offer free collection nationwide from our depots, excluding our Head Office, they open Monday-Friday 7am to 4pm. We recommend you order prior to collection, you can do this online or via phone on 01283 512 111 to save you any delays however depots do have a Trade Counter facility. Find your nearest depot with our Depot Locator.

Question 2

What do I need to bring when I collect?

Accepted Answer

You will need the order reference number and, where applicable, you will need to provide your own bearers to assist with the safe loading of goods onto your vehicle. Unfortunately, if suitable bearers are not provided, we may be unable to proceed with loading due to health and safety regulations. Bearers can be purchased from us for an additional charge.

Question 3

What delivery options are available?

Accepted Answer

We offer a wide range of delivery options including weekends and out of hours. We also offer exports, shipping, off-loading and installation services.

Our most common services customers use are Same Day, Next Day, Specific Day, Express 1-3 and Standard 1-5 Day Delivery, with options of morning, afternoon or even 2 hour time slot deliveries to meet your needs.

Prefer to collect? Collect for free at our depots nationwide!

Question 4

Do you deliver to all parts of the UK, including Wales and Ireland?

Accepted Answer

Yes, we offer nationwide delivery across the UK, including Wales, Scotland, and Northern Ireland. We can also deliver to the Republic of Ireland. Delivery charges may vary depending on location and order size. For an accurate quote and lead time, please contact our sales team on 01283 512111.

Question 5

How much is delivery?

Accepted Answer

Delivery varies based on order type, service and location, you can find your delivery cost on the “next step” page in our checkout on First Fence website or alternatively contact us on 01283 512 111.

Question 6

Who offloads the products on delivery?

Accepted Answer

It is the customer’s responsibility to safely offload the products however, we do offer additional off load facilities which include:

First Fence Offload where we will offload the products for you
Assisted Offload where we will help to offload the products

Charges apply for First Fence and Assisted Offload which are to curb side only.

Question 7

What is the delivery process after I place my order?

Accepted Answer

Once your order has been processed, it will go to the depot who will call you the afternoon before delivery to confirm all the details. On the day of delivery, the driver will aim to call you when they are on the way.

Question 8

Can I upgrade my delivery?

Accepted Answer

Yes, you can, if you have already placed an order and would like to upgrade your delivery or offloading service, simply give us a call on 01283 512 111 and we will be happy to help.

Question 9

My product has a lead time, what does this mean?

Accepted Answer

Some of our ranges will have a lead time for production or supply. All our lead times are in addition to the delivery option timeframe you selected, however if you do require your items sooner, give us a call on 01283 512 111 and we can offer an alternative premium solution to reduce your lead time.

Question 10

How long does DPD delivery take?

Accepted Answer

We offer DPD delivery for some of our smaller items. Delivery typically takes between 1 to 3 working days, depending on your location and order time. You’ll receive tracking information once your order has been dispatched. On the dpd portal you can track your parcel and request to leave in a safe place.

Question 11

Do you offer international shipping for your products?

Accepted Answer

Yes, we are proud to offer a comprehensive export service for our international customers. We can provide you with a shipping quote for any of our products to your desired port. Our experienced team will guide you through the process, ensuring a smooth and efficient experience from initial inquiry to final delivery. Whether you require a single pallet or a full container load, we are equipped to handle your international shipping needs. Please see our Exports Page for more information.

Question 12

Do you offer an installation service?

Accepted Answer

Yes, we can supply and install the majority of our ranges across the UK from Temporary Fencing and Barriers to Security Fencing and Gates using our Trusted Install Partners. Install is available both online and via our Sales Team by contact us on 01283 512 111.

Question 13

How much does it cost for installation of your fencing?

Accepted Answer

Installation cost is calculated based on a number of factors including product/ground type. Minimum charges apply. Please use our online calculator or call our Sales Team on 01283 512 111.

Question 14

Can you come to our site to review our requirements?

Accepted Answer

Yes, we can complete a site visit to review your requirements and provide a quotation for supply and install. Contact our team on 01283 512 111.

Question 15

How do I place an order for Hire?

Accepted Answer

Browse our range of products available to hire here, orders can be placed online or by speaking to our Sales Team on 01283 512 111

Question 16

Can I purchase the fencing I have on hire?

Accepted Answer

Yes, contact our Hire Team on 01283 512 111 or email hire@firstfence.co.uk with your reference number and requirements.

Question 17

Can I extend my Hire period?

Accepted Answer

Yes, contact our Hire Team on 01283 512 111 or email hire@firstfence.co.uk with your reference number and requirements.

Question 18

What notice do I need to give you to collect my fencing?

Accepted Answer

We need 48 hours’ notice to end your hire and collect the goods, speak to our Hire Team and they can arrange.  Please note that this does need to be acknowledged by our Hire Team.

Question 19

How much is the deposit for hiring products?

Accepted Answer

The deposit for hiring products start from as little as £500. Contact our Hire Team on 01283 512 111 for a quote.

Question 20

How do I get my deposit back?

Accepted Answer

Once the hire has been collected and checked for damages and missing items by the depot, the hire team will email you with confirmation of your refund. The refund process will then be started.

Question 21

When do I get my deposit back?

Accepted Answer

Once the hire team has confirmed any damages. Payment should arrive within two weeks. We process payments on Fridays, so please allow a few days from that date for it to reflect in your account.

Question 22

What are the terms and conditions for hiring products?

Accepted Answer

Our standard Terms and Conditions for Hire can be found here. For more information, please give our hire team a call on 01283 512 111.

Question 23

Can I cut my hire short?

Accepted Answer

We need 48 hours’ notice to end your hire and collect the goods, speak to our Hire Team and they can arrange this for you. Please note that this does need to be acknowledged by our Hire Team.

Question 24

Can my order be returned?

Accepted Answer

Yes, if you no longer require your order, you can contact our Customer Services Team on customer.services@firstfence.co.uk with your order reference number.

Please note, some orders may not be eligible for return, and may be subject to a restocking fee as per our Terms and Conditions.

Question 25

What payment methods do you accept?

Accepted Answer

We accept all major Credit Cards (excluding American Express), Bank Transfer, PayPal and international payments. All payment methods we offer are secure and comply with the payment card industry data security standard. We also offer Finance for UK Limited businesses through our partnership with iwocaPay.

Question 26

Do you have a showroom where I can view products?

Accepted Answer

Yes, you're welcome to visit any of our depots to view products in person. We recommend calling ahead to check stock availability before travelling. Our depots are located in Nottingham, Canvey Island, Tipton, Bristol and Glasgow. Use our Depot Locator tool on the website to find your nearest location.

Question 27

I no longer require my order, can I cancel?

Accepted Answer

Yes, if you no longer require your order you can cancel. To do this, please contact our Customer Services Team by phone on 01283 512 111, or email customer.services@firstfence.co.uk with your reference number. Please note, your order may be subject to a cancellation fee as per our Terms and Conditions.

Question 28

How long does it take to receive my refund?

Accepted Answer

Refunds are typically processed within 14 working days of actioning a cancellation request, or our depots receiving any returned items. We aim to handle all refund requests as quickly as possible, and a credit note will be accessible when the refund has been issued.

Question 29

What are your standard terms and conditions?

Accepted Answer

Our standard Terms & Conditions for both Hire and Sales can be found here.

Question 30

Do you offer Finance Options?

Accepted Answer

We partner with iwocaPay to offer a pay-in-3 finance option. As standard, iwocaPay is available for UK Limited Businesses on orders from £150 to £30,000.

For finance above £30,000, we partner with iwocaPay for loans up to £500,000 offering even more flexibility for funding on successful applications within 24 hours and no early repayment fees. Find out more, and apply online!

Question 31

What RAL colours do you offer?

Accepted Answer

Our products are available in a wide range of RAL colours to suit different environments and preferences. Some of our most popular colour options include Green (RAL 6005), Black (RAL 9005), Blue (RAL 5010), Red (RAL 3020), and Grey (RAL 7016). In addition to these standard colours, we also offer custom colour options through our powder coating service. For more information about available colours and finishes, please visit our Powder Coating Service page.

Question 32

I can’t find what I’m looking for on your website. What should I do?

Accepted Answer

No problem! Give our friendly sales team a call on 01283 512 111, and they’ll be happy to help you find what you need. We also offer a range of custom fencing and gates, so even if it's not listed online, we may still be able to supply it.

Question 33

When is your live chat available?

Accepted Answer

Our Live Chat service is available from Monday to Friday between 7:00am and 6:00pm, and on Saturdays from 8:30am to 1:00pm. If you contact us outside of these hours, you can still leave a message, and a member of our sales team will respond as soon as possible. To start a chat, simply click the green Live Chat button located in the bottom left corner of the page.

Question 34

Where are your depots located?

Accepted Answer

We have depots conveniently located in Canvey Island, Glasgow, Bristol, Nottingham, and Tipton. To find the full address and locate the depot nearest to you, please use our Depot Locator tool available on our website.

Question 35

Do you offer custom fencing and gates?

Accepted Answer

Yes, we offer a range of custom fencing and gate solutions to meet specific requirements. This includes bespoke Palisade fencing, custom-sized Mesh fencing, and automated gates and barriers tailored to your needs. For more information or to discuss your project, please contact our sales team, who will be happy to assist you.

Question 36

Can I request product samples?

Accepted Answer

We offer sample products for select ranges such as our EnviroRail® railing. For most other products, we encourage customers to visit one of our depots to view them up close and get advice from our team. Please contact us to check availability.

Question 37

Do your products come with a warranty?

Accepted Answer

Some of our products come with a limited manufacturer's warranty, including selected ranges such as automated and domestic aluminium gates. However, warranties are not available for all items. We recommend speaking with our sales team to confirm whether a warranty applies to the specific product you're interested in.

Question 38

How can I place an order?

Accepted Answer

We accept orders via our website online, email and phone. Our sales email is sales@firstfence.co.uk and our phone line is 01283 512 111.

You can place an order securely online or share cart for someone else to pay
You can contact us and speak to our friendly product experts and pay over the phone or via a secure link text message, just call our office for more details
You can request a quote via email or phone which will contain our bank details and a secure link for payment
Call into one of our Nationwide depots and place an order over our trade counter
Email sales on sales@firstfence.co.uk

Question 39

What does First Fence do?

Accepted Answer

First Fence is a leading UK manufacturer and supplier of a wide range of fencing and security products. Since our establishment in 2010, we have been dedicated to providing high-quality solutions for both residential and commercial needs. Our extensive product line includes security fencing, temporary fencing, traffic management systems, and access solutions, all available for purchase or hire. We pride ourselves on our customer-centric approach, offering a 24/7 sales line, and nationwide same-day delivery for orders placed before 10 am. Our commitment to quality is underscored by our numerous ISO accreditations. For more information, please see our about us page.

Question 40

Who are the people behind First Fence?

Accepted Answer

Our dedicated team at First Fence is the driving force behind our success. From our knowledgeable sales team, who offer a hassle-free ordering experience, to our skilled fabrication team who craft our high-quality steel gates and fencing, every member is committed to excellence. Our operations department ensures seamless communication and delivery, while our technology team continuously develops our digital systems to provide you with the best possible service. We also have dedicated teams for accounts and delivery, all working together to ensure your orders are processed efficiently and delivered on time. For more information, please see our Meet the Team Page.

Question 41

What is First Fence's plan for sustainability and achieving Net Zero?

Accepted Answer

As a company heavily involved in manufacturing and distribution, we are committed to making a positive impact on the environment. Our sustainability plan outlines our goal to achieve Net Zero by 2050, in line with the UK's national target. We are ISO 14001 accredited and have identified six key priorities to guide our efforts: reducing our carbon footprint, supporting our community, managing our energy consumption, optimising our fleet, empowering our people, and ensuring the sustainability of our products. For more information, please see our sustainability page which contains our suitability plan.

Question 42

Are there job vacancies available at First Fence?

Accepted Answer

Yes, we regularly update our careers page with new opportunities across departments. We welcome applications from individuals looking to join a fast-growing company.

Question 43

How do I apply for a job at First Fence?

Accepted Answer

You can apply directly through our Jobs page by selecting the role you're interested in and submitting your CV.

Question 44

What are your customers saying about their experience with First Fence?

Accepted Answer

We are proud of the positive feedback we receive from our customers. We use the independent review platform Feefo to collect genuine reviews and testimonials. Our customers consistently praise our easy ordering process, helpful staff, and prompt delivery. We hold a Gold Trusted Service Award from Feefo, which reflects our commitment to providing an excellent customer experience. We encourage you to read our customer reviews to see for yourself what people are saying about First Fence.

Question 45

How does First Fence handle my personal data?

Accepted Answer

At First Fence, we are committed to protecting your privacy. Our privacy policy details how we collect, use, and secure your personal information. We are the data controller and take our responsibility to protect your data seriously. We collect information such as your name, contact details, and purchase history to improve our products and services and for marketing purposes. We use secure servers and encryption to protect your data. You have the right to access, correct, or restrict the use of your personal data at any time.

Question 46

What professional memberships and certifications does First Fence hold?

Accepted Answer

We are proud to hold a number of prestigious memberships and certifications that demonstrate our commitment to quality, safety, and compliance. We are members of the Rail Industry Supplier Qualification Scheme (RISQS), ensuring we meet the high standards required to work within the UK rail industry. We also hold memberships with CIRAS and Gate Safe. These affiliations reflect our dedication to maintaining the highest standards in all aspects of our business. Please see our membership and certificates page to find out more.

Question 47

Can I set up a Trade Account and what are the benefits?

Accepted Answer

Yes you can, you can simply request an account application form here . The benefits include:

Easy Order direct to site
A dedicated account manager
Flexible 30 day invoicing
First alert on new offers.

Question 48

Can I apply for a Trade Account if I've never purchased from you before?

Accepted Answer

Yes you can, just request an account application form online here or contact us via email to account.applications@firstfence.co.uk. Our credit check process varies dependant on individual cases, however we open most accounts within 1 – 3 working days.

Question 49

How long does it take to open an account?

Accepted Answer

Our credit check process varies dependant on individual cases, however providing you have completed all the information on the Account Application form here we open most accounts within 1 – 3 working days.

Question 50

Do I need to open an account to purchase from you?

Accepted Answer

No, anyone can purchase goods through us via our website or our Sales Line on 01283 512 111.

Question 51

Can I have a trade account without the credit facilities?

Accepted Answer

Yes, if you would like to be approved for Discounted Distributor Pricing, you can apply through our form here. As soon as we have received this, we will contact you to discuss it further.

Question 52

What is a Railway Sleeper?

Accepted Answer

Railway Sleepers are rectangular timber pieces of wood that can be used for various applications in gardening and landscaping projects. These garden Timber Sleepers were traditionally used to support railway tracks, which is where they got their name from. Now they are most commonly used to enhance your garden to the next level, by creating garden features such as flower beds, vegetable patches, borders, retaining walls, and many more.

Question 53

What are the key features of Railway Sleepers?

Accepted Answer

Railway Sleepers are popular addition to your garden and has many key features including:

Versatility: Railway Sleepers can be used for a wide range of projects, providing flexibility in design and functionality. They are most commonly used for building garden beds, borders, and retaining walls.

Pressure Treated: Our Railway Sleepers undergo pressure treatment to the BS EN 351-1 standard, reducing the damaging effects of rot and weathering.

Natural Wood Texture: The brown or green treated finish highlights the natural beauty of the wood, complementing any garden setting.

Size: Our standard size Garden Sleepers are 2400mm long, 100mm high, and 200mm wide, providing stability and ease of use for various projects. Our Timber Sleepers can be cut down with a saw to meet your specific requirements.

Package Deal for Larger Projects: We offer packs of 100 brown or green Railway Sleepers at an affordable discounted rate, which are ideal for large garden or landscaping projects.

Question 54

What size and colours are available for Railway Sleepers?

Accepted Answer

Our Railway Sleepers come in a standard size of 2400mm in length, 100mm in height, and 200mm in width.

We have two colour options: Green or Brown. Our Railway Sleepers are pressure treated to an expert standard and conform to the BS EN 351-1 Treatment standard. This treatment improves the life expectancy of the Timber Sleepers as it reduces the effects of rotting and weathering on the Garden Sleeper.

Question 55

What ground types can you fix Railway Sleepers to?

Accepted Answer

Railway Sleepers can be installed on many ground surfaces, including soil, concrete, gravel, and decking. It all depends on what you are using the Garden Sleeper for. A level ground is ideal for installation as it will make it easier to install and be visually more appealing.

Question 56

Can I cut Railway Sleepers to size?

Accepted Answer

Yes, our Railway Sleepers can be cut to size with a saw to meet your specific size and design requirements. Whether you need them shorter, slimmer, or require a certain shape, then a saw and your imagination are all you need.

Question 57

How do I install Railway Sleepers?

Accepted Answer

The installation of Railway Sleepers depends on their intended purpose and the design you have in mind. The first crucial step is to ensure the ground surface is clear of any debris and as level as possible.

The next step will vary depending on the ground type and the desired appearance of the Railway Sleepers. You can use soil, concrete, decking, or grass as a base for the Sleepers. They can either be placed on the ground or partially buried for increased stability. To achieve a flat base, you may dig a trench and then fill it with sand, soil, or concrete. Once you have a level base, proceed to place the Railway Sleepers accordingly. You can stack them to create a higher border or connect them to each other. To secure the Railway Sleepers together, you can use wooden spikes, landscaping screws, or steel pins (not included).

If you are looking to create a retaining wall or raised planter with RSJ posts, then check out the questions below.

The final step involves achieving your desired design using the Garden Sleepers. Once in place, you can add the finishing touches, such as planting flowers or adding gravel to the borders. Your garden should now look even more beautiful with the addition of these Sleepers!

Question 58

Do Railway Sleepers and Sleeper Retainer RSJ Posts require maintenance?

Accepted Answer

Railway Sleepers require very little maintenance. We recommend using our Creosolve Wood Treatment to touch up the Sleeper yearly to prolong the quality and life expectancy of the Railway Sleeper. If you have used Sleeper retainer RSJ posts, we do have Hammerite Primer and Hammerite metal paint which is useful for protecting the posts against rust, corrosion and general weathering. These paints can be easily applied with our 50mm paint brush or 100mm paint brush.

Question 59

How are Railway Sleepers delivered and offloaded?

Accepted Answer

Due to their weight and size, Railway Sleepers require at least two people to safely offload and manoeuvre. If you don't have offloading facilities, we offer an offloading service for a fee. You can choose from various delivery options, including same day, next day, express, standard, or specific day delivery. We also offer free click and collect at all of our depots.

Question 60

Where can I get more information about Railway Sleepers and Accessories?

Accepted Answer

If you need more information about our sleepers or any other products, feel free to contact our team by calling 01283 512111, emailing sales@firstfence.co.uk, or using our live chat service. We are here to assist you with any queries or assistance you may need.

Question 61

What are Sleeper Retainer RSJ Posts?

Accepted Answer

A Sleeper Retainer RSJ Post is a type of post that is used to support railway sleepers. It is made of a rolled steel joist (RSJ), which is a strong and durable type of steel beam. It can be used alongside Railway Sleepers to build retaining wall, raised flower or vegetable beds, borders. RSJ post is typically placed in the ground and then the railway sleepers are slotted into it. Post mix is usually used to secure the post in place. RSJ posts provides a strong and stable foundation for the sleepers, which helps to prevent them from moving or shifting. It’s also a great way to make your garden more visual appealing!

Our Sleeper Retainer RSJ posts come in a range of different lengths including 1200mm, 1500mm, 1800mm and 2000mm. Check out our other questions which explains what you need and how to install a Sleeper retaining wall.

Question 62

How do I build a retaining wall with Sleepers?

Accepted Answer

Please read our handy guide below which goes through the basic steps on how to install a retaining wall in your garden with Railway Sleepers and Sleeper Retainer RSJ Posts.

Step 1- Planning. This is where you need to plan out and measure where you are installing your retaining wall and making sure the area is level and clear of any debris.

Step 2- Excavation. It's time to dig a trench in the area you would like your retaining wall to be built. It is recommended that the posts are dug in 50% of the total height of the wall, for example if the wall is to be 80cm the RSJ should be dug in 40cm.

Step 3- Placing the Sleeper Retainer Post. Once the hole is dug, place the post and make sure it is level. Post Mix is used to secure the posts in place.

Step 4- Once the post mix is dried and the posts are secure, it's time to add the Railway Sleepers. Stack the Railway Sleepers on top of each other horizontally and make sure they line up with the Posts. Use long screws (around 150mm) to fix the sleepers securely to the RSJs, connecting the layers together.

Please Note: This installation guide is just a basic guide and may differ. It's essential to follow safety precautions while working on the project, especially when using tools and lifting heavy Railway Sleepers. If you're unsure about any aspect of the process, consider seeking advice from a professional or consulting relevant building codes and regulations in your area.

Question 63

What equipment and products do you need to build a retaining wall with Railway Sleepers?

Accepted Answer

Here is a list of the main products that you will need to build a retaining wall:

Railway Sleepers: These are the primary building blocks of your retaining wall. They can be stacked on top of each other to create the desired height. We have Green or Brown Sleepers available at a 2400mm long, 100mm high and 200mm wide. This handy Sleeper can be easily cut down with a saw to meet the size or design requirements you may have.

Long Screws: You'll need very long screws, around 150mm in length, to firmly fix the Railway Sleepers together, ensuring a secure structure.

Sleeper Retainers RSJ Posts: These are essential for stabilising the retaining wall. We have a range of sizes including 1200mm, 1500mm, 1800mm and 2000mm.

Tools and Digging Equipment: To install the RSJ posts, you'll need a suitable digging equipment, such as a shovel or post hole digger.

Post Mix: Use post mix to secure the RSJ posts into the ground, providing a strong foundation for the retaining wall.

Creosolve Wood Treatment: To ensure the longevity and maintain your Railway Sleepers, we recommend treating your Sleepers yearly. Available in light or dark brown.

Hammerite Paint: Our Hammerite Primer and Hammerite Black metal paint can be used to maintain and elevate your RSJ posts. Our 50mm or 100mm paint brush can be used to easily apply the paint.

Question 64

What ground types can you fix Railway Sleepers to?

Accepted Answer

Railway Sleepers can be installed on many ground surfaces, including soil, concrete, gravel, and decking. It all depends on what you are using the Garden Sleeper for. A level ground is ideal for installation as it will make it easier to install and be visually more appealing.

FAQs