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 provide a nationwide supply and installation service across the UK. Whether you need temporary fencing, barriers, security fencing, or gates, our in-house teams or trusted Approved Installers ensure everything is fitted safely and professionally.

You can book an installation online or get in touch with our sales team:

Phone: 01283 512 111
Email: installation@firstfence.co.uk

Question 13

How do I book an installation?

Accepted Answer

Booking your First Fence installation is simple. You can:

Call us on 01283 512 111
Email installation@firstfence.co.uk
Complete this form to request a quote

Question 14

How much does installation cost?

Accepted Answer

Installation costs vary depending on several factors, including the product type, ground conditions, and the location of your site. Minimum charges do apply.

Some of our product ranges include an online installation calculator; however, for the most accurate pricing, we recommend contacting our team directly.

Question 15

Can I book a site survey or visit?

Accepted Answer

Yes. We can arrange a site visit to assess your requirements and provide a detailed quotation for both supply and installation. If you proceed with the installation, the site survey fee can be deducted from your final cost.

For more information or to book a visit, please contact our team at installation@firstfence.co.uk.

Question 16

Is the installation booked for the same day as delivery?

Accepted Answer

Yes. We can arrange for your delivery to take place on the same day as your installation. Simply include this request when booking, and we’ll ensure the service is scheduled to suit your needs.

Question 17

What information do I need to provide for an installation estimate?

Accepted Answer

To provide an accurate estimate, we need specific information about your site and the installation requirements. This includes, but is not limited to:

Type of ground (soft dig, hard dig, or bolt-down)
Availability of water, power, and welfare facilities on-site
Clear working access of at least 1.5m on either side of the fence line
Vehicle access to the fence line and the distance from the access point
Whether RAMS, permits, or site induction are required
Presence of any services along the fence line (gas, water, electricity, etc.)
Any necessary takedown or line clearance (with supporting images)

Providing this information upfront helps us deliver a precise and efficient installation estimate.

Question 18

How do I prepare for the installation team?

Accepted Answer

A site representative should be present on the first day of installation and again at completion.
Ensure all previously discussed requirements are accessible, including water, power, and welfare facilities.
Unless otherwise agreed, the fence line should be fully clear of obstacles to allow the team to work efficiently.

Question 19

Are fixings included in the installation?

Accepted Answer

Yes. The package includes all necessary fixings, materials, and the full installation.

Question 20

How many people are needed to complete an installation?

Accepted Answer

The number of installers depends on the size of the site and the number of products being installed. It could range from a single installer to a full team. The required team size will be reflected in the installation cost. For more details, please don’t hesitate to contact us.

Question 21

Can I cancel the installation?

Accepted Answer

Yes, you can cancel your installation by contacting us at installation@firstfence.co.uk. Please provide sufficient notice. Cancellation charges may apply, so we recommend reaching out to discuss the details.

Question 22

Do I need to provide any equipment for the installation?

Accepted Answer

Our installation teams come fully equipped with all the tools and materials needed. If you have any specific requirements that require special equipment, please let us know in advance so we can plan accordingly.

Question 23

Can you repair my fence?

Accepted Answer

Yes, we offer repairs for many types of systems. Please contact us to discuss your requirements.

Question 24

What help is available if I want to do the installation myself?

Accepted Answer

We provide helpful videos, blogs, and step-by-step guides to support you in installing First Fence systems yourself. If you need additional advice or guidance, please don’t hesitate to contact us.

Question 25

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 26

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 27

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 28

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 29

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 30

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 31

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 32

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 33

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 34

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 35

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 36

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 37

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 38

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 39

What are your standard terms and conditions?

Accepted Answer

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

Question 40

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 41

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 42

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 43

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 44

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 45

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 46

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 47

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 48

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 49

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 50

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 51

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 52

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 53

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 54

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 55

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 56

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 57

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 58

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 59

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 60

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 61

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 62

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 63

What are the key features of Railway Sleepers?

Accepted Answer

Railway Sleepers are a popular addition to your garden and have 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 wood's natural beauty, 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 to your specific requirements with a saw.
Package Deal for Larger Projects: We offer packs of 100 brown or green Railway Sleepers at a discounted rate, ideal for large garden or landscaping projects.

Question 64

What size and colours are available for Railway Sleepers?

Accepted Answer

Our Railway Sleepers are standard size: 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 BS EN 351-1. This treatment improves the life expectancy of the Timber Sleepers by reducing the effects of rot and weathering on the Garden Sleeper.

FAQs