Shipping
Q: How long does shipping take?
A: Orders are processed within 1 business days. UK shipping typically takes 1–2 business days with next day options, and 3-4 business days with economy options.
Q: Do you ship internationally?
A: Yes, we ship worldwide. Delivery times and rates vary depending on location.
Q: What couriers do you use?
A: We mainly use UPS, DHL Express and TNT depending on order size, destination, and urgency.
Q: Can I request a same day or Saturday delivery?
A: Yes, same day and Saturday deliveries are available at an extra charge. Please call us before placing your order.
Q: Can I collect my order?
A: Yes, if you choose click and collect at the checkout, we will notify you when your order is ready.
Q: What is your cut-off time for same-day dispatch?
A: Orders placed before 2:30 PM (Monday–Friday) are usually dispatched the same day unless notified otherwise.
Q: Why can’t you ship aerosol products outside mainland UK?
A: Due to strict international regulations governing the transport of hazardous goods, aerosol products cannot be shipped outside mainland UK by courier or postal services.
Orders
Q: Can I place orders by phone or email?
A: Yes. While most orders are placed online, we’re happy to take orders by phone or email during working hours.
Q: What happens if a part is faulty or damaged?
A: We’ll offer a replacement or refund for any faulty items. Please notify us within 48 hours of delivery.
Q: Do you offer trade discounts?
A: Yes — we offer trade discounts on some items to engineers and resellers ordering regularly or in bulk. Please contact us to discuss your requirements.
Q: Are all products on the website in stock?
A: We aim to keep stock levels accurate, but if an item is out of stock we’ll contact you immediately with alternatives or lead times.
Q: My order hasn't arrived yet — what should I do?
A: If your order hasn't arrived within the expected timeframe, please contact us with your order number and we’ll investigate immediately.
Q: Can I save items to order later?
A: Yes, you can use the Wishlist feature or save products to your account if you're logged in.
Returns
Q: What is your return policy?
A: Please contact us to discuss return requests.
Q: Do you offer quantity price breaks or bundle deals?
A: Yes, we offer discounts on bulk quantities and bundles on selected parts (e.g. hose). Look out for pricing info on the product page or ask us directly.
Q: Can I amend or cancel my order?
A: Please contact us as soon as possible to request changes or cancellation. Depending upon dispatch if any alterations can be made.
Q: Can I return a product if I’ve ordered the wrong one?
A: Please contact us to discuss return requests.
Payments
Q: What payment methods do you accept?
A: We accept all major credit/debit cards, PayPal, and bank transfer. Approved account customers can pay on terms.
Q: What are your payment terms?
A: New customers pay upfront; account customers can apply for 30-day terms.
Q: How do I apply for a credit account?
A: Please complete our credit application form or contact us to discuss account terms.
Exchange Items
Q: What does it mean when a product is labelled “Exchange”?
A: Products marked as “Exchange” are sold on the condition that you return the same type of used item after purchasing the replacement.
Q: What is a core charge?
A: A core charge is a refundable deposit added to the purchase price. It’s refunded once the used item is returned and approved for exchange.
Q: How do I get my core charge refunded?
A: Return the used item within 30 days of receiving your new product. If it meets our return criteria, we’ll issue a refund to the original payment method.
Q: What are the return criteria for exchange items?
A: The returned item must:
- Match the purchased item (same type and part number)
- Be complete and in a repairable conditionIf the item is severely damaged or incomplete, a refund may not be possible.
Q: What if I need more time to return the core?
A: If you need additional time to return the item, please contact us. We're happy to help if you keep us informed.
Support
Q: Is my data secure?
A: We use SSL encryption and are GDPR compliant to ensure your data is safe.
Q: Do you offer support?
A: Yes, we offer email, telephone and Whatsapp chat support Monday to Friday, 8:30 AM – 5 PM GMT.
Q: Are your parts OEM or aftermarket?
A: We supply a mix of genuine OEM parts and high-quality aftermarket alternatives.
Q: Can you supply parts not listed on your website?
A: Yes. We can source many additional parts. Please contact us with the part number and a description.
Q: Do your products work with all Heidelberg presses?
A: We stock parts for many models of Heidelberg presses. If you’re unsure, we’re happy to check compatibility based on your press type.
Q: I’m not sure which part I need — can you help?
A: Yes, we’re happy to assist. Email us with the press model, part description, or any markings on the part. Photos can also help us identify what you need.
Q: Can you source discontinued Heidelberg parts?
A: In some cases, yes. We can also offer compatible alternatives when OEM parts are no longer available.
Elkalub
Q: What is ELKALUB?
A: ELKALUB is a premium German brand of high-performance lubricants, specifically developed for demanding industrial applications — including printing presses, packaging machinery, and automation systems.
Q: Are ELKALUB lubricants suitable for Heidelberg presses?
A: Yes. ELKALUB oils and greases are widely used and approved for Heidelberg machines. Many Heidelberg lubrication charts and service manuals specify ELKALUB products by name.
Q: Why use ELKALUB over generic lubricants?
A: ELKALUB lubricants are engineered for extreme pressure, heat, and speed conditions — making them ideal for long service life, reduced maintenance, and protecting expensive press components.
Q: Can I get technical advice on the right ELKALUB product for my press?
A: Absolutely. Contact us with your press model or lubrication point, and we’ll recommend the correct ELKALUB oil or grease for your application.
Q: Is ELKALUB only used in the printing industry?
A: No — while ELKALUB is widely known for its performance in Heidelberg and other printing presses, it’s also used in a range of industrial sectors including:
- Packaging and converting machinery
- Food and beverage processing (NSF-certified products available)
- Pharmaceutical production equipment
- Automation and robotics
- Textile and plastics manufacturing
- Aerospace and automotive components
Q: What makes ELKALUB suitable for other industries?
A: ELKALUB lubricants are engineered for high-load, high-speed, and high-temperature environments. Their advanced formulations reduce wear, extend service intervals, and improve reliability — no matter the sector.
Q: Can I use ELKALUB oils and greases in food-grade or cleanroom environments?
A: Yes. ELKALUB offers a range of H1 food-safe lubricants that meet NSF standards, ideal for food, beverage, and pharmaceutical machinery.
Q: Do you supply ELKALUB for non-printing customers?
A: Yes. Whether you're in packaging, processing, or precision manufacturing, we can recommend the right ELKALUB solution for your application.
Q: Are you the official ELKALUB distributor for the UK?
A: Yes, MRL Midlands is the only official and exclusive ELKALUB distributor in the UK. We are proud to supply genuine ELKALUB lubricants directly from the manufacturer.