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  • General Information

    • FAQs

    Do you have directions to your location?

    Our distribution centre is in Coleshill near Birmingham in the centre of the UK.

    Visitor Reception

    Our visitor reception is located on the left side of our building and there is plenty of visitor parking available. Please ring the bell and a member of the team will greet you and advise the host of your meeting that you have arrived. Please register using the touch screen in reception, which will ask for your vehicle registration and take you through our Health and Safety information before printing your visitor badge.

    Collections Counter

    The Trade/Collections Counter is in the middle of our building. Please ring the bell on the counter with your Silmid Order Reference Number ready, and a member of the Warehouse Team will assist you. The Collections Counter closes at 4:30pm.

    Sat Nav Users

    Please be careful when selecting our address on a Sat Nav. We have had feedback from visitors that some devices take you to the incorrect address. Coleshill is on the eastern side of the M42 from Birmingham International Airport. If you find yourself heading into Birmingham City Centre, then your Sat Nav may be taking you to the wrong place.

    What is your VAT Number?

    Sil-Mid Limited is our full company name and we trade as Silmid.com. We are registered for VAT in the United Kingdom.

    Silmid VAT Number:

    GB 338 0755 48

    Silmid Company Registration Number:

    1460851

    Silmid Registered Office:

    Sil-Mid Limited
    Roman Park
    Roman Way
    Coleshill
    West Midlands
    B46 1HG
    UNITED KINGDOM

    What are Silmid's Terms and Conditions of Sale?

    Please use this link to view our full terms and conditions of sale.

    How are Silmid.com support tickets managed?

    To provide a consistent level of service our Customer Service team uses a TICKET-based system to allocate inbound requests from customers to the most appropriate person or team to deliver the best service possible.

    What creates a ticket?

    Any inbound inquiry from a customer will create a TICKET. The ticket will be allocated automatically to either:

    • Your named Account Manager
    • Another Account Manager if your normal contact is on holiday or out of the office
    • Our Inside Sales Team if you do not yet have an account with Silmid.com

    How are TICKETS prioritized?

    All TICKETS are managed on a "First In" basis and this ensures that all customers are treated fairly and equally by the Customer Service Team

    My request is urgent can I have priority?

    For our customers, every request is usually urgent so the "First in" model will apply. If there is a genuine AOG requirement then we can prioritize once the AOG FEE has been added to your order.

    We aim to respond to all inbound tickets within 48 working hours. Our team is constantly working to improve and reduce response and resolution time.

    How quickly are TICKETS dealt with?

    We aim to respond to all inbound tickets within 48 working hours. Our team is constantly working to improve and reduce response and resolution time.

    Resolution times can vary based on the complexity of the query, our Customer Service Team is always working to keep the resolution time as short as possible.

    What can I do to have my TICKET processed more quickly?

    In the first instance, many of the issues can be answered by reviewing information on our website. Once logged in you can review additional information via the "My Account" section.

    Tip: A great way of speeding up the response to order queries is to include the Silmid Order Reference in your request.

    How quickly do you respond to emails?

    We aim to respond to all emails within 48 hours (2 working days). Should you need urgent assistance please call our team from 8.30am-5.30pm Monday-Friday (excluding national holidays) on +44 (0)1675 432850.

    Who is my named Account Manager?

    The name of your Account Manager is shown when you are logged in and in the My Account section of the Silmid.com website.

    How do I contact them?

    You can contact your Account Manager via email to the main info at Silmid dot com email address.

    What happens when they are out of office?

    All of our Customer Success Team are able to support customer enquiries and if your usual Account Manager is absent from the office for any reason another member of the team will be pleased to assist you.

    Do you provide a Certificate of Conformity?

    Yes, Silmid provides a Certificate of Conformity with every order we supply. You can also request a copy of an OEM.

    What is a Certificate of Conformity?

    The Certificate of Conformity is a document that confirms to a customer that the product they are purchasing is correct and meets the technical specification set out by the manufacturer.

    What is an OEM Certificate?

    An OEM Certificate (OEM Cert) is the original document provided by the Original Equipment Manufacturer of the product. Also known as the Manufacturer CofC or Manufacturer Cert.

    Can I have an OEM Certificate of Conformity?

    Yes, we require an OEM Certificate of Conformity from our vendors and scan these to our document management system.

    Can you send an OEM CofC with my order?

    The Silmid CofC is all that is required for the maintenance of the quality management system. We do not usually provide the copy OEM (Original Equipment Manufacturer) CofC with the shipment. If this is a requirement please contact us. This incurs some delay in despatch and we include a small service charge to provide a printed copy of the OEM Certificate with shipments.

    Can I find and download an OEM CofC from the website?

    Yes, you can, you must be logged in to Silmid.com to access this feature. Step 1: Login to your account on Silmid.com.
    Step 2: from the My Account page click the OEM Certificates link on the Quick Access bar.
    my account snippet Make sure you have your GRN/SRC number, this is located on the Product Barcode and on the Shipment certificate sent with your order.

    where to locate GRN or SRC number

    Step 3: Enter your SRC number in the search bar and click search.

    Step 4: Click on the required document where you will be able to download or print a copy.

    Do you provide COA?

    The Certificate of Authenticity (CoA) is not something we normally supply since industrial manufacturers will normally only provide an OEM Certificate.

    Is the OEM Certificate the same as a Test Report?

    No, a Test Report is a copy of the laboratory test that the manufacturer carried out on the batch of products. Some manufacturers are able to supply a Test Report but will usually incur an additional cost that has to be agreed upon before the product is purchased. Test Reports are often needed if a product is being released to a Specification that is not normally supported by the manufacturer.