Chat with a team member live Online chat is available
+ Start live chat

Frequently Asked Questions

Quick Links

What payment methods do you accept?

What is the delivery time frame and cost on this item?

Where is my delivery?

Will I get a delivery time slot?

Do you deliver on a Saturday/Sunday?

Can I collect my order / Can I pay on collection?

Do you have a showroom?

Do you offer a design service (either Instore or at Home)?

Do you install your products / Can you recommend an installer?

I am a Trade customer can I open an account / Do you offer Trade accounts?

What is the difference between a combi and a system boiler?

What is the difference between a direct and indirect cylinder?

What type of cylinder do I need?

What’s the difference between Type 11, Type 21 and Type 22 Radiators?


What payment methods do you accept?

Instore: We accept Cash and all Major Credit/Debit Cards excluding American Express.

Online: We accept all Major Credit/Debit Cards, PayPal (including American Express via PayPal) and Bank Transfers.

What is the delivery time frame and cost on this item?

Delivery Time estimates are provided on each product page just below the Product Code and Product Stock Levels but the actual delivery time could vary depending on the service chosen at the checkout. 

The “Delivery Information” tab on the product pages has information on the delivery services available and the cost for that product. To calculate your delivery charge for a complete order, simply add your items to your basket then go to the basket page by using the “Your Basket” link at the top right-hand side of the page. Click on “Estimate Shipping” on the right-hand side and enter your postcode into the box provided. The delivery options will automatically appear below. Select the option required to update your basket total to include your chosen delivery service.

Where is my delivery?

We will send you a delivery confirmation email as soon as your delivery is confirmed, this will contain your delivery date, method and tracking information where available. We will send this to you as soon as possible but no later than the day before your delivery is due to take place. Please be sure to check your SPAM email and add “[email protected]” to your safe senders list to help avoid delivery problems.

Please read this email carefully as it contains important additional instructions and information regarding your delivery. If there is an issue with the delivery date we provide or you need to provide additional instructions to us please reply to the email as soon as possible and we can update your delivery information.

Delivery Time estimates are provided on each product page just below the Product Code and Product Stock Levels but the actual delivery time could vary depending on the service chosen at the checkout. Refer to the “Shipping Info” on your order confirmation for the service you have chosen. If this field simply says “Standard” or “Express” then it would be the delivery estimate listed on the product page. Our order cut off is 12.30pm so if you order before 12.30pm please allow the number of working days specified including the day that you ordered for delivery. If you order after 12.30pm then please allow the number of working days specified starting from the following working day for delivery.

Will I get a delivery time slot?

Smaller courier items will be sent via UK Mail. These deliveries take place between 8am – 6pm unless you have paid for a timed delivery service when placing the order. UK Mail will provide a delivery slot by text or email on the morning of delivery along with several options to make taking delivery as convenient as possible.

For local deliveries and deliveries made by our own vehicles, our drivers will contact you when your deliveries are due. We are currently trialling a new automated system to allow you to track and trace your delivery, you will receive notification if this is available on your order.

Oversized item deliveries take place between 8am – 5pm unless you have paid for a specific delivery service when placing the order. The courier we use can vary depending on the items ordered and your delivery postcode, because of this we are unable to provide an ETA. Some Couriers may be able to offer you a timed slot for an additional charge, please contact us to discuss if you are looking for this service.

Do you deliver on a Saturday/Sunday?

Our normal delivery service is from Monday to Friday. Saturday delivery is available on some items however we are not able to offer Sunday delivery at this moment in time.

For selected items we can offer a Saturday delivery service at an additional cost. The cost and availability of this service will vary depending on the items ordered and the required delivery address. This option will be presented at the checkout for most items where it is available; however, we can arrange Saturday delivery for some additional items depending on the delivery address. If a Saturday option is not presented at the checkout please email or call us for price and availability.

Can I collect my order / Can I pay on collection?

We are more than happy for you to collect your order in store. Just add your items to your basket as you normally would and select the “Pay on Collection” option at the checkout. We will then process your order and contact you when the items are available for collection. When you arrive please provide your order number so we can recall your details. For same day collections please contact us before finalising your order to confirm we have stock ready and available.

Please note for security reasons payment must be made in store for all collections.

Do you have a showroom?

For customers that are still looking for the perfect items we have a showroom available on our trade counter which showcases a sample of the products we sell. Most of these items are in stock ready to take home or available within a few days. If you don’t find what your looking for please ask a member of staff who will be more than happy to help.

If you are unable to come in and visit our showroom and trade counter you can take a virtual tour using our google 360° tour.

Do you offer a design service (either Instore or at Home)?

We do not currently offer a design service either instore or at home however our staff are more than happy to assist you with selection of items and suggestions of similar items you may be interested in.

Do you install your products / Can you recommend an installer?

Unfortunately we are not installers and so we can only supply the goods and cannot fit them. As a result we are also unable to provide a quotation or estimate for the cost of installation. You would need to contact a local trade person with the relevant expertise to get a price for your particular installation.Unfortunately, we do not offer an installation service nor can we recommend an installer local to yourself. As a result, we are also unable to provide a quotation or estimate for the cost of installation as this will be set by your installer.

You would need to contact a local trade person with the relevant expertise to get a price for your particular installation.

I am a Trade customer can I open an account / Do you offer Trade accounts?

We are currently only accepting applications for Trade accounts from Local Businesses or Longstanding Loyal Customers. If you are a Local Business looking to apply for a trade account please contact us for an application form.

What is the difference between a combi and a system boiler?

• A combi boiler produces instant hot water on demand at any time and usually doesn’t store any hot water. In general the higher the KW rating of the boiler the better the flow rate of hot water will be.

• A system boiler requires the installation of an unvented cylinder and much like a conventional heating system; the boiler heats the hot water in the cylinder, which is dispensed at mains pressure. The boiler must be programmed to heat the water in the cylinder at specific times. Please note a system boiler is not suitable for replacing a conventional boiler, which uses a vented cylinder (usually copper) and a header tank.

We recommend that you confirm your personal requirements with your installer prior to placing an order.

What is the difference between a direct and indirect cylinder?

• A direct cylinder is an electric only option that heats the water through one or more immersion heaters.

• An indirect cylinder has a coil inside, which is plumbed into the boiler to heat the hot water in the cylinder. Indirect cylinders usually also have an immersion heater to provide a backup method of heating the water.

We recommend that you confirm your personal requirements with your installer prior to placing an order.

What type of cylinder do I need?

• If you have a regular / conventional / heat only boiler with a header tank to fill the heating system with water then you will need a vented cylinder, which is usually made from copper and is simply referred to as a “Hot Water Cylinder”.

• If you have a system boiler on a sealed system, which uses a filling loop to add water to the heating system then you will need an unvented cylinder. These are usually made from stainless steel and are also known as mains pressure cylinders.

We recommend that you confirm your personal requirements with your installer prior to placing an order.

What’s the difference between Type 11, Type 21 and Type 22 Radiators?

• A type 11 radiator (also known as single radiator) has one panel which contains the water and one convector which is a zig-zag shaped part at the back of the radiator. This is the slimmest type of convector radiator but gives out the least heat for the particular size.

• A type 21 radiator (also known as P plus radiator) has two panels which contain the water and one convector which is a zig-zag shaped part in the middle of the radiator. This radiator is not as slim as a type 11 but is quite a lot slimmer than and type 22. They give out approximately 40% more heat than a type 11 of the same size.

• A type 22 radiator (also known as double radiator) has two panels which contain the water and two convectors which are a zig-zag shaped parts in the middle of the radiator. This is the deepest type of radiator but they give out approximately 80% more heat than a type 11 of the same size.

We recommend that you confirm your personal requirements with your installer prior to placing an order.

Copyright © 2018 Plumbing World All rights reserved.