Frequently Asked Questions

 

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How can I place an order?

How long does it take to deliver?

What is the cost of delivery?

What payment methods do you accept?

Will I get a delivery time slot?

Can I collect my order?

How do I return an item?

What do I do of my product is damaged?

How do I receive my VAT invoice?

What product guarantee do you offer?

Do you have a showroom?

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


How can I place an order?

Orders can be placed online or at our trade counter in Rowley Regis. We no longer provide the option of paying by phone, however quotes can still be made by our sales team and we will send you a secure link for you to pay by card.

How long does it take to deliver?

Delivery timescales differ between products and where they are being delivered to. We aim to provide accurate timescales on each product page and the basket will show the applicable delivery timescales to your area. If you would like to double check a lead time prior to ordering, please use our online chat service and we’ll be happy to help. Delivery time scales are working days only and do not include weekends.

Please note: We recommend not to book tradesmen until all goods have been received.

What is the cost of delivery?

Delivery costs depend on the item and where these are being delivered to. You can use the delivery calculator tab on each product page, or enter your post code at the basket page once all items have been added. Any delivery costs will be shown prior to any payment being taken.

What payment methods do you accept?

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

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

Will I get a delivery time slot?

Smaller courier items will be sent via Evri or Parcel Force. These deliveries usually take place between 8am – 6pm. Unfortunately, we cannot provide a time slot for these deliveries, however you may be able to find more information via your tracking number which we can provide.

For deliveries made via our own transport team, you will receive an email once the order has been processed to advise of your estimated delivery date. You will receive an email and/or text, two days prior to confirm your delivery date, with a further email and/or text sent the day before delivery to provide an estimated 2 hour time slot for delivery. One the day of delivery, you will receive a text to confirm that your delivery is due next with an approximate time of how long the driver will be. Please note, the above is only applicable if correct contact details have been provided.

For pallet deliveries, the courier should provide you with delivery updates. If these are not received, please give us a call on the date you have been provided and we can get a time slot for you.

Can I collect my order?

Orders can be collected from our trade counter and showroom in Rowley Regis. Our address is: Unit 4 Blackheath Trading Estate, Cakemore Road, Rowley Regis, West Midlands, B65 0QN. All orders must be paid for prior to collection, with only the card holder eligible to collect. You must bring proof of ID on collection.

Please note: we may have to order a product in for you. You will be notified via text and/or email once the order has been placed if this is the case. If you wish to check on product availability prior to ordering, please use our online chat service or offline message system for out of hours messages.

How do I return an item?

Items can be returned to us within 30 days of receipt providing they are un-opened and in their original packaging. You will to complete a returns form to obtain a returns number and returns note, prior to sending any items back to use. Please see our returns page for further detail.

What do I do of my product is damaged?

You must notify us in writing of any damages within 30 days of receipt. Please do not attempt to install and damaged or defective product as doing so voids the warranty and voids your right for a replacement or refund.

How do I receive my VAT invoice?

VAT invoices are not sent with deliveries and can be sent via e-mail upon request.

What product guarantee do you offer?

Guarantees differ between each product. The description tab should confirm the length of the guarantee for each product. If you do require specific information, we can get this for you.

Do you have a showroom?

Yes, we have a show room with a large range of products to view. Our friendly trade counter team are on hand for advice and to answer any queries you may have.

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.

 

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.

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