Plumbing FAQs

What is the process for placing an order?

You are welcome to place your order either online or by visiting our branch in Rowley Regis. While we do not handle card payments over the phone, our sales team can still provide quotations and follow up with a secure link for card settlement.

How is the estimated delivery time calculated?

Delivery schedules depend on the specific product and your delivery postcode. Each product page displays the estimated timeframe, and your basket will also reflect delivery times tailored to your location. For certainty on timeframes before checkout, use our live support feature. Timings refer to working days only.

Important: Always wait until goods arrive before confirming tradespeople.

What are the delivery charges?

Shipping costs are determined by location and product type. Use the calculator on any product page or input your area code during checkout to view delivery charges before payment is taken. For further details about delivery, visit our delivery information page

At our premises: Cash and major debit or credit cards are accepted, including American Express. Online: You can pay with debit/credit cards, PayPal (Amex included through PayPal), or make a bank transfer.

Read more about payment methods and terms by visiting our Terms and Conditions page.

What are the delivery time slot options?

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. On 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, that 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. For further related information, visit our Track My Delivery page.

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 cardholder 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.

What is the Returns Procedure?

Returns must be made within 30 days. Goods should be unused, unopened, and in original packaging. A returns form must be completed first to receive the required reference and documentation. Please refer to our returns page for instructions. For further details about returns, visit our returns information page.

How do I reporting damaged Items?

Let us know in writing within 30 days if any part of your order is damaged. Do not install anything that appears faulty, as this will affect your eligibility for replacement or refund.

How do I request a VAT Receipt?

VAT invoices are not sent with deliveries. If required, we can email you a copy upon request.

What product guarantees are available?

Each product carries its own warranty. Guarantee details are usually noted in the product description, or you can contact us directly for confirmation

Do you have a showroom?

Yes, we have a showroom 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 visit our showroom and trade counter, you can take a virtual tour by using our Google 360° tour. View our showroom page by clicking here.

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.