FAQs v2

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When can I expect my order to be delivered?

Standard delivery will take 1-5 working days to reach you. However, once the order is received, we will contact you to give you a more precise timescale. Usually, we will deliver the next day, subject to the date and time of when the order is received and the product.

Orders placed during the weekend will be processed the following Monday for delivery the following day. In the case of Bank Holidays, your order will be processed the next working day and delivered the following working day.

Remote areas: For orders to some addresses, especially in the Highlands of Scotland and Offshore, next day delivery options are not available, and delivery can take several days. Saturday delivery is unavailable for these areas. Depending on size and weight, we use DHL or ParcelForce for our deliveries.

Can I track my order?

Unfortunately, we are unable to offer order tracking currently, but this is something we are working on and hope to have available in the future.

What should I do if my order hasn't been delivered yet?

If for some reason we are not able to deliver on the date we have given you, we will always try to give you as much notice as is possible and agree on a new date for delivery. If for any reason, we have not yet delivered to you without communicating a delay you can get hold of us by either calling or emailing us using the details at the top of your order acknowledgement.

What if I’m not in when my order is delivered?

If you have a specific place you would like the delivery unloaded, or you do not want us to unload without someone being present, please ensure you let us know at the point of order.

Where can my order be delivered?

If you have any specific requirements for delivery, please let us know at the point of order.

Which carriers do you use for delivery?

DHL and ParcelForce

Do you deliver on Bank Holidays?

In the case of Bank Holidays, your order will be processed the next working day and delivered the following working day.

How do I check that you have the products I require in stock?

We try to keep our website stock as accurate as possible, but in the unlikely event that we do not have an item in stock, we will refund your order and let you know as soon as possible.

If for any reason we run out of a particular item, we can replace it with a similar item (such as a different brand), just ask.

Can I get a trade account with UK Plumbing?

We don't offer trade accounts and our prices are the same for all customers.

Is my personal information and payment information stored securely?

All payments are secure and your financial details are always kept private. All transactions are secure from fraud 24/7.

I'm missing an item from my order, what do I do?

We will always try to notify you of any unexpected shortages to your order before the delivery is made, advising you of the expected date that it will be available.

If you received a delivery that has a shortage you were not expecting, please give us a call on the number that appears at the top of both your order acknowledgment and delivery note. We will then investigate the reason for the shortage and advise when this can be re-delivered.

I’ve been sent the wrong item, what do I do?

If you receive an item that is incorrect, please give us a call on the number that appears at the top of both your order acknowledgment and delivery note. We will then endeavour to get this swapped over for you as soon as is possible.

How do I cancel an item or the total order?

If you need to cancel an item or order, just send us an email at support@uk-plumbing.com quoting your order reference number and the item(s) you want to cancel, and we will arrange a refund. This will be back in your bank/PayPal account within 3-5 working days.

Can I amend my order after I have placed it?

If you need to amend your order after you have placed it, you can email support@uk-plumbing.com with your order number and revisions. If your order value increases, you will need to pay the difference by phone and one of our team will call you to take this payment. If your order value decreases, we will process the refund for you and this will be back in your bank/PayPal account within 3-5 working days.

How do I return an item if it isn’t faulty?

If you change your mind and wish to return the goods you can. Under the UK Distance Selling Regulations, you must do this within 7 days of receiving the goods. The goods must be unused and in the original package and be fit for resale. Please note that you will be responsible for the cost of returning the goods to us or our suppliers. We reserve the right to apply an administration and re-stocking charge of between 15-25% of the order value

Should the returned item arrive back to us in a damaged condition, the product will be returned to you and you will responsible for the total cost of that item.

Perishable products that we will not accept back include, but are not limited to silicones, solvents and fluxes.

How do I return a faulty item?

If you receive an item that turns out to be faulty or defective, please either give us a call or email us using the contact details at the top of both your order acknowledgment and delivery note. We will look to replace this product as quickly as possible.

If you would to return the product and have it refunded please let us know, and you will be able to either return it yourself to any of our branches or we will arrange for it to be collected.

Can I cancel a delivery?

If you need to cancel an item or order, please send us an email at support@uk-plumbing.com quoting your order reference and the item(s) you want to cancel and we will arrange a refund if we haven't sent the item out yet. This will be back in your bank/PayPal account in 3-5 working days.

If we have already sent the order, you will need to return this to us.

Where can I get technical help with a product I have bought?

Our team will be able to help with most day-to-day product queries, but if you require additional technical support we will, in most instances, be able to arrange for a representative of the manufacturer of the product to contact you.

Will I receive a re-stocking charge?

You can return any non-perishable product (as detailed above) to us within 30 days of delivery. If you return the goods yourself or send them back with one of our drivers in instances where you’re expecting another delivery from us you will not be charged a re-stocking charge.

If you arrange for us to attend your property solely to collect products then there will be a charge for this.

How do I contact the UK Plumbing team?

01543 395011 and support@uk-plumbing.com

When will my account be charged for my order?

Your account will be charged immediately at the point of ordering.

What do I do if my payment is declined?

If your payment is declined, we will not raise the order, if the money has been taken from your bank account it is likely this is in a holding facility with your bank. This should return to your account in 3-5 working days, but it is best to check with your bank for certainty.

How do I use PayPal to pay for my order?

Enter your name and shipping address. You will then be prompted for your debit/credit card, email address, and phone number.

(Optional) After reviewing your information, you may choose to save your information by creating a PayPal account to make future transactions faster.

Please note that PayPal’s fraud prevention measures remain in effect for buyers who use this checkout. PayPal applies the same techniques for this checkout as it does for other transactions.

Can I get a refund if the price has changed since I placed my order?

Unfortunately, we are unable to honour any prices or promotions for orders placed outside of the promotional time frame as this would be unfair to the rest of our customers.

What should I do if I’ve been overcharged for my order?

If you believe there is an incorrect or overcharge on your order please email support@uk-plumbing.com with the details, and with your order number and we will investigate and take the appropriate action.

Do you only supply to the trade? And do I need to have an account to buy from you?

No, we are open to everyone whether trade or DIY.

I'm looking for something and can't find it on your website. Can you help me?

The products listed on our website are not an exhaustive list, if you are looking for something but can’t find it please submit an enquiry or email support@uk-plumbing.com

What do I do once I have submitted my order?

Once you have submitted your order, you will receive a confirmation email to let you know we have your order. One of our team will then contact you to confirm your order and delivery date.

Which payment options do you accept?

We currently only accept PayPal and debit/credit card payments.

We are working on offering different payment gateways in the future.

How much do you charge for delivery? Is there a minimum order value?

There is no minimum order value. £5.95 is our standard delivery charge.

Will you deliver my items exactly where I need them?

We can deliver your items right to your door, however if you are not in at the time of delivery we will endeavour to deliver your products to a safe place if stated when the order is place. If there isn't a safe place we will attempt re-delivery the next day.

Do you sell to overseas customers?

No, we do not currently offer overseas shipping.