Here are some of our most frequently asked questions. If, after reading these questions, your question hasn’t been answered, then visit our Contact Us page.
How do I place an order?
To place an order, add your products to your basket, and then click checkout. All you need to do then is follow the step-by-step instructions. If you are still struggling, then please Contact Us.
What payment methods do you accept?
We currently accept payments by card using our payment provider and PayPal. If you would like to place an order but are unable to pay using these methods, please Contact Us via phone. We also accept payment via BACS on request.
Can I get a copy of my order?
You can view all your previous orders by clicking on ‘My Account’ and then ‘My Orders’.
Can I change my order?
Orders that have not yet been dispatched, can be changed. But please note that due to our next day delivery service, there may be instances where your order is dispatched within an hour of placing it, so changing your order may not be possible. If this is the case, then please visit Returns for more information.
Do you sell spare parts?
We do not sell spare parts, but we will always do our best to help you get your problem sorted. Please feel free to contact us with any queries and we will put you in touch with the manufacturer’s technical team.
Where do you deliver to?
We deliver to anywhere in the UK.
How long will it take for my items to arrive?
All items have an estimated delivery time, which can be found on all product pages and is also visible at checkout. For all items marked as ‘Next Day Delivery’, orders must be placed before 1pm. Please note that if you have ordered multiple items with different estimated delivery times, they may be delivered separately and on different days.
Will I be contacted before delivery?
In the rare event, we are unable to deliver your item on your 'Desired Delivery Date' then a member of our customer service team will contact you to rearrange delivery on an alternative date that suits you. You will receive an automated email when your item has been dispatched.
Can I arrange a specific time or date for delivery?
Yes! We are proud to offer selected date delivery on all our orders at no extra cost, giving you complete flexibility!
Specific day delivery is not available for deliveries to remote areas. To see which areas this includes, please visit Delivery Information.
If I am not home when the delivery arrives, can my item still be delivered?
All items are shipped by external couriers. Therefore, we strongly recommend having someone at home for the scheduled day of delivery, as we advise them to obtain the recipient’s signature. However, they may leave smaller items at their own discretion. Please be aware that if a delivery is unsuccessful, a re-delivery charge may apply.
I have a question about my order, how do I get in contact?
Either call us on 0330 9128700 or email email@example.com.
What do I do with the pallet that came with my delivery?
We recommend keeping your pallet for 14 days of receiving your item, in case the item you received needs to be returned. If your happy with your purchase and do not need to return your item(s), please dispose of it in the correct way.
Where is my order?
Please contact our customer service team who will be happy to help. You can either call us on 0330 9128700 or email us at firstname.lastname@example.org.
How do I return an order?
If you need to return your order for any reason, please contact us immediately via email at email@example.com or call us on 0330 9128700 and we’ll provide you with all the necessary information. For more information, please visit our Returns Policy.
My order is damaged, what do I do?
Once you receive your delivery, we strongly recommend that you check the item(s) for any damage immediately. You must contact us within 24 hours of receiving your goods, by emailing us at firstname.lastname@example.org or phone on 0330 9128700. We must receive photographic evidence of the damaged item(s). We will then provide further details and the required next steps in response. If you do not alert us within 24 hours of receiving your item(s) then we will not be able to refund or replace your item.
An item is missing from my order, what do I do?
On receipt of your item(s), please check the delivery and ensure that you have received its full contents. If you notice any missing items or other problems, please contact our customer services team immediately.
Can you leave my delivery with my neighbour?
Unfortunately, due to the average size and cost of our orders, this is not something we are able to do. Although, some of our courier services will sometimes use their own discretion on this matter.
How long does the returns process take?
Once we have received your goods, please allow 5-7 days for us to process the return. We will then contact you either by phone or email to confirm that we have sent out a replacement or issued a refund. Please allow a further 5-7 days for your refund to be deposited into your bank account.
For more information, please visit our Returns Policy, or alternatively please call our customer services team on 03300 947360.
How do I cancel an order?
If you want to cancel your order call us immediately on 0330 9128700 and quote your order number which you can find in your order confirmation email. Due to the speed we process your orders, there may be circumstances where we have already dispatched your item. If this is the case, you will be required to follow the returns procedure.
Do you offer a next day delivery service?
For next day delivery, orders must be placed before 1pm.
Can I order a product that isn’t on your site?
If you can’t find what you’re looking for, please contact us by email at email@example.com, or phone us on 0330 9128700. If we don’t currently sell the product you’re looking for, we may be able to provide a quote for the item.
How many days do I have to return?
You have 14 days from receiving your item to return it. We recommend sending it back within the first 7 days to allow for any delays in transport.
Do you have a showroom?
We don’t have a showroom, which means we can bring you the lowest prices as we don’t need to worry about any extra costs!
What are your opening hours?
Our call centre is open on Monday to Friday, from 8:00am - 5:00pm.
Do you have an item in stock?
All items displayed on our website are available for purchase. There are very rare occasions when, due to high demand, items may temporarily be out of stock. If this is the case, then we will contact you making you aware of the issue and you will be given the option of cancelling the order. Often, items are back in stock within 1-2 weeks.
Can I collect my order?
Unfortunately, we do not currently offer this service.
Do you cover third party costs?
We are not liable to cover third party costs, including shipping and installation costs. Once an item has been fitted, we are not able to issue a refund, and we recommend that you firstly contact your installer, before speaking to the manufacturer’s technical team.
Do you offer a price matching service?
We do not, however, we have a team of people monitoring our competitor’s prices all the time.
Where can I find dimensions for a product?
Product dimensions, where possible will be displayed on the product information page.
Are all your products guaranteed?
Yes, all products have a manufacturer’s guarantee of at least one year. Most products have a much greater warrantee, of up to 25 years.
Do you have more information about a product?
All products have more information about them under ‘Specification’. This can be located on every product page. Most product pages also contain an Installation and Data Sheet directly from the manufacturer. If you still can’t find what you’re looking for or have any more questions, then please Contact Us.
There was a problem with your service.
We are sorry to hear that you weren’t satisfied with our service. Please email firstname.lastname@example.org with your phone number and you will receive a phone call from one of our team to rectify your problem.