Customer Service & Frequently Asked Questions

• Yes, we do accept orders from other EU & Non EU countries. However, there will be some additional delivery fees. There will be no VAT on orders for non-EU countries. Please make an inquiry via e-mail with your delivery address, product(s) codes and quantities. You may also find more information on our International Delivery page.

• No. If your delivery address is in Guernsey, Jersey or Channel Islands, our website will automatically take off the VAT from your order but there will be an additional delivery fee (£40.00 per towel radiator). If you are planning to purchase multiple towel radiators from us, before creating your order and making payment, please contact us with your delivery address, product(s) codes and quantities.

If your order is for a VAT registered EU country, please contact us via e-mail with your delivery address, product(s) codes, quantities, your VAT number and company details before creating and making a payment for your order.

• If a product is sold out and currently not available on our website, then unfortunately you are unable to place an order for these products. An order can only be placed when items are back in stock. However, you can send us an e-mail with the product code(s) & quantities you wish to purchase and we will put you on our waiting list. Once new stock has been delivered and your product(s) are back in stock, we will inform you accordingly. You can then create your order and make payment in the normal way via our website.

• Yes, we do accept custom orders for refurbishment and building projects. Minimum order quantities of fifty towel radiators apply and as long there is a reasonable lead time. Please contact us to discuss your requirements giving as much detail as possible.

• This may be possible for large batch orders. Please contact us to discuss your requirements giving as much detail as possible.

• Our website is fully secure and we take all the necessary measures to make sure that we are up to date with security policies. We also work with one of the biggest and very reputable hosting company to ensure that hosting services technology is the latest and regularly updated.
  We also use SSL certificate on all pages of our website to make sure that any information we receive from you is encrypted. On your browser’s address (URL) bar, our website address should start with https (for SSL security) and you should be able to see a padlock icon within the address bar.
  In addition to these security measures, our credit card payment page is now directly linked to our bank for maximum security. This means we cannot see or record any of your payment details. Once your payment is submitted by credit card, it is sent to our bank directly and we receive only a message regarding your payment from our bank as to whether your payment was successful or not.
  

• We currently accept the following payment options:
  
  a) Bank Transfer (Bacs) Payments directly to our bank account
  b) Debit or Credit Cards (Visa, Debit, MasterCard, Maestro). For Amex card payments please choose Paypal payment option!
  c) Paypal & Amex
  

  Please note that if you wish to use Debit/Credit Card payment method, for security reasons we cannot accept your card details over on the phone or via e-mail. You have to submit your card details for payment on our website yourself by using our secure payment form which is linked directly to our bank.

Despite all our security measures, we understand that some customers prefer not to make card payments. If this is the case, please choose the “Bank Transfer” payment option on our checkout page. Please note that we will not be able to process your order until we receive your full payment and funds have cleared in our bank account. This might result a small delay in delivery of your order.

• Yes, certainly. However, we will require advance notification and you must place your order and make your payment on our website. While placing your order, please make a note of planned collection day & time and choose “Collect from our store” delivery option on checkout page. Please note that we do not have facility to take payment on our premises. You can find our address details on our About Us page.

• During weekdays, if orders are placed and paid by 2pm on our website, we offer as standard, free 48 Hours delivery to UK mainland (excluding weekends & Bank holidays) to your delivery address (exclusion zones apply such as Northern Ireland, Scottish Highlands & Isles, Channel Islands Isle of Wight & Isle of Man). For more detailed information, please visit our Delivery & Collection page.

Yes we offer next day delivery with an additional fee of £12.00 per towel radiator and Saturday deliveries can be arranged for an additional fee of £40.00 per towel radiator. For both of the cases we must receive your order and payment by 2pm weekdays for UK mainland delivery addresses (exclusion zones apply). We strongly advice you not to make any installation plans or arrange for a plumber until you receive your order and check all your products. We do not accept any responsibility for delays in delivery caused by courier companies once your order has been dispatched. For more information, please visit our Delivery & Collection page.

• Depending on your product(s) and your delivery address, we will choose the most suitable courier company offering the most secure and quickest delivery time. We use UPS, DPD, TNT and Royal Mail. All orders are tracked and require signature on delivery. For very small orders (such as blanking plugs) these will be sent by standard Royal Mail post.

• We can change your delivery address for your order if you inform us in writing before we dispatch your order. However, we will not be able to change or amend your delivery address after your order is dispatched. If your order has already been dispatched and you need to change or amend your delivery address, please contact the courier company directly with your tracking number and make a request.
  If your order is dispatched with UPS, they will not be able to change or amend your delivery address after the first delivery attempt made.
  If your order is dispatched with DPD / Interlink Express, provided that you have given us your mobile number and your e-mail address, you will receive a notification prior to your delivery and you can then make a request for the change of delivery address.
  If your order is dispatched with TNT, you have to make a request directly with them. For any orders dispatched by Royal Mail, unfortunately you will not be able to change your delivery address.

• If you wish to receive your order on a specific date, please inform us when placing your order in the “note section” on our checkout page. A separate e-mail request to info@towelradiatorstore.com is also advisable to ensure your request is acknowledged. We will then hold your order until the requested delivery date. We will do our best to ensure that your delivery is made on the requested date, but as we rely on third party courier companies this cannot be guaranteed.
  Currently we do not offer timed delivery options. If you make a request for a specific time for your delivery, we will pass this request onto the courier company. However, most of the courier companies do not guarantee delivery for a specific delivery time without additional fees.

• Once we have dispatched your order, you will receive an automated e-mail from our website notifying you that your order has been dispatched. Contained within this e-mail, there will be a link to the courier company’s website where you can track your delivery online.
  You can also login to your account on our website and view your order details. Within your order details (if your order has been dispatched) you will find a link to track your order and see your delivery status online.

• Yes, all our courier companies will require a signature upon delivery of your order. They will not leave your order in a secure place without a signature. However, if your order is sent with UPS, they might leave your order at a local collection point (such as local petrol stations or supermarkets). You can then go and collect your order from this collection point; ID & Missed delivery notice required. Your order can be delivered to a different address such as your neighbour or work address; they can then sign for your delivery. If this is the case please notify us in writing while placing your order.

• If you miss your delivery, the courier companies will leave a missed delivery notice explaining how you can rearrange your delivery. However, most courier companies will try to redeliver your order on the next working day. You can also contact the courier company directly with your tracking number and make a new delivery request.

• UPS will make three delivery attempts to deliver your order. After the final delivery attempt, your order will be retained at the local depot for five days where you have to collect it from. If you do not collect your order within this time frame, your order will be returned to us. Re dispatching your order will incur delivery cost payable by you the customer.
  If your order has been dispatched with DPD / Interlink Express, after the second delivery attempt, your order will be retained at their local depot for three days where you have to collect it from. If you do not collect your order within this time frame, your order will be returned to us. Re dispatching your order will incur delivery cost payable by you the customer.
  Royal Mail will only make one delivery attempt. The order will then be held at the local depot for a limited time where you have to collect your order from. If you do not collect your order within their time frame, your order will be returned to us. Re dispatching your order will incur delivery cost payable by you the customer.
  If you wish to cancel your order after all failed delivery attempts, then unfortunately you will be liable to pay us for the original delivery & return costs. The original delivery & return costs will be deducted from the refund of your cancelled order.

• Yes, we offer delivery to EU, Non-EU and many other international destinations. You will find on our checkout page (within the “Delivery Methods” section) set delivery fees for some EU and Non-EU countries based on the delivery of each individual towel radiator. If your country is not listed under delivery address section, please contact us with your full delivery address, product(s) codes and quantities so that we can provide you with an accurate quote for the delivery costs and timeframes. You can also find more detailed information about EU and Non-EU deliveries on our International Delivery page.

Over the last eight years, we have improved packaging of our products significantly in order to minimise any damage to our products during the delivery process. However, despite all our efforts very rarely transport damage occurs to our products.
Due to the protective packaging we use, you may not see any noticeable damage on the outer packaging. But, we require you to open and check your product(s) fully as soon as you receive them at the original delivery address (we do not accept liability for transport damage if the order has already been moved to another address / location).
Any transport damage or missing products must be reported via e-mail within three working days after receiving your order. Please provide us with photographs of the damaged product and its packaging. Once we have received your damage report e- mail and photographs, we will report the transport damage to the courier company. The courier company will then collect the damaged product(s) along with the original packaging for inspection. A brand new replacement product will be sent.
Any missing products must be reported within three days of delivery of your order. Some of the small products (such as valves or heating elements) are packed within the main box of the towel radiator. Please check all the packaging thoroughly before reporting missing products. All orders are sent with an address/delivery note attached to the outside of the packaging. The delivery note will be ticked for packed products by our warehouse staff. Please check the delivery note thoroughly before reporting missing products. Please retain the delivery note for future reference.
Please note that we only accept claims for transport damages and missing products,
* If it is reported within three days of receiving your delivery
* If you still have the original packaging, boxes & bubble wrap
* If all the delivered products are still at the original delivery address and have not been moved to a different location
If the above conditions are not met, unfortunately we cannot make any claims from the courier companies and we cannot accept your claim. Please also note that we strongly advice you to not to arrange a plumber / installer to install your products until you receive your order and have checked/inspected all products thoroughly. We cannot be held liable for any additional costs which might occur due to transport problems or missing products of your order!

• We appreciate all feedback regarding our products and your shopping experience with us. We always encourage our customers to leave feedback based on their experience whether it positive or negative. Your feedback helps us to improve our products, our website and our already highly appraised customer service.
  After completion of your order, you will receive an automated e-mail from our website giving you chance to rate and leave a feedback on our products and your shopping experience with us. You can also send us feedback direct via e-mail by using the Contact Us page (please remember to include your contact details). Feedbacks can be provided by logging into your account on our website too.

• We are happy to cancel and accept your order back as long as below conditions are met:
  • Cancelled within 30 days of the original order date
  • none of the products have been used
  • all returned products are in the original condition and untampered packaging
  • all returned products can be re-sold
  Cancellation request must be made in writing via e-mail to info@towelradiatorstore.com For orders which have not been dispatched there will be no additional cost and a full refund will be made. However, if your order has already been dispatched and you then wish to cancel your order you will be liable for the delivery and return costs. The original delivery & return costs will be deducted from the refund of your cancelled order. If you wish, we can also arrange collection of cancelled orders from your address with an additional collection & return fee payable by you the customer.

• Unless stated otherwise within the each individual product description, all our Bathroom Towel Radiators & Vertical Designer Radiators come with five years warranty. The warranty is only valid if the radiators have been installed by qualified & professional installer, installed as per our installation recommendations and maintained with reasonable care.

• Our warranty covers for any chrome or paint defects, rusting and leakage.

• Unless stated otherwise within the each individual product description, all our heating elements and valves come with two years warranty. The warranty is only valid if the heating elements and valves have been installed by qualified & professional installer, installed as per the manufacturers installation recommendations and maintained with reasonable care.

• Despite all our efforts and very strict quality control procedures in place, on very rare occasions there may be an unforeseeable fault with a product.
  If the faulty product is a towel radiator or vertical designer radiator, please contact us via e-mail with your details (such as your order number and name), explaining the problem in detail and answers to the below questions:
  Was the product received in good condition and was it checked before installation?
  When was the product installed and by whom?
  Was the product installed according to our recommendations on our website; if not how was it installed?
  Was the product maintained with reasonable care?
  When did the problem start?
  We also require you to send photographs of the problem area(s) on the faulty product and one photograph showing the entire product. These details are then passed onto our manufacturer for feedback regarding your claim for a faulty product.
  Once all the required information & photographs have been received, we will process your claim. If your claim is successful, we will send you a replacement product. Please do not dispose the faulty product until you receive confirmation from us. In some cases we might need to collect the faulty product for a closer inspection.
  Please note that we can not be held liable for any replacement costs or damaged caused by the faulty product(s). If your claim is approved, we will provide you a replacement product to your original delivery address unless a different delivery address is agreed in advance.

• If the faulty product is a heating element, you must stop using the product immediately! We do not manufacture the heating elements we sell on our website. We only sell heating elements from very reputable European manufacturers. Experience gained over the last eight years concludes that most heating element faults are due to not following the manufacturer’s guidelines for installation or misuse by the customer.
  Please contact us via e-mail with your details (such as your order number and name), explaining the problem in detail and including answers to the below questions:
  Was the product received in good condition and was it checked before installation?
  When was the product installed?
  Was the product installed by a qualified & professional electrician?
  Was the product installed according to the manufacturer’s recommendations, if not how was it installed?
  Was the product maintained with reasonable care?
  When did the problem start?
  Did you or your electrician try to make alterations or try to repair the product in anyway?
  Have you checked the user manual for trouble shooting?
  From experience we try answer your questions regarding the heating elements but unfortunately we are not qualified to inspect the heating elements. This can only be done by the manufacturer. If the faulty heating element has not been tampered with in anyway, that you have not removed the casing and the security seal is still in place, we will provide you with a return address. Once we have received the faulty heating element, it will be sent to our manufacturer for inspection and we will send you a replacement heating element initially free of charge (payment of the replacement heating element depends on the outcome of the manufacturer’s inspection report). If the manufacturer’s inspection report concludes that the fault was due to incorrect installation or misuse, you the customer then become liable to make payment for the replacement heating element. Please note that we can not be held liable for any replacement costs or damaged costs by the faulty product(s). If your claim is approved, we will provide you a replacement product to your same delivery address unless otherwise agreed in advance.

• Our online webstore is open 24 hours a day, 7 days a week. You can place orders and make payment anytime of the day.
  Our office working hours are Monday to Friday from 09:00 till 17:30 (excluding UK bank holidays).
  Some Saturdays, we may be able to answer phone calls. Your e-mail questions and request will be replied to during our regular operating office hours. E-mails are monitored for urgent enquiries.
  

• Yes, as long as you inform us in advance and if we agreed on a date and time. However, you must create your order and make your payment online before the agreed collection day.

• Yes, certainly. We can offer you discounts for bulk purchasing depending on the products, quantities and your delivery address. Please provide us with the product codes (which can be found on our website) & quantities you wish to purchase.

• We regularly work with building & plumbing companies. We always offer discount for our regular trade customers. Please provide us the product code(s) (which can be found on our website) & quantities you wish to purchase.

• Our website uses cookies to enable accepting orders and provide you with the most satisfactory shopping experience. You can disable the cookies within your browsers settings. However by doing so, you may not be able to place orders on our website.
  We are very serious about any data you have provided to us while creating your order and we are committed to protecting your privacy to the highest level. Please note that if you wish to make payment for your order by using your credit/debit card, under any circumstances we cannot see or store your card details. We will never ask or accept your credit/debit card details via e-mail or over the phone.
  For more information, please visit our dedicated Cookie & Privacy Policy page.
  

• Absolutely not. We only use the information you have provided to us in order to process your order (such as sharing your delivery information with a courier company).

• We provide some basic advice and guidance on our website in order for our customers to understand what they need to purchase and how they can use our products. But this advice should be used as a guide only as all of our customers have individual installation requirements.
  We are not installers and not qualified tradesmen to give detailed installation advice. In order to prevent unexpected problems and costs, we strongly recommend that you seek advice from a qualified & professional tradesman. We cannot be held responsible for any information we provide on our website.

• Unfortunately no. We are only an online retailer and we do not offer such services.
  We strongly recommend that all installation work must be carried out by qualified & professional tradesman and we can not be held responsible for any information we provide on our website.