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Customer Service & Frequently Asked Questions

In this section, we try to answer some of the common questions we have received from our customers. Over the last eight years we have gained a detailed understanding of our customer’s shopping experience and hope that this knowledge will help you have an enjoyable shopping experience too. Below are questions and answers which relate to placing orders, payment methods, delivery & returns, cancellations, office hours, product warranty, custom orders, discount, VAT, privacy & cookie Policy, website security, procedures for transport damages or faulty products and much more detailed information.

If you cannot find the answer to your question on this page, please contact us directly on 020 8892 2633 or via e-mail to . We will respond to you as soon as possible.

Placing & Changing Orders

1.  How do I create an order & make a payment on your website?
2. Do I need to create an account on your website in order to place an order & make a payment?
3. Do you provide a VAT invoice? Where do I find my invoice?
4. How do I track my order?

Orders from other EU & Non EU Countries and VAT Related Questions

1. Do you accept orders from EU & Non EU countries?
2. Do I have to pay for VAT if I am from Guernsey, Jersey or Channel Islands?
3. How do I claim VAT for an order for a VAT registered EU Country?

Back Orders

1. The product I wish to purchase is out of stock. How do I place an order for it?

Custom Orders

1. Do you accept custom orders?
2. Can you manufacture the size / specifications of product I am looking for?

Website Security & Accepted payment methods

1. How secure is your website and how do I know?
2. What payment methods do you accept?
3. I do not wish to submit my credit card details for paying my order? How do I make a payment alternatively?

Delivery & Collection

Please note that we strongly advice you to not to arrange a plumber / installer to install your products until you receive your order and check your products. We can not be held liable for any additional costs which might occur due to problems with delivery of your products!

1. Is it possible to collect my order from your store and see the products?
2. What is your delivery time & how much does it cost?
3. Do you offer next day or Saturday delivery?
4. Which courier companies do you use? Are orders tracked & signed for?
5. Can I change my delivery address for my order?
6. Can I choose my delivery date & time?
7. How do I track my delivery and where do I find my delivery information?
8. Do I have to sign for my delivery? Can I ask for my order to be delivered / left in a secure place?
9. I have missed my delivery! How do I rearrange delivery of my order?
10. I have missed all the delivery attempts and my order has been returned back to you. What do I now need to do?
11. Do you offer EU, Non-EU or International delivery?

Procedure for Transport Damage & Missing Products

1. What is a procedure for transport damage & missing products?

Feedback & Reviews

1. How do I provide feedback for the products and overall shopping experience from your website?

Returns & Cancellations

1. I have changed my mind. Can I cancel and return my order?

Product Warranty

1. What is the warranty period on your Bathroom Towel Radiators & Vertical Designer Radiators?
2. What does your warranty cover on your towel radiators?
3. What is the warranty period on your heating elements and valves?

Procedures for Faulty Products

1. For Bathroom Towel Radiator & Designer Vertical Radiators
2. Heating Elements

Office Hours

1. What are your opening hours?
2. I am local. Can I come and collect my order from your address?

Wholesale & Trade Discounts

1. Do you offer wholesale discounts?
2. I am a plumber / installer. Do you offer any trade discounts?

Cookie & Privacy Policy

1. What is your Cookie & Privacy Policy?
2. Do you share my details with third parties?

Disclaimer for Help & Advice

1. Can you advise me on how to install my towel radiator?
2. Do you provide installation service for towel radiators or heating elements?