Mon - Fri : 8am - 7pm / sat: 9am - 5pm

Customer Service

Shipping & Delivery

Delivery options

Delivery is free on all orders over £50. Orders below £50 incur a £4.95 delivery cost. 

Next-day delivery

Free next-day delivery is available on in-stock orders over £50. You can see in your bag if your item is in stock.

To get free next-day delivery, you will need to place your order by 6pm GMT, Monday to Friday. Please refer to the timings below to see when your item will arrive:

  • Order before 6pm GMT, Monday to Friday
    Delivers next business day
  • Order before 6pm GMT on a Friday
    Delivers on Monday
  • Order after 6pm GMT, Monday to Friday 
    Delivers two business days later
  • Order after 6pm GMT on a Friday, or any time on Saturday or Sunday
    Delivers on Tuesday

For engraved items that are in stock, your order should be placed before 3pm on the above days.

Free next-day delivery is not available on certain order types, including orders paid for with loan financing or by bank transfer. Also it may not be available to some addresses in Northern Scotland and UK offshore regions. If you’re in any doubt, you can find out when your items will be delivered at checkout.

Carrier & postal deliveries

Orders above £50 will be sent via carrier delivery. For carrier deliveries a signature may be required to receive your item. You can track the status of your order via online Order Status.

Orders below £50 will be sent in the post, and cost £4.95 for delivery. For postal deliveries no signature is required and order status tracking is not available.

Your items will be delivered separately to ensure you receive them as soon as possible.You can also dispatch each item to a different address, and choose up to 15 different addresses per order.

Please note that we do not deliver to P.O. boxes or BFPO addresses.

 Scheduled delivery with express delivery services.

Where available you can choose a scheduled delivery method for each item on your order. Refer to the below to find out about these options and how much they cost:

  • Express delivery - £8
    1-3 days after dispatch
  • Pre-noon delivery - £12
    1-3 days after dispatch, delivered before noon
  • Pre-9:30am delivery - £15
    1-3 days after dispatch, delivered before 9:30am
  • Evening delivery - £15
    1-3 days after dispatch, delivered between 5:00pm and 9:00pm
  • Saturday delivery - £18
    3-8 days after dispatch, delivered on a Saturday

Delivery times vary according to your selected delivery address and availability of your items. A signature may be required for delivery.

 

Privacy & Security

Here at the GreatPlumbing , we are very careful with your personal information.
Your details will not be disclosed to any third party and in accordance with the Data Protection Act, we will not disclose any information we hold about you. For security reasons, none of your credit card details are stored on The GreatPlumbing Company’s systems once your payment has been processed. Any documentation sent will not contain the full card number - it will only display the last 4 digits of the number to show which account was used to make the purchase. However, this does mean that if you wish to add to your order, or we need to amend your payment in any way, we will need to contact you again to take your credit card details. 

Our site contains some COOKIES These cookies, which are tiny snippets of code, are stored on your computer to help make shopping on our site simple. These cookies are useful to remember the last page you looked at and what you have in your shopping basket etc. You can turn off Cookies via your computer although we feel this may have a detrimental effect on your shopping pleasure when using our site. We are aware that your personal information & privacy are important and we take care to ensure we are careful to protect your information. Below you will find details of the cookies that operate on our site. We have first party cookies, which means we do not sell or export your data outside of our organisation.

Returns & Replacements

Faulty products or incorrect items received can be returned under the terms of our returns policy

Unwanted items or orders placed in error can be returned to us for a credit, and will only be accepted provided the item has not been opened and the packaging is in as good as new condition.

We will refund postage based on a 2nd Class Recorded Delivery for a faulty item only.

Please ensure you enclose a covering letter detailing your Name, Order Reference Number, a Postal Receipt (if applicable to receive a postal refund), the issue(s) and the desired action i.e. replacement, credit or a refund.

Please keep in mind, if you return an item that doesn't adhere to our returns procedure or doesn't include a returns form, you may be liable for a £10 administration fee.

Please be sure to read all the terms and conditions below prior to processing a return


For faulty goods:

  • Within 30 days of delivery we will always offer you the choice of an exchange or refund (excluding postage).
  • Within 5 years of delivery, if there is a fault with your product we will normally offer a prompt repair, exchange or credit (credit to include original postage).
  • To qualify for a refund or exchange the faulty product must be free of faults caused by accident, neglect, misuse or normal wear and tear.
  • We test every item returned to us, once received it will be inspected and tested by our test centre. A replacement will be authorised should a fault be found.
  • In the event of a replacement not being available an alternative product will be offered or a credit note issued, in certain circumstances a full refund will be offered.

If no fault can be found by our test centre, the item/s will be returned to you.

 

For damaged goods:

  • If any item arrives damaged please contact our customer service team within 14 days of delivery for a replacement order.
  • Items not claimed as damaged after this period may not be authorised for replacement.

 

 For non faulty goods:

  • If the goods GreatPlumbing delivers are not what you ordered or the delivery is of an incorrect quantity, GreatPlumbing shall have no liability to you unless you contact our customer service team within 7 days of receipt for a Returns Authorisation.
  • If you notify a problem to GreatPlumbing  under this condition, our only obligation will be, at its option: - to make good any shortage, mispick or non-delivery; or to refund to you the amount paid by you for the goods in question to the original method of payment.
  • GreatPlumbing will not be liable to you for any indirect or consequential loss or damage arising out of any problem you notify to GreatPlumbing under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question.
  • Nothing in these conditions are, however, intended to limit any rights you might have as a consumer neither under the applicable local law that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from its negligence.
  • All goods returned will be inspected for damage and authenticity upon receipt, if GreatPlumbing discovers any defects, we reserve the right to refuse to refund or replace and return the item(s) to you.
  • Non-faulty items returned after 30 days and/or not in their original, undamaged packaging can only be exchanged for store credit - 15% off the items returned.
  • If you return an item that doesn't adhere to our returns procedure or doesn't include a returns form, you may be liable for a £10 administration fee

If you no longer want your purchase and it remains unopened and unused, you can arrange to return it to us within 30 days of receipt for a refund. Please be aware that we will not refund your postage costs, as there is no error on our part.

Please note: Any goods returned must be in their original packaging or a surcharge of 15% will be issued. support@greatplumbing.co.uk

Goods returned without an authorised returns number will not be accepted and will be returned to sender.

Ordering
Ordering stock can be difficult and time consuming for clients even if you have access to sales data. Making it part of your field marketing investment can make it easier to manage.

Equally, some products sell so quickly, that by the time the sales data is used to create an order it can already be out of date. Inaccuracies resulting in out of stock products can therefore creep in.

The whole ordering process can be integrated neatly into a field marketing solution so that orders are created in store by experienced field staff, then sent automatically to be processed and shipped.

Payment, Pricing & Promotions

We accept the following payment methods online:

  • MasterCard
  • UK Maestro
  • Visa credit card
  • Visa debit card
  • Visa Electron
  • PayPal (choosing Paypal also allows you to pay with a wider variety of cards, including American Express).

Please note that most card transactions will require 3D Secure. Please contact your bank to set this up if required.

Prices and promotions displayed on this website apply to items ordered through the website only and may not necessarily be available placing an order by email or post.

All promotions are available for the stated time period only and are subject to availability.

Viewing Orders

What's your status?

Check Order Status

It's easy to check the status of your order! Just visit online My Account and sign in with your GreatPlumbing ID and password to get a summary of any orders placed online. You'll see your order number, the date the order was placed, the status of the order, order total, the shipping method, and package tracking information for items that have shipped. If you placed your order over the phone or via mail/fax, you can check your order status by contacting one of our customer services specialists at 01565 832686 or emailing Customer Service


Order status messages

Commonly used order statuses include:

  • Pending - We've received your order. If it showing a pending status you may still have the ability to change or cancel the order.
  • Processing - Your items have already been prepared for shipment and cannot be changed by our customer service department. We'll send you an email when your item(s) have shipped.
  • Shipped - We've shipped your order using the shipping method you selected. You can track your shipment from online My Orders.

Cancel Items or Order

Please contact a customer service specialist at 01565 832686 to discuss your request*.

If you are unable to cancel item(s) online and need to make a return, please review the Returns & Refunds section of online Help.

*To expedite this request please include your Purchase Order Number, Customer Number, Name, and/or Billing address.

Updating Account Information
To change your account information, click on “my account” next to the Welcome tab at the top of the page. Once you enter your login information you will be brought to your account page, which has a sidebar menu to the left of the screen under the heading “MY ACCOUNT”. 

  • To change the way your name appears or your email address, click on the tab in the sidebar menu that says “Account Information”. 

  • To change your billing or shipping address click on the tab in the sidebar menu that says “Address Book”. This will bring you to your address page, where you will have the options to click on “Edit Address”, “Delete Address”, or “Add Address”. 

  • To subscribe or unsubscribe to the GreatPlumbing newsletter, click on the tab in the sidebar menu that says “Newsletter Subscriptions”, where you will have the option to subscribe, or click the box which says unsubscribe.

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