Ordering & Trade Accounts

Q: Are you trade only?

No, Plumbco supplies both trade customers and the general public. Everyone is welcome to shop with us online. Registering for a trade account gives eligible trade customers access to additional benefits and account management features tailored to their professional needs.

Q: How do I place an order?

You can order directly through our website. Simply find the products you need, add them to your basket and follow the checkout steps to enter your details and complete payment.

If you experience any problems placing an order or completing payment, please contact us and we'll be happy to help.

Q: Can I amend or cancel my order?

If you need to amend or cancel an order, please contact us as soon as possible and quote your order number. If your order has not yet been dispatched, we may be able to make the requested changes or cancel it.

If your order has already been dispatched, we may be unable to stop the delivery. Your cancellation and return options will depend on the circumstances and your applicable consumer rights.

Delivery & Collection

Q: What delivery options do you offer?

We offer Royal Mail Tracked 24 and Royal Mail Tracked 48 for suitable items. Larger or heavier products, such as boilers and radiators, may require a specialist or pallet delivery service.

You can also collect your order free of charge from our Wellingborough branch.

Q: How much does delivery cost?

Our standard delivery charges are:

• Royal Mail Tracked 24: £4.00

• Royal Mail Tracked 48: £2.99

• Bulky item delivery: £25 for applicable items, including certain boilers, radiators and oversized products.

The appropriate delivery options and charges will be shown during checkout. Bulky items cannot always be sent using standard parcel services, so please select the correct delivery option for your order.

Q: How long does delivery take?

Our estimated delivery times are calculated from the date your order is dispatched:

• Royal Mail Tracked 24: Typically 1–2 working days after dispatch.

• Royal Mail Tracked 48: Typically 2–3 working days after dispatch.

• Bulky or pallet deliveries: May take up to 5 working days, depending on the product and delivery arrangements.

Orders placed before 1pm on a working day are normally dispatched the same day, subject to stock availability and any special delivery requirements. Orders placed after 1pm, at weekends or on bank holidays are normally processed on the next working day.

Delivery times are estimates and may be affected by circumstances outside our control.

Q: Can I track my order?

Royal Mail orders are sent using tracked services, allowing you to follow your delivery using the tracking information provided when available. For bulky deliveries, please contact us if you need an update on your delivery arrangements.

Q: Can I collect my order?

Yes, free collection is available from our Wellingborough branch. Please wait until you receive confirmation that your order is ready before travelling to collect it.

Collection address:

Plumbco
Midland Business Units 1 & 2
Finedon Road
Wellingborough
Northamptonshire
NN8 4AD

Collection opening hours:

• Monday–Friday: 7:30am–5pm

• Saturday: 8am–12pm

• Sunday: Closed

Please bring your order confirmation and suitable identification. We ask customers to collect their orders within seven days of receiving confirmation that they are ready.

Q: What happens if I miss a delivery?

Please ensure someone is available to receive bulky deliveries, as these are generally kerbside deliveries. If a delivery is missed, the goods may need to be returned to the depot or our premises and a redelivery charge may apply where applicable and previously disclosed.

If you need to change your delivery arrangements, please contact us as soon as possible on 01933 224100.

Returns, Cancellations & Refunds

Q: What is your returns policy?

For most consumer purchases made online, you have the right to cancel within 14 days of receiving your goods without giving a reason. You then have a further 14 days to return the goods after notifying us of your cancellation.

Please contact us before returning an item so we can explain the return process.

We ask that returned goods are unused, in a resalable condition and, where possible, in their original packaging with all parts and accessories included. You may inspect goods as you would in a shop, but handling beyond what is reasonably necessary to establish their nature, characteristics and functioning may result in a deduction from your refund.

Some products may be exempt from cancellation rights under applicable law. Your statutory rights remain unaffected.

Q: Who pays for return postage?

For eligible change-of-mind returns, customers are normally responsible for the cost of return postage, provided this was made clear before purchase.

Where you exercise your statutory right to cancel an online order, we will refund the cost of the least expensive standard delivery option offered at the time of purchase. Additional charges for upgraded delivery services are not normally refundable.

If an item is faulty, damaged or incorrectly supplied, please contact us. We will arrange or cover appropriate return costs in accordance with your statutory rights.

Q: How do I request a refund?

Please email us with your order number and details of the items you wish to return or cancel. Our team will explain the next steps.

Refunds are processed manually and are normally made to the original payment method. We may ask you to arrange a quick telephone call so we can obtain the necessary details to process your refund through our card terminal. These details are used for processing the refund and are not recorded by our team.

We will process refunds within the applicable statutory timeframe.

Q: How long will my refund take?

For statutory online cancellations, refunds are generally due within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever happens first. Other refund situations may have different timeframes depending on the circumstances and applicable law.

Q: What should I do if I receive a damaged or faulty item?

Please contact us as soon as possible with the following information:

• Your order number

• The name or product code of the affected item

• A description of the damage or fault

• Clear photographs, where possible

Please keep the packaging and avoid installing or using a damaged item until we have advised you on the next steps.

We'll investigate the issue and discuss an appropriate resolution, which may include a replacement, repair or refund, depending on the circumstances and your statutory rights.

Q: What if I've ordered the wrong product?

If you've ordered the wrong item, please contact us as soon as possible. If your order has already been dispatched, you may need to receive the goods and arrange a return.

For eligible change-of-mind returns, our returns policy and statutory cancellation rights apply. If you're unsure whether a product is suitable for your installation, please contact us before ordering and we'll do our best to help.

Contact Us

Q: How can I contact Plumbco?

If you have a question about a product, delivery, collection, order or return, our team will be happy to help.

• Telephone: 01933 224100

• Email: sales@plumbco.co.uk

• Online order enquiries: weborders@plumbco.co.uk

• Website: https://www.plumbco-online.co.uk/

When contacting us about an existing order, please include your order number so we can assist you as quickly as possible.

We hope you find this information helpful. If you have any other questions, please don't hesitate to get in touch with our team.