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Shipping & Returns

Shipping, Delivery & Returns

At Plumbco, we want ordering online to be as simple and straightforward as possible. Whether you're ordering a small plumbing fitting or a larger heating product, you'll find everything you need to know about delivery, collection, cancellations and returns below.

If you have any questions about an order, please contact our team at weborders@plumbco.co.uk or call 01933 224100.

Deliveries

We offer a choice of delivery options depending on the size and type of your order.

Small to Medium Parcels

Royal Mail Tracked 24 – £4.00

Our faster tracked option for eligible small parcels, with delivery usually within 1–2 working days after dispatch.

Royal Mail Tracked 48 – £2.99

Our economical tracked option for eligible small parcels, with delivery usually within 2–3 working days after dispatch.

Both services are subject to Royal Mail's size and weight limits and are not suitable for bulky or oversized products.

Dispatch and delivery information

Orders placed before 1pm on a working day are normally dispatched the same day, subject to stock availability.
Orders placed after 1pm, at weekends or on bank holidays are normally dispatched on the next working day.
Once your order has been dispatched, we'll provide tracking information so you can follow its progress.
Delivery times are estimates and cannot be guaranteed.
If your parcel is delayed, missing or has a delivery issue, please contact us and we'll help investigate.
Safe-place deliveries are subject to the options and instructions available through the delivery service.
If you have specific delivery requirements, please contact us before placing your order.

Bulky Item Delivery – £25.00

Our bulky item delivery service is required for large or heavy products, such as radiators, boilers and other oversized items that cannot be sent using standard parcel services.

Please do not select Royal Mail Tracked 24 or Tracked 48 for bulky items. These services are not suitable for oversized products. Selecting an unsuitable delivery option may delay your order while we contact you to arrange the correct service and any additional payment required.

Important information about bulky deliveries

Kerbside delivery: Deliveries are kerbside only. The courier will not carry items into your property or provide an installation service.
Please be available: Someone must be available to receive the delivery. Please arrange any assistance needed to move the items into your property.
Missed deliveries: If nobody is available, the courier may return the goods to our warehouse. Additional redelivery charges may apply where applicable and disclosed.
Changes to delivery arrangements: If you won't be available on the agreed delivery day, please contact us as soon as possible on 01933 224100.

If you're unsure which delivery option your order requires, please contact us before ordering and we'll be happy to help.

Free Order Collection

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

Collection address

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

Opening hours

Monday–Friday: 7:30am–5:00pm
Saturday: 8:00am–12:00pm
Sunday: Closed

How collection works

Place your order online and select collection at checkout, where available.
Wait for our email confirming that your order is ready. Please don't travel to the branch before receiving this confirmation.
Visit the trade counter during opening hours with your order confirmation and a form of identification.
A member of our team will retrieve your order.
Sign for your order and load it into your vehicle.

Please note:

Orders should be collected within 7 days of notification that they're ready.
If you need longer, please contact us to arrange an extension.
Please ensure your vehicle is suitable for the size and weight of the items you're collecting.

Returns & Refunds

We understand that sometimes a product may not be right for your needs. Our returns process depends on whether you've changed your mind or your item has arrived faulty, damaged or incorrect.

Changed Your Mind? Returns for Online Orders

For most purchases made online by consumers, you have a statutory right to cancel your order without giving a reason. We do ask customers to provide a reason when contacting us, as this helps our team deal with the request.

You generally have 14 days from receiving your goods to notify us that you wish to cancel, followed by a further 14 days to return the goods.

How to arrange a return

Email weborders@plumbco.co.uk with your order number and the reason for your cancellation or return.
Our team will check the status of your order and explain the next steps.
If your order hasn't been dispatched, we'll cancel it and arrange the appropriate refund.
If your order has already been dispatched, we may not be able to stop the delivery. You may need to receive the goods and return them to us.

Please contact us before sending any items back so we can explain the return arrangements.

Condition of returned goods

For change-of-mind returns, we ask that items are returned in new, unused and resalable condition, in their original packaging, with all supplied parts and accessories.

You may inspect goods as you reasonably would in a shop to establish their nature, characteristics and functioning. If goods have been handled beyond what is necessary for this purpose, we may be entitled to make a deduction for any resulting reduction in value.

Please package returned items securely and include your order number so we can identify your return.

Faulty, damaged or incorrect items are dealt with separately, as explained below. Some products are exempt from change-of-mind cancellation rights under consumer law. Where an exemption applies, we'll explain this where required.

Return Postage & Delivery Charges

For change-of-mind returns, customers are responsible for the cost of returning the goods, provided this requirement was made clear before purchase.

Original delivery charges are generally not refunded for ordinary returns outside statutory cancellation rights. However, for eligible statutory online cancellations, we will refund the cost of our standard delivery service. If you selected a more expensive delivery option, we only need to refund the cost of the least expensive standard delivery option offered.

If an item is faulty, damaged or incorrect, please contact us before returning it. We'll explain the next steps and arrange or cover appropriate return costs.

Refunds

Refunds are processed manually by our team and are normally returned to your original payment method.

To help us process your refund, we'll ask you to contact us by telephone. This allows our team to verify the necessary details and complete the refund using our card payment terminal.

Any payment details requested during the call are used to process the refund and are not recorded or logged by our team.

For eligible online cancellations, refunds will include the cost of the returned goods and the standard delivery charge where required by law. Additional charges for upgraded delivery services are not normally refundable.

We'll process refunds within the applicable statutory timeframe. For most statutory online cancellations, this is generally within 14 days of receiving the returned goods or receiving evidence that they've been sent back, whichever happens first.

Our refund process does not affect your statutory consumer rights. If you need assistance arranging a refund, please contact us and we'll explain the available options.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or different from what you ordered, please contact us at weborders@plumbco.co.uk as soon as possible.

Please provide:

Your order number
The product affected
A description of the problem
Photographs of the damage, where possible

Please keep the original packaging where possible and avoid installing or using a damaged item until we've advised you on the next steps.

We'll assess the issue and explain the available options, which may include a repair, replacement or refund, depending on the circumstances and your statutory rights.

Where a return is required because an item is faulty, damaged or incorrect, we'll arrange or cover the appropriate return costs.

Your statutory rights are not affected by this process.

Cancelling an Order

If you wish to cancel an order, please email weborders@plumbco.co.uk with your order number and the reason for your cancellation. Our team will check the order's status and confirm the next steps.

Before dispatch

If your order hasn't been dispatched, we'll cancel it and arrange the appropriate refund.

After dispatch

Once your order has been dispatched, we may not be able to stop the delivery. If your order is eligible for cancellation under your statutory rights, you may need to receive the goods and return them in accordance with our Returns & Refunds policy.

For change-of-mind returns, items should be returned in new and resalable condition, with their original packaging, subject to your statutory rights.

Faulty, damaged or incorrect items are handled separately. Please contact us so we can help resolve the issue.

Some products and purchases are exempt from statutory cancellation rights. This does not affect your rights if goods are faulty, damaged or not as described.

We'll confirm the cancellation and refund arrangements with you.

Need Help?

If you have any questions about delivery, collection, returns or an existing order, our team will be happy to help.

Email: weborders@plumbco.co.uk
Telephone: 01933 224100

Thank you for shopping with Plumbco.