Trade account Design and Installation

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We have a dedicated knowledge base full of helpful FAQs.

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Popular FAQs

How can I contact your customer care team?

We understand you have questions from time to time and to answer them as effectively as possible, we have FAQs and Help Centre articles covering the most popular topics.

If you still have a query, please and our helpful chatbot Victoria can point you in the right direction, connecting you to our Customer Care Team if needed.

To safeguard our Customer Care Team and provide the most effective support possible, we switched from an office-based call centre to a home-working Live Chat team. In the short term, this may mean we're unable to respond to you as quickly as we'd like but are working hard to resolve queries as quickly as possible.

We'd like to thank you for bearing with us as we continue to improve this new way of working. Supporting our customers safely remains our top priority.

What shall I do if my item has arrived damaged?

On the rare occasion that an item has arrived damaged you can request a FREE replacement online from your account, within 30 days of your order being delivered.

As long as your item isn't already installed, we'll ensure a replacement is sent free of charge once the damage has been confirmed. If you don't have an online account, you can create an account using the same email address and this will allow you to manage any existing orders.

For more details, view our policy for damaged items.

How do I return an item?

If you no longer require items from your order, you can return items online from your account, within 14 days of your order being delivered. If you don't have an online account, you can create an account using the same email address and this will allow you to manage any existing orders.

Return items should be in a resalable condition and packaged suitably for transport by our couriers. For more details, including any collection charges, view our returns policy. Trade customers, please see trade returns policy.

Can I change my order?

Yes, as long as your order hasn't already been left our warehouse, we can remove items, amend your delivery date, address or contact details.

If your order has already left our warehouse depending on the type of amendment, we may not be able to make any changes. Please and we'll happily talk through your options.

Can I cancel my order?

Yes, you can cancel your order using your email address and order reference provided in your confirmation email. This is 8 characters long and only contains letters and numbers.

Alternatively if you have an online account you can also cancel an order within the "Your orders" section.

Orders are only eligible for cancellation pre-dispatch. If you wish to cancel after dispatch or only cancel part of the order please via live chat and our customer care team will help arrange this for you.

When will I receive my refund?

We'll always try to issue refunds as soon as possible and, at most, within 14 days of receiving your returned items.

Due to COVID-19 safety precautions, we're operating with reduced hours and staff, so in some cases it may take longer.If you have not received your refund after 14 days, please and one of our friendly customer care advisors will help you

Can I track my order?

Yes, you can track your order online using your email address and order reference provided in your confirmation email. This is 8 characters long and only contains letters and numbers.

Do you sell spares?

At the moment, we don't sell spare parts for our products, everything we have available to purchase is available on our website. We can often help provide advice on spare parts required, if your parts are in warranty you can for assistance.

Need to get in touch?

VictoriaBot is to here to help and can...

  • Give instant responses
  • Help with most questions
  • Link you to our policies and site services
  • Connect you to an advisor if needed
  • Let our advisors know your query in advance

Chat currently online: 12am - 8pm*
*Support Agents online 8:30am - 5pm

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Chat opening hours

Support Agents
Monday - Friday 8:30am - 5pm
Saturday 9am - 5.30pm
Sunday CLOSED
Bank Holidays 10am - 5:30pm
VictoriaBot
Monday - Friday 12am - 8pm
Saturday 6:30am - 5.30pm
Sunday CLOSED
Bank Holidays 10am - 5:30pm
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