Your order will show a tracking number when we have processed the shipping. Our system will send automated emails and texts with the tracking information. Please check the Spam folder in your email box to see if it is sent there. If you do not have a mobile number on your account, you will not receive the texts. Please keep a note of tracking information in case you have any issues.
To manually track your item please go to the APC or DHL website for an update. This is useful if you do not receive a tracking notification or cannot find it.
Safe Place
If you are not expecting to be at home when the parcel is going to be delivered, please message or email us with instructions to leave it in a safe place immediately after you order so we can add it to the shipping label. Please include your order number and indicate the website you bought the product from in the email.
Not at home when the parcel is delivered?
If you have not indicated a safe place, you will either receive a card from the courier or they will attempt to leave it with your neighbour. The card will be posted through your letter box with instructions to rearrange delivery with the courier. Please contact the courier directly to organize this. If you have not received a card on the expected day of delivery, please check with your neighbours to see if they have received the parcel. Please contact us if you have tried this and need further help and we will work to resolve any delivery issues.
Multiple Consignment Orders
Some orders may need to be shipped in more than one consignment. Examples are: Thermostatic and Dual Fuel Towel Rails (the element is shipped separately). Portable Panel Heaters such as Adax Neo, Clea, SolAire Caldo (the leg brackets are shipped separately). In some circumstances the second parcel can arrive at a different time, or even the following day.
Damages
When the courier delivers the item please check the package before you accept it. If there is visible damage to the box and the product inside, you can refuse delivery and it will be returned to us. You can then contact us by message, email or telephone to inform about the damage and we can either exchange the item or refund you.
If you accept the parcel but find that the contents are damaged when you open the box, please contact us by message, email or telephone to inform us and and attach photos of the damage. Please include your order number and website you bought the product from in the email.
We can offer to refund or exchange damaged items. Please keep the box of damaged items because the courier will need it to be packaged when they pick it up. If you do not have the original box anymore you will need to find a suitable box to return the item. An exchange may be done on the same day or on a separate day from when the replacement is delivered.
Technical Problems?
Having difficulty using the product? The user manuals can be found on our company website. You can download them from the manuals link on the footer section of homepage. You can also check the product pages or FAQ pages for additional information. If you have further problems, please contact us by message, email or telephone and our customer services team can provide support to resolve any issues.
Opening hours: Monday - Friday 8:15AM - 5:30PM.
Christmas opening hours: We close for Christmas on Friday 22nd December. We’re open again on Wednesday 27th, Thursday 28th, Friday 30th December. Our office opens in the New Year from Tuesday 2nd January 2024. It is possible that there could be unexpected delays with delivery during this time.
