Frequently Asked Questions
Do I need an account to order?
No, we can accept payment via credit/ debit cards
How does collection in store work?
If you select an item for collection we aim to have it available for you to pick up within 10 minutes of ordering online unless otherwise stated at the time of ordering.
The item is held for you until the end of the following working day at which point it is returned to stock. You do not pay for the item until you collect it from the store.
How much does delivery cost?
The delivery charges are as follows
- Orders over £75 inc VAT – FREE
- Standard Delivery (Orders under £75 inc VAT) - £5.99
- Pre Noon – £10.99
- Saturday – £12.99
Can I specify a delivery date when ordering?
Items are usually delivered on the next working day if you order before 13:00pm. If you wish to delay the delivery please call 0800 197 7170 with your order reference number.
Why is my order sometimes delayed?
We deliver through national parcel and pallet carriers and once your order has left our hands we cannot absolutely guarantee timely delivery.
What does next day delivery mean?
If you have chosen for your item to be delivered on the next working day, then we will be delivering Monday to Friday.
For example, if you place your order before 13:00 on Friday, you will receive your order on Monday. Orders over the weekend will be processed Monday for delivery Tuesday.
How do I return an unwanted item?
Items should be returned unused, in a saleable condition, with their original packaging and with all component parts and any promotional items. Simply call our customer service team on 0800 197 7170 to let us know you want to return an item. Complete the returns slip (that arrived with the delivery) and return to our warehouse address (Priority Plumbing Barking, London Works, Ripple Road, Barking, IG11 0SY)
Products with return, credit or refund restrictions include Boilers, Paint, Toilet Seats, Sanitary ware, Water Pumps and Macerators – Please see our ‘Delivery Terms’ page for more information https://www.priorityplumbing.co.uk/delivery-terms
How long do I have to return an item?
Priority Plumbing offers a 30 Days Peace of Mind Returns Policy.
How do I return faulty items?
We offer a 30 day faulty goods returns policy. If you find a product to be faulty within 30 days of receiving the item please contact our customer service team on 0800 197 7170 to discuss the fault. We will arrange for the goods to be collected from your address and returned to our warehouse using one of our chosen couriers.
When returning a faulty product please make sure that you return all component parts and any promotional items received. You should also enclose your invoice and returns slip. You can get a copy invoice by calling our customer service team on 0800 197 7170.
If you purchased the item more than 30 days ago our aim is to get the problem put right as quickly as possible. In most instances we will replace the item with the same or an equivalent model under the manufacturer’s guarantee (where the manufacturer’s guarantee still applies).
How can I cancel an order?
You can cancel your order before dispatch by contacting our customer service team on 0800 197 7170. If your order has already been dispatched a refund cannot be issued until the goods are returned to us. Items should be unused, in a saleable condition, with their original packaging and with all component parts and any promotional items enclosed.