Frequently Asked Questions
FAQ | Priority
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
· Saturday – £12.99
Please note not all delivery options are available on all of our products
Can I specify a delivery date when ordering?
Items are usually delivered on the next working day if you order before 1pm. If you wish to delay the delivery please call 0800 197 7170 with your order reference number.
Why my order is 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?
Order by 1pm on a working day (Monday – Friday) to have your order delivered on the next working day. Orders placed after 1pm will not be processed until the following working day. If you place your order before 1pm on Friday, you should receive your order on Monday. Orders placed after 1pm on Friday or over the weekend will be processed Monday for delivery on Tuesday.
How long do I have to return an unwanted item?
Priority Plumbing offers a 30 Days Peace of Mind Returns Policy.
How long do I have to report any missing or damaged items?
If you are missing an item or have received a damaged item we ask that you contact our customer service team within 48hr of receiving your order. If an item is missing and our carrier is at fault we will give them 24hr to find the item and deliver it to you before we send out a replacement.
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)
You can download a printable returns form here
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
Can I return opened goods?
Returns of unwanted goods that have been opened, where the cellophane is broken, or are not in the original packaging will be classed as non-resalable. These products will be refunded at a restocking fee of 25%
My item arrived damaged, how do I return it?
If you have received your order and it is damaged, please contact our customer services team on 0800 197 7170 and we will be able to discuss your replacement/ refund options. You will be asked for photographic evidence so we can assess and investigate the damage before any decision is made
I have received the incorrect item, how do I get the correct goods sent to me?
While every care is taken to ensure that you receive your goods correctly and on time, should you receive an item in error please contact our customer services team on 0800 197 7170. We will be able to arrange for the goods to be collected from your address at no additional cost. Please note, you may be asked for photographic evidence so we can assess and investigate. We may also need to collect the incorrect item before the replacement can be issued.
How do I return faulty items?
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.
How do I get in contact?
Our customer service team on 0800 197 7170 or firstname.lastname@example.org
Mon-Fri: 8am - 6pm
Saturday: 9am - 12pm
Sunday and Bank Holidays: Closed