FAQs

Q. Am I getting a quality product?

A. Yes all pipes and fittings conform to the highest standards. Drainage products conform to BS EN 1401-1* and are suitable for all gravity and sewer installations. All fittings have secure ring seal joints guaranteeing a water tight seal every time. Rainwater systems conform to BS4576* and are available in 5 styles and up to 4 colours.

Q. Are my personal and credit card details safe when ordering online?

A. Yes. We use SSL which is the recognised secure system for online ordering.

Q. Can I have my order delivered to a different address?

A. Yes. There is an opportunity for you to enter delivery details on the address page of the checkout.

Q. If I order after 12 noon when will I receive my delivery?

A. Goods will be despatched the following working day and you will receive them the following day, eg, Order after 2.00pm on a Monday, delivery would be on the Wednesday.

*Some products have extended delivery times. These are highlighted in the individual product sections. We will advise you of the delivery date on receipt of your order and will obviously do all we can to meet your requests.

**Please contact us for a quotation for deliveries to the Highlands.

Q. Is there a minimum order value?

A. No, we do not have a minimum order value!

Q. How will my order be delivered?

A. Your order will be delivered by a national reputable carrier.

Q. How are the fittings packaged?

A. All fittings are supplied in a robust cardboard box.

Q. What if I have ordered the incorrect fittings?

A. The majority of our stock is extremely fast moving and provided they are returned in their original condition a full refund will be provided. However, certain items are special orders, or ordered direct from the manufacturers, these items may be subject to re-stocking charges. Please feel free to call us should you require returning any goods and we will advise accordingly. This does not affect your statutory rights.

Q. What is your carriage charge ?

A. We have a single carriage charge of just £19.95 including VAT. We don’t believe in hiding it until checkout and dropping a last-minute surprise on the shopper.

Q. Do you deliver to off-shore Islands including Northern Ireland ?

A. We try our best to offer a full off-shore delivery service. However, due to some products being sourced directly from suppliers, they may not be able to provide the same level of service. We advise to call our sales office on 01354 700853 or e-mail customerservices@drainageonline.co.uk where we will see if we can find a way to fulfil delivery. Please note the website will not be able to process your order if you are ordering for delivery to an off-shore island, all these orders need to be processed by speaking to one of our team members. Orders for Northern Ireland will require an EORI number.

Q.Do I have to use the website to place my order as I’m not totally confident with using the internet ?

A. You are always welcome to place your order by phone and speak to a human being!! Simply call the sales team on 01354 700853 they will be happy to assist you.

Q.How can I pay for my order?

A. We accept payments for online orders via Worldpay meaning you can pay with all the major credit and debit cardsl. We can also take payment by bank transfer if you call our sales team on 01354 700853.

Q. What if I receive an item that is damaged in transit or has been supplied in error?

A. Mistakes do happen, but we will always try our best to make it as easy as possible to rectify them. All we would require from you is photographic evidence, you can submit this to us by sending us an e-mail at customerservices@drainageonline.co.uk Once received we will replace or refund for the item.

Q. Do you provide a quotation service?

A. Yes, absolutely. Simply send your enquiry to customerservices@drainageonline.co.uk or call 01354 700853.

The above list is not exhaustive. Please do not hesitate to email or telephone us with any other questions that you may have.