FAQs

Q. Will I receive a quality product?
A. Yes. All of our products are manufactured to exacting standards, and most are either BBA accredited or made to the relevant British or European Standards. Further product information is available upon request.

Q. Is it safe to use a credit or debit card when ordering online?
A. Yes. We use First Data,  probably the UK’S largest card processer. Once a transaction is made through our gateway, the data is coded using a 128 bit SSL encryption key. This type of encryption method would take 1.4 million years to crack! When a bank receives the transaction data, this type of encryption is a requirement in order for the transaction to be processed. So you can rest assured that your transactions will be processed securely.



Q. Can I have my order delivered to a different address?
A. Yes. There is an opportunity for you to change delivery details on the address page of the checkout.

Q. When will my order be despatched?
A. Most products have extended delivery times. We will advise you of the delivery date on receipt of your order (See delivery information page for more details). An estimated lead-time for each product is also shown in the basket before you proceed to check out.  

Q. Can I collect my online order?
A. Yes, you can collect stock items only from our premises at Unit 21, St David's Square, Fengate, Peterborough PE1 5QA or direct from the factory.  However, do not travel until you have received confirmation that the order is ready to collect.

Q. Is there a minimum order value?
A. No. All delivery charges are calculated on the product size, weight, quantity and value of order and will be added to your shopping basket when you check out.

Q. Who will deliver my order?
A. Your order will be delivered by a national reputable carrier. Tracking details where available will be provided upon request.

Q. Will I need to sign for my delivery?
A. All deliveries should be signed for. If a signature cannot be obtained we will try to leave the goods in a safe location, but we cannot be held responsible for shortages or damages where goods have not been signed for. Please do not arrange any labour until your materials are on site as we are unable to compensate you for your time in the event of a late delivery.

Q. When will I receive my VAT invoice?
A. A VAT Invoice will be sent to you via email once the goods have been delivered.

Q. What happens if I have ordered the wrong item?
A. All requests to return items must be made in writing first. You can return stock items within 14 days of your purchase for a full refund (excluding any carriage charges), subject to the items being unused, still in the original packaging, not special ordered and in saleable condition. Returns of any non stock items, goods delivered direct by the manufacturer or metal guttering/ rainwater, coping or Harmer products (Cast Iron, Aluminium and Steel) are subject to the manufactures discretion and may incur a re-stocking charge. Unfortunately we are unable to arrange collections so you will be responsible to return the goods, in a saleable condition, to the address we provide you at your own cost.

If you have ANY further questions or require any assistance. Please do not hesitate to contact us by phone on 0330 2231732 or email us at sales@roof2floordrains.co.uk