Frequently Asked Questions

Our standard delivery typically takes 3–5 working days from the date your order is dispatched. You will receive a dispatch confirmation email with tracking details once your order is on its way.

Yes, we offer an express next-day delivery service on most stocked items when ordered before 2 pm. This option is available at checkout. Please note that next-day delivery is not available on all products or to all locations.

We do not offer a direct installation service at this time. However, we recommend hiring a qualified plumber or heating engineer for installation. Our radiators come with full fitting instructions, and our support team is happy to answer any technical questions.

If your order has not arrived within the expected timeframe, please first check your tracking information from the dispatch email. If you are still concerned, contact our support team with your order number and we will investigate immediately.

We are sorry to hear that. Please check your dispatch email as some orders may be shipped in multiple parcels. If something is still missing, contact us within 48 hours of delivery and we will resolve it as quickly as possible.

Once your order is placed and payment is confirmed, our warehouse team picks and packs your items. Your order is then handed to our courier partner who will deliver to your specified address. You will receive tracking updates via email and SMS (where available).

Information on international deliveries can be found in our International Orders FAQ section below, or on our dedicated delivery information page. International shipping rates and timescales vary by destination.

We accept all major debit and credit cards including Visa, Mastercard, and American Express. We also accept PayPal, Apple Pay, and Google Pay at checkout.

Yes, PayPal is accepted at checkout. Simply select PayPal as your payment method and you will be redirected to complete payment securely via your PayPal account.

Yes, we offer flexible finance options on eligible orders. Finance is available subject to status and is provided by our third-party finance partner. You can apply at checkout by selecting the finance option.

Yes, if you have a valid promo code simply enter it in the discount code field at checkout. The discount will be applied automatically before payment. Promo codes cannot usually be combined with other offers.

Payments can be declined for a number of reasons including insufficient funds, incorrect card details, or your bank flagging the transaction. Please check your details and try again. If the problem persists, contact your bank or try an alternative payment method.

Choosing the right radiator size depends on the BTU requirement of your room. Use our free BTU Calculator to find the recommended heat output for your space, then select a radiator that meets or exceeds that figure.

BTU (British Thermal Unit) is the measure of heat output required to warm a room. Use our BTU Calculator — it takes into account your room size, number of windows, insulation, and other factors to give you an accurate recommendation.

Valves are not included with our radiators as the type of valve required depends on your heating system. We stock a wide range of compatible valves separately so you can choose the right style and type for your setup.

Full product dimensions including height, width, and depth are listed on each product page under the Specifications tab. If you cannot find what you need, contact our team and we will be happy to help.

For bespoke or custom colour finishes, please contact our team to discuss sample options. Standard colour finishes are shown accurately in our product photography. Please be aware that screen calibration may cause slight colour variation.

Promo codes give you a discount on your order. Simply enter the code in the discount code field at checkout before completing payment. The discount will be applied to your basket total automatically.

Generally, only one discount code can be applied per order. Codes cannot usually be combined with other promotional offers unless specifically stated in the promotion terms.

Please check that the code has been entered correctly and has not expired. Some codes have minimum spend requirements or are restricted to certain products. If you believe there is an error, please contact our support team and we will check it for you.

Trade account pricing is already discounted. In most cases, promotional codes cannot be combined with trade pricing. If you have a specific query about a promotion as a trade customer, please contact us directly.

You can apply for a trade account by visiting our Trade Account page and completing the application form. Applications are reviewed by our team and you will be notified by email once a decision has been made.

We aim to review all trade applications within 1–2 working days. During busy periods this may take slightly longer. You will receive an email notification as soon as your application has been processed.

Once your trade account is approved, your exclusive trade pricing will be displayed automatically when you browse and shop on the website while logged into your trade account. You can also view pricing in your Trade Portal.

Yes, trade customers can contact our dedicated trade team to request tailored quotes for large or bespoke orders. Please get in touch via our contact page or email our trade department directly.

Yes, we offer separate pricing tiers for plumbers and interior designers. The specific discounts for each trade type are applied automatically once your account type is verified and approved.

Yes, we ship to a number of countries outside of the UK. International shipping options and costs are displayed at checkout based on your delivery address. Please note that not all products are available for international delivery.

We currently deliver to most European countries as well as selected destinations worldwide. For a full and up-to-date list of countries we ship to, please proceed to checkout and enter your delivery address, or contact our support team.

International delivery charges are calculated based on the weight and dimensions of your order and the destination country. The cost will be displayed clearly at checkout before you complete your payment.

Customs fees and import duties are not included in our delivery charges. These are the responsibility of the recipient and are determined by the destination country's customs authority. We recommend checking your local import rules before ordering.

Yes, all international orders are sent with a tracking number. Once your order is dispatched you will receive a confirmation email containing your tracking details so you can monitor your delivery.

Warranty normally covers eligible manufacturing faults during the stated warranty period.

Yes, proof of purchase is normally required for warranty support.

Incorrect installation or poor maintenance can affect warranty eligibility.

Please check the product size, finish, specification, BTU output, and installation details before placing your order. If you are unsure, we recommend speaking with a qualified installer.

You can contact us as soon as possible after placing your order. If the order has not been processed or dispatched, we will try to help. Once dispatched, cancellation may not be possible.

Refunds are submitted after approval, but bank and card provider timings can vary.

Delivery charge refunds depend on the reason for return or cancellation and the current policy wording.

Contact support with your order number after checking your payment provider account.

Yes. This managed page is controlled from Admin > Pages.

Use the Contact us page and include your order number if relevant.

Yes, terms may be updated when the business, website, or legal requirements change.

Delivery depends on product availability, item size, and postcode. Check checkout and dispatch updates for the latest estimate.

Tracking is normally sent after dispatch once the courier has accepted the consignment.

Keep packaging, take clear photos, and contact support as soon as possible with your order number.

They apply to website use, orders, payment, delivery, returns, refunds, warranty, and related customer service processes.

Yes, promotions may have exclusions, minimum spends, expiry dates, and usage limits.

Use the Contact us page and include your order number if the question relates to an order.

Eligible unused and uninstalled products can usually be reviewed for return. Contact support before sending goods back.

Packaging should protect the goods in transit. Original packaging is preferred where available.

Exchange options depend on return eligibility, stock, and any price difference.

We collect data needed to process orders, deliver goods, and provide customer support — such as name, address, email, and payment references.

Data is shared only with service providers needed to operate the business, such as couriers and payment processors. It is not sold for marketing.

Contact support through the contact page to request access to your data, corrections, or deletion where applicable.

Use the unsubscribe link in any marketing email, or contact support to remove your preference.