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FAQ

Using The Victorian Plumbing Site
Ordering With Victorian Plumbing
Payment and Finance
Return Information
Do you have a showroom?
Yes, why not stop by and visit our showroom on the Formby Industrial Estate. Our friendly, knowledgeable staff will be happy to answer all your plumbing and bathroom questions.

We stock everything from Bathroom suites, accessories and radiators to plumbing pipes, fittings and other sundries online, but please be aware that products are not available to take home on the day of purchase at our showroom. If you'd just like to come and have a look at any of our products in person before you buy, then you are more than welcome, but please note that our showroom can only stock a smaller selection of our huge range, so if there is something specific you would like to see, please call ahead. Delivery of larger items can also be arranged in store.

Please see our Showroom Page for details of our location and opening times.
Do you have an item in stock?
We do show up to date stock information for each product on our website. This information can be found just above the price of the item.
How do I return an item?
While we hope that every customer is delighted with their order, we understand that from time to time, an item may need to be returned. If this is the case for you, please be aware that for items that are in a resalable condition, we require notification within 7 days of you receiving the unwanted item. Unfortunately, after 7 days we are only able to offer an exchange. For damaged or faulty items, you must inform us within 48 hours. Once you have notified us, you must aim to get the products back to us within a reasonable time - the sooner we receive the products, the quicker the process can be completed.

All goods, wherever possible, must be returned unused and in their original packaging. Unfortunately, we cannot refund goods that have been damaged whilst in your possession.

Also, please be aware that we are not responsible for any return costs for unwanted items, you will need to arrange for the shipping yourself and ensure their safe return. More information on our Returns Policy can be found here.
Where is my order?
You can track your order via our website, you just need to enter your order reference starting ORD and your email address.
How do I cancel an order?
If you discover you need to cancel your order for any reason, for example if you have ordered the wrong item, then please contact us immediately via. phone (0345 862 2878) or by emailing us at info@victorianplumbing.co.uk and quoting your order reference number.

Once you receive the cancelled order please return the item back to us with seven days of receiving the parcel. All goods must be returned unused and in their original packaging.

Please be aware that unfortunately, we cannot refund goods that have been damaged whilst in your possession, nor are we are responsible for any return costs for unwanted items, you will need to arrange for the shipping yourself and ensure their safe return.

More information on our Returns Policy can be found here.
Where can I find dimensions and technical information for a product?
All dimensions and technical information are detailed in the item description on our individual product pages. You can also find diagrams with specifications under the tab labelled Dimensions. If there is anything else you need to know about a product, please contact us and we will endeavour to provide an answer to your question.
Do you have a catalogue?
Yes, we have a beautiful FREE catalogue. Order today to read about our amazing product ranges, our competitive price points and expert style advice to help you achieve your dream bathroom.
Do you offer discounts for businesses?
Yes, our Trade Team offer discounts on a dynamic sliding scale, so your order is tailored to your needs. Visit our Trade Account Page to learn more and open an account.
Can I collect my order?
Yes, any orders can be collected from our showroom in Formby. However, please be aware that our products are housed in a separate off-site dispatch warehouse. Once you have arranged to Collect in Store, we will contact you when your items are ready for collection, to save you from a wasted journey!
Do you deliver internationally?
Yes, as well as delivering throughout the UK, including the Highlands and Offshore areas, we are also happy to arrange deliveries overseas. We regularly ship to Ireland, Europe, Scandinavia, Australia & New Zealand.

If you live outside the UK and are interested in our products, please visit our site or email info@victorianplumbing.co.uk to receive a quote on the shipping cost to your country. Alternatively, you can call 01704 776 010 from an overseas location.
Can I order an item that is not currently in stock?
Yes, our team are happy to arrange pre-orders. However, if you want to schedule a pre-order alongside an order of items that we do have in stock, then your shipment will be held until all items are ready. If you would like to arrange a split delivery, you can do so by calling our customer services team.
Can I modify an existing order?
Yes, you can add items on to existing orders by calling our customer service team. If you would like to upgrade your delivery or arrange to split your delivery, you can do this online.
Do you deliver on a weekend?
Yes, we do offer Saturday delivery on most orders. As you proceed through our checkout process, you will be presented with delivery options. To arrange a delivery for a Saturday, please choose Specific day.

If you wish to opt for Next Day Delivery, please note that your order must be completed and confirmed by 2.30pm.

Please also be aware that our 2 man white glove delivery service is currently not available for Saturday deliveries.
Can I request a specific delivery date?
Yes, we are happy to offer Day Specific Delivery, if all items on the order are currently in stock. Unfortunately, this is not available for deliveries to remote areas.
Will I be contacted before delivery?
For Pallet Deliveries, a member of our customer service team or our pallet courier will contact you once your order is processed to arrange a convenient date for delivery.
Can I order products not listed on your site?
Yes, we are happy to help source items you may have found elsewhere.
Do you unload any items or help with installation?
Although we cannot help with installation, our 2 Man White Glove Service will take your boxes to a room of your choice. They will then remove any left over outer packaging and pallets.

This eliminates any stress of the delivery process, and allows you to enjoy receiving your new products. See our Shipping and Returns Page for more details.
If I am not home when the delivery arrives, what happens?
We always recommend you try to ensure someone is home for the time of your delivery. Please be aware that if a delivery is missed, a re-delivery fee may apply.
My order is damaged, what now?
Before you take receipt of your goods, you are required to examine the products for any chips, cracks or problems. If there are any issues with your order then you can refuse delivery. We require notice within 24 hours of your receipt if there any problems.
An item is missing from my order, what do I do?
When you take receipt of your order, you are required to give your items a quick check to ensure there are no problems and that you are happy to receive the order. If you notice any missing items or other problems, please contact our customer services team immediately.
Can you leave my delivery with a neighbour if necessary?
Unfortunately, due to the average size and cost of our orders, this is not something we are able to do. Although, some of our courier services will sometimes use their own discretion on this matter.
What is the standard delivery time?
Delivery time can vary depending on what you have ordered and where you live. On average your order will be delivered in approximately 2-7 working days. We aim to dispatch all orders as quickly as possible, but sometimes due to either stock levels or other unforeseen reasons this can be delayed. We do show up to date stock information for each product on our website.

Once you have placed an order you will be kept fully updated on the progress of your order and will be provided with a tracking link which will allow you to see the most up to date information about where your order is.

We strongly advise that you do not book plumbers until your goods have arrived and have been checked, as we are not liable for any plumbers costs, consequential loss or compensation in any way.
How much does delivery cost?
Delivery costs are calculated on your total order, and take into account the delivery destination. For orders with multiple items, only one shipping fee is applied, based on the total weight of your goods. Free standard delivery is available on all orders over £500. For more detailed information on delivery costs please see our Shipping and Returns Page.
How can I contact you?
You can email the team at info@victorianplumbing.co.uk, use the Live Chat feature on our website, or call free on 0345 862 2878. Alternatively, you can connect with our Facebook and Twitter accounts for help, advice and updates on our latest news and sales. Please see the link for our contact details 
Can I Pay in Euros?
We do advertise prices in Euros, however, Victorian Plumbing have no control over exchange rates that financial institutes charge. Therefore the advertised Euro price may change due to the chosen payment method exchange rate, as we only accept payment in Pound Sterling.

Please be aware of this when placing an order in Euros as the quoted Euro price will be an estimated price.
Do you offer Finance?
Yes, we have a range of finance options available for any purchase over £250. When presented with your Payment Method Options in the Checkout, choose V12 Finance - this will direct you to a quick and easy online application. You will receive a fast decision, with no paperwork or signatures required. Please click the link for more details: Finance Details
What methods of payment do you accept?
We accept all major credit cards, as well as Paypal.
Do your prices include VAT?
Yes, all our prices include VAT.
What is your returns address?
The address you need to return any items to is:

Victorian Plumbing
1-4 Potter Place
Pimbo
Skelmersdale
Lancashire
WN8 9PW
Do you offer a collections service?
Unfortunately we do not offer a collection service
I need to return an item, what is the process?
If you would like to return the item to us we will arrange for your credit card/paypal account to be credited.
Please make sure that the goods are returned to us in as new condition (including all packaging) and must be taken care of whilst in your possession. We do ask that any goods that are in sealed packaging and are clearly visible without the need to open the packaging remain unopened. No returns will be accepted if the item is damaged or marked. We recommend using a recorded mail service for sending any parcels.
When returning your item please make sure to include your order number and also the reason for the return.
How long does the returns process take?
Once goods are received back to us, returns normally take between 7 to 10 working days to process.
I have more queries regarding returning an item, who should I ask?
Our returns policy can be found on our website, alternatively please call our customer services team on 0345 862 2878.
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