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F.A.Qs

 Why buy from DSM Plumbing & Heating Direct?

We would like to give you a few reasons why:

We are an established online retailer of Bathroom products, Fireplaces & Stoves.

Customer service provided before you purchase, during your purchase and after you have received your item.

Full tracking available for your purchases.

How long have you been trading?
We have been selling our Plumbing & Heating products for over 15 years Direct to the public.

Can we collect our order?

Yes, you can collect but we require 24hrs notice, as some orders are sent directly from our suppliers it is always wise to check first to ensure this is in stock.

When should I expect to receive my order?

If a product is in stock and your order is placed before 2.00pm on a week day, your order will normally be dispatched the next working day for delivery within  5-10 working days (excluding Public & Bank Holidays) if the product is in stock, on occasion’s delivery can take longer. Large Items like a fireplace will be delivered with 21 days .We require customers to supply their contact telephone numbers so that our delivery agents are able to make contact up to 24/48 hours in advance of delivery to ensure someone is available at the delivery address to receive the goods ordered. We always try to dispatch our goods as quickly as possible but cannot always guarantee delivery timescales, as we use 3rd Party Delivery Companies who do not offer a guarantee delivery date or time! 

Can we request a faster or overnight delivery service?

This is possible although we can not always guarantee these requested dates will be available, if required please confirm prior to ordering if this is possible for the item you wish to purchase, please visit our Contact Us  page and let us know the product code of the item you require and also the required delivery date.  We will reply and let you know if this is possible or not and offer an alternative date if possible.  

How do I know the payment is secure?

You can be assured your payment is completely secure. We use one of the safest possible methods of payment by processing your order. We only use reputable PCI-DSS level 1 security, third-party banking organisations (including PayPal) to handle our payment card transactions. However, these organisations are only given the information they need to verify and authorise your payment and to process your order. Like us, they are also under a strict obligation to keep your personal information private. We do not store credit/debit card information nor do we share customer’s details with any third parties other than those we use to fulfil our service to you.

Can I pay via the Telephone for my order?

Yes this is possible, give us a call quoting your product order reference number and a customer service person will be able to process your payment via the telephone on our secure payment system. 

Can you provide additional information on a product?

Yes we will try our best, please visit the product page of the item you wish additional information on and click on the "Ask us a question" button.  This will pop up a window to allow you to send a message to us directly related to this product, please ensure you add your name and email address and we will reply back asap with an answer. 

What happens if I have ordered the wrong item?

If you have ordered the wrong item or an item that doesn't fit correctly it is down to you to return the item to us at your expense. However we would like to draw your attention to the Distance Selling Regulations (DSR) that requires you as the consumer to have honoured your duty of care for the products within the cancellation period.  You must notify us within 7 days of your delivery date, to allow for any exchange or refund.  For detailed information on our returns policy please visit our Returns Policy page.

How do I return an Item?

Please visit our Returns Policy page for full information on how to do this.

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.