Customer Services FAQ

Customer Services FAQ section that is designed to address enquiries about your shopping experience, delivery, cancellation, refunds, and after-sales support in general. If you still have not found an answer to your query, please contact us either by phone or e-mail so that a member of our team can offer assistance.

Customer Services FAQ - Shopping experience related questions and answers.

Q1 - What is your return policy?

If you change your mind about a purchase, you can return it at any time within 30 days for a replacement of equivalent value or a credit against any item of higher value, or full refund provided that the item has never been used and returned in prime condition in its original package. Please note that some conditions apply and you should also check our Delivery & Returns page and our T&C of site.

Q2 - How about delivery?

We use a combination of UK Mail, DHL, TNT and UPS for the majority of our deliveries. All orders are processed and dispatched same day for next business day delivery to most post codes in the UK. However please note that couriers may and do experience unforeseen delays from time to time over which we have no control. Once your order is dispatched, you will be notified by email and/or SMS.

For more information please also visit our Delivery & Returns page.

Q3 - What if I am not home to accept the delivery?

In most cases driver will either try your neighbours or they may leave the parcel somewhere around your house if they believe it is safe to do so. They may for example leave the parcel in the porch, behind side door, inside garage or similar locations. They may alternatively leave a card by your door and take the parcel back to your local sorting depot. You may then need to call them direct to arrange an alternative delivery date. Please note that once dispatched, it is not possible re-route and change the delivery address.

Q4 - Can I have my work place as a delivery address?

Yes it is possible to specify an alternative delivery address to your home or billing address. As you check out on our web store, an alternative delivery address field and even an empty comments field will be available for you to complete if you wish to do so.

Q5 - I am local, can I come and collect from your store?

Yes it is possible to come and collect from our office/warehouse in West London. Please do call us and let us know which day and what time you would be coming round to collect. In all cases the actual purchase must be completed via web store.

Q6 - What is your opening hours?

Our opening hours are; Mon to Fri from 9:00AM to 5:00PM

Q7 - How can I pay for my order?

You can pay with a credit/debit card or by cheque. If you pay by cheque, we will only ship your item(s) once the cheque clears.

Q8 - How secure are my details?

In some areas of this web site we may ask you to send us data that needs to be kept securely such as your name, address and credit card details. The pages that ask for this kind of sensitive data should come to you through our secure server, and they will have our GeoTrust secure server logo (bottom of the page on the left). You can check you are viewing the page through our secure server by looking in your browser's address bar.
1) The address should start https://www.towelradiator.co.uk.
2) If you are using Internet Explorer, Google Chrome, Firefox or Safari these browsers show a padlock icon in their status bar.

For more information, please view our Security Policy page.

Q9 - What is your privacy policy?

Please use the link below to view our privacy policy.

Q10 - My order status is "Pending". what is this means?

Please find following order status types and their meanings.

Pending: An order has been placed and saved on our store and we are awaiting payment confirmation from our payment gateway.
Paid: A payment confirmation has been received from our payment gateway and your order is ready to be processed. Any item(s) which is in stock will be dispatched ASAP.
Dispatched: Your order has been processed and all items have been dispatched
Complete: After checking with courier company, we have verified that all items have been delivered and your order is completed.

Please note that you will receive emails each time your order status changes. If your order status is changed to "Dispatched" you will also receive tracking information.

Q11 - I have just seen your "Payment Error" page. What do these codes mean?

Please find following error codes and their meanings.

AVS/CV2 Declined : Security number at the back of the card is not matching or you have entered an incorrect billing address and post code.
VPDUPLICATE TRANSACTION :You have already made the payment and clicked Submit again or refreshed payment confirmation page. Our system will not allow duplicate payments for the same amount from the same card for 180 seconds.
CARD DECLINED : This error is coming direct from issuing bank. Your card has been declined.
CARD EXPIRED : You have entered an incorrect expiry date.
CARD DETAILS TOO SHORT :You have not entered card number in full.
CARD NUMBER TOO LONG : You have entered an incorrect card number with extra digits.
CARD TYPE NOT SUPPORTED : You have tried to use a credit/debit card which we do not accept.
INVALID CARD NUMBER : You have entered an invalid card number.
ISSUE NUMBER TOO LONG : You are using a Visa, Mastercard, Delta or other type of card which do not have an issue number and yet you have entered an issue number on the filed. If your card does not have an issue number, please leave issue number filed blank.

Q12 - Do you have trade discounts?

If you wish to purchase 5 or more towel radiators, special wholesaler or trade discounts can be arranged. Please contact us to find out your discount rate which will depend on the type, size and shape of towel radiators.

Q13 - Do you dispatch to EU, USA, Northern Ireland, Channel Islands...?

Yes we do dispatch to EU, USA, Northern Ireland and Channel Island. However by default these locations are not enabled on our web store. You can email us with your location and we will modify our web store for you to complete your purchase from anywhere in the world. Please note that delivery fees will apply to all locations other than Mainland UK.

Q14 - I am based in Channel Island. Do I need to pay VAT?

There is no VAT for Channel Island orders. Ensure that you select Channel Island as your billing and delivery address, Our system will note this and all items purchased will be 0 (zero) VAT rated.

Q15 - What is your guarantee policy?

Unless otherwise specified, all ladder typetowel radiators and valves have5 years, all electric elements and electric towel rails have 1 year guarantee. Please refer to product description page for each product.