Frequently Asked Questions
To make things easier for our customers we have looked to provide the answers to the questions that we get asked on a regular basis in 1 place. Take a look at the questions below and click the link to jump to the relevant section.
- Where are you based?
- Do you have a trade counter or showroom?
- Are all your products brand new?
- Can I collect my order in person?
- Do you price match?
- What is the standard delivery time?
- Do you offer FREE Delivery?
- Do you have a telephone number I can call you on?
- Can you tell me what I need for my home?
- How do I return an item?
- Do you offer any coupons or vouchers?
- Where is my order?
- What happens if I have ordered the wrong item?
- How do I cancel an order?
- Where can I find dimensions and specification data for a product?
- Am I Able To Buy On Finance?
Can’t find the question you want? Contact us direct for and we’ll be happy to help.
1. Where are you based?
The main Direct Heating Supplies offices and warehouse is based in Sittingbourne, Kent. We do not have a trade counter but deliver to all mainland UK addresses. View our Delivery page for more information.
2. Do you have a trade counter or showroom?
No – Direct Heating Supplies are an online retailer only. Being an internet only retailer allows us to keep our prices low and pass our savings onto our customers.
3. Are all your products brand new?
Every single product we sell on our website is a brand new, official item that has been produced by the manufacturer. At Direct Heating Supplies we only deal in regulation parts, so you don’t need to worry about receiving cheap knock-offs.
4. Can I collect my order in person?
In the majority of cases items are dispatched and delivered using our reliable courier service so collection is not possible. In some rare cases it is possible to arrange to collect an item from 1 of our distribution centres – please contact us in advance if you wish to explore this option.
5. Do you price match?
At Direct Heating Supplies we do not offer a price match guarantee – we do however always look to give our customers the best price possible! If you do feel we are a little expensive compared against the price of another reputable retailer then we’ll be happy to discuss this with you, although in most cases the price will be as listed on the website.
6. What is the standard delivery time?
Delivery times differ depending on the item you are buying, stock availability and delivery location. We give an indication of delivery lead times on every product page and will look to keep you up to date regarding the status of your order at every step. The standard cut off for dispatching in stock items is usually at 2:00PM although this may vary depending on the nature of your order and seasonal volumes. In the unlikely event that the delivery time falls outside of this estimated dispatch period, a member of the sales team will contact you at before your order was due to be delivered.
7. Do you offer FREE Delivery?
Yes - The charge for delivery to mainland UK addresses is as follows:
- Order Value Under £50 Ex VAT : £4.58 + VAT (£5.50 Inc Vat)
- Order Value £50 Ex VAT and above : FREE
We may not deliver certain goods or there may be additional charges if delivering products to the following areas:
- Scottish Highlands
- Channel Islands
- Isle of Wight
- Northern Ireland
We urge any customer from any of the above areas to contact us directly so we can advise and give the best service possible to get your order to you.
8. Do you have a telephone number I can call you on?
We do indeed! If calling from a landline you can reach us on Freephone 0800 181 4488. If contacting us from a mobile phone then you can call us on 01795 474 222.
9. Can you tell me what I need for my home?
At Direct Heating Supplies we are predominantly a sales team, not a technical support service. We therefore strongly recommend that you discuss your requirements with a qualified Gas Safe heating engineer or plumber prior to purchasing anything. For other technical enquiries it may be worth contacting the manufacturer directly. Click here for a list of manufacturer contact details.
Although our sales team know a lot about heating and plumbing products, every heating system is different, so it’s best to check with the experts first before parting with your hard earned cash!
10. How do I return an item?
If you need to return an item you can do so within 14 working days, however we recommend you contact us in the first instance just to double check the process involved.
Upon receipt of your order you should immediately check the description on the packaging and paperwork matches what you have ordered. If you suspect the goods received to be incorrect or not matching your order or paperwork, please contact us immediately. In the event of a wrong or damaged item being sent out we will arrange for a collection and will look to re-deliver.
If the item was purchased in error or you simply want to return it you can do so within 14 working days as long as the item is returned at your own cost in exactly the same condition as it was sold to you.
We insist no packaging on any heating appliance is opened, or goods removed from packaging until a qualified heating engineer has confirmed suitability, accuracy and specification is correct for installation. This measure ensures if for any reason you need to return an appliance, you are ensuring the goods are coming back in an unused and suitable condition. We cannot accept returned appliances with open, damaged or defaced packaging or parts or accessories missing.
Installation should only take place once a qualified heating engineer is satisfied that the appliance is correct, fit for purpose and undamaged. If it is discovered that goods are damaged, please do not attempt installation and contact us immediately.
Please retain all packaging from your consignment during and after your installation. If for any reason goods maybe faulty or need to be returned, we must receive goods back with all original packaging, contents & accessories in good condition with due care made to package to a standard in which the goods were received.
Full and up to date returns information can be found on our dedicated page : Click Here
11. Do you offer any coupons or vouchers?
We may occasionally run promotions that involve voucher codes. All legitimate promotions will be listed on our website and may be discontinued at our discretion.
12. Where is my order?
We try to keep our customers in the loop at all points of the delivery process.
For smaller items that are dispatched using our courier service, we will send you an email the moment your order has been dispatched confirming that the item will be arriving the next working day. All items sent by courier are fully trackable, so please contact us if you would like the tracking reference number which will allow you to follow the progress of the delivery yourself online.
For larger items like boilers, radiators or cylinders that are being delivered using a larger van or lorry, we will contact you prior to the delivery date to confirm when you can expect your item to be delivered.
If you have any queries about the delivery of your order please feel free to contact us and one of our sales team will look to answer any questions you may have.
13. What happens if I have ordered the wrong item?
If you have ordered the wrong item please contact us at the earliest opportunity. If the item has yet to be dispatched we can place the item on hold and can look to get you the correct item you require. If your item has already been dispatched, it is normally a simple matter of returning the item to us. Upon satisfactory inspection of the item we can then arrange for a replacement item to be dispatched or offer a full refund if that is preferable. Please note that all items must be returned in exactly the same condition as originally sold (see point 14 of our terms & conditions for further details about the returns process) within 14 days.
14. How do I cancel an order?
If you wish to cancel an order prior to dispatch please contact us at the earliest opportunity– we can then stop that item from going out to you and can arrange to reimburse you for the cost of the item(s) purchased. If your order has already been dispatched you are free to return the item to us at your own cost. All items must be returned in the same condition as sold (see point 14 of our terms & conditions for further details about the returns process) within 14 working days.
15. Where can I find dimensions and specification data for a product?
We try to provide as much information about the items we sell on our website in the product listing itself. If there is a particular detail that is not included we recommend referring to the manufacturer documentation that is normally provided on our website. For technical enquiries, the best choice is often to consult your heating engineer or ring the manufacturer direct. Click here for a list of manufacturer contact details.
We sure do – full details about how we use your data is available here.
17. Am I Able To Buy On Finance?
We regret that we are currently unable to offer a finance payment option at this stage. We do however accept all major UK registered debit and credit cards (not American Express).