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Our Company

We are an independent retail company dedicated to supplying good quality products direct to the consumer with substantial savings and ease. We always aim to keep our customers happy and provide excellent after-sales care.

We understand that purchasing online for the first time or with an organisation that you haven´t dealt with before can be uncomfortable for many people. Below is a comprehensive selection of frequently asked questions that are designed to answer queries you may have about dealing with Plumb Universe.

Frequently asked questions (FAQ)

Q. How do I place an order with Plumb Universe?
Q. Can I have my order delivered to work?
Q. If I purchase a product over the sales counter and place my second order via the website, can I have the product delivered to an alternative address?
Q. How do I change my account details?
Q. What do I do if I’ve forgotten my password?
Q. What do I do if I can’t find what I’m looking for?
Q. How secure is buying on your website?
Q. When should I expect to receive my order?
Q. If I place an order on your website, can I amend it later?
Q. Can you specify a delivery time?
Q. Can I view my past orders online?
Q. What information do you collect and why?
Q. What happens if I’m not home when the couriers try to deliver my order?
Q. What happens if I receive my order and it’s damaged, something is missing or a wrong item sent?
Q. How do I place an order with Plumb Universe?

A. Orders can be placed via our website, in our shop or by telephone. Telephone orders must be finalised with a payment over the phone. To order goods on our website you need to register as a customer. By registering you supply us with information such as your contact details, which will enable us to contact you if any problems arise and to deliver your order to you.

We have a dedicated salesperson available to take your order on the phone. Alternatively, we also have a sales counter where you can place an order and collect the goods at the same time (subject to availablility.Please call on 01924 45 11 99 for details).

Q. Can I have my order delivered to work?

A. Your first mail order is required to be delivered to the registered cardholders address. Subsequent orders can be delivered to an alternative address.

Q. If I purchase a product over the sales counter and place my second order via the website, can I have the product delivered to an alternative address?

A. For security purposes, your first mail order would be required to be delivered to the registered cardholders address.

Q. How do I change my account details?

A. Simply click ‘Account’ and log into the site. Here you can change your address, phone number, email address etc.

Q. What do I do if I’ve forgotten my password?

A. You can submit a request via our website by clicking on ‘My Account’ and entering your email address in the ‘Forgotten Password’ box.

Q. What do I do if I can’t find what I’m looking for?

A. If you can’t see a product you are looking for then call us on 01924 45 11 99. Alternatively, complete the online enquiry form or email us and we´ll respond within 24 hours.

Q. How secure is buying on your website?

A. We use PayPal for our credit card order processing, one of our highly secure credit card processing companies. Paypal has an excellent reputation for safe and secure transactions. PayPal offer a very user-friendly shopping cart process for our credit card customers. All orders are processed through secure encrypted servers. For additional security, we do not see your credit information when you shop with PayPal. Visit out Payments for further information on Paypal.

Q. When should I expect to receive my order?

A. All orders take 2-10 days to arrive. If there is any delay then our assistant will contact you herself.

Q. If I place an order on your website, can I amend it later?

A. You may amend your order as long as it has not been dispatched. We send a dispatch notification via email and an order may be amended until this notification is sent.

Q. Can you specify a delivery time?

A. Our delivery service is provided by a third party and therefore we can only specify the delivery day but not a specific time.

Q. Can I view my past orders online?

A. Yes, you can view your previous orders by clicking ‘View Orders’ once you logged into your account.

Q. What information do you collect and why?

A. We only hold information you provide us when you register and the history of your orders. This enables us to contact you if there are any problems and deliver your order to you. We do not see or hold your credit card details.

Q. What happens if I’m not home when the couriers try to deliver my order?

A. If no one is available to sign for the goods, the courier will leave a calling card for you to arrange another delivery time. Alternatively you may pick it up from your local depot, providing you have ID.

Q. What happens if I receive my order and it’s damaged, something is missing or a wrong item sent?

A. All items are sent in perfect condition. Please check your item at the time of delivery, otherwise indicate on the signature request that the product is unchecked. If you notice that items are missing or damaged then please email us with you order number within 72 hours.WE CANNOT COVER DAMAGED ITEMS IF YOU SIGN IT AS ‘CHECKED’ AT DELIVERY.

If you have any questions that are not answered above or would like further information, contact our customer service or alternatively complete the online enquiry form and a member of our team will be

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