What is your phone number?
We regret to inform that we do not have customer service phone number as we are purely an online business, however please feel free to email us and we will endeavour to reply within 24 hours.
Can I call you to enquire about shower parts?
No, unfortunately we do not offer customer service over the phone as we are purely an online business and would not be able to handle part matching enquiries as efficiently as online. The easiest method of enquiry is to send us 2-4 pictures with some basic dimensions and we will aim to get back to you within 24 hours if we stock a suitable part.
When is your customer service department open?
Our online customer service is open Monday to Friday. Our emails are not monitored 24/7 but they are checked periodically and frequently and we will get back to you as soon as possible. Our chat facility is normally active Monday to Friday. We are closed at weekends and on Bank Holidays.
When is my order shipped?
We ship all orders within 24 hours during working days (Monday to Friday). Any orders from the weekend will be shipped on the Monday. Bank Holidays will be shipped the next working day. You will receive a confirmation email once shipped. We aim to dispatch orders placed before the 2pm cut off point on the same day.
How can I track my order?
If you have opted for special next working day delivery or international tracked options, you will be able to track your order once dispatched by clicking the link within your “your order has been shipped” email.
What are the shipping rates?
Shipping is FREE for 1st class delivery (effective from 10/01/2019) within the UK including the Channel Islands. You can also upgrade to special next working day delivery for £8.49.
International tracked delivery rates are;
Rest of the world £19.50.
Where do you ship?
We ship all around the World.
For buyers based outside the UK. Import fees including taxes and customs charges could apply for the country that are receiving the product. Some consignments will require the buyers to pay additional import fees (e.g VAT and duties). The fees are usually based on the items price, postage weight, dimensions and country of origin. Plus any taxes, duties and fees from the country they are sent to. Buyers are responsible for paying import fees, usually as part of clearing their parcel through customs or when they receive their parcel.
How long does it take for my products to arrive?
We send our orders out within 24 hours during working days, therefore Royal Mail 1st class should be with you within 1-2 working days, special delivery will be with you the very next working day, if ordered by 2pm.
International shipping varies by country but Royal Mail aims to get this delivered to your doorstep within 7 working days.
Please note these timescales on rare occasions can be longer depending on Royal Mail's work load.
Where is my order?
If you are an international customer please contact us and we can make checks for you.
If you are a UK customer we have tracking receipts in place for all orders. Please check you have given us the correct address in the first instance. We would then ask you to wait one week from when your order was shipped (we appreciate your order should arrive within 1-2 working days but this is just to allow for busier periods). If one week has surpassed please check the tracking number provided on your shipping confirmation on the royal mail website tracking page. If this is showing as "no update" please contact us and we will be looking to reissue your order out to you immediately. If it is showing as delivered please check firstly with any one who has access to your address incase they have intercepted and inadvertently not passed your order to you. Please also check any safe places and with your neighbours. If you still have no luck please contact the postal worker or delivery office showing on your tracking info to enquire further. If you do not get a resolution regarding your order with Royal Mail you can then contact us and we can also make enquiries with royal mail but regret to inform that we cannot reship or refund orders that have been confirmed as delivered and supported by Royal Mail GPS tracking confirmation.
Can I change my order after it’s been placed?
Orders cannot be amended once they have been placed but can be cancelled if you contact us before the 2pm cut off time. We cannot cancel your order if it has already been shipped. Please follow the returns policy procedure in this scenario.
How do I return an item for refund or exchange?
We offer no quibble 30 day returns policy. If you are still within this period, please return your order including your name and order number to:
Shower Part Ltd,
Rockhill Business Park,
You will be issued a refund within 1 working day after it has been returned to us in resalable condition.
We do not offer exchanges. Instead, please return the original order for a refund and place a new order at any time. We regret we cannot refund any applicable return postage fees.
If your item is faulty please notify us immediately. We would require photo evidence of the issue so we can investigate each case and log any issues. We may ask you to discard the item or post back to us but each case will be monitored and decided on an individual basis. We can then sort a replacement or refund. If your item develops a fault after 6 months we would require proof that the item was bought faulty or the fault developed within the 1st 6 months and wasn’t caused by normal daily wear and tear. If you have ordered the wrong item and need advice on ordering the correct item please feel free to email us with 2-3 photos of the part and its applicable measurements and we will recommend a product for you if we stock it.
What if an item is out of stock?
If there is an item you would like to purchase but it is currently showing as out of stock please sign up for the out of stock notification on the product page. Alternatively please email us at firstname.lastname@example.org and we will be able to advise our estimated re-stock date.
Why do the prices of parts vary?
We try and keep all our retail costs as low as possible for our customers and are continually seeking new suppliers. Unfortunately some rollers are more difficult to source than others and thus meaning our suppliers charge more for them and this is then reflected in the retail price. Our margins throughout the site remain the same. We try and offer discount for multiple items and orders wherever possible. If you are a trade customer please contact us directly to discuss a bespoke order. If you require a VAT receipt please message us to request one which we can email to you separately. We accept Paypal and all credit and debit cards payments.
Can I place an order by phone or email?
You can place an order by email if it is a bespoke set or a bulk/trade order, otherwise it is easier to order direct on our website. We regret that we do not accept orders over the phone.
Do you have a shop I can visit in person?
Yes but please contact us by email first so that we can arrange a time for you to visit.
Our address: Unit 21, Rockhill Business Park, Higher Bugle, St Austell, Cornwall PL26 8RA.
Please note we do not accept cash or cheques.
Do you have a wholesale catalogue?
Yes we do. Please email us to request your free hardcopy.
What marketing material will you send me?
If you opt in to receive our marketing material, we may send you from time to time promotional emails and newsletters of our latest products, news and events. You may unsubscribe at any time.
How do you use, store and protect my data?
For any questions that are not covered in this FAQ’s page, please feel free to contact us at email@example.com