FAQ

FAQQ: When are the Radiatorline sales and customer service team available?
A: Monday - Friday, 8.30am - 5.00pm excluding UK bank holidays.

Q: Do I need to purchase valves and any other accessories separately?
A: Yes, valves for radiators are sold separately. As are heating elements for electric radiators. All of our accessories are within the accessories section. Please contact the team using the contact us link if you need any assistance.

Q: Is there a minimum order amount?
A: No, there is no minimum order applicable for delivery to UK Mainland.

Q: What Payment methods are available?
A: We currently accept payment on all major credit and debit cards using Visa, MasterCard and Maestro. The payment services are provided by Realex Payments www.realexpayments.co.uk.

Q: What are your delivery charges?
A: There are no additional delivery charges applicable to deliver to UK Mainland.

Q: How do I track my order?
A: Please contact our customer services team quoting your Order Reference by clicking on the Contact Us link in the top right hand corner of the page.

Q: How do you ship my orders?
A: Your order will be shipped as an individual parcel (less than 25kgs) or on a pallet (greater than 25kgs) via a third party carriers.

Q: How long will it take for my order to arrive after I make payment?
A: Your order will be delivered within 3 working days following the order date.

Q: What delivery times do you offer?
A: Our carriers deliver Monday to Friday between 7am – 6pm.

Q: What do I need to do if I wish to cancel my order?
A: Please contact our customer services team within 24hrs of order date by clicking on the Contact Us link in the top right hand corner of the page.

Q: What is your order cooling off period?
A: Our cooling off period is 24 hours from order placement provided the item(s) are not dispatched. Please note, once this period has lapsed no refunds will be given.

Q: What happens if there's been a delivery mishap to my order? (Damaged or lost delivery)
A: Please inspect the external packaging of your delivery prior to signing for the shipment stating the damage if applicable and email our customer services team within 24hrs of receipt of the delivery by clicking on the Contact Us link in the top right hand corner of the page . If the Proof of Delivery has no remarks relating to the damage, then no liability will be accepted by the supplier. If your order has not arrived within 5 working days, please contact our customer services team.

Q: I need some fitting information for my Radiator or Heated Towel Rail is this supplied with the product?
A: Please contact our customer services team by clicking on the Contact Us link in the top right hand corner of the page requesting this information.

Q: I’ve forgotten my password, how do I retrieve it?
A: Please click on the login link situated in the top right of the page. Here you will find the link “Forgot your password?” please enter the email address you registered with us and an email with details of how to login will be sent to the same email address if we have an account with this email address in our database.

Q: How do I change my Password?
A: You need to login to your Radiatorline account using the login link, click on the Account Information link from the left hand panel, click the box Change Password and then enter your current password and new password and confirmation. We recommend for security your password should be at least 8 characters in length and made up of numbers, letters and symbols.

Q: How can I get a copy of my order confirmation or invoice?
A: To get a copy of your order confirmation login to your Radiatorline account, click My Orders from the left hand panel, select the order you wish to view and print. A copy of your invoice can be retrieved by contacting Radiatorline using the Contact Us link and marking your enquiry as a Customer Service.

Q: How can I trust your website to be secure and keep my personal details safe?
A: Radiatorline is secured with a Comodo Essential SSL Certificate. This method of securing a website is an industry standard and ensures that data transmitted between you and our website is encrypted. Once we have processed a payment for your order your credit or debit card details are not stored in our database.

As a customer of Radiatorline your online security is of paramount importance. To ensure that high security is maintained we have taken all steps to become PCI compliant with our data security partners Security Metrix. This website has passed a vulnerability scan undertaken by Security Metrix. SecurityMetrics Credit Card Safe

Q: What is the best method to use to contact Radiatorline if I have an enquiry?
A: The best method to use when contacting Radiatorline is using the Contact Us link in the top right hand corner of the page. To ensure your enquiry is dealt with as efficiently as possible please select the nature of your enquiry.

 

If you need to ask a question we've not covered in our FAQ section please email us by clicking here.