Frequently Asked Questions

You ask, we answer. Here's the most common questions we get.

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1. Payment Q&As
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2. Delivery & Returns Q&As
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3. Brand & Stock Q&As
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4. Custom Order Q&As
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5. Installation Q&As
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6. General Knowledge Q&As
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1. Payment Q&As

Do you offer instalment payment options?

PayPal Pay In 3 or Paypal Pay Later is available at checkout.

 

Is VAT included within the product price?

Yes, VAT is already included within the price listed on the product page and is not a surprise addition at checkout.

 

Is my personal data and payment information secure?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

 

Can I modify or cancel my order once created?

It is advisable to contact us as soon as possible to request a change and we will do our best to support you. However, we cannot guarantee modifications as it does depend on where in the process your order is after you have submitted it. Please check all details are correct at the time of order. If you are unsure of anything during order placement, please contact our friendly team for assistance.

2. Delivery & Returns Questions

How long does delivery take?

If you have purchased a stocked item, you can expect delivery in 4 working days of order confirmation. If you are ordering a custom made product, this will depend on the brand and model. Please refer to the specific product page for more information, or give us a call.

What delivery options do you offer?

We offer a standard delivery service. We use a variety of third party couriers. If you would like to request a nominated day service, please contact us directly and a member of our team will help.

How much does delivery cost?

We are delighted to offer you free UK standard delivery across any purchase on our site. There is no minimum order value or quantity required to secure this. 

How can I track the status of my order and delivery?

You will receive a tracking code once the order has been created. For heavy items, where a pallet delivery or tail lift truck are required, you will be contacted by the courier directly to arrange an appropriate date and tme.

Can I collect my order from the warehouse or from a shop location?

No, delivery is dispatched directly to the address you provide at checkout.

Will my order be split into multiple deliveries?

If you have ordered products from more than one brand, you will receive these deliveries separately, as they are dispatched directly from each supplier's warehouse facilities. If you have ordered products from one brand, you should receive these products altogether in one delivery.

Will the courier help me take the order into the room I need? 

The courier will provide a curbside delivery. This means you will need to  be prepared to take the product into the room you need. If you've ordered a large and/or heavy object, we advise this is a 2-person job and you arrange the support in advance.

Do you offer a removal service / can you uninstall my old product?

No, we don't offer this service. We recommend you contact a trusted local tradesperson for removals.

3. Brand & Stock Q&A

Which brands do you stock?

We stock an ever-expanding list of designer and premium brands. Please refer to our brands list on the menu for the most up to date version.

 

Do your products come with waranty / a guarantee?

Yes, our products usually come with a manufacturer's warranty. Please check the model's product page on the site for the manufacturer's warranty length. These vary depending on the brands and material components. 

 

Do I need to register the warranty? What are the warranty terms?

You will receive a copy of your warranty with your delivery. The guarantee is typically offered subject to the goods being correctly installed by a competent, approved installer and operated as per the manufacturer's instructions. The warranty may be invalidated by incorrect installation, alterations to the product's specification using non-approved parts, or if the product is not correctly installed. The manufacturer liability is usually limited to the repair or replacement of a faulty product. It does not cover consequential losses or damages. Please check the specific terms included within your delivery.

 

4. Custom Order Questions

How do I know which products can be made to order?

We mark up these products with "custom made" in the title. Please note, any products with bespoke colour requests are non-refundable.

 

I would like my order customised. How do I express my interest?

Please get in contact with a member of our friendly, expert team via email or telephone call.

 

Do you offer made to order / can you customise?

Yes, we do offer this service on select models, including bespoke dimensions, a choice of construction material, connection layaout, and a choice of colours and finishes. We'd love to help you on your customisation journey. Please note, any made to order products are non-refundable, as they cannot be resold. However, we'll work closely with you and the manufacturer so you're clear every step of the way.

 

I would like to choose a bespoke colour. What happens if it's different to my expectation when I receive the product? 

Please note that colours may appear slightly different in person compared to photos or colour swatches. This can occur due to lighting, screen calibration, and natural variations in materials and finishes that affect tone or depth. Bespoke colours are mixed and finished to an industry-recognised colour palette (such as RAL, Pantone, or equivalent), and each colour has its own specific code. This code forms the agreed colour specification for your order. Once confirmed, bespoke colour orders are non-refundable and non-returnable, except where a product is faulty or not finished with the agreed colour code. This policy complies with your rights under the Consumer Rights Act 2015 and is outlined in our Terms of Service.

 

How long will my custom order take to be built?

This depends on the ask. We will provide you an estimate alongside the quote.

5. Installation Q&As

What type of valves do I need to purchase with my radiator?

You'll need to check how your feed pipe comes in for the radiator:

1. If the feed is from floor (vertical), use a straight valve.

2. If the feed wall (horizontal), use a 90° angled valve.

3. If angle or tight corner, use a 45° angled or specialty valve.

Can I fit a radiator myself?

We strongly recommend you use a professional. This will ensure your product warranty remains intact. If you install yourself, your warranty will no longer be valid.

Do you offer radiator installations?

As we are a retailer, we don't handle on-site installations ourselves, but here's who to call depending on your system and chosen radiator model. These professionals know all the safety rules and building regulations for their trade.

1. If an electric radiator, you'll need a competent electrician (NICEIC or Part P registered) to connect directly to your mains supply.

2. If a dual-fuel radiator (which combine a water-filled core with an electric heating element), you’ll often need both a heating engineer/plumber to plumb in the water side, and an electrician to wire and commission the electric element.

3. If a central heating radiator, you'll need a gas registered plumber 

How much will an installation cost?

Again, as we are a retailer we don't handle this directly so you'll need to obtain quotes from your local, trusted tradesperson. Prices can vary across the UK by region and installer experience.  Our tip is to secure at least two written quotes. This helps you compare price and what's included. 

 

6. General Knowledge Questions

How do I know when it’s time to replace/get a new radiator?

There are a few indicators that the time is right. Here's a few:

1. Upgrading your interior or moving into a new home.

2. Your current radiator shows visible rust, dripping, or pooling water. It may even need frequent repairs or have persistent cold spots after bleeding. This is a sign the time is right for a new radiator.

3. You want an energy efficient radiator that will save on bills. Older models can be a huge drain on your system.

4. You want to be compliant with the Future Homes Standard, or are equally conscious about reducing your domestic carbon footprint. If this is the case, you'll want to look at dry electric radiators which consume the least energy.

How do I choose the right size radiator for my room?

1.Measure the room's volume (length × width × ceiling height.

2. Calculate the required output in British Thermal Units (BTUs) or Watts (W)—rough guide: 75–100 W per cubic metre for standard rooms.

3. Check the radiator datasheets for output at your system's water temperature (if purchasing dual-fuel or central heating compatible radiator).

4. Allow for insulation quality. Opt for more output if the room is poorly insulated.

What's the difference between single panel and double panel radiators?

1. Single-panel is a one convector panel, which means it is lighter, more compact, and has a lower heat output. 

2. Double-panel includes two panels with convector fins between. This creates a higher heat output and thicker profile.

 

Should I choose an aluminium, stainless steel or mild steel construction for my radiator? 

Pick aluminium if you're looking for fast, responsive heating that can heat up and cool down quickly. It's a lightweight metal making it easier to handle and install, especially in renovation projects. Choose stainless steel if you want a long-lasting, low-maintenance solution and don’t mind paying a premium. Opt for mild steel if you are looking for an upfront affordable option, however be prepared to keep on top of system care and be prepared to protect against rust.

 

What maintenance do radiators need?

We recommend the following maintenance to ensure longevity:

1. Annual bleeding to release trapped air to maintain heat output.

2. Flush the system every 5–7 years to remove sludge and rust.

3. Inspect the valves and pipework for leaks or corrosion at least once a year.