Frequently Asked Questions:
The following is a set of questions that are most frequently asked of us here at Kempston Radiators. If you have a question that is not answered below, then please contact us for assistance in answering your question.
» Are your prices including Vat?: (answer...)
Yes, our prices are all including Vat, no hidden extras.
» I have changed my mind or have ordered the wrong item: (answer...)
You are able to remove items from you cart by simply ticking the box next to the item you wish to remove and click update at the bottom of the cart, this can be done until you enter the secure area and make your payment. If you have completed your order and still wish to remove an item please contact us on 01234 852 073 or email firstname.lastname@example.org.
» I have not received my order: (answer...)
Your order will be sent to you via Royal Mail or a UK Courier dependent on the size and weight of your item(s). All items are sent on a 1st class Royal Mail or next working day service with UK Mail. Sometimes delivery may take longer due to item(s) being out of stock (if items are out of stock we will inform you on the same day the order was placed giving you details of when to expect delivery and an option to cancel if necessary. If your order has not arrived within 7 working days please email Customer services email@example.com.
» I have only received part of my order: (answer...)
If you do only receive a part order please check your invoice and attached paperwork for details of missing items, we also send you an email explaining that we may have shipped your order in more than one consignment, please also check the couriers paperwork and make sure that you have signed for all items and received all items (do not sign for two parcels when you only have one delivered) if you are still unsure please call 01234 852 073 and we will rectify the issue as soon as possible.
» My order has arrived and is damaged or is faulty: (answer...)
We need to know as soon as possible if you have damaged items delivered, we will arrange a collection of the damaged or faulty items and replacements will be delivered at the same time (where possible) as the collection is made.
» Are your products available from stock / Can we collect? (answer...)
We are main dealers for all the products you see on our site, we are not 3rd party dealers and do not use drop shippers. All products on our site are stock items. You are welcome to collect any item from us, we are open from 08.00 - 17.30 Mon to Fri but please call 01234 852 073 to arrange a collection of any items purchased online from within our site, so that we can ensure it is not despatched out to you.
» My payment was declined: (answer...)
Please check that you have entered the details correctly (credit card numbers, expiry dates and security numbers etc).
Check that the card is not out of date.
Check that the Delivery/Invoice address matches that of the credit/debit card used to make purchase. (This is a security measure to help fight card theft - all cards must match that of the address the card is issued to).
» Can I Pay By Cheque? (answer...)
You are able to pay by cheque, however please note that no items are sent until we have received payment and the funds have fully cleared. Cheque payments will take approx 7 working days from our receipt of the cheque for processing and clearing.
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