FAQs

 

 

 

Trade Prices & Quotes

 

 

How can I get a quote?

 

You can simply request a quote following the steps below:

 

1. Find the products that you would like a quote for from our wide selection of 25,000 plumbing, heating, bathrooms, electrical & spares products

 

2. Add products to your quote list by selecting Add to Quote list

 

3. Enter your contact details and submit your quote lis, this will then be sent to your local City Plumbing branch

 

4. Your local branch will email you a quote within 4 working hours

 

5. If you are happy with your quote, place your order with the branch and they will confirm when your items will be ready to collect or when they will be delivered.

 

Alternatively, you can register your account online to see all your trade prices.

 

 

Why do I need to provide a postcode and email address for a quote?

 

We require your email address so we can email you your quote. We need your postcode as it will be your local branch who sends the quote, so we need to identify which branch will do this based on the postcode you provide.

 

 

Will the prices I'm sent be fixed prices?

 

The prices you receive for our products will be determined by your account's personal terms as they do in branch. As such, the prices will be set by your agreement with your local branch but may differ from time to time if a supplier price increase has been implemented.

 

 

I’m going to start a big project - do you offer bulk deal prices?

 

We may be able to offer you a bulk deal price, depending on the materials you require. Please contact your local branch to discuss this.

 

 

How can I get access to trade prices?

 

Our trade prices are available to tradespeople who open a Trade Cash Card or Credit Account with us.

 

Click here to open an account or pop into your local branch. Once your account is open, your local branch and the website will offer you trade prices.

 

 

 

My Account

 

 

How do I manage my account online?

 

Existing customers Click here to register your account online. You'll need your account number and the postcode registered to your account.

 

New customers: sign up for an account here and you will instantly be able to view your prices, buy online and pay invoices (Credit accounts only)

 

When creating your password it will need to be at least 8 characters long and contain each of the following: one uppercase letter, one lowercase letter, one number and one symbol (e.g. ! " £ $)

 

If you need support, call us on 0330 678 0267.

 

 

Do you only supply to the trade and do I need to have an account to buy from you?

 

Anyone can buy from us and you do not need an account to buy online or in our branches.

 

If you sign up for an account it will give you access to our trades prices.

 

There are two types of accounts: A 'pay as you go' Cash Account or a monthly-billed Credit Acccount

 

 

What is a Trade Cash Card?

 

A Trade Cash Card gives you access to our trade prices on a 'pay as you go' basis, so there are no monthly bills.

 

 

What is a Credit Account?

 

A Credit Account lets you buy materials and pay for them up to 60 days later. You'll be sent a bill at the end of each month.

 

 

Why can’t I see my invoices online?

 

Please allow 3-5 working days to view your invoices and payments using the online account dashboard. If you have made a payment in branch, please allow 3 days for your account details to update online.

 

 

 

Invoicing

 

 

I have an account with you. Can I view my balance/pay my bill/ reprint my invoices online?

 

Yes, you can. You will need to register your account online and then you can view, download and pay balances and invoices 24/7.

 

Invoices and payments will take 3-5 working days to show on your account. If you have made a payment in branch, please allow 3 days for this to update online.

 

 

How do I view my invoices?

 

You can view, download and pay balances and invoices here.

 

 

 

Website help

 

 I'm looking for something and can't find it on your website. Can you help me?

 

Our website currently has over 25,000 products and we're constantly adding to this number.

 

If you can't find what you're looking for online, please contact your local City Plumbing branch for help.

 

 

How can I check a product's stock availability?

 

On each product page you will see an ‘Add for Collection' button underneath the price. Type in your postcode and click the magnifying glass icon. Within the branch results list you can see how many units each branch has in stock.

 

If a product is not currently in stock at your local branch, you can continue with your online order and your product will be ready to collect in 1-2 working days.

 

 

How do I get a quote?

 

You can simply request a quote following the steps below:

 

1. Find the products that you would like a quote for from our wide selection of 25,000 plumbing, heating, bathrooms, electrical & spares products

 

2. Add products to your quote list by selecting Add to Quote list

 

3. Enter your contact details and submit your quote lis, this will then be sent to your local City Plumbing branch

 

4. Your local branch will email you a quote within 4 working hours

 

5. If you are happy with your quote, place your order with the branch and they will confirm when your items will be ready to collect or when they will be delivered.

 

 

How do I know which branches have a Bathroom Showroom, a City Heating Spares or an Electrical Expert?

 

To find which of your nearest branches that offer the above mentioned services, simply select this service from the filter option when using our branch locator.

 

 

Where can I find technical information on a product?

 

You can find technical specifications and data sheets within the tabs of individual product descriptions on our website. If you can't find the product or information you're looking for, please contact your local branch for help.

 

 

Do you sell renewables and energy efficiency products?

 

Yes - in fact we're a market leader in energy efficiency products. Please contact your local branch for more information.

 

 

How can I find the opening hours for my local branch?

 

You can find the opening hours for your local branch using our branch locator.

 

 

How do I know my promotion/discount code has worked?

 

When you successfully apply a promotion code, it will appear in your basket total, with detail of what promotion you have applied

 

 

 

Delivery

 

Can I have my goods delivered?

 

Yes, we can deliver to your chosen address.

 

Unfortunately we’re unable to deliver to the following postcodes: IV1 1, IV1 3, IV10 8, IV11 8, IV12 4, IV12 5, IV13 7, IV14 9, IV15 9, IV16 9, IV17 0, IV18 0, IV19 1,IV2 3, IV2 4, IV2 5, IV2 6, IV2 7, IV3 5, IV3 8, IV30 1, IV30 4, IV30 5, IV30 6, IV30 8, IV31 6, IV31 9, IV32 7, IV36 1, IV36 2, IV36 3, IV4 7, IV5 7, IV6 7, IV7 8, IV8 8, IV9 8, PH1 1, PH1 2, PH1 3, PH1 4, PH1 5, PH10 6, PH10 7, PH11 8, PH12 8, PH13 9, PH14 9, PH2 0, PH2 6, PH2 7, PH2 8, PH2 9, PH3 1, PH4 1, PH5 2, PH6 2, PH7 3, PH7 4, PH8 0, PH9 0.

 

 

When can you deliver?

 

We deliver Monday to Friday (except Bank Holidays), between 7:30am and 5pm. We don’t make deliveries over the weekend.

 

For standard products or products delivered directly from a trusted supplier, you will be given an estimated delivery lead time during check out. A member of staff will then be in contact before this date to arrange a delivery time which suits you. We deliver using this method Monday - Saturday.

 

 

How much do you charge for delivery? Is there a minimum order value?

 

Our delivery charges depend on which type of customer you are.

 

Non account customers::

 

Delivery will be free on all standard orders when you spend over £50 ex VAT. Standard orders under £50 ex VAT will incur a £10 ex VAT / £12 inc VAT delivery charge.

 

Account customers (Credit accounts & Trade Cash Card holders)::

 

Customers with a City Plumbing account benefit from free delivery on all orders.  

 

Additional charges may apply on certain products, we will always try to make you aware of this before you place your order.  Your local branch will contact you following your order to confirm time, date and any special costs  

 

In some instances, our trusted suppliers deliver the order on our behalf. When you order a product which qualifies for this, the basket will show any applicable delivery charges. Delivery times under this service are subject to stock availability and supplier cut off times for orders.

 

 

Will you deliver my materials exactly where I need them?

 

We work to very high safety standards, giving you the reassurance that all our deliveries will be carried out safely.

 

However, this may restrict our ability to deliver your materials if we deem the delivery location to be unsafe, for example, if there are overhead power cables present.

 

 

Can I collect my order instead of having it delivered?

 

Yes. On each product page you can choose to order for collection.

 

If an item is in stock in your local City Plumbing branch you can collect your item within 2 working hours (when ordered by 3pm Monday-Friday).  

 

If an item is not currently in stock at your local branch, you can still proceed with collection and it will be ready within 2 working days.

 

Collection is free of charge.

 

 

Can I return an item/cancel a delivery?

 

This depends on the product you wish to return or cancel delivery for. Please call our customer services team on 0330 678 0267.

 

 

 

Click & Collect

 

What do I do once I have submitted my order?

 

We will email you to confirm your order and then email and text you when your order is ready for collection.

 

When collecting your order please go to the Trade Counter inside the branch. You must bring your order confirmation email and a valid UK driving licence or passport.

 

 

When can I collect my order?

 

Items in stock at your local branch will be ready within 2 working hours (when ordered by 3pm). Items not in stock stock will be ready within 2 working days.

 

You will receive a SMS and email when your order is ready to be collected.

 

 

What ID do I need to show when collecting goods?

 

Once you're notified, visit your chosen branch to collect your goods. You will be asked for a valid form of ID to confirm you are the person who made the order. This is either a valid UK driving licence or a passport.  

 

You can send someone else to collect your goods but they will need to show the original email confirmation and a valid form of ID.

 

 

What if I need to cancel or change an order?

 

For any amends to orders, please contact the branch you placed the order with using the contact information which can be found here. If you don't know which branch made the order, please call our City Plumbing customer services team on 0330 678 0267.

 

 

How long will you hold my order for?

 

We will hold your order for a maximum of 5 days. After this, all orders will be refunded to the original card or account used for purchasing.

 

 

What is the cut off time to qualify for 2 hour collection?

 

Orders, for items in stock, placed before 3pm Monday-Friday will qualify for 2 hour collection. Orders placed after 3pm will be ready for collection the following working day.

 

 

Can I split my order between collection and delivery?

 

Yes. You can split your order by collection and delivery. We will take payment for the whole order which will include any delivery charges.

 

 

Can I place an order for collection over two or more branches?

 

Yes you can split your order by two or more branches. We will take payment for the whole order, and you will receive confirmation of when your order is available from the branches you have selected to collect from.

 

 

Can I collect on Bank Holidays?

 

Click & Collect is only available during branch working hours.

 

 

 

Returns

 

How can I return my goods?

 

 

Goods delivered by us (to find out if we delivered your goods, please check your delivery note).

Products must be returned in their original condition within 30 days of the date of delivery to you or within 30 days of the date of collection.

 

You can return a product to your nearest branch, along with proof of purchase. Or, you can arrange for us to collect the items by emailing customerservices@cityplumbing.co.uk, or calling us on 0330 678 0267 with your order number and details of the products you want to return.

 

Goods delivered directly from a supplier (to find out if a supplier delivered your goods, please check your delivery note).

 

If you wish to return an order which has been fulfilled direct to your address by a supplier, please contact the City Plumbing customer service team on 0330 678 0267 who will contact the supplier on your behalf to arrange a suitable return.

 

 

 

Other

 

I can't find the answer to my question...what next?

 

 

If you have questions we haven't covered, please call our customer services team on 0330 678 0267.