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FAQs
My Account
How do I open an account?
You can open a trade credit account or a trade non credit account on a website.
Instructions on how to do this can be found here: https://www.cityplumbing.co.uk/login
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 Account.
How do I assign an email address to my account?
If you have a credit account, contact our credit control team at ccadmin@cityplumbing.co.uk or 01788 211440.
For any other accounts, please contact our customer service team or visit your local branch.
How do I find my account number?
Your account number will be present on any recent Invoice receipt or on your statement. It can also be found on your account dashboard once logged in.
How do I change my email address?
If you have a credit account, contact our credit control team at ccadmin@cityplumbing.co.uk or 01788 211440.
For cash accounts or any other accounts, please contact our customer service team or visit your local branch.
Other account information can be changed by logging into the account and requesting an account change.
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 bill
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.
How do I delete my account?
In Order for us to close your account, please email customer service and provide the following information:
Account number, Name on account, Contact number, and state the date you wish to close your account.
Please note a credit account cannot be closed with an outstanding credit balance. Once your closure request has been submitted, we will confirm by email once the account has been closed. This process can take 1-3 days.
Account Login
How do I open an account?
You can open a trade credit account or a trade non credit account on a website.
Instructions on how to do this can be found here: https://www.cityplumbing.co.uk/login
I can see a ‘pending’ message when trying to access my account
This means your account creation is currently in progress, which can rarely take up to 24 hours. If you are still seeing a pending message after 24 hours, please contact our customer service team.
How do I manage my account online?
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, get in touch with our customer service team.
I can see a ‘pending’ message when trying to access my account
This means your account creation is currently in progress, which can rarely take up to 24 hours. If you are still seeing a pending message after 24 hours, please contact our customer service team.
How can I access my branch account online?
If you already have an account with us and wish to access it online, you'll need to reset your password.
Simply go to our reset password page and key in your email address which you supplied during account creation. We will then send you a reset password email, and once received, open the email and click on the reset password link provided.
Now enter a new password for your account. Once you have created a new password, visit our login page and log in using your email address and new password.
Please note: If your branch account was opened before 11th January 2023, you'll need to contact customer services to register your branch account online.
I’ve forgotten my password
You can request a password reset email here: https://www.cityplumbing.co.uk/login
I haven’t received my reset password email
Before contacting us, please check your spam or junk mail. If you still don't have an email address please contact customer service as who can verify if your email address has been assigned to your account.
Can I use my user login credentials for both the website & the app?
Yes, you can use your user login credentials on both Cityplumbing.co.uk and our City Plumbing App.
Can multiple users use my account?
Multiple users can use the same trade account, as long as they have their own credentials to log in.
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 30,000+ 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 list, this will then be sent to your local City Plumbing branch
4. Your local branch will email you a quote as soon as possible
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 on your quote will be determined by your local branch. Prices can change from time to time if a supplier increase has been implemented. To see all of your up-to-date trade prices, you can register online.
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.
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.
City Plumbing does not allow customers to buy goods or pay invoices using a Mastercard Fleet or a Visa Purchasing cards.
How do I view my invoices?
Click here to login, then navigate to the Invoices section of your account to view, download and pay balances and invoices.
Website Help
I'm looking for something and can't find it on your website. Can you help me?
Our website currently has over 30,000 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'll see a "Collection" or "Delivery" option along with our current stock levels and lead time if the product isn't currently stocked at your local branch.
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, or visit our energy efficiency product page.
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 deliver to all mainland locations in England, Scotland and Wales (postcode exceptions are listed below), and the Isle of Wight. Unfortunately, we can't deliver to any locations in Northern Ireland.
We’re also 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.
Next day delivery orders, when ordered by 5pm, should be delivered on the next working day.
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?
Next Day Delivery for ALL Customers
- Large baskets have free next day delivery if the products are stocked at your local branch. If they are not stocked at your local branch, our distribution centre will deliver your items at a cost of £20 ex VAT.
- Small baskets have free next day delivery on all orders over £75 ex VAT. Orders under £75 ex VAT will incur a cost of £9 ex VAT.
Standard Delivery
Standard delivery will be free on all orders over £75 ex VAT. Orders under £75 ex VAT will incur a cost of £9 ex VAT.
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.
Please note that all deliveries made to residential addresses are kerbside only - meaning your order is guaranteed to be left at the nearest access point to the provided address. You will be responsible for your delivery from there.
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 5 minutes (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
An item that I'm trying to order is out of stock at my local branch, can I still order it?
Yes, you can order items that are currently out of stock at your local branch, for collection. We aim to have these items available to collect within 2 working days.
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 5 working days, after which the Product(s) will no longer be reserved for you.
What is the cut off time to qualify for 5 minute collection?
Orders, for items in stock, placed before 3pm Monday-Friday will qualify for 5 minute 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?
No, Click & Collect is only available during branch working hours.
Returns
How can I return change of mind goods?
If you change your mind, we’re happy to take back items that are in a resellable condition within 30 days of the date of delivery or collection via click-and-collect. You can return the product to any of our branches for a full refund.
Change of mind products cannot be returned via courier. The products must be returned unused, undamaged, in a fully saleable condition, and packaged in such a way as to ensure that the product is not damaged.
How can I return faulty goods?
Where the product has a manufacturer’s warranty or guarantee it’s best that you first contact the manufacturer. If you do not wish to exercise your rights under the manufacturer warranty or guarantee, you must notify us and return the faulty products to any branch or request the product be collected free of charge by contacting our customer service team (see contact details below).
Within 30 days from the date of delivery, we’ll offer you a full refund or replacement. After 30 days but within 6 months from the date of delivery we will (where relevant) repair or replace the item within 30 business days of notification.
How can I return damaged goods?
We aim to deliver all products in perfect condition. However, if you receive a product that is not in perfect condition, please notify us and return the damaged products to any branch or we will collect the product from you free of charge. Please see the customer service details below for arranging collection.
Within 30 days from the date of delivery if a product is delivered to you damaged, please notify us within 30 days from the date of delivery. After 30 days, if the damage or defect is not apparent on delivery, and it has gone beyond 30 days, you have 7 days from the date of discovery to request a repair or replacement.
How can I book a collection for faulty or damaged goods?
Please call Customer Service to organise a collection for faulty or damaged products. Change of mind products cannot be returned via courier. The contact number is 0330 678 0267. The team is available between 8.30 am to 5 pm Monday to Friday. Alternatively, email us at customerservice@cityplumbing.co.uk.
What is classed as proof of purchase?
We’ll offer you a refund or credit for any of the above but we will need proof of purchase (such as a receipt, invoice, return note, email confirmation, or order number).
Can I return/exchange all products?
No, we have a selection of products that cannot be returned or exchanged.
- All bespoke or made to measure goods;
- A faulty product, where the fault was brought to your attention before purchase;
- Chemical/gas products that are unsealed;
- Non-faulty unsealed electronic goods;
- Non-faulty used gas valves;
- Any spare parts where the seal is broken (such as PCBs, electronic goods, and fans);
- Goods that deteriorate or expire rapidly once opened; and
- Non-faulty used hygiene products (e.g. toilets or showers).
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.
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