- Frequently Asked Questions
- Prices & Quotes
- My Account
- Website Help
- Click & Collect
How can I see prices online?
Existing customers can register your account online. You can then view, download and pay balances and invoices and see your live prices 24/7.
If you are not already a customer, you can open an account and see prices instantly (Trade Cash Card only).
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 plumbing, heating, bathrooms and 1000's more 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 be sent to your local City Plumbing branch
4. Your local branch will provide you with a quote and send it to you via email within 4 working hours
5. If you are happy with your quote, confirm your order with the branch and they will confirm when your items will be ready to collect
6. Visit your local branch and collect your new products
Alternatively, you can register your account online to see all visible prices.
Why do I need to provide a postcode and email address?
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 do I manage my account online?
Existing customers: Click here to register your account online. You'll need your account number and postcode on this account.
New customers: sign up for an account here and you will instantly be able to view your prices, buy online and pay invoices (Cash 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
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.
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.
- I'm looking for something and can't find it on your website. Can you help me?
- How can I check a product's stock availability?
- How do I get a quote?
- How do I know which branches have a Bathroom Showroom, City Heating Spares, Energy Efficiency Expert or Electric City?
- Where can I find technical information on a product?
- Do you sell energy efficiency products?
- What are the opening hours for my local branch?
I'm looking for something and can't find it on your website. Can you help me?
Our website currently shows over 15,000 products and we're constantly adding to this number.
If you can't find what you're looking for online, please contact your local branch for help.
How can I check a product's stock availability?
On each product page you will find a 'Check stock at your local branch' field underneath the price and where you add for collection or delivery. Type in your postcode and click 'Search'.
If a product is not in stock at your local branch, you can now order in for collection and your product will be ready to collect in 1-2 working days. To do this, click 'Add for collection' on a product and type in your postcode. This will show you a list of all of your nearby branches and when the product will be ready to collect from each one.
How do I get a quote?
Just send your local branch an email or give them a call and your local branch will email you a quote with prices.
How do I know which branches have a Bathroom Showroom, City Heating Spares or Renewables 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 sustainable building materials and renewables?
Yes - In fact we're a market leader in energy efficiency products. Please contact your local branch for more information.
You can find the opening hours for your local branch using ourbranch locator.
- Can I have my goods delivered?
- What is the order cut off time to qualify for next day delivery?
- How much do you charge for delivery? Is there a minimum order value?
- Will you deliver my materials exactly where I need them?
- Can I collect my order instead of having it delivered?
- Can I return an item / cancel a delivery?
Can I have my goods delivered?
Yes, we can deliver to your chosen address.
Orders over £50 (ex VAT) are delivered free of charge, orders less than £50 (ex VAT) will incur a £5 (inc VAT) delivery charge.
On selected products we offer a next day delivery courier service direct to any mainland UK address. The order cut off time for this service is 3pm Monday to Thursday and 12pm Friday.
If this service changes we will always try to make you aware on the website prior to placing your order.
Delivery is free on orders over £50 (ex VAT). Orders under £50 (ex VAT) are charged £5 (inc VAT) for delivery. Collection from a branch is free.
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 qualfiies 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 collection.
If an item is in stock in your local branch you can collect your item within 2 working hours (when ordered by 3pm Monday-Friday).
If an item is not currently in stock in your local branch, you can still proceed with collection and it will be ready within 2 working days.
At the checkout we will breakdown your items by when they are available.
Collection is free of charge.
This depends on the product you wish to return or cancel delivery for.
Please call our customer services team on 0330 678 0267.
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.
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 firstname.lastname@example.org, or calling us on 0330 678 0267 with your order number and details of the products you want to return.
We’ll then arrange for the products to be collected by our nominated carrier. Please note that our minimum charge for this collection service is 15% of the order value and may be more depending on your location and product type.
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 and arrange suitable return.
What happens when I've submitted my order?
The order is received and processed by your chosen branch. The branch will send you an SMS and email reminder once it's ready for collection
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 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