How can I contact you?
You can contact us one of the following ways:
Where is my order?
Simply sign into your UK Radiators account here and find the order you want to track under My Orders, your tracking information will be shown here. Alternatively, find your order dispatch email which will have your tracking information.
How long does it take to receive my order?
Delivery times vary depending on the product, its stock status and the brand, which is why we state the delivery time frames on the product pages. Your delivery location will also impact how long it takes for your order to arrive.
|Delivery Location||Product Brand|
|UK Radiators/Lazzarini||Kartell UK/Stelrad||Terma|
|Mainland UK||If you order before 2pm, item(s) will be dispatched the same day on a Next Working Day delivery service - our couriers have advised that deliveries can take 1 to 3 working days.||Once you place you order with us, we place an order with the supplier. They process the order and send the item(s) to our warehouse. Your order will be delivered in 5-7 working days.||Terma products are dispatched to you directly from their warehouse, on the fastest available delivery service. Terma have advised that deliveries can take 1 to 3 working days.|
|Northern Ireland/Highlands/Islands||Your order will be dispatched on the fastest available delivery service, but may be passed to another local 3rd party courier for the last part of the journey - our couriers advise 5-7 working days for deliveries to these areas.||Once you place you order with us, we place an order with the supplier. They process the order and send the item(s) to our warehouse. Once the item(s) have arrived with us, we dispatch them on the fastest available delivery service, but the order may be passed to another local 3rd party courier for the last part of the journey. This can mean delivery can take 10-14 working days.||Terma are currently unable to dispatch items directly to these locations. So in this case, they would send the item(s) to our warehouse and we would dispatch them to you on the fastest available delivery service, but the order may be passed to another local 3rd party courier for the last part of the journey. This means that delivery can take approximately 7 working days.|
|Outside of the UK||Unfortunately, we are currently unable to offer international delivery.|
How much does delivery cost?
If your address is in the UK, delivery is completely free of charge.
Where do you deliver?
We deliver to the whole of the UK and Northern Ireland - including the highlands and islands. We are currently unable to offer international delivery.
Who will deliver my order?
Our 4 main couriers for UK Radiators products are Royal Mail, DPD, APC and Tuffnells. Your courier will depend on the size and weight of the items on your order. For example a pair of valves will be sent to you with Royal Mail, whereas a Column radiator will be sent with Tuffnells. Tracking is provided for all orders dispatched from our warehouse. If you order a Terma product, your item(s) will be coming directly from their warehouse. The couriers they use are Stop Start and Parcelforce and tracking is provided where possible.
Do I need to be in for my delivery?
If your order has been sent with DPD, APC, Tuffnells, Stop Start or Parcelforce you will need to be at the delivery address to check and sign for your order. If you are happy for your order to be left in a safe place then we can request this with the courier, but items are left at your own risk.
If your order has been sent with Royal Mail and is small enough to fit through your letter box (for example, a pair of pipe covers or bleed valves), then you do not need to be in to accept delivery. All of our other accessories are unlikely to fit through a letterbox and therefore its best to be in for the delivery.
Can I choose a specific time or day for my delivery?
If for any reason you would like to delay your delivery, please contact one of the customer service team, as soon as you have placed your order, who will be able to assist you. We are currently unable to request specific delivery time slots with our couriers. Some of our couriers will advise you of a smaller time slot for your delivery, but unless otherwise stated, deliveries can take place any time between 8am and 6pm.
Can I upgrade my delivery?
Once dispatched your order is sent on a next working day delivery service, this is the fastest available service and so we are unable to upgrade your delivery any further.
Checking your items
As with any deliveries made by couriers, parcels go through multiple transfers at various depots. This can lead to the occasional damaged item and so we ask that when you receive your order, you inspect the packaging before signing and note any damage when signing for it.
What do I do if my order has arrived damaged/faulty?
If your item is faulty or damaged all we ask is that you send us a photo of the problem for our records (to email@example.com). We will then collect the item free of charge (or ask you to dispose of it) and replace it or refund you in full. Please note: We cannot accept returns for damaged items if they have been used or fitted in any way, except for by prior arrangement with ourselves.
Can I send orders to a different address?
As long as your billing address matches what's registered against your payment method, you can change the shipping address to a different address. However, this can only be done when placing the order. We are unable to change the delivery address after the order has been placed and dispatched, in this instance the order would need to be cancelled and refunded and a new order placed with the correct delivery address.
Returns & Refunds
What is your Returns Policy?
It is of high importance to us that you are more than happy with your purchase and the service that you receive from UK Radiators. Therefore, to give you added peace of mind when making your purchase, in addition to our 100% Money Back Guarantee and outstanding product guarantees, all of our products are covered by our Limitless, free returns policy. If you wish to return an item (for reasons other than damage or faults), you may do so free of charge provided that it is returned in the original packaging and has not been fitted or used in any way.
How do I return my order?
To return your item, you can contact our customer service team in one of the following ways:
Have you received my returned item(s)?
Once you have arranged a return with us, it can take up to 7 working days for your item(s) to be returned back to our warehouse and processed by the returns team. Once the return has been processed, the accounts department will be notified and your refund (if required) will be processed.
Can I return an item for an exchange instead of a refund?
We are currently unable to exchange items. You can of course return your unwanted item (provided that it is returned in the original packaging and has not been fitted or used in any way) for a full refund. A new order would then need to be placed for the desired alternative item.
I've paid with Klarna - how do returns work?
We will process your refund in 1 working day on our system, this will notify Klarna against your order. Klarna states that once notified, they will process your refund in 5-7 working days. The refund process is slightly different depending on your Klarna payment schedule, you can read more about this on the Klarna website.
When will I receive my refund?
Once notified by the warehouse team, you will receive an email to let you know that the request has been passed to the account department and your refund will be processed within 1 working day. The team will let you know once this has been done, processing times can vary depending on the payment method that you used, but it should be no longer than 5 working days before the funds appear in your account.
What should I do if my refund is incorrect?
We are very sorry if we've made a mistake with your refund. Please get in contact with the customer service team either by email (firstname.lastname@example.org), phone (0333 006 8227) or live chat. Please have your order number to hand so that we can rectify this as quickly as possible.
Can I change my order?
Our team will always try to amend orders where possible. We are however, unable to swap/exchange items of different prices and amend orders that have already been dispatched. Please contact us to discuss your amendments further.
Can I cancel my order once it has been placed?
Of course! If your order is yet to be dispatched it can be easily cancelled and refunded. If your order has already been dispatched then the customer service team will need to contact the courier and get the order returned to us, once it arrives back at our warehouse your refund can then be processed.
I've placed an order but am not sure if it's gone through
If your order has gone through, you will receive an order confirmation email from us. If you do not receive this email but the transaction is showing on your payment account or you don't want to risk placing the order again, please contact the customer service team who will be able to check on our system and advise.
How can I see what my last order was?
If you have an account with us you should be able to view the details of your previous orders in My Account > My Orders. If you didn't have an account with us when you placed your first order, then we automatically created one for you! You will have received an email confirming this with instructions on how to log in and set up a password. You can do this at any point and will be able to see your previous order(s) under My Account. If you cannot see your orders here or you are having issues accessing your account, you can contact the team and they will be able to assist you.
Can you give me a quote?
Our website is designed for you to be able to create your own quote by adding products to your basket (you don't need to proceed through the checkout until you're ready). If you are looking for a bespoke item from one of our suppliers, or a large trade order then the customer service team will be able to create a quote for you.
Do you have a showroom?
Unfortunately, we don't currently have a showroom. However, the team may be able to provide further images of products or you can check out our Instagram page for some customer photos!
Do you have a brochure?
Our website is our brochure, you will be able to find everything you need on here and if not, the team are on hand to answer any question you may have.
Products & Stock
How do I know which radiator I need?
Every home and human are different, which is why we try to offer as much variety as possible - without sacrificing quality! If you're not sure which radiator(s) is best for your home, use our Room Heating Calculator to work out the heat requirement for your room, we'll even suggest some suitable options for you!
How do I know which valves I need?
This depends on two things. Where the connections are on the radiator (bottom or side), and where the pipes are coming from.
For side entry radiators:
- Pipes coming up from floor = angled valves.
- Pipes coming out from wall = corner valves.
- Pipes coming straight from side = straight valves.
For bottom entry radiators:
- Pipes coming up from floor = straight valves.
- Pipes coming out from wall = angled valves or corner valves depending on style preference. With Angled the head will stick straight out, with corner the head will tuck under the radiator.
- Pipes coming straight from side = angled valves.
Where can I find information about my boiler’s delta heat output?
The heat output of the radiator is the most important purchasing consideration, but it's also the most complicated because the output value of the radiator is largely controlled by your home's heating systems. You can find details about your boiler by going to the manufacturers website or reading the manual provided with the boiler. However, your gas engineer is the one who will have configured the boiler to its flow temperature (which impacts the delta heat output). The delta heat output calculation of a radiator is:
(System Flow Temperature + System Return Temperature) / 2 - Room Temperature (20°C).
Flow 75°C + Return 65°C = 140°C / 2 = 70°C - Room 20°C = Delta T(Δ)50.
Do you need to know the delta heat output in order to purchase a radiator?
Yes, but you don't need to contact the boiler manufacturer or the gas engineer to know which delta to purchase your radiator by, because we've broken it down into 3 easy groups:
- Delta T (Δ) 70: Gas boilers installed before 2005 / Oil boilers installed before 2007.
- Delta T (Δ) 50: Gas boilers installed after 2005 / Oil boilers installed after 2007.
- Delta T (Δ) 30: If you have a low temperature system e.g. heat pumps.
How will my order be processed if some of the items are not available?
If you add both in stock and out of stock items to your basket on the website, you will see this is automatically split into different deliveries. For example "Delivery 1 of 2: 1-3 working days" and "Delivery 2 of 2: available from:". Our system does this with your order automatically and so all in stock items are dispatched the same working day (if your order is placed before 2pm and the delivery time is 1-3 working days). The out of stock items are then placed on back order for dispatch once the stock arrives with us. You will be kept updated of any changes to the items ETA by the customer service team.
How do I know if an item is in stock?
All stock status' are displayed on the product page (just above the Add to basket button) along with the delivery time frame, this will look something like "In Stock" or "ONLY 3 LEFT IN STOCK" or "Out of stock" depending on the stock levels on that particular product. We are always looking for ways to seek efficiency here at UK Radiators, which is why the majority of our products are updated via live stock feeds. These feeds update either every 15 minutes or every day, so you can be pretty sure that the stock status you are seeing is accurate. Occasionally the stock status shown on the website can be wrong, if this is the case and you have already placed your order, one of the team will be in touch to let you know. Alternatively, if you want to double check before you place an order, the customer service team will be able to see the in time stock levels of our warehouse or contact the 3rd party supplier for a stock update and let you know.
Will you be getting more stock?
At UK Radiators, we've spent a lot of time refining our catalog of products and so, it is rare that we discontinue items. We always aim to show you the "Available From" date on the product page so you know when our next lot of stock is due. However, if your desired item is showing as "Out of Stock" please contact one of the customer service team who may be able to provide an ETA.
Payment, Promos & Price Matching
What Payment types do you accept?
We accept all the usual payment types including Visa, Mastercard, AMEX, PayPal and Klarna. Our checkout is completely secure.
Can I place an order over the phone?
If your order is under £250 and your billing and shipping address are the same, the team are able to take your order over the phone.
Do you offer an NHS discount?
Yes we do! Simply do one of the following:
- Use your @nhs.net, @nhs.scot or @nhs.uk email address to create an account with us. Then, your discount will be automatically applied at the checkout.
- If you don't have an @nhs email address and are a blue light cardholder, send an email to email@example.com with a picture of the card and the email address that you would like to place the order with. The team will then add you to our list of wonderful key workers and your discount will be automatically applied at checkout.
Do you offer a discount for a multiple item order?
We offer multi-buy discounts on our valves and accessories and we have trade accounts available with a 12.5% discount for all trades from plumbers to interior designers.
Do you price match?
We are constantly reviewing our prices to make them as competitive as possible, while also offering multibuy, NHS and Trade discounts. For these reasons we don't offer price matching.
Will VAT be deducted from my order?
Orders to areas outside the UK VAT area will not include VAT, but may be subject to additional taxes such as import duty or local sales taxes. It is the responsibility of the customer to ensure any import duty or local sales taxes are paid. All UK VAT area orders are inclusive of VAT, as shown at the checkout. If you require an invoice for your order, you can find this in My Account > My Orders > View Order > Invoices.