Shipping policy

Delivery & Collection

Please note that delivery timetables are best estimates, and may be subject to change as due to seasonality, weather and other non-specified factors. All prices include VAT. For orders containing multiple items, you will be charged one fee based on the collective weight of your order, unless you specifically request specialist delivery arrangements.

Our deliveries are usually handled by Royal Mail, UPS or on larger orders, one of our pallet courier partners. Once collected from our dispatch warehouse, all orders are the responsibility of those drivers and staff. We are unfortunately unable to give any special delivery instructions to drivers e.g. leaving products with neighbours or in sheds. Nor are we responsible for any delays the couriers or delivery companies experience. In instances where goods go missing, we have to allow 30 days in order for us to be able to successfully claim from the carrier.

When your order arrives at your address, you will be given the opportunity to check and sign for the products. During delivery, we recommend a visual inspection of your order on arrival for any obvious damages, and to ensure that all products ordered are present. You are not expected to check every item before signing for the delivery.

Once you receive your items, please do not store them away for later inspection, as if any goods received are damaged, faulty or incomplete, you must notify us within 48 hours of delivery via email or telephone, quoting your ORD number for reference. Please open each box and check thoroughly for damages. If we are notified within the given time frame, we will then organise a replacement and collection. In any situations in which customers have adhered to terms and conditions, yet have received goods that are incorrectly supplied or damaged in transit, Victorian Plumbing will replace goods free of charge. Please note that in some cases, a courier will refuse to collect and we will be unable to organise a collection, for example in the case of broken glass or pottery.

Upon signing, responsibility for these products passes on to you, and any risk of damage or loss is assumed by the purchaser. We are not responsible for any goods received or unpacked by anyone other than the purchaser, so please ensure that person is present to check and sign for the goods at the supplied delivery address.

Please do not fit any damaged goods, as we will be unable to replace or refund damaged items which have been installed. If you find your goods are damaged, please get in touch with us and we'll do our best to help.

All damaged goods, wherever possible, must be returned in their original packaging. For international buyers, we cannot be responsible for any postage cost if the item is found to be faulty or damaged. In instances of international orders, product guarantees which depend on British manufacturing standards or assume the end user has a British Standard water system are no longer applicable.

Please be aware that we cannot be held responsible for any loss or damage incurred due to errors made by the purchaser during checkout, for example entering incorrect address details, so please ensure all information is correct before processing your order.

If you fail to take delivery on the date agreed, then we reserve the right to charge for any subsequent deliveries.

We advise against booking any installers, or engaging in preparatory work until full receipt and inspection of your goods, and will not be liable for any tradesperson costs, consequential loss or compensation in any way. Delivery timescales are given as estimates in good faith, but cannot be taken as precise or exact information.

We will not liable for any plumbers costs, consequential loss or compensation in any way.

Our out of stock items are listed with an estimated timescale. These are dates estimated by our suppliers, and are subject to change. We will confirm when an item is back in stock via either telephone or email, and then action can be made for your chosen delivery method.

If goods are ordered over the weekend or bank holiday, please be aware that the order date is taken as the next available working day for delivery purposes.

When goods are collected from the Victorian Plumbing dispatch warehouse they become the responsibility of the designated courier. We cannot be held responsible for any delay's that the courier experiences.

For standard pallet deliveries, the responsibility of disposing of delivery packaging materials, such as pallets lies with the customer, though we do have additional delivery upgrades where pallets can be disposed of as part of the delivery service.