Taps And Sinks Online

Shipping / Returns

We ship from Ireland.

Please see ‘How long will it take once dispatched’ section below for details depending on which way your order is being shipped i.e Post or Courier.

Where do we Ship to ?

We ship to Mainland England, Scotland, Wales, NI and ROI.
We do not ship to any Isles or to the Channel Islands.

Shipping Costs

Your full shipping charge will be clearly shown before you complete (pay) for your Order.
We have put the estimated shipping costs at the end of every product.  It can vary depending on number of items you order but the full shipping charge is on your order BEFORE you complete it so your full shipping charge will be clearly shown before you complete (pay) for your Order.

Post (Not trackable) is cheaper than DPD but will take longer and the shipping times are completely outside of our control but take far longer via Royal Mail than DPD.

What we Post:

Small, light weight items e.g ems: Screws, O Ring Kits, Aerators & Bushes 3409R / 3408R for  (Minimum £3).

We can NOT post larger Bushes, Valves, Handles etc. As we ship from Ireland these items cannot go through Airport Scanners (they get mistaken for Batteries which is a prohibited item). They must go by Sea.

We have put the estimated shipping costs at the end of every product.  It can vary depending on number of items you order. The maximum shipping charge is £5.50.   Your full shipping charge will be clearly shown before you complete (pay) for your Order.

We have made the assumption that you have a Post Box.  If in the unusual event that you do not have a Post Box / Letter Box, you must notify us of this.  We expect that for this unusual situation, as we do state that smaller items will be posted, that you would notify us separately by email prior to your Order being dispatched, or note this in the Shipping Comment Box which is presented to  you at the Checkout Stage.

If you have any queries about the cost of shipping, please email us at sales@tapsandsinksonline.co.uk and we will let you know before you purchase.

Why not Post items like Handles ? Unfortunately the cost and length of time it takes now to post an item from Ireland has increased dramatically post Brexit (due to increased Customs processes which have knock on effect on shipping times, plus Cost of Living costs. Every item posted (even tiny items like grub screws) now require a customs declaration form post Brexit. Where your item defaults to DPD rather than Post that means that is is AS CHEAP to ship by DPD AND will arrive quicker.

How do I track my Order ?

ROI  / NI :

By Post: This is not Trackable.   In order to reduce your shipping costs we ship smaller items by An Post.

Fastways Couriers :  This is trackable.  We can provide a Tracking number the next business (working) day after the goods are shipped.  Please contact us if you require it.   Please email us at  sales@tapsandsinksonline.co.uk 

GB :

By Post: This is not Trackable.   In order to reduce your shipping costs, based on customer feedback, we ship smaller items by An Post.

DPD :  This is trackable.  We can provide a Tracking number the next business (working) day after the goods are shipped.  Please contact us if you require it.   Please email us at  sales@tapsandsinksonline.co.uk 

GB Customer: Shipping Costs post Brexit – no extra costs if Order less than £135

Shipping Costs post Brexit – no extra costs if Order less than £135.  Provided your total Order is under £135, then there will be no additional charges on delivery e.g. No Import charges and no other hidden costs. We remind you at the checkout stage that to avoid any additional costs, please ensure your total order is under £135.
If you haven’t submitted an order, you may clear the items (or change the quantity) in your shopping basket at any time by clicking the ‘minus’ button next to the product you do not wish to purchase in your shopping basket and then ‘Update Cart’, or you can remove the product from the cart by using ‘x’ icon on the left of the product in your shopping cart.

Wrong delivery address supplied to us by customer?

Where you have supplied an invalid shipping address and as a result the Courier is unable to deliver the goods, they Courier will return these goods back to Ireland via their network.

Once the goods are back in our warehouse we will refund the cost of the order less the original shipping charge and less any charge billed to us by the courier in returning the goods back to our depot. This second charge is outside of our control as DPD will charge for goods to be shipped via their network and these goods will have to be labelled and processed and cleared back through customs. We handle all the customs data ourselves for the outbound shipment.

if you wish us to reship you will have to re-order the goods again including paying a second shipping charge.  This is because every shipment label is created based on the data provided by the customer at time of placing the order.

 

  • We know in general, that due to the higher volume of online goods now being shipped as a result of the pandemic, shipping everywhere is taking longer.  This is outside of our control.   Legally we are not obliged to reship any goods that have not arrived until 30 days has past.  However, we always deal with any missing order before this date in practice. Where for some reason non deliver has occurred, we offer to reship or refund.
  • The delivery period stated with in which you will receive your order is approximate.
  • Goods will be sent to the address given by you in your order.
  • Where you have supplied an invalid shipping address and the goods are returned to us by DPD, then if you wish us to reship you will have to pay a second shipping charge.
  • If you are ordering more than one item, your goods may be sent to you in instalments if certain items are out of stock or have a longer lead-time. We will notify you in advance if this is the case.
  • There will be no additional shipping charge for items sent in instalments.

ROI / NI : An Post : We ship very small, light, low value items by Post to reduce the Shipping Charge paid by our Customers. As reflected in the low cost of item being sent by Post, it is not Trackable or Traceable. Due to volume of items currently being sent by Post , items are taking longer than normal.  This is outside of our Control.   

Fastways Couriers : Please allow approx 2 working days.  NI, depending on where, might take a little longer.

The Irish Consumers Association also gives a comprehensive guide to consumers rights when shopping online and can be found here.

GB Customers :
An Post (Irish Postal System)
: We ship very small, light, low value items by An Post to reduce the Shipping Charge paid by our Customers. As reflected in the low cost of item being sent by Post, it is not Trackable or Traceable. There is no ‘First Class’ Post option like within Royal Mail. Due to volume of items currently being sent by Post, items are taking longer than normal.  This is outside of our Control.   We are currently noticing that the rate of delivery varies greatly day by day. We would advise customers to allow 7-10 working days. We will not resend any order posted until 10 working days have passed.

For DPD Couriers : Please allow approx 7-8 Days post Dispatch.  While we provide all the customs information to ensure that your order clears customs quickly, we have no control as to how long they will take to clear GB customs.   We have experienced delays due to customs taking longer to process orders.  This is as a result of Brexit and is outside of our control.  Time frames have improved but we are still advising to allow at least one week from dispatch date for your order to arrive.  It can sometimes take up to two weeks for goods to arrive due to random , erratic, delays clearing goods in Great Britain Customs.

If DPD Automated Shipping System rejects your address? we will contact you in case there is an error in the Shipping Details. However, if it transpires that DPD are not recognising the address e.g. because it is a new address, then we cannot ship using a ‘near by’ address or a ‘near by’ postal code. You must either provide us with an alternative shipping address or we will have to cancel and refund your order.

Peak Season & Brexit & Covid-19:

  • Pandemic / Covid – 19.  We know in general, that due to the higher volume of online goods now being shipped as a result of the pandemic, shipping everywhere is taking longer.  This is outside of our control.   We will not reship any goods that have not arrived until 30 days has past.  In which case, if the customer wants a full refund due to non-delivery, we will refund.
  • During the peak season before Christmas and New Year, there could be a delay and the delivery may take extra working days to be completed.
  • Adverse Weather Conditions:
    During adverse weather conditions e.g Storms, then shipping might have to be suspended temporarily or is delayed. These are conditions of which we have no control over. We will provide tracking information on request.

The Citizens Advice Organisation also gives a comprehensive guide to consumers rights when shopping online and can be found here.

What is your returns policy if I don't like the goods that I have received ?

14 Day approval (extended to 28 days for any orders during December to allow for the Christmas Period and for Covid-19.
We have a no quibbles return policy as we want our customer to be 100% satisfied with our products.

If, for whatever reason you change your mind about our product, then once it is returned to us complete, unused and in the original packaging, within 14 days of receipt (temporarily increased to 28 days currently), then we will happily refund you the full cost of your purchase excluding the cost of dispatching the item to you or the cost of you returning it to us.

Who pays the cost of Returning the Goods?

You have to pay the costs of returning the goods if the return is due to a change of mind / unwanted goods. The cost of returns can vary depending on the size of the item purchased, the carrier you use to return the goods, the value and the size. See below for more detail depending on whether you are based in ROI, NI or GB.
It can range from as low as €1.80 uninsured for a small spare part to returning the item track and trace signed can start at c. £8.70. If returning a high value item e.g. Spout, Tap or Sink we would always recommend that Customers think very carefully before purchasing a high value item. Sinks or Taps can be expensive to return so we would not recommend purchasing either if there is any possibility of this item being returned for ‘change of mind’ reasons. We are happy to answer any additional queries that a Customer might have prior to purchasing a high value product, including dimensions of outer box, and weight (as we are about any item on our website) as it is costly to return these items. They are not the kind of item that should be purchased in haste. In addition the following websites also provide detailed costs of returns such has Royal Mail Price Finder, Parcel Force for heavier goods and An Post. For GB Customers Ireland is Zone 5.

Where the wrong item has been sent or the item is proven to be faulty, then we will either refund you in full if you provide proof to us e.g picture etc OR we will reimburse you for returning the goods to us.

ROI / NI returning an order

Please email us before sending back your Order because we will send you an email giving you all the details. Always quote your Order Number.
Please just make sure to quote your order number (or include the original packing note) with your return. Once we receive your items we will issue a full refund back to the same method you used to pay for it.  Please note that if you have selected the Stripe Credit Card option at the checkout, it does take longer to appear back on your Credit Card.  This is not down to us, this is down to Stripe.

Taps and Sinks Online Limited
Mullinabro Business Centre
Mullinabro
Ferrybank
Waterford
Republic of Ireland
X91 Y52P

***PLEASE NOTE*** You must use the above Returns Address for Republic of Ireland, as that is where we process them.

When returning a product, we ask that the products are unused, undamaged and are in all their original packaging, (if you have unpacked your order please make sure to re-package the same way – remembering to package all parts separately – to limit any damage to item if it is being returned).

Please note: If products are returned damaged or have any missing parts, and not in a saleable condition we cannot offer any refund.

GB Customer returning an order

Please email us before sending back your Order. We will then send you an email giving you all the details. Always quote your Order Number. As per our Terms and Conditions on our website  you can return any unused items within 28 days to the address below. Please just make sure to quote your order number (or include the original packing note) with your return. Once we receive your items we will issue a full refund back to the same method you used to pay for it.  Please note that if you have selected the Stripe Credit Card option at the checkout, it does take longer to appear back on your Credit Card.  This is not down to us, this is down to Stripe.

There is added paperwork in returning your Order to us.
November 2021 : Royal Mail ‘CLICK AND DROP’ Option

See Separate Section below regarding this new option.

Customs Forms where we have a link to Royal Mail to make this process even easier for you.
As per our Terms and Conditions on our website  you can return any unused items within 28 days to the address below. Please just make sure to quote your order number (or include the original packing note) with your return. Once we receive your items we will issue a full refund back to the same method you used to pay for it.  Please note that if you have selected the Stripe Credit Card option at the checkout, it does take longer to appear back on your Credit Card.  This is not down to us, this is down to Stripe.

Taps and Sinks Online Limited
Mullinabro Business Centre
Mullinabro
Ferrybank
Waterford
Republic of Ireland
X91 Y52P

When returning a product, we ask that the products are unused, undamaged and are in all their original packaging, (if you have unpacked your order please make sure to re-package the same way – remembering to package all parts separately – to limit any damage to item if it is being returned).

Please note: If products are returned damaged or have any missing parts, and not in a saleable condition we cannot offer any refund.

ROYAL MAIL CLICK AND DROP - GB Returns to Ireland

For returns now post Brexit: Send with Click & Drop

Your local Royal Mail Post Office® has partnered up with Ireland An Post to make this easier using a CLICK AND DROP SYSTEM (link below). The Royal Mail system will generate the electronic customs data which is now required when sending to Ireland.

What customs information is needed when sending to Ireland?

 

  • A valid HS/TARIC Code – Here are the codes
    • Tap Spare Part: 848190
    • Sink Spare Part: 732399
  • A valid description of what’s being sent
    • Kitchen Tap Spare Part
    • Kitchen Sink Spare Part
  • The item’s country of origin
    • Tap Spare Part = Country of Origin: 380 (Italy)
    • Sink Spare Part = Country of Origin: 826 (GB)
  • The item’s value (this is the Goods only, not the shipping cost)
  • Details of postage, insurance and freight paid
  • The sender’s name and address
  • The package or parcel’s weight
  • The addressee’s name and address
    • Taps and Sinks Online Limited
      Mullinabro Business Centre
      Mullinabro
      Ferrybank
      Waterford
      Republic of Ireland
      X91 Y52P

 

Send with Click & Drop

Here is the link to the Royal Mail Click and Drop

TERMS AND CONDITIONS OF RETURNS

Standard terms and conditions apply to any Return and you can find all our Returns information here.
As per our Terms and Conditions on our website (which you will find here https://www.tapsandsinksonline.co.uk/terms-and-conditions/ ) you can return any unused items within 28 days. Please just make sure to quote your order number (or include the original packing note) with your return. Once we receive your items we will issue a full refund back to the same method you used to pay for it.
When returning products, please ensure that they are unused, undamaged and in all of their original packaging. If you have unpacked your order, please make sure to re-package it in the same way. Pack all parts separately to limit possible damage to items being returned. Please note: If products are returned damaged or have parts missing, and therefore not in a saleable condition, we cannot offer any refund.

GB Customs & Returns

As per our Terms and Conditions on our website (which you will find here ) you can return any unused items within 28 days to the address below. Please just make sure to quote your order number (or include the original packing note) with your return. Once we receive your items we will issue a full refund back to the same method you used to pay for it.
Taps and Sinks Online Limited
Mullinabro Business Centre
Mullinabro
Ferrybank
Waterford
Republic of Ireland
X91 Y52P
***PLEASE NOTE*** You must use the above Returns Address for Republic of Ireland, as that is where we process them.
When returning products, please ensure that they are unused, undamaged and in all of their original packaging. If you have unpacked your order, please make sure to re-package it in the same way. Pack all parts separately to limit possible damage to items being returned.
Please note: If products are returned damaged or have parts missing, and therefore not in a saleable condition, we cannot offer any refund.

For returns now post Brexit : You are returning Goods to Ireland e.g. EU from Great Britain (GB) . As GB is outside of the EU post Brexit you will have to complete a Customs Declaration form. This might seem complicated but it is actually very simple provided that you just follow these simple steps below correctly.
Your local Post Office® has these or you can use the Royal Mail online service which has a very helpful section including a step by step guide and you can also print off the Customs Declaration Form there as well. You will find the link here. but before clicking on the link, we recommend that you read the following

1. There should be no customs charge returning these goods if the form is completed correctly as we have already paid VAT ON IMPORT to HMRC
2. We recommend taking a picture of the customs form on your parcel so that if there are issues we can see what was done in order to assist you.
3. CUSTOMS FORM TO USE
a. Cn22A = For International Tracked, International Tracked and Signed & International Signed services, you can print and complete form CN22A from the Royal Mail online service – you can download from Royal Mail above OR obtain in local post office
b. CN22B = International Economy or International Standard post You can NOT download this. You will need Customs Form CN22B , which you can ONLY get in your local Post Office® as each one has unique Bar Codes on each form.
4. Please ensure / explain to Post Office person that this is a RETURN i.e. VAT on import has already been paid on these goods when they were shipped from Ireland and you have to complete the form in such a way as to avoid any customs charges arising when goods re-enter the Republic of Ireland. PLEASE NOTE ON THE FORM , WHERE YOU DESCRIBE THE GOODS, THAT THIS IS A RETURN , AS WELL AS TICKING THE ‘RETURN’ BOX.
5. Our returns address
Taps and Sinks Online Limited
Mullinabro Business Centre
Mullinabro
Ferrybank
Waterford
Republic of Ireland
X91 Y52P
6. Filling out either Form :
a. Tick ‘Returned Goods’ box please (this is VERY IMPORTANT )
b. HS Code and Country of Origin
Tap Spare Part : HS Code = 8481900090 Country of Origin : 380 (e.g. write 8481900090 / IT (380)
Sink Spare Part : HS Code 7324900090 Country of Origin : 826 (e.g. write 7324900090 / GB (826)

Here IS A sample form CN22 for returning one Tap Part, and so, in the HS Code and item origin we have put in 8481900090 /380. If it was a sink part, e.g. a plug , it would be 7324900090 / 826

CN22 Example from Returns email 1

Here below is the e link to the Royal Mail guide is below & we have also copied it here too below
Royal Mail Guide link Help with customs and sending items abroad (royalmail.com)
Do I need to fill out a customs form?
Yes, if you’re sending goods (including gifts) to a country outside the UK. Except when sending items from Northern Ireland to the EU, where no customs declarations are required for sending gifts or goods.
You will need to complete customs declarations form (CN22 or CN23) for gifts and goods sent abroad. Items sent without a customs declaration (CN22 or CN23) or an incorrectly or partially completed declaration may be delayed or returned to sender.
How do I fill out a customs declaration form?
For items with a value up to £270 use the following customs declarations. Please use the correct form for the service you are purchasing.
• For use on our International Tracked, International Tracked and Signed & International Signed services, you can print and complete form CN22A .
• For use on our International Standard and International Economy services, use form CN22B . Please DO NOT print and complete the example here, obtain the form with a unique barcode from your local Post Office®.
For items with a value over £270 use customs declaration form CN23 .
The best method is to use our customs friendly Click & Drop online shop at send.royalmail.com. This will allow you to buy and print compliant address and customs labels. If you are a business you can also set up an account and link it to your marketplace or website.
You can also get these forms from any Post Office® branch.
If you are sending items using International Standard or International Economy and intend to purchase postage at a Post Office® branch, please get your CN22 at the same time as it will include a unique barcode.
To accelerate customs clearance, you must complete all applicable fields, writing in English, French or in the language of the destination country. Following these instructions will lower the chance of the item being delayed or returned. This can be completed electronically using Click & Drop at send.royalmail.com.
1. Guidance on completing the customs declaration.
If completing customs declaration manually please use BLOCK CAPITALS
o Select the nature of goods for the contents, i.e. Sales of Goods, Returned Goods etc
o Describe each item accurately e.g. ‘Men’s cotton shirt’. Generic descriptions such as ‘clothes’, stock numbers, or print/design descriptions are not acceptable.
o For each item type (commodity) described, provide the total quantity, weight and value. Write the currency if it is anything other than GBP, for example CHF for Swiss Francs.
o The overall totals should be added in the boxes.
o Sign and date the form. This confirms your liability for the item in terms of the contents of the parcel.
2. Write your name and address on the CN22 if there’s an allocated space for it, otherwise it should be written on the top left corner of your package. This is required by overseas customs authorities and will help us to return your item if they won’t allow it into their country.
3. Fix the form to the outside of your package. If you’re using form CN23, use the plastic wallet available from Post Office® branches.

Click on the image below to see an example of a completed CN22A form.
For use on our International Tracked, International Tracked and Signed & International Signed services
ROYAL MAIL CN22A personal how to complete a cn22a on tracked services 1240x698 0
Click on the image below to see an example of a completed CN22B form (with barcode).
For use on our International Standard and International Economy services
ROYAL MAIL CN22b personal how to complete a cn22B via our untracked services 1240x698 0

When will my Order be dispatched ?

Orders are only dispatched Monday to Friday (other than Bank Holidays). Our Cut-off time to ensure dispatch same working day is 2pm. Where an order is received after 2pm Monday to Friday then it might not be dispatched until the following working day. No orders are dispatched Saturday or Sunday or Bank Holidays (Republic of Ireland Bank Holidays apply here as our warehouse is based in the Republic of Ireland). There might be additional delays where DPD do not work UK Bank Holidays.

If you have any queries about the cost of shipping, please email us at sales@tapsandsinksonline.co.uk and we will let you know before you purchase.

While our website takes orders 24 hours per day, 7 days a week, goods are only dispatched on working days i.e. Monday to Friday. Orders received by Noon on a working day are usually dispatched on that day. Orders received after Noon might not be dispatched until the following working day.

If you have placed an order on our system and you have not received a confirmation email, please check your Spam / Junk mail folders (especially if you are using a Hotmail Account).

 

When will my goods be dispatched if order over a Bank Holiday Weekend ?

Any orders received after 2pm Friday of a Bank Holiday Week-end (see Republic of Ireland Bank holidays as our warehouse is based there) will be dispatched the following Tuesday although there is a possibility that goods ordered between 2pm – 4pm on a Friday might still be dispatched same day.

 

When will my goods be dispatched if I order before or during the Christmas Holidays ?

Our store re-opens January 3rd 2023.
CHRISTMAS SHIPPING TIMES – EXPECT SOME DELAYS
Please note that while we are shipping as quickly as normal (usually if your order is placed by lunch time it will be dispatched same day, and if later, the next working day) but all Shippers are currently experiencing delayas across all networks due to unprecedented volumes of online shipping / parcels etc being sent this Christmas. This is outside of our Control. We have put a banner (red) across every page of our website (December 8th) advising all our customers of these delays, and also reminders on your shopping cart before your order is placed so that you will allow for this before you place your Order.
Last Date for Shipping 2022 is December 22nd and Shipping will resume January 3rd,  2023

Any orders received by 2pm Wednesday 21st December will be dispatched same day. We cannot guarantee that any orders placed this close to Christmas will arrive before Christmas Day.
Normal shipping resumes January 3rd 2023.

 

I have placed an order on a non-working day.  When will my goods be dispatched ?

While our website takes orders 24 hours per day, 7 days a week, goods are only dispatched on working days i.e. Monday to Friday. Orders received by 2pm are usually dispatched the same working day. Orders received after 2pm on a working day might not be dispatched until the following working day.

How long will it take once Dispatched ?

Note : It is the customer’s responsibility to provide the correct address.  So Please always review your order email to check this as we can correct an address prior to goods being dispatched.

Where you have supplied an invalid shipping address and the goods are returned to us,  then if you wish us to reship you will have to pay a second shipping charge.  If you wish us to refund you, we will not refund this shipping charge because we will have incurred this cost.  

 

  • We know in general, that due to the higher volume of online goods now being shipped as a result of the pandemic, shipping everywhere is taking longer.  This is outside of our control.   Legally we are not obliged to reship any goods that have not arrived until 30 days has past.  However, we always deal with any missing order before this date in practice. Where for some reason non deliver has occurred, we offer to reship or refund.
  • The delivery period stated with in which you will receive your order is approximate.
  • Goods will be sent to the address given by you in your order.
  • Where you have supplied an invalid shipping address and the goods are returned to us by DPD, then if you wish us to reship you will have to pay a second shipping charge.
  • If you are ordering more than one item, your goods may be sent to you in instalments if certain items are out of stock or have a longer lead-time. We will notify you in advance if this is the case.
  • There will be no additional shipping charge for items sent in instalments.

ROI / NI : An Post : We ship very small, light, low value items by Post to reduce the Shipping Charge paid by our Customers. As reflected in the low cost of item being sent by Post, it is not Trackable or Traceable. Due to volume of items currently being sent by Post , items are taking longer than normal.  This is outside of our Control.   

Fastways Couriers : Please allow approx 2 working days.  NI, depending on where, might take a little longer.

The Irish Consumers Association also gives a comprehensive guide to consumers rights when shopping online and can be found here.

GB Customers :
An Post (Irish Postal System)
: We ship very small, light, low value items by An Post to reduce the Shipping Charge paid by our Customers. As reflected in the low cost of item being sent by Post, it is not Trackable or Traceable. There is no ‘First Class’ Post option like within Royal Mail. Due to volume of items currently being sent by Post, items are taking longer than normal.  This is outside of our Control.   We are currently noticing that the rate of delivery varies greatly day by day. We would advise customers to allow 7-10 working days. We will not resend any order posted until 12 working days have passed.

 

Royal Mail and Hacking Incident : Update as of March 6th 2023.  Royal Mail has resumed deliveries as normal but they are still advising that there might be some additional delays.  This is outside of our control.

For DPD Couriers : Please allow approx 3 -5 Days post Dispatch.  While we provide all the customs information to ensure that your order clears customs quickly, we have no control as to how long they will take to clear GB customs.   We have experienced delays due to customs taking longer to process orders.  This is as a result of Brexit and is outside of our control.  Time frames have improved but we are still advising to allow at least one week from dispatch date for your order to arrive.  It can sometimes take up to two weeks for goods to arrive due to random , erratic, delays clearing goods in Great Britain Customs.

If DPD Automated Shipping System rejects your address? we will contact you in case there is an error in the Shipping Details. However, if it transpires that DPD are not recognising the address e.g. because it is a new address, then we cannot ship using a ‘near by’ address or a ‘near by’ postal code. You must either provide us with an alternative shipping address or we will have to cancel and refund your order.

Peak Season & Brexit & Covid-19:

  • Pandemic / Covid – 19.  We know in general, that due to the higher volume of online goods now being shipped as a result of the pandemic, shipping everywhere is taking longer.  This is outside of our control.   We will not reship any goods that have not arrived until 30 days has past.  In which case, if the customer wants a full refund due to non-delivery, we will refund.
  • During the peak season before Christmas and New Year, there could be a delay and the delivery may take extra working days to be completed.
  • Adverse Weather Conditions:
    During adverse weather conditions e.g Storms, then shipping might have to be suspended temporarily or is delayed. These are conditions of which we have no control over. We will provide tracking information on request.

The Citizens Advice Organisation also gives a comprehensive guide to consumers rights when shopping online and can be found here.

What if I am not in when you make a delivery ?

Items sent by standard post: These will just arrive with your normal post as they are not sent by track and trace and no signature is required.

Items sent by  Courier:  While normally a signature would be required, due to the Pandemic most couriers are leaving the goods on a doorstep or putting through a letter box.  We will only ship the item to the address provided by you the customer.

You will receive a text message from DPD if you provided us with a mobile number, and DPD also send an email. Please note , that sometimes emails can end up in the Spam / Junk Mail or Trash box and that is outside of our control. If the DPD courier has been and has not been able to leave your parcel with a neighbour, put through the letter box or in a safe place, he will bring it back to the Depot and try you again tomorrow. All of these details can be managed from the text that you will receive from the DPD courier. Please contact us at sales@tapsandsinksonline.co.uk should you require your Track and Trace number which is only available from our Warehouse during normal office hours Monday to Friday 9.00 – 5.30pm.

Please read carefully our section below on ‘What if the Goods arrive damaged?’

Will I get back postage & packing charges if I cancel my Order ?

Yes, if the goods have not been shipped. No, if you cancel the goods after the goods have been shipped.

We have endeavoured to provide as much information as possible (both pictorially and technically) on every item on our on-line shop. If the item is going to be expensive to return e.g. if a large item or a valuable item, then we would strongly recommend that you are sure that you want the item prior to purchasing it to avoid unnecessary expensive return costs. See below under ‘returns’ for costs of returns to us.

Also please email sales@tapsandsinksonline.co.uk if you require further information before purchasing from us so that there should be no reason why you would cancel the order before it has been shipped.

How long will it take to process the refund ?

We will give you a refund within 14 days of receipt of your cancellation or notification of returning the goods, but we can delay refunding you if We haven’t received the goods or evidence that you’ve returned them.

Where an order has been cancelled before it was shipped, you will receive 100% refund (unless the goods were a special order by you of an item that we do not normally stock and we obtained it specially for you.
If a refund is due based on goods being returned due to change of mind unwanted, then the original shipping charges to you will not be refunded as these have been incurred by us in shipping the product to you.

What is your Exchanges Procedure ?

Due the cost of shipping, we do not Swop or Exchange products where we have dispatched the correct product as per your Order. Where you have changed your mind or wish to order a different product instead, then you will need to order this product and return the unwanted product as per our Returns procedure outlined here.

This does not apply where the wrong goods have been shipped or have arrived damaged. Where an exchange is not possible e.g. the goods are no longer available, then a full refund will be made instead.

What if the goods are faulty or arrive damaged ?

If you return an item to us which is faulty, which you did not order or for any other reason which is our fault, please contact us by email at sales@tapsandsinksonline.co.uk to inform us and we will arrange a refund or replacement. You should outline exactly what you purchased, when you purchased it and the reason you are returning it.

All goods are checked leaving the warehouse. In the unlikely event that goods arrive damaged, then they have been damaged ‘in-transit’. Please contact us by email at sales@tapsandsinksonline.co.uk to inform us within 48 hours of delivery and we will arrange a refund or replacement. You may be asked to send pictures of damages.

Where goods arrive damaged by Standard Post:
Please notify us within 48 hours at sales@tapsandsinksonline.co.uk

Where goods arrive damaged by Courier:
If is immediately apparent that the goods have been damaged in transit e.g. a hole in the box and the item appears to be damaged, then the easiest way to handle this is to refuse delivery. If you have accepted delivery then please check the item once the courier has departed and if the item has been damaged then please notify us customercare@tapsandsinksonline.co.uk within 48 hours. If possible you should also attach any photographic evidence of damage as well. We will send you out a replacement product free of any delivery charges on the next working day or offer you a full refund (if you so wish). Where a replacement product is no longer available we will issue you with a refund immediately once we have photographic evidence of damage. Please be sure to email us within 48 hours notifying us of this at sales@tapsandsinksonline.co.uk

None of the above affects your statutory rights.

What if I have a dispute with you?

We proactively engage with all our customers to ensure that there is no need for any dispute to arise with a customer. We have a no quibbles warranty. Our Customers are the lifeline of our business and therefore it is to our advantage, as much as our customers, to ensure that every engagement with our company is positive.

However, to reassure any customer that does not have experience of dealing with us e.g a first time buyer, here are the options :
If you paid by Credit Card or Debit Card

Section 75 applies only to credit cards and not to debit cards or charge cards (where all charges must be settled at the end of the month).

If you use a debit card, it’s possible that you may be able to use chargeback instead to get some or all of your money back (for chargeback, you would contact your own Bank).

If you bought your item on a credit card, you may be protected by Section 75 of the Consumer Credit Act.
This means you can claim against your credit card company to get your money back for items that cost more than £100 but not more than £30,000.

If you used your debit card, or the item cost under £100 and you paid by credit card, you may be able to use chargeback to recoup the cost.

Privacy: Billing, Shipping details, Mobile Number and Bank Details

Privacy

tapsandsinksonline.co.uk will not pass on your personal, credit or debit card details to any third party.  We only ask for your mobile number for the express purpose of providing it to the Courier to facilitate easier / quicker delivery. Since April 2019 DPD have stated that they will require your Mobile number and email address to contact you regarding impending delivery. We do nothing else with this information.  If you provide a landline then the courier will not be able to text you.

We will never ask for personal details via email. If you receive an unsolicited email asking you for your tapsandsinksonline.co.uk log in details, please contact our Customer Service

We do not have access to your Bank Account details.  You pay by card to Stripe.  They just notify us that payment has been received.  This is why, when customers ask us to add to their order we are unable to do this.  We do not see your Card details.

0

Your Cart