Taps And Sinks Online

Shipping / Returns

We ship from Ireland.

This means that if you are living in Great Britain, your order is now taking longer to arrive (whether by Post or by DPD). Please see ‘How long will it take once dispatched’ section below for details depending on which way your order is being shipped.

Where do we Ship to ?

We are currently only shipping to England, Scotland, Wales, NI and ROI. We are currently unable for logistical & customs reasons to ship to Channel Islands, Isle of Man or any Isles off mainland GB. All we can suggest is that you might be able to have the Order shipped to GB and from the there get it shipped on to your own address if it is one of the destinations that we currently do not ship to.

Shipping Costs

Post (Not trackable) £2/£3.50 / Courier (Trackable) £5/£7:   We make no profit from Shipping (what we charge for Couriers does not even cover full cost).  For very small items: Screws, O Ring Kits, Aerators & some Bushes, we Post (£2/£3.50) .   Where we Post, and you have been incorrectly charged Courier Rate £5/£7, we will refund the excess shipping charge to you.  Some Bushes due to size cannot be posted.  Shipping costs include VAT and costs of packaging.  If you do not want a small item posted, but would prefer it to be Couriered, please email us when you have placed your order as you might be required to pay an additional charge to cover the increased Shipping Costs.  

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 £7.   Your full shipping charge will be clearly shown before you complete (pay) for your Order.   Where we post an item and you have paid £5/£7, we will refund you the excess shipping charge.

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.

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 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.

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.
There is added paperwork in returning your Order to us.  See Separate Section below regarding 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.

GB Customs & Returns : This guide will make process quicker

Royal Mail 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.   We clearly state on our Pop Up store notice, and on the checkout page, that if your Order is below £135, no additional charges are due by the customer on receipt of the goods e.g. Vat on import, Tariffs etc.  Consequently, there will be no additional customs charges to return any item from GB if order under £135.  The only additional part of the process post Brexit is the custom form (which you can download from Royal Mail above).  It just saves you time if you download and complete in advance of going to the Post Office to save time once there.

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. Here are the following Bank Holidays that occur in the Republic of Ireland when the warehouse is closed:

Bank & Public Holidays 2018 – Warehouse Closed Republic of Ireland
New Year’s Day Monday, Jan 1st Yes
St Patricks Day Monday, March 19th Yes
Good Friday Friday, March 30th Yes
Easter Monday Monday April 2nd Yes
May Holiday Monday May 7th Yes
June Holiday Monday, June 4th Yes
August Holiday Monday August 6th Yes
October Holiday Monday October 29th Yes
Christmas Day Tuesday December 25TH Yes
St Stephens Day Wednesday December 26th Yes

 

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

Last Date for Shipping 2020 was December 22nd and Shipping resumed January 4th,  2021

Any orders received by Noon Monday 22nd December will be dispatched same day. We will do our best to ship items received between 1pm – 3pm same day but we cannot guarantee that they will shipped as this will be our busiest time.

Any Order received after 1pm December 22nd might not be dispatched until January 4th 2021.

2021 Christmas Deliveries – When is last Order Day for guaranteed delivery before Christmas?

To be advised.

 

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 10-15 working days. We will not resend any order posted until 15 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 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 i 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 either IPG or 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.

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