FAQ

Frequently Asked Questions

Delivery:

What is the standard delivery time?

Our delivery service includes a daily service to most of England and Wales, with the outlying areas and Scotland covered 2-3 times per week.

Simply browse the products you're interested in on our website, add the products to your basket, then your delivery times will be calculated at checkout.

Do you offer an installation service?

No, we do not offer an installation service, However, we have a dedicated Technical and after sales team that will be able to assist with any questions regarding the installation on our products. They can be contacted on 01452 317890.

My order has not arrived yet, what should I do?

When the order was placed, an order confirmation will have been sent to the email address on your account. Please check this confirmation which will advise you of any out of stock items or delay to your order. If you have not received this confirmation, please contact the sales team on 01452 317800 and we can check on the order for you and ensure we have the correct contact details on the system for you.

An item is missing from my order, what do I do?

Please check the delivery note as this will advise if there is any of your order outstanding on back order. If there is nothing on the delivery note, please contact the sales team on 01452 317800 and we can investigate further.

Do you offer free delivery?

There is no carriage charge and no minimum order value for delivery to your account address. Delivery for direct to site is an additional £45 excluding VAT. For international delivery, please contact sales@eastbrookco.com with the address for delivery and items required, and we can give you a personalised cost and delivery time.

Do you deliver on a weekend?

Our delivery times are Monday – Friday, between the hours of 7:00 – 17:30.

Do you unload any items or help with installation?

Our drivers have been trained to safely unload goods from the vehicle, however, all of our deliveries are currently contactless. We do not provide an installation service.

If I am not available when the delivery arrives, what happens?

Please advise the team when placing the order of any issues with delivery. If you would like to nominate a neighbour or safe place for the goods to be delivered, we can make these requests available for the driver before delivery.

Can I change my delivery date?

Yes, you can change the delivery date of your order up to 16:30 the day before despatch. Please either ring the sales team on 01452 317800 to amend or email sales@eastbrookco.com

Payment:

What payment options are available?

You can pay using any debit or credit card except for Amex.

My method of payment has been declined, what now?

Please check with your bank and try again.

How do I place my order with you?

Placing an order is quick and easy. Simply browse the products you're interested in on our website, add the products to your basket, then proceed to the checkout and payment pages to complete your order.

When will I receive a VAT invoice?

Once the delivery has been completed, we will arrange to email you an invoice.

Do your prices include VAT?

All products in our web shop exclude VAT. VAT is added to all products at checkout.

How do I obtain a refund for goods I have returned?

Once your return has been collected and processed the credit will be raised with 48 hours. If you still are yet to receive your credit please contact the accounts team on 01452 327 825.

Product:

Where can I find specific product dimensions?

You can bring up specific information by entering the product code of the item(s) into the search bar on the website. If there is no information available, please call email sales@eastbrookco.com advising product code and what information you require, and we will respond with the relevant information.

Where can I find information on international deliveries?

Please email sales@eastbrookco.com with the address for delivery and items required and we can give you a personalised cost and delivery time.

Do you have a showroom?

Yes, we have a showroom at our head office in Gloucester which we use for training for our local representatives. Due to Covid-19, it is currently closed to ensure we protect our customers and staff. As soon as we can re-open the showroom safely, we will update our customers.

Can I modify my order after I have placed it?

Yes, you can modify your order up until 16:30 on the day before it is due to despatch. You can do this by either contacting the team on 01452 317800 or email through to sales@eastbrookco.com.

My items have disappeared from my online basket, what should I do?

It could be that the item(s) is currently out of stock. You can check the stock status of a product by visiting the product page of the item on the website. If the item is out of stock but you would like to place it on back order, please place the order online, and then contact the team on 01452 317800 or sales@eastbrookco.com to add the item(s) to your order. Please advise whether you would like the order to be sent complete when all of the goods are in stock or split with the out of stock item(s) remaining on back order.

How do I contact you?

We have several channels of contact depending on your query.

For sales and general queries, please call 01452 317800, option 1 or email sales@eastbrookco.com

For technical and aftersales queries, please call 01452 317890 or email technical@eastbrookco.com

For returns, please call 01452 317800, option 3 or email collections@eastbrookco.com

For accounts, please call 01452 317800, option 2 or email accounts@eastbrookco.com

For direct to site deliveries, please email home-site@eastbrookco.com

To check stock, please visit the items product page on the website.

I have a product-specific question

Please call our technical aftersales team on 01452 317890 or email technical@eastbrookco.com

Heating section, Heated Towel Rails and Radiators outputs are shown in Delta T 60°C

That's right. If you want to calculate the outputs in various Delta T's, please download our Correction Factors document from here.


When will an item back in stock?

Estimated delivery dates are always given when possible on the items product page. You will find the ETA with the products price information to the right of the image. If the item does not have an ETA date, we will not be able to provide one at present unfortunately. 

Do you have a catalogue?

Yes, you can download your complementary PDF catalogue here or order your complementary physical catalogue here. Order today to read about our amazing product ranges and competitive pricing.

What should I do if I have missing parts?

If you have parts missing from your order, please either call the team on 01452 317800 or email to sales@eastbrookco.com and we can investigate whether we have spare parts available to send out to you or if we need to collect the item and send you a new one. Please ensure you have your full order details and/or product code to hand when contacting us.

What should I do if I have a product fault?

In the unlikely event of a faulty product, please report this through to our technical and aftersales team via email to technical@eastbrookco.com with photos of the fault if possible, along with your original order details.

Return:

What is your returns policy?

Details on our returns policy can be found here.

I've changed my mind, how do I cancel my order?

You can cancel your order up until 16:30 the day before the order is due to despatch by calling the team on 01452 317800 or email to sales@eastbrookco.com. If the order has already despatched, you can refuse the items when the delivery arrives and then we will cancel the order down when we get them back in our warehouse. If you have received the order and would like to return any of the goods, please refer to our returns policy.

My order is damaged, what should I do next?

In the unlikely event of receiving an order damaged, you can refuse delivery with the driver and then we will arrange for a replacement to be sent out when the goods have returned to the warehouse. Alternatively, you can contact the team on 01452 317800 or email to collections@eastbrookco.com, including photos if you can, and detail your original order details and we will arrange to collect the damaged goods and for a replacement to be sent out.

How do I return something to you if I live in the UK?

Please refer to our returns policy.

What should I do if I have an incorrect item in my order?

If you receive an incorrect item, please advise us as soon as possible and we will rectify the problem. Please contact the team on 01452 317800 or email to collections@eastbrookco.com.

Can I exchange an item instead of receiving a refund?

You can exchange an item, depending on how long you have had the item. It would also be subject to a re-stocking fee. Please refer to our returns policy for further information.

Have you received the items I have returned to you?

Once we have received the items you have returned, we will issue you with a credit providing the return meets the terms and conditions with the policy.

How long do returns take to process?

Once the goods have been picked up by our driver, the return will be processed usually within 48 hours.

I have more queries regarding returning an item, who should I ask?

Our returns policy can be found here. Alternatively, please email our customer services team at collections@eastbrookco.com or call 01452 317 602 with any further questions you may have.

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