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Frequently Asked Questions |
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Q
: How far in advance should I place my order?
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A :
You should be ordering your goods well in advance of the start date of your project. This gives plenty time to inspect the goods and gives us time to rectify and problems in this worst case scenario.
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Q
: When should I book the Engineer or Plumber?
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Of course excepting emergencies, wait until you have the item or items in your possession, & have checked the condition.
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Q
: What do I do when my goods arrive?
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The goods need to be checked off against your order and inspected for any problems.
If there are any problems at all please contact us as soon as possible.
It is imperative you inspect the goods prior to any installation.
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Q
: My goods have arrived damaged, and not yet been fitted
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Do not worry, you have paid for a new original product in perfect condition, and that is what you will receive.
Whilst delivering china wear etc, inevitably accidents can and do happen. Provided the item has not been fitted it will be exchanged as soon as possible.
Our business reflects the industry as a whole, however 99.9% of orders do go without any hitch.
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Q
: My goods are damaged, but have already been fitted.
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A :
It is possible that the item may have been damaged during fitting. In order to help us look into your complaint we may ask the manufacturer to call at your home to examine the goods. A decision will then be made as to whether or not the damage was caused by the installation process. If it is deemed by the manufacture that the damage was caused during installation you could be liable for a bill for the manufactures time.
This is why it is imperative you inspect the goods prior to any installation.
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Q
: My goods are faulty or have developed a fault.
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Please contact us as soon a possible after you discover a fault and we will deal with the matter in accordance with your legal rights. In addition certain products will also be covered by manufacturer's guarantees details of which will be supplied with the product where relevant.
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Q
: I have a question for the manufacture, will they talk to me?
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Yes, mention that MyTub has recommended you talk direct with them prior to your purchase.
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Q
: I have ordered an incorrect item & want to return it.
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Call or e-mail us FIRST.
Do NOT send anything to this office or to the branch without
speaking to us.
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Q
: My order total is over the FREE delivery value, but there is still a delivery charge?
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A :
There are two different depatments to MyTub, Parts and Plumb and they have different delivery charge rates;
Plumbing lines;
Orders under £25 = £12.50,
Orders over £25 = FREE.
and
Spares & Parts lines;
Orders under £50 = £5.99,
Orders over £50 = FREE.
Lets say you order an item from the Plumb line which is over £25 but also a Parts item which is under £50, there will be a charge for the Parts item even though your order total is over £50, as the two items come from different departments and delivered separately.
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Q
: It’s for export, why VAT is still there?
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A :
The VAT can only be refunded once the goods have left the UK.
We need to be provided with two documents;
Export Customs Entry
and
Depending how you are shipping, one of the following;
Air Waybill (air freight)
Bill of Laiden (sea freight)
Courier Tracking Note (courier)
As soon as we are sent a copy of these via email or post we can then refund the VAT, your shipping co will provide these documents for you.
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I ordered this same item just two years ago thermo couple for gas fire ordered it the at 3pm arrived 9am next day, this time taken a few days longer but no emergency so pleased enough about service, the only criticism I made then and am making now still no PHOTO image of the item being purchased it really does make a difference when you can compare it item that you trying to match, luckily I still had the same part number, but would illuminate some problems.
------------- ----------------------------
Dear Henry
We have uploaded a photo now, thanks for the feedback.
Regards
MyTub
...
...Henry P Robinson
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Hi
many thanks for your prompt supply there was a slight error ,your email
suggested delivery on the 21st August ,not quite sure how but it was delivered on the 20th August at 2.40 pm , see your emails ,anyway I was very pleased with your prompt service and your price so much so I have forwarded your
details onto 2 people ,one being my engineer , the other I cannot say,
again many thanks...
...B.Lammas
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I was looking for a replacement Bristan Arctic Towel. This has proved impossible to find, but MyTub were able to offer a very similar looking alternative. It was shorter than the original but is a very good substitute. I was able to dismantle the broken one and replace the broken bits with new. So a perfect solution. I made a mistake with my ordering details, but the team at MyTub were very good, they responded quickly to my emails. Very pleased with the service and support....
... A Greene
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Item deliverd quickly. Totally happy with it....
...Jack Wong
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Super prices! delivery very quick, thanks. Will remember you, your in my favourites...
...J Nedly
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Fantastic Jeanette, - great service and I will be happy to say so
Best regards,
David...
...Biznet
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goods received thank you.
You didnt tell me the items were not in stock until after i had placed the order. Thats a bit sneaky as other suppliers tell you before you place the order and give an estimated delivery date. I suggest you start doing this as next time I will be more carful in placing an order with you until I have looked at the other sites forst....
...Dave Mills
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Initial queries answered promptly. Order received next day. Thank you....
...John Hoppitt
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Brilliant service. so happy product was exactly what i requred, looking forward to shop with you again
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...Ammar
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good communication and goods as expected...
...St Monica Trust
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more reviews... |
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