Frequently Asked Questions
Delivery & Shipping
Q: Do you offer next day delivery?
A: Yes, we offer several delivery options. For individual customers, we provide free standard delivery to England, Wales and mainland Scotland, which usually takes 2-5 working days. For faster delivery, Next Day and Named Day services are available for most products – you’ll see these options during checkout. Trade customers have access to additional delivery services including two-person delivery.
Q: Will I receive a delivery time slot?
A: Absolutely. Once your order is dispatched, our delivery partners will contact you by phone, text or email to provide a delivery window, usually the day before your delivery is due.
Q: What happens if I'm not home for delivery?
A: Don’t worry – our couriers will leave a card and may attempt redelivery. For pallet deliveries or if no one is available to sign, a redelivery fee may apply. We recommend using our delivery notification service to track your order.
Q: Do you deliver on weekends?
A: Our standard deliveries are Monday to Friday. However, weekend delivery can be arranged in some cases for an additional fee. Orders placed during bank holidays will be processed the next working day.
Q: Do you ship outside the UK?
A: We currently only deliver within the United Kingdom.
Orders & Payment
Q: Can I change or cancel my order?
A: You can modify or cancel your order if it hasn’t been picked or dispatched. Please contact our Customer Service team as soon as possible. Once your order is on its way, please refer to our returns policy.
Q: What payment methods do you accept?
A: We accept all major credit and debit cards, PayPal, Klarna and other secure payment methods.
Q: Do your prices include VAT?
A: Yes, all prices shown on our website include VAT.
Q: Is finance available?
A: Yes, we offer Klarna Pay Later and Pay in 3 options on qualifying orders.
Q: Can I order by phone?
A: For security and accuracy, all orders are placed online. However, if you need assistance, our team is happy to help you over the phone.
Products & Installation
Q: What are your radiators made from?
A: Our radiators are made from high-quality materials including mild steel, aluminium and cast iron – all details are clearly listed on each product page.
Q: Do radiators come with valves?
A: Unless stated otherwise, valves are sold separately. You can choose the right type (angled, straight or corner) to suit your pipework.
Q: What finish are your radiators?
A: This varies by product – you’ll find finishes like matte, satin or gloss clearly described on each product page.
Q: Do you provide installation instructions?
A: Yes, most products come with installation guidelines. If you need a copy, just let us know.
Q: How do I look after my radiator?
A: We recommend annual bleeding to remove air, occasional dusting, and maintaining your system’s pressure for optimal performance.
Aftercare & Support
Q: What should I do if there's an issue with my order?
A: Please contact us within 2 working days with details and photos, and we’ll resolve it as quickly as possible.
Q: How do I make a warranty claim?
A: Simply email us at info@ukradiatormarket.co.uk with your order number, a description of the issue and some photos. We’ll guide you through the process.
Q: What if I receive a faulty item?
A: Let us know within 2 working days of delivery with photos. We’ll arrange collection or replacement promptly.
Heating Advice
Q: Should I turn off radiators in unused rooms?
A: Turning them down can save energy, but we don’t recommend turning them off completely in winter to avoid damp issues.
Q: Is it cheaper to keep the heating on all day?
A: In well-insulated homes, maintaining a low temperature can be more efficient than frequent reheating. Using thermostatic valves helps control usage room by room.
Q: How do I bleed a radiator?
A: Use a radiator key to open the bleed valve. Some models can be bled with a flathead screwdriver. Remember to protect your flooring as a little water may escape.
General Information
Q: Are you open on weekends?
A: Our website is available 24/7, but our customer service team operates Monday to Friday during business hours.
Q: Where are you based?
A: We’re a UK-based company and aim to keep popular items in stock. You can check real-time stock levels on our website.
Q: Do you have a showroom?
A: We’re an online-only retailer and don’t have a physical showroom. All our products are displayed with detailed information on our website.
Q: Do you offer key worker discounts?
A: We occasionally run promotions for key workers – please check our website or subscribe to our newsletter for updates.
Additional Important Questions
Q: What is a landscape radiator?
A: It’s a horizontally designed radiator, perfect for placing under windows or along longer walls.
Q: What RAL colours are available?
A: Our radiators follow popular RAL codes. Check individual product specifications for exact colour details.
Q: What brands do you supply?
A: We work with a selection of trusted radiator manufacturers. Refer to product descriptions for specific brand information.
Q: Can I clean my radiator?
A: Yes – use a soft cloth with warm soapy water. Avoid abrasive cleaners to protect the finish.
Q: What is the delta rating?
A: Most radiators are rated at ΔT50. You’ll find specific performance data on individual product pages.
Q: What valves do I need?
A: This depends on your pipework – either angled, straight or corner valves. We recommend matching the finish and thread size to your radiator.
Q: Do I need to purchase anything else?
A: You may need valves, wall brackets (included with most radiators), or pipe covers. Product listings will advise what’s included.
Q: What if my payment wasn't successful?
A: If you didn’t receive a confirmation email, please contact us and we’ll check your order status.
Q: Can I get a VAT invoice?
A: Yes, VAT invoices are available in your order confirmation or on request.
Q: What if I'm VAT exempt?
A: Please contact us before placing your order with supporting documentation.
Q: What are the two valves on a radiator for?
A: One controls the flow of hot water into the radiator, the other controls the return flow out.
Q: Do you have installation instructions?
A: Yes, most products come with installation guidelines. Contact us if you need a copy.
Q: Do you offer a catalogue?
A: We operate paperless – all products and information are available on our website.
Q: Can you make custom products?
A: We don’t offer custom manufacturing at this time.
Q: How do I know your radiators are good quality?
A: We offer warranties, detailed specifications, customer reviews, and all our products comply with industry performance standards.
Q: What is flexible heat pump technology?
A: This refers to systems that intelligently adjust heat output based on room usage, helping to save energy. We’ll be sharing more about this soon on our blog!
Q: Is zoned heating better for large properties?
A: Yes, zoning heating is often more efficient. Consider using thermostatic radiator valves and smart controls to heat only the rooms you’re using.
Q: Do I need to service my radiators?
A: Occasional bleeding and dusting is sufficient. No regular servicing is required beyond basic maintenance.
Q: What's your returns policy?
A: If you need to return items, please refer to our returns policy on our website or contact our customer service team for assistance.
Q: Do you have technical specifications available?
A: Yes, full technical specifications are available on each product page. If you need additional information, our team is happy to help.
Q: Are your radiators compatible with heat pumps?
A: Many of our radiators are suitable for heat pump systems. Check individual product specifications or contact us for compatibility advice.
Q: What's the lead time for out-of-stock items?
A: Lead times vary by product. Please check the product page for availability or contact us for the latest stock information.
Q: Do you offer trade discounts?
A: Yes, we offer competitive pricing for trade customers. Please contact us to discuss your requirements.
Q: Can I see customer reviews?
A: Yes, customer reviews are available on our website for most products.
Q: How do I contact customer service?
A: You can reach us by email at info@ukradiatormarket.co.uk or by phone during business hours. We’re always happy to help!