Frequently Asked Questions

How much is delivery?

Standard Recorded Delivery is £3.00 for all UK addresses.

How long does delivery take?

Please allow 2-3 days for standard delivery. 90% of these deliveries will reach the customer within 2 days. Orders received before 3:00pm will be despatched the same day. All orders are shipped on royal mail services, or by an independent courier.

PLEASE NOTE: VERY OCCASIONALLY CONSIGNMENTS ARE LOST IN TRANSIT; IF THIS HAPPENS WE WILL ENDEAVOUR TO TRACK THEM WITH OUR DELIVERY COMPANY AS SOON AS WE CAN, BUT DELIVERY MAY TAKE UP TO 14 DAYS.

Customer Not Present when Delivery Attempted

Delivery via our courier company will be attempted twice. After this, if the parcel is returned to us, customers will be charged £8.99 for the parcel to be sent out again. Any non-collected consignments will be charged at £8.99 also

Any change of address after the order has been despatched will be charged at £7.50.

Please note that by placing an order on our web site you agree to these delivery terms and conditions

Can my order be sent to my work address instead?

Yes we can send your order to a work address. We will also need the cardholders address for security checks, but the order will be shipped to the shipping address that you give us when placing the order.

What happens if an order of mine is damaged in transit?

Every order sent from here is fully insured, and any damaged parcel will be replaced by us and we will claim from our delivery partner responsible for the damage. They will collect the damaged parcel from you upon delivery of the replacement, to investigate how the damage occurred. We will aim to replace your damaged product within 24-48 hours.

Can I track my order?

Every order can be tracked online using your five digit order ID number, along with the email address that you submitted when placing your order online.

What do you do with my personal details?

We only use your personal details to complete your order, and shortly after completion of your order your payment details are automatically deleted from our system. Your name and address details are stored on our system to make future orders easier. Your name and address details are never sold or passed on to a third party

What is your security and privacy policy?

In the bottom right hand corner of the screen when you reach our checkout form, you will see a padlock symbol indicating that our checkout form is fully secure and your information will be protected

If you have any questions about the above, please do not hesitate to contact us.

Privacy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent. We will give you the chance to refuse any marketing email from us or from another trader in the future.

We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

What is your returns policy?

Should you be unsatisfied with anything you receive from us provided you let us know within 14 days of delivery we will give you a full refund. To let us know simply drop an email to refunds@kpluswater.com quoting your order number.