Help

We're happy to answer questions or help you with returns or any queries you may have.
Please fill out the form below if you need assistance.

 

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 do not send random marketing emails to personal email addresses (spam).
We will give you the chance to refuse any marketing email from us.

The type of information we will collect about you includes:

-your name
-address
-phone number
-email address
-credit/debit card details

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.

The personal information which we hold will be held securely in accordance with our internal security policy and the law.

If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.

If you have any questions/comments about privacy, you should email us on sales@theorder.co.uk or fill out the contact us form below.

 

Delivery

If you live in the UK outside the mainland, or when access to the property is not straight forward, we may still be able to deliver, however an additional delivery charge can apply. Again please contact us for further information.

The delivery is normally in the standard working week - Monday to Friday.

Next day delivery is usually on the next working day i.e. Monday to Friday with bank/public holidays excepted, provided the order is placed before 12pm. If you are outside this time please call and we may be able to deliver the item(s) the following working day. When a product is ordered on a weekend day or a bank/public holiday the next day delivery will be on the second working day after the off period e.g. a order placed at a weekend (Saturday or Sunday), will be arranged for delivery on the Tuesday following the Sunday.

Deliveries are carried out by our transport, via independent carriers or by the manufacturers themselves. Some orders may be delivered in more than one drop.

Whilst we make every reasonable effort to deliver promptly and within the expected time frame, there may be situations beyond our control which we cannot be held responsible or accept liability for. These can include, but not limited to, traffic problems, manufacturer's sudden stock shortages, or manufacturing delays. We will make every effort to keep you informed as soon as we are made aware of them.

WE STRONGLY ADVISE THAT YOU DO NOT BOOK PLUMBERS OR CONTRACTORS UNTIL YOUR GOODS HAVE ARRIVED AND HAVE BEEN CHECKED, WE ARE NOT LIABLE FOR ANY PLUMBERS OR CONTRACTORS COSTS, CONSEQUENTIAL LOSS OR COMPENSATION IN ANY WAY.

An additional charge may apply:

Scottish Highlands and Islands including postcodes beginning with AB31 to AB56, HS, IV, KA27, KA28, KW, PH, PA, ZE

Off Shore including Republic of Ireland, Northern Ireland (BT postcodes), Channel Islands (JE & GY)

Access

We reserve the right to refuse delivery if you have not informed us about any conditions that may affect the delivery access e.g. a flight of stairs, or, when the delivery company arrives they determine it is unsafe to make the delivery. You will have the choice of leaving the products on the ground floor\in the property, or the products will be taken away and any failed delivery charges that occur from the delivery company will be passed on to you.

Checking Items on Arrival

We very strongly recommend on delivery where possible that you thoroughly inspect the goods before signing the delivery acceptance slip.

In the unlikely event of obvious damage occurring on the delivery journey, please write ‘DAMAGED’ and make a note of the problem on the delivery slip. Please note, although we send products out in prime condition, with the best will in the world some boxes can arrive looking creased etc. This does not mean the product inside is damaged. Please accept the package and open carefully to check the product and follow the procedure below.

If inspection is not possible before signing for the items, please write ‘UNCHECKED’ on the delivery slip and accept the goods.

Within 7 days of receiving the order you agree to examine the order by opening all the boxes and thoroughly examining all the items on the delivery before any installation/fitting take place, and notify us of any damages, faults, shortages or errors in the order to us immediately. Depending on the issue we may ask you to confirm the information to us in writing and ask for a photo of the faulty or damaged item. We will then take the best course of action to resolve the issue as soon as we can for you. This may involve just sending the relevant part, getting an engineer to fix the problem or replacing the whole item as necessary.

We cannot refund or exchange any items which are signed for, have not have been reported as damaged within 7 working days of delivery and then subsequently reported as damaged after this period. Such damage, which could be seen on a reasonable initial inspection, for example and not exclusively, dented or scratched exterior panels, will not be accepted. This does not relate to any fault found later that could not be seen easily on a reasonable initial inspection.

If someone else is signing for the goods on your behalf, you agree to advise them that the goods must be checked and you accept full responsibility for any loss or damage if they sign on your behalf and fail to check.

This does not affect your statutory rights.

Installation - Sinks + Taps Only

The prices quoted are for purchase and delivery of products and do not include any installation or fitting services.

We cannot accept liability for damages or errors if goods have been fitted / used.

We recommend that you do not arrange dates for any installers / fitters or remove/discard any old kitchen sink equipment until the NEW items have arrived and been checked for damages. We cannot accept responsibility or liability for any damages, faults, shortages or errors that are not reported with the first 7 days, and upon arrival of the installer /fitter, the product is found to have either damage, faults, shortages or error.

Please note dimensions specified are with a tolerance and depending on the products may be subject to variations. For example, due to the firing process on ceramic sinks, the dimensions of ceramic sinks can have a variation of +/- 3%. We always recommend that you wait for your sink to arrive before making any cut-outs in your work top or cabinetry.

Item is damaged on delivery

If you have received an item that is damaged please report this to us within 48 hours. When you contact us please have to hand your order reference number. We will then arrange to collect the damaged item and send out a replacement as soon as the damaged item is received at our warehouse. As a general guide, you should have the replacement within 3 days of the return of the damaged item arriving with us.

 

Cancellations

Please ensure that you are ordering precisely what you require to avoid any unnecessary expense later. If you are unsure please get in touch and we will be happy to help you.

As standard you can cancel your order at any time from point of ordering up to the delivery date, and then you can return item(s) within 7 working days from the date of receiving the goods, without giving a reason.

Any goods made specifically for you, or to your specification cannot be returned if you have made an error or ordered incorrectly.

If you wish to return an item to us please see the returns section below for details of how to do this.

 

Returns Information

Item no longer required

If you are not satisfied with your purchase for any reason, you have the right to cancel your order within 7 working days from date of delivery. To exercise your right of cancellation you must give written notice by e-mail, giving details of goods ordered and the delivery details.

If you have received an item that you no longer require you are able to return it to us within 7 days. The item must be unused and in its original packaging and must be in a resalable condition. We reserve the right not to accept any products where the packaging is damaged or defaced and therefore unsuitable for resale. Please complete the form on the contact us page to inform us that you wish to return an item, ensuring you quote your order reference number and contact details. The collection charge for ceramic/fragranite/tectonite/granite and large copper/stainless steel sinks is £50.00 Collection for smaller stainless steel sinks/copper basins/sinks accessories and taps is £12.50 if you require us to pick up the item. This cost covers the return of the item from your address to our warehouse, admin, inspection and reboxing/repacking the item, this must be paid prior to any collection being processed. We will refund your money on orders within 10 days of cancellation less any delivery cost. We do not accept returns after 7 days.

You can of course return the item back to us yourself. Should you decide to return goods yourself this way this is done entirely at your own risk, and you should always ensure that you obtain proof of postage / delivery for your reference. Please complete the form on the contact us page and you will receive an email back with details on how to do this. If the item(s) is/are returned within 7 days of delivery you will be refunded in full providing the item is in it's original packaging. Once your item is returned to our warehouse it will be checked and then a credit issued back to your credit/debit card within 10 working days.

If the item is returned within 7 days we will charge a £9.99 admin fee for the processing of the return and the card transaction costs in refunding your card. All refunds take approximately 7 days to go back on to your card.

 

Exchange

Should you wish to exchange a tap for a different finish or different style please call us on 01380 270 010 and we can arrange a collection and exchange. Any additional costs or refunds in terms of delivery or a different model or finish can be paid for by phone with one of our specialist team members. The returned item must be undamaged, in it's original packaging and in a resalable condition. Please contact us within 48 hours of receiving the item. 

 

WE STRONGLY ADVISE THAT YOU DO NOT BOOK PLUMBERS OR CONTRACTORS UNTIL YOUR GOODS HAVE ARRIVED AND HAVE BEEN CHECKED, WE ARE NOT LIABLE FOR ANY PLUMBERS OR CONTRACTORS COSTS, CONSEQUENTIAL LOSS OR COMPENSATION IN ANY WAY.

Item is damaged on delivery

If you have received an item that is damaged please report this to us within 48 hours. When you contact us please have to hand your order reference number. We will then arrange to collect the damaged item and send out a replacement as soon as the damaged item is received at our warehouse. As a general guide, you should have the replacement within 3 days of the return of the damaged item arriving with us.

 

Cancellations

Please ensure that you are ordering precisely what you require to avoid any unnecessary expense later. If you are unsure please get in touch and we will be happy to help you.

As standard you can cancel your order at any time from point of ordering up to the delivery date, and then you can return item(s) within 7 working days from the date of receiving the goods, without giving a reason.

Any goods made specifically for you, or to your specification cannot be returned if you have made an error or ordered incorrectly.

If you wish to return an item to us please see the returns section below for details of how to do this.

 

Returns Information

Item no longer required

If you are not satisfied with your purchase for any reason, you have the right to cancel your order within 7 working days from date of delivery. To exercise your right of cancellation you must give written notice by e-mail, giving details of goods ordered and the delivery details.

If you have received an item that you no longer require you are able to return it to us within 7 days. The item must be unused and in its original packaging and must be in a resalable condition. We reserve the right not to accept any products where the packaging is damaged or defaced and therefore unsuitable for resale. Please complete the form on the contact us page to inform us that you wish to return an item, ensuring you quote your order reference number and contact details. The collection charge for ceramic/fragranite/tectonite/granite and large copper/stainless steel sinks is £50.00 Collection for smaller stainless steel sinks/copper basins/sinks accessories and taps is £12.50 if you require us to pick up the item. This cost covers the return of the item from your address to our warehouse, admin, inspection and reboxing/repacking the item, this must be paid prior to any collection being processed. We will refund your money on orders within 10 days of cancellation less any delivery cost. We do not accept returns after 7 days.

You can of course return the item back to us yourself. Should you decide to return goods yourself this way this is done entirely at your own risk, and you should always ensure that you obtain proof of postage / delivery for your reference. Please complete the form on the contact us page and you will receive an email back with details on how to do this. If the item(s) is/are returned within 7 days of delivery you will be refunded in full providing the item is in it's original packaging. Once your item is returned to our warehouse it will be checked and then a credit issued back to your credit/debit card within 10 working days.

If the item is returned within 7 days we will charge a £9.99 admin fee for the processing of the return and the card transaction costs in refunding your card. All refunds take approximately 7 days to go back on to your card.

 

Exchange

Should you wish to exchange a tap for a different finish or different style please call us on 01380 270 010 and we can arrange a collection and exchange. Any additional costs or refunds in terms of delivery or a different model or finish can be paid for by phone with one of our specialist team members. The returned item must be undamaged, in it's original packaging and in a resalable condition. Please contact us within 48 hours of receiving the item. 

 

By using this site you agree to the following terms and conditions. If you do not agree to the terms and conditions, then you may not use the site.

Guarantee

All products come with the full manufacturer's warranty, unless otherwise stated. Please check the warranty length on individual product types. For example, Franke Sinks have a 50 year against manufacturing defect, whereas Franke Taps have a 1 year guarantee against defective materials and workmanship in relation to costing and finishes, and a 5 year warranty on moving parts. We do not endorse manufacturer’s warranties and pass them on in good faith. This does not affect your statutory rights as a consumer.

Once the product is fitted, the product is then covered by the manufacturer's warranty. The Order cannot be held responsible for any errors in the installation of the product. Some manufacturers may require proof of installation by a qualified person and the product(s) have been maintained in accordance with their recommended instructions.

Prices

All prices include VAT. We review prices regularly to ensure that the prices on the page are accurate and up to date. This means that prices shown on the site can alter without notice. In the event there is a pricing error on the website, we will not be bound to honour any orders made at that price.

Ordering

Please ensure that you are ordering precisely what you require to avoid any unnecessary expense later.

After placing the order, we will process your payment and when we receive authorisation, your order will be processed and you will receive an email order acknowledgement. This email is acceptance by us and is the start of the contract between us.

Ordering By Phone

We welcome orders by phone. When you place an order by phone we will read through the order with you to make sure it is correct. After confirming the order, you will be sent an email order acknowledgement to the email address given. Please check you receive this email and items on the order are correct. If there is an issue, or just want to amend the order, we are happy to adjust as requested.

If you do not receive an email from us please contact us so we can resend if necessary. It is your responsibility to check the order acknowledgement email and make any changes as necessary; we cannot accept responsibility once the order is delivered and you have not checked the order acknowledgement is correct or claim you did not receive an order acknowledgement email.

Returns

We accept there are going to be times when you will need to return items to us, for whatever reason. Therefore to help you and us we have a simple returns policy to make the process easier. All we ask is that you follow whichever applies and we can then sort you problem out as fast as we can.

Item is damaged on delivery

If you have received an item that is damaged please report this to us within 48 hours. When you contact us please have to hand your order reference number. We will then arrange to collect the damaged item and send out a replacement as soon as the damaged item is received at our warehouse. As a general guide, you should have the replacement within 3 days of the return of the damaged item arriving with us.

 

Cancellations

Please ensure that you are ordering precisely what you require to avoid any unnecessary expense later. If you are unsure please get in touch and we will be happy to help you.

As standard you can cancel your order at any time from point of ordering up to the delivery date, and then you can return item(s) within 7 working days from the date of receiving the goods, without giving a reason.

Any goods made specifically for you, or to your specification cannot be returned if you have made an error or ordered incorrectly.

If you wish to return an item to us please see the returns section below for details of how to do this.

 

Returns Information

Item no longer required

If you are not satisfied with your purchase for any reason, you have the right to cancel your order within 7 working days from date of delivery. To exercise your right of cancellation you must give written notice by e-mail, giving details of goods ordered and the delivery details.

If you have received an item that you no longer require you are able to return it to us within 7 days. The item must be unused and in its original packaging and must be in a resalable condition. We reserve the right not to accept any products where the packaging is damaged or defaced and therefore unsuitable for resale. Please complete the form on the contact us page to inform us that you wish to return an item, ensuring you quote your order reference number and contact details. The collection charge for ceramic/fragranite/tectonite/granite and large copper/stainless steel sinks is £50.00 Collection for smaller stainless steel sinks/copper basins/sinks accessories and taps is £12.50 if you require us to pick up the item. This cost covers the return of the item from your address to our warehouse, admin, inspection and reboxing/repacking the item, this must be paid prior to any collection being processed. We will refund your money on orders within 10 days of cancellation less any delivery cost. We do not accept returns after 7 days.

You can of course return the item back to us yourself. Should you decide to return goods yourself this way this is done entirely at your own risk, and you should always ensure that you obtain proof of postage / delivery for your reference. Please complete the form on the contact us page and you will receive an email back with details on how to do this. If the item(s) is/are returned within 7 days of delivery you will be refunded in full providing the item is in it's original packaging. Once your item is returned to our warehouse it will be checked and then a credit issued back to your credit/debit card within 10 working days.

If the item is returned within 7 days we will charge a £9.99 admin fee for the processing of the return and the card transaction costs in refunding your card. All refunds take approximately 7 days to go back on to your card.

 

Exchange

Should you wish to exchange a tap for a different finish or different style please call us on 01380 270 010 and we can arrange a collection and exchange. Any additional costs or refunds in terms of delivery or a different model or finish can be paid for by phone with one of our specialist team members. The returned item must be undamaged, in it's original packaging and in a resalable condition. Please contact us within 48 hours of receiving the item. 

 

Payment

Credit Cards - We accept Visa, MasterCard, American Express, Switch and Delta.

When you place your order we take full payment for the goods. Due to increased security by the credit card companies, your transaction may be held if it felt to be outside your normal spending patterns and your bank may contact you to check that you have placed the order. To avoid this delay please inform the credit card\debit card companies that you are ordering any order with a high value so they will expect the transaction. If for some reason there is going to be an extended delay in delivery you can have the opportunity to cancel the order with a full refund, or we can credit your card until the goods are available. Otherwise your order is committed and delivery will take place without further reference to us apart from contacting you with a delivery date.

Payment Security

We do not record any credit card details at The Order. Your details for the transaction are entered using SagePay, a completely separate secure system to us and approved by our merchant service provider/bank as a secure authorised e-payment provider. The SagePay secure system has 128 bit SSL Encryption with Firewall Protection. All credit card numbers are encrypted when the order is placed using the 128 bit SSL encryption software and are only decrypted after they reach the secure hosting computer. Protx then inform us, via the encryption system, the outcome of that transaction. 

Privacy Policy

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 do not send random marketing emails to personal email addresses (spam).
-We will give you the chance to refuse any marketing email from us.

The type of information we will collect about you includes:

-your name
-address
-phone number
-email address
-credit/debit card details

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.

The personal information which we hold will be held securely in accordance with our internal security policy and the law.

If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.

If you have any questions/comments about privacy, you should email us.

Complaints

We take complaints very seriously. At The Order when dealing with your complaint we will be Fair, Confidential, Effective and Resolve the matter as quickly as we can. We will acknowledge the complaint within 1 working day and provide a likely timescale for resolving the dispute, always keeping you informed about progress.

You can either email your complaint to us at sales@theorder.co.uk or you can contact us by any of the methods listed above.

If you highlight to us an area where our service can be bettered, we will endeavour to improve this service right away.
We will check any changes in approach or action due to the complaint, to make sure that it is working well and that things are getting better.

Disclaimer

Disclaimer Conditions of use of the The Order website.

The Order is owned by DF Sales.

By purchasing from us, you also agree to be signed up to DFSales Ltd newsletter and agree to receive email from us. The aim of our newsletters is to keep our valued customers up to date with new deals and discounts that we would not want you to miss.

You can unsubscribe at any time by using the link provided at the bottom of every email.

We will not distribute, communicate or publish your address to any Third Party organisations at any time.

Whilst information provided through The Order website is believed to be correct at the time of inclusion, DF Sales makes no representation or warranty concerning it, any hypertext links or any other information obtained directly or indirectly from this web site and accepts no liability for any inaccuracies or omissions in The Order website. All information is provided and is to be used on the understanding that DF Sales will not be liable for any loss, liability, damage or expense of whatever kind arising, whether wholly or partly and whether directly or indirectly, in consequence of the use of, or any reliance placed upon, such information by the visitor or any other person.

On entering into a contract with us, all information is provided and is to be used on the understanding that DF Sales is not liable for; losses that were not foreseeable to both parties when the contract was made, losses that were not caused by any breach on the part of the supplier, and business losses and/or losses to non consumers.

The contents of the web pages are intended as a guide to the range of products available in the UK. We will make every effort to ensure that all the information contained on this site is accurate and up to date but all information should be checked with the manufacturer before purchase. Pictures shown are for illustration purposes only.

DF Sales reserves the right to make changes and corrections to the prices and information, should they be necessary, at any time without notice, before any contract is entered into with a customer. We will make every endeavour to notify any customer who has shown an intent to enter into a contract with us, should any information concerning that intended contract, change. This does not affect any customers with whom a contract has already been agreed.

No representation made on our web site is intended to or does form part of any subsequent contract with you nor does it constitute any advice on the suitability of any product for any intended use.

All information will be treated confidentially and in accordance with the legal provisions concerning data protection.

Copyrights All Rights Reserved.

The text, images, graphics, sound files, animation files, video files, and their arrangement on The Order site are all subject to copyright and other intellectual property protection. These objects may not be copied for commercial use or distribution, nor may these objects be modified or reposted to other sites. Some parts of the site also contain images that are subject to the copyright of their providers.

Contacting us If you have any questions about the site you can contact us on sales@theorder.co.uk.

Please note that we practice a policy of continual review and reserve the right to change the above terms and conditions at any time without notice.

Our address:

Unit 5A,
Babdown Airfield Industrial Estate,
Babdown,
Gloucestershire
GL8 8YL
UK
Co Reg: 05700537
VAT No: 877305890