We're Taking Orders & Delivering Normally as per Government Recommendations for Online Retailers

Plumbworld Update on COVID-19

These are extremely challenging times we’re all currently living in and that is why transparency is more important than ever. Below, we have outlined everything we’re doing to combat the spread of the Coronavirus and ensure the safety of our employees, our customers and the wider community.

Since launching in 1999, Plumbworld has been a business that has operated exclusively online with no physical showrooms. Thankfully, this puts us in a position that allows us to remain open and operating in line with the Government’s recommendations for Online Retailers. The Health Secretary recently stated that businesses should continue to trade where safe to do so in order “to keep the country running” – we’re confident that this is the best option at this point in time. We will of course be closely monitoring official Government guidelines and updating our processes to comply with any future changes or advice provided to us.

Our staff and customers are the backbone of our business and that’s why we’d like to take a moment to share exactly what we’re doing to safeguard and protect everyone during these uncertain times.

Protecting Our Staff

It goes without saying that our staff are the most important part of our business and that’s why we are doing everything we can to ensure their safety, health and financial wellbeing during this pandemic. We have implemented processes that allow the majority of our office-based colleagues to work remotely from their home. Flexible working hours have also been rolled out to ensure staff can look after their family without the pressure of working at set times.

Our warehouse team along with a few other essential staff unfortunately are not in a position to work from home, as such, the following additional safety measures have been put in place:

  • The cleaning and sanitation of all business facilities has significantly increased
  • Social distancing is being observed and enforced to ensure a 2-metre gap at all times
  • Upgraded hand-washing facilities and extra hand-sanitisers are available to all staff
  • Reconfigured office layout and staggered the use of public areas and breaks
  • Encouraged to avoid public transport or use it at off-peak times (shifts altered)

Protecting Our Customers

As a long-time supplier of sanitaryware, heating and plumbing products, we have a duty to continue to supply these essential items to ensure a good standard of hygiene can be maintained at home. We’re thinking of customers who are in the middle of a renovation or people who are unlucky enough to be dealing with leaks, blockages or heating breakdowns – and this is why we continue to operate and do what we can to help the British public.

Our customer service team will continue to be available via live chat, email and phone to help with any queries you may have. As well as this, we have taken extra precautions when delivering orders to keep our customers and our courier partners as safe as possible:

  • All small, medium and large item deliveries are now contactless and require no signature
  • Additional hand washing/sanitisation will occur between handling deliveries if possible
  • Bulky deliveries will be left outside the address and the courier will abide by current social distancing measures (keeping a minimum of 2 metres away at all times)

FAQs Regarding COVID-19

Q. Can I still order online?
Yes – you can still place orders through the Plumbworld website as normal.

Q. When will my order be delivered?
You can find your order delivery details on the ‘Order Tracking’ page of our website. We’ll also keep you updated via email when your order is processed and dispatched*.

Q. I’ve already placed an order; will my delivery still go ahead?
Yes – all existing orders will be delivered ASAP*. Please check your email for updates or visit the ‘Order Tracking’ page on site for further details.

Q. Can I still return items?
Yes – our warehouse is still operating and we’ll be able to process returns as normal. A return can be initiated via the ‘Manage Orders’ section on our website.

Q. Can I collect my order from your warehouse?
No – to keep our staff and customers as safe as possible, we have currently removed the ability to collect orders from our premises.

Q. Are all products still available?
Unfortunately not – we’re currently prioritising essentials, so you may notice that some products are unavailable. We’ll continue to monitor the situation and make a wider range of products available where we see fit. 

*Please be aware that some of our parcel and pallet couriers are experiencing exceptionally high demand at the moment and are having to work with new safety systems to protect their staff. As a result, some deliveries might take a few days longer than we'd normally expect and we thank you for your patience during this difficult time.