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FAQ

Deliveries

Returns

Using the Website

Technical

Deliveries

How long do your deliveries take?
The estimated delivery times are shown on each product page.  We'll email you each step of the way to keep you informed.

How much does it cost to deliver...?
This varies depending on the manufacturer, weight, size and location.  This is automatically calculated when you add items to the shopping cart.

Do you deliver to the Northern Ireland?
Yes we do, but our transport charges incorporated in the site do not cover that area, please contact us for other rates.

Do you deliver to Guernsey?
Yes we do, but our transport charges incorporated in the site do not cover that area, please contact us for other rates.

Do you deliver to the Highlands?
Yes we do, but our transport charges incorporated in the site do not cover that area, please contact us for other rates.

Do you deliver to the France?
Yes we do, but our transport charges incorporated in the site do not cover that area, please call us for other rates

Returns

Can I return a product?
If you’d like to return a product, you must either post them to our address, Burrington Way, Burrington Business Park, Plymouth, PL5 3LX, email sales@insulationsuperstore.co.uk or give our team a call on 01752 692 206 for a return label or to arrange collection.

Will you pay for the delivery costs if I return a product?
We will pay the costs of return if a) the products are faulty or misdescribed, or b) we have told you of an upcoming change to the product, a delay in delivery due to events outside of our control, an error in pricing or description, or because you have a legal right to do so as a result of something we’ve done wrong. In all other cases you must pay the costs of return.

If we are refunding you for delivery costs of your returned item, we will refund you the amount that it would cost using the least expensive delivery method we offer, regardless of the delivery method you use.

If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection

When will you refund me for my returned product?
We will refund you for your returns by the method you use for payment within 14 days of the day we receive the product, or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. 

We may make deductions from the total refund if the value of the goods has been reduced by handling contrary to the manufacturer’s instructions – if we discover this after you have been refunded, you must pay us an appropriate amount. 

For more information, please read our Terms & Conditions of Supply

Using the Website

Do I have to register?
No you do not have to register but if you do we will keep you up to date with any developments to the site & any special offers.

Can I print off the planning checklist?
Yes most of our info is supplied in PDF, including the planning checklists, Coshh data sheets, Technical Data Sheets & Product Brochures are there for you to download & print free of charge at your will.

I've forgotten my password, can I reset it?
Yes, if you have forgotten your account password then please click here to request a reset.

Do you offer a trade or credit account?
No, sorry. We accept all major debit and credit cards. By prior arrangement you can pay in advance by cheque or BACS transfer, please contact us for further details on 01752 692 206.

Can you send me a Pro Forma Invoice?
If you want to pay by BACS we can send you an invoice before you pay. Otherwise, just order online and in seconds you will be emailed a copy of your invoice.

Can I pay by Bank Transfer?
Yes, you can select this method of payment in the checkout.

Technical

Do you offer u-value calculations?

Unfortunately not as there are so many different variables that can affect a u-value. Whilst we can give a calculation using one of many calculators available online, this still may not be an accurate calculation. We suggest speaking with your building control or an architect who will be able to perform an accurate calculation, and specify products to achieve this. 

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