FAQ

• How does Click & Collect work?

It’s simple, ‘Click’ to place your order via our website at your selected store and ‘Collect’ in branch within 30 minutes*

For more information, click here.

•  What does ‘Collect Today’ mean?

Items that display ‘Collect Today’ are in stock at your selected Tucker French branch. Your item will be ready to collect within 30 minutes (usually faster) during branch opening hours. If you are shopping outside of hours, then your item will be ready for collection the next working day.

• What does ‘Collect Next Day’ mean?

Items that display ‘Collect Next Day’ are in stock at our central distribution warehouse and will be sent to your selected store, next day. Items will arrive at your selected store by midday, your selected branch will contact you once the item is available for collection.

Orders must be placed by 3pm to qualify for ‘Next Day’ Collection.

Please note, this only applies Monday to Friday within branch opening hours.

•  What does ‘Order from Supplier’ mean?

Items that display ‘Order from Supplier’ are ordered directly from our suppliers at the time of order. These items can take 5-10 working days to arrive at your selected branch for collection. Your branch will contact you as soon as your item is ready for collection.

• When will my order be available to collect?

‘Collect Today’ items will be available for collection within 30 minutes of order (during store opening hours). We will contact you via email as soon as the order is ready for collection, we ask our customers to bring this email with them when they collect, so please wait for this to arrive before coming to collect your order.

•  What are your Collection cut off times?

Orders placed for items with the stock status ‘Collect Today’ can be placed and collected 30 minutes before the branch closes.

Orders placed for items with the stock status ‘Next Day Collection’ must be placed before 3pm to qualify for Next Day collection. Orders placed after this time will be available from the following working day.

•  What do I need to bring with me to collect in branch?

You will receive an order confirmation email which will contain your order number. Please bring this, along with the card you paid with and photographic ID when you come to collect your items.

•  How long will my selected branch hold my order for?

Your selected Tucker French branch will hold your order for a maximum of 14 days.

•  What happens if I don’t collect my order?

If your order is not collected within 14 days, the items will be returned to stock. Please contact us to arrange a refund or rearrange a collection.

•  Where do I go to collect my order in branch?

Please go straight to our trade counter where a colleague will be happy to help with your collection.

•  Can someone collect on my behalf?

We’re happy for someone else to collect your order, but to protect you from fraud, the person you’ve nominated must present a copy of the order confirmation and their photo ID (passport or photo driver’s licence). Please note, original ID documents required, copies/photos are not accepted.

•  What time is my selected branch open?

Our branch opening times vary depending on location, but most branches are open Monday to Friday between 7am and 5pm. Our branches are also open on Saturdays from 8am-12pm

We recommend you check your nearest store opening hours here before making your way to us.

• Do you only supply to the trade and do I need to have an account to buy from you?

Anyone can buy from us both online and in branch. If you sign up for an account it will give you access to our trade prices, so we do recommend this.

• I’m having problems signing in ?

If you’re having trouble logging in we recommend clicking on ‘forgotten password’ on the Sign In page. If there’s an account matching the email address you’ve provided, you’ll be emailed a link to reset your password.

• Can I apply for a Tucker French trade account?

Yes of course, please download our New account form and follow the application process here .

• How do I view my orders or get a copy of my invoice?

Log in, click My Account and select Order History from the menu. All of your orders will appear here as soon as you’ve completed the online checkout. Use the tick boxes provided to select any invoices you wish to print.

Orders placed in store will also appear in your Order History

• Can I view my Credit Balance online?

Yes you are able to view your Credit limit and Credit Balance via your account page online.

• How do I edit my saved addresses?

 Updating your address is simple. Log in, go to My Account and click ‘Delivery Addresses’. If you want to add or remove saved addresses or swap your primary address this can be done here.

• Can multiple users use my account?

Multiple users can use the same trade account, as long as they have their own credentials to log in.

• Can I request a quote via my account?

Yes you can create a quote by adding the required items to your basket and at the final stage of the checkout, you can select to request a quote.

Your local branch will be in contact as soon as possible to discuss the quote with you.

• Do you offer bulk deal prices?

There are occasions where we can offer you a bulk deal price, depending on the items. Please contact your local branch directly to discuss this.

• Do you offer deliveries?

We do not currently offer a delivery service, however, please look out in Q4 for the launch of our 1 hour on demand delivery service around London.

• Is it safe to shop online?

Tucker French is committed to providing a safe and secure environment for our customers to shop online with us.

We use secure server technology that implements Secure Socket Layering (SSL) to protect your details and assist your shopping experience. SSL is the industry standard for encryption and enables millions of secure online transactions everyday.

• What payment methods do you accept?

We accept all credit and debit cards, other than American Express. You can also pay using your PayPal account.

We do not accept cheques.

• Do you take payments over the telephone?

For security reasons, we are unable to take card payments over the phone, however we can guide you through the process of ordering online whilst on the phone.

• How to return an item?

Should you need to ever return anything to us, we aim to make the process as simple as possible as long as the item has been purchased within the last 30 days.

Please note unwanted non-faulty items should be unused and in a saleable condition and with their original packaging, please make sure that you return all component parts. The return will need to be brought back to the original Tucker French store you purchased from.

By following the steps below, we can ensure a smooth transaction can take place and your refund issued.

1. Contact us via email to inform us you would like to return an item.
2. Take your unwanted, unused item to the Tucker French branch where you originally purchased from in its original packaging.
3. Bring your invoice or order reference number with you.
4. Our staff will check the item and confirm it was purchased within the last 30 days.
5. A refund can then be issued against the original method of payment if these conditions are met.

You can check our full return policy here.

• Can I return/exchange all products?

No, there are some items that are excluded from the unwanted return policy. This includes goods that are made to your requirements, as well as used macerators, toilets, water pumps and waste disposers.
We also cannot accept the return of unwanted boilers, boiler parts or boiler spares where the product box/packaging has been opened or seal broken.

• My item is faulty, what shall I do?

If your item is faulty and was purchased less than 30 days ago, you can take it back to the original Tucker French branch you purchased it from. Please ensure its in its original packaging for an exchange or refund – remember to bring your invoice or order reference number too.

If the fault has occurred more than 30 days after the purchase, then we can assist you with the issue. In the first instance, we would pass you onto the manufacturer as the warranty is directly with them and they will advise on whether the item will be repaired or replaced.

• My item has been installed and we have discovered it is now faulty. Can I return it?

If your item is installed and becomes faulty, please contact our customer service team before uninstalling the item.

• I am outside the 30 day return window. Can I still return my order?

We are unable to accept an unwanted return if it is more than 30 days since your original purchase.

• My item is damaged, what shall I do?

We recommend you double check your purchase before leaving the Tucker French branch, however, in the unlikely event you discover your item is damaged, then we must be notified within 24 hours of the collection.

If you have questions we haven't covered, please get in touch.