FAQ's

We aim to deliver all orders within 2-3 working days from the date of purchase. However, some deliveries may require more time. If you haven’t received your order within 7 working days, please reach out to us.

For customised or non-standard items, the delivery time may be longer as these items need to be made to order. If you have any specific delivery needs, please let us know beforehand, and we’ll investigate if we can accommodate your requests.

We can regularly arrange for next-day or timed deliveries. If you’re in a hurry and need your order delivered quickly, please contact us at 0116 246 0646. A member of our team will be happy to assist you and determine if we can meet your request.

Our typical deliveries are limited to weekdays. However, we may be able to arrange for a Saturday delivery. Please get in touch with us to determine if this is a possibility. Keep in mind that Saturday deliveries may incur an additional fee, which a member of our team will inform you of during the purchase process.

After your order has been scheduled for delivery, you will receive an email containing the tracking information. If you encounter any problems while tracking your order, please reach out to us and we will assist you.

While we strive to prevent it, damage during transit can occur. We kindly ask that upon receiving your order, you inspect it for any signs of damage. If any damages are present, please make note of it by signing it as “damaged” and notify us within 48 hours of receipt. Providing photos of both the damaged goods and how they arrived would be helpful in resolving the issue.

There are several reasons why you may not have received your entire order.

It’s possible that our couriers divided your shipment into two separate deliveries. Please verify that the number of items you signed for matches the number of items delivered. If you have not received the rest of your order by the end of the same business day as the first delivery, please reach out to us, and we’ll investigate.

Yes, when placing an order online, simply select the option for in-store pickup. You will receive a notification when your order is ready for collection.

Our store is located in Thurmaston, Leicester, and our regular operating hours are 8 am to 5 pm, Monday through Friday.

If you would like to collect your order right away, please get in touch with us prior to placing your order. A member of our team will verify that all necessary items are available in stock.

Upon placement of your order, you will receive an email with the estimated delivery date. If you know that you will not be present to receive the order on this date, please inform us as soon as possible. In many cases, we can coordinate with the courier to arrange an alternate delivery.

We apologize for the inconvenience of receiving the incorrect item(s). Please contact us at 0116 246 0646 and we will work to resolve this issue for you.

We do offer international shipping, including to the Scottish Highlands and offshore locations. Please get in touch with us for a shipping quote. There may be some items that are restricted from international shipping due to their size or weight.

In some instances, there may be a surcharge for delivery to certain postcodes or areas. If that’s the case, we’ll inform you and give you the option to cancel your order.

Stripe is a highly secure and trusted payment processing platform that is used by millions of businesses around the world. It offers a range of advanced security features, including data encryption, two-factor authentication, and fraud detection, to ensure that your payment information is kept safe.

When you enter your payment information on our website, it is securely transmitted to Stripe’s servers for processing. Our website does not store your payment information, so there is no risk of it being compromised in the event of a security breach.

In addition, Stripe is fully compliant with industry standards and regulations, including the Payment Card Industry Data Security Standard (PCI DSS). This means that your payment information is being handled in accordance with the highest security standards.

So, in summary, you can rest assured that your payment information is safe and secure when you use our website. We use Stripe as our payment processor, which is one of the most trusted and secure platforms in the industry.

All major credit cards are accepted.

I don’t have any cards or a PayPal account. Can I pay via a bank transfer?

If you don’t have a credit card or PayPal account, don’t worry. We can create an invoice for you. Please email us at [email protected] with a list of items you want to purchase and your complete billing information.

We regret to inform you that cash on delivery is not an accepted mode of payment. Our deliveries are handled by courier services who are unable to receive payment on our behalf.

We do accept cash payments for orders that are collected in person. However, this option is not available if you place your order through our online store. If you’d like to pay with cash upon collection, please give us a call and one of our team members will assist you in processing your order by phone.

I made an order but forgot something. How can I add to my order?

If you’ve made an order but forgot to include something, don’t worry. If your order hasn’t been shipped, we can help you add to it. Simply contact one of our team members over the phone and we’ll arrange for a new order to be placed and combine the shipping costs for you. Note that adding items to your order through the website is not possible, as shipping charges will be automatically calculated.

Yes, phone orders are accepted. Please call us at 0116 507 7245 to place your order.

You will receive a VAT invoice via email to the email address associated with your account after your order has been processed. In case your order was placed during non-business hours, the invoice may be sent the following working day.

Yes, you can order as a guest which allows for a quick and easy checkout process without the need to create an account. On the other hand, creating an account provides benefits such as easier order tracking, faster checkout for future purchases, and the ability to save billing and shipping information for future use.

Our product offerings and range are constantly growing, so we have opted to only keep our catalogue available online. If you have trouble locating a specific item, please don’t hesitate to contact our customer service team who will assist you in navigating our website.

Our products have detailed datasheets that can be accessed via the downloads section on each product page. If additional information is needed, please reach out to us by phone or email at [email protected].

Yes, we can assist with custom product orders. While we generally carry the most popular sizes on our website, we understand that sometimes customers may need a unique size. If this is the case, please don’t hesitate to reach out to us for a quote. We’ll do our best to accommodate your needs.

While we do our best to maintain consistency in the products we send out, it is possible that we may source similar items from different manufacturers. To ensure you receive an identical product, please reach out to us before placing your order. We’ll be happy to assist you.

We may consider your request to return the goods we have provided, but it is subject to a 25% handling fee that we have the right to impose. Before proceeding with the return, kindly reach out to us. We only accept returns within 28 days after you have received the goods.

The items must meet the following conditions:

• Unused and in pristine condition.
• Retained in their original packaging.

Unfortunately, we cannot accept returns for items that are bespoke or custom-made.

For additional details on returns, kindly refer to the information available here.

To which address should I send my returned product?

Ensure that the returned item is properly packaged and labelled as follows:

Customer Returns
Ducting Direct Ltd
31 Wenlock Way
Leicester
LE4 9HU

Kindly include relevant information about your initial purchase, such as a copy of your original invoice.

A 25% restocking fee will be applied to all returns as previously noted.

The processing time for your return will depend on a few factors. Once we receive your returned products, we will conduct a thorough inspection and issue a credit note. Our goal is to complete this process within 2 business days of receipt. If you made your purchase through our website, your refund will be processed through Stripe and credited back to your original payment method. If an alternative payment method was used, a member of our team will reach out to you to arrange the refund.

The spiral duct has larger, female ends, while any attachments have smaller, male ends. These attachments include elbows, T-pieces, reducers, etc. To connect two pieces of ducting, the male end is inserted into the female end, then secured with self-drilling screws. If connecting two pieces of spiral ducting with the same ends, a connecting piece is necessary, either a male piece between two female ends or a female piece between two male ends.

Metal spiral ducting can be cut to size with either an angle grinder or a hacksaw. However, it is important to ensure that the equipment you use is suitable for the task and that you follow all manufacturer’s safety guidelines and have received the necessary training.

Spiral ducts come in standard sizes based on their diameter within the industry. To determine the size, you need for your installation, consider the following factors:

• The intended use of the duct.
• The desired air flow velocity in the duct.

Yes, we have expanded our capabilities through our partnership with a specialised installation company. If you would like to learn more about our installation services or schedule an appointment, please feel free to contact us at the following number 0116 246 0646.

Joining plastic ducting is similar to joining spiral ducting. The plastic ducting system is built with push-fit connections between the lengths of ducting and plastic fittings, such as connectors, bends, T-pieces, reducers, and others.

For round plastic ducting, the straight lengths of ducting have female ends, while the fittings have male ends. On the other hand, rectangular plastic ducting has a different design, where the lengths of ducting have male ends and fittings have female ends.