FAQs

• What payment options do you accept?

• Our website will process orders from any debit or credit card along with PayPal payments, Google Checkout and Amazon Payments. We now also accept payment with Amex (American Express). 

• Do you have a showroom or shop we can visit?

• We do not currently have a showroom open to the public. If there is an item which you are interested in, please contact us via live chat or email info@directglobaltrading.com for more information. 

Delivery

• What courier do you use to deliver?

• Our main couriers are DPD and EVRi. For smaller items, Royal Mail will be used and for larger or heavier items, a pallet company will be used.

• Can I track my order?

• Once your order is dispatched from our warehouse, you'll be sent a confirmation email which will provide a tracking number and relevant website to visit so that you can track your order. Please note that you may not be able to track your order immediately as time needs to be allowed for your order to leave our warehouse and be checked in at the courier depot. Unfortunately any orders being sent with Royal Mail cannot be tracked, as they are not sent on a tracked delivery service.

• When can I expect delivery if I place my order today?

• The majority of items will be delivered the following day if orders are placed before 3pm. However, some larger items will be dispatched directly from our suppliers and could therefore take on average 3-7 working days to be delivered to you.

• Do I need to be in when my order arrives or can this be left somewhere?

• Ideally you should be in when your order is delivered but we understand that this is not always possible. If this is the case, if you let us know a safe place that your order can be left (e.g. with a neighbour or in a shed etc) then we can request that this will be done. Please note unfortunately this is at the courier’s own discretion and therefore cannot be guaranteed.

• What does ‘kerbside delivery’ mean?

• Kerbside deliveries will be made for large and heavy items that need to be delivered on a pallet. The driver is contracted to deliver to the side of the kerb only, or a safe place as far as his manually operated pallet trolley will allow. Unfortunately, any help further than this is dependent upon the individual driver and therefore we strongly recommend that you make your own arrangements following delivery. The haulier company should contact you prior to delivery in order to book it in with you at an appropriate time, so please ensure a telephone number is supplied upon placing your order.

• Only part of my order has arrived, when will the remainder of the order be delivered?

• If you have ordered a number of items then it is possible that some of these will be dispatched directly from our suppliers and others from ourselves. Therefore unfortunately we cannot guarantee when each delivery will be made.

Pumps

• Do you sell replacement parts and pumps?

• We are able to supply a number of replacement parts and pumps. For replacement pumps click here to follow the link. Please contact us via email at info@ukwaterfeatures.com for further details.

• My pump makes an audible whirring sound and the flow is limited, or non-existent.

• Switch off and unplug the pump. Check the water level in the reservoir as the pump should be completely submerged. Whilst carrying out this check, it is a good idea to check that the pump intake is clear of debris and the pipework is not blocked or restricted. For further help, please refer to the pump maintenance guide on our website.

• The pump fails to run on my water feature

• Unplug the pump, check there is no debris blocking the inlet, disconnect the pipework and pull the front section of the pump cover away from the main body. Clear any debris from the inside of the pump cover. Spin the impeller/rotor to ensure it rotates. Pull the impeller/rotor and clean it using water and a mild detergent. Ensure the shaft is free from limescale. Reassemble the pump, adjust the flow control, reconnect the plumbing and switch the pump on. For further help please refer to the pump maintenance guide on our website.

• Why do the pumps on some items come with no plugs?

• Some pumps are supplied with no plugs for a number of reasons. If they are being plugged in indoors, then the wire is sometimes threaded through an external wall. If a plug is supplied then this would need to be cut off to do this and this unfortunately invalidates the warranty of the pump. Also, some pumps are also supplied overseas where a different plug attachment is required.

• Can the plug be removed from the transformer/pump or will this invalidate the warranty?

• If the plug is removed from the transformer this will invalidate the warranty.

Returns

• What happens if the item purchased is unsuitable? How do I go about sending the item back?

• If the item you have received is unsuitable, please contact us immediately. We can then discuss the best course of action for returning the item. In order for a full refund to be issued they must be returned in the original packaging, packed how they arrived to avoid damage and also un-used in a resalable condition.

• How do I return a product purchased from UK Water Features

• We will happily refund or exchange any item purchased on our website up to 7 days from taking delivery of your item(s). If un-suitable the item must be returned un-opened in its original packaging in a resalable condition. We cannot cover the return postage costs on un-suitable items. If your item is faulty please contact customer services who will issue you with a returns number (RN) which must be quoted on the outside of the packaging before the item can be sent back. Failure to add this number to the packaging can delay the process of any exchange or refund.

• My water feature has arrived damaged/broken, what do I need to do?

• If your feature has arrived damaged, please contact us immediately! Once delivery has been made, all damages must be reported within 7 days. It is likely that we will require photos of the damage, along with your order number. We will then contact you with the next step, depending on the situation.

Water Features

• Do I need to plumb my water feature into the mains water supply?

• No. All of our water features are either self-contained - where the water is held within the feature itself - or they come with, or require, a pebble pool or reservoir which will contain the water.

• The water in my water feature seems to go green really quickly; can anything be added to the water to prevent this?

• Yes! A simple additive placed directly into the water feature or fountain can prevent the build-up of algae. Our 'Fountain Algae Stopper Banish Water Feature Clear ' is a best-selling product and will help to keep your water clean. 

• What’s the best thing to do with our water feature during the winter?

• With the winters getting colder, we always recommend that the fountain is completely drained of water and covered with a winter protection cover. (This must be substantial enough to resist frost and ice). We would also advise that you take your pump and transformer indoors over the winter months. *Top Tip- If you struggle to get all the water out from the fountain base, place a towel inside to soak up any excess water.

• Do you install water features?

• No, unfortunately we do not install or fit any of our features.

• What would you advise to do with the cable running from the fountain to the electric supply?

• The cable itself will be fine to be left outside. However, if you are not happy doing this then the wire can be threaded through a length of plastic piping and buried under ground level. If your feature has lights then the transformer must be kept dry and therefore ideally indoors but placing it in a 'dri-box' or something similar will be just as effective.

• How do the stainless steel water blades work?

• The water blades are fitted into a wall. If there is a pre-existing wall then we would recommend a 'rear entry' blade which will simply slot into a hole of the correct size and the piping and fixtures will be on show behind the wall. However, if the wall is being built from scratch then a 'bottom entry' blade can be used. In this situation, a vertical hole through the centre of the wall can be left in order to house the piping and attachments internally. This will create a tidier appearance, for instance if the wall can be viewed from all angles. A reservoir of water (whether your own creation or one of our pre-formed reservoirs), corresponding to the size of blade, is placed under the blade and this houses your pump. Attached to the pump is the pipe and fitting kit which will then go either vertically through or behind the wall, depending upon the type of blade you have, and attach to the blade's outlets. The water is pumped from the reservoir up the piping and into the blade where it then overflows and falls in a cascading sheet back into the reservoir to be recycled.

  We recommend that the blades are positioned no more than 1.5m above the level of water in the reservoir. This is because the blades can be prone to quite a large amount of splashing meaning that the reservoir will regularly need topping up. Also, we strongly advise that you do not put fish in the reservoir as the fall of the water from the blade can harm them. For further information please refer to the guides section of our website.

• The transformer that’s come with my fountain seems to be weatherproof but can this be left outside?

• No. The transformer with your feature must be kept dry. Ideally this should be indoors but can just as easily be placed inside a fully sealed 'dri-box' to prevent any dampness getting in.

• I’m looking to replace the transformer on my water feature, how do I know which size to order?

• On your current transformer there should be a label featuring lots of information. There should be a number followed by 'VA'. This is the important bit. Replacement transformers can be found on our website and you can choose which size you require from the drop-down menu. If the specific size of your transformer is not on the list, you can choose a 'VA' number which is higher but not lower than the one you currently have. Check out our handy guide for more information.

• How long is the warranty with the Water features?

• All our water features come with a 12 month warranty which will be effective on the basis that our winter care guidelines are followed. With this, water fountains should be drained of all water and covered with one of our protection covers over the cold winter months to avoid frost damage.

• What are the advantages of solar powered over mains water features?

• Solar powered features have the advantage of being more eco-friendly and they can be placed away from mains power as they do not need to be plugged in. This allows some degree of freedom in positioning your water feature as well as cutting out electrical maintenance. However, the solar powered features do tend to work most effectively in completely direct sunlight. Some solar features will come with a battery back-up pack which means that your feature can continue to be used once the sun goes down. (This will be specified on the item description). Please note that not all solar powered features come with this.