Your Questions
We hope you can find the answer quickly here, but if not, please feel free to contact us at Customer services.
To create an account, simply visit the registration page. Signing up will allow you to create a wishlist, view your order history, access your trade terms, and speed up the checkout process.
Trade terms refer to special pricing and conditions available exclusively to trade customers. Once you’ve created an account and logged in, you can access your trade terms online. The terms you receive may vary by product type and manufacturer.
After registering, it can take up to 48 hours for your account to go live. You will receive an email from a member of the LoCO2 Heat team once your account is set up. If you require anything before your account is live, just give us a call during opening hours and we can handle any urgent orders over the phone right away.
Yes, you can still shop and check out as a guest. However, registering for an account gives you additional benefits like accessing trade terms and speeding up the checkout process.
If you’ve forgotten your password, you can retrieve it by entering your registered email address on the “Forgotten Password” page. Make sure to use the email address you used when registering.
VISA, VISA Delta, MASTERCARD
To apply for a trade credit account, please email accounts@loco2heat.co.uk to request an application form.
Please use the contact details listed on our contact page, and your enquiry will be forwarded to the relevant team. Alternatively, you can email the LoCO2 Heat accounts team directly at accounts@loco2heat.co.uk with your enquiry.
Once your order is dispatched, you will receive a notification with a tracking number to follow the progress of your delivery. Please note that in a small number of cases, full tracking details may not be available for certain delivery types.
For delivery information, click here.
You can contact LoCO2 Heat customer support by phone or email, or visit the trade counter. The contact details are provided on our contact page.
For returns information, click here.
For warranty, click here.
We pride ourselves on our product knowledge and are happy to assist where we can. For more complex enquiries, we may refer you to the manufacturers for further support. For any technical questions, please email our support team or call the office to discuss your enquiry. Contact details can be found on the contact page.
If the product you wish to purchase is available on the website, the prices will be shown (please ensure you’re logged in to view your trade terms). For a straightforward quote, you can also email our support team with a list of the products required. If you’d like to discuss your requirements in more detail, feel free to give us a call—it’s often helpful to ask more specific questions. Finally, we are always happy to meet our customers in person at our trade counter, where one of our team can provide you with a quote. Contact details can be found on our contact page.
Please give us a call or send an email for any products or sizes that aren’t listed on our website.
Not all of our products are displayed, and it may be something we can easily source for you.
Due to the size and nature of certain products—such as pre-insulated pipes, boilers, and buffer tanks—it may be necessary to arrange pallet network delivery. In these cases, you will be informed at the point of sale and again in your dispatch email that you may require offloading equipment that is available at the time of delivery. It is not the delivery driver’s responsibility to offload these special deliveries.
For smaller deliveries, a tail lift can sometimes be organised, but this needs to be booked prior to dispatch. Please let a member of our team know as soon as possible if this is required.
When an item is marked as “enquire,” it can be for several reasons. In some cases, it’s due to stock levels. For larger orders, such as pre-insulated pipe, we may be able to arrange additional terms with the supplier. In other instances, we’ll need your delivery postcode to calculate shipping costs. Bespoke items often require longer lead times, which will need to be discussed and agreed with you before purchase.
If you’re unsure about any product, please contact a member of our team for more information.
Can’t Find an Answer?
Email us your question: Our office hours are 9am to 5pm Mon – Fri