Pluzs Support Portal

To track your order:

1. Click "View My Orders" and enter your email address
2. Find your order in the list
3. Once your order is dispatched, you'll see:
   • Tracking number that you can copy
   • "Track Package" button that opens the courier's tracking page

Important: Tracking is only available for orders that have been dispatched. Orders still being prepared won't have tracking information yet.

UK Standard Delivery

• For items marked "In Stock"
• Dispatch: Within 2-3 working days
• Delivery: 2-3 working days after dispatch
• Total time: 4-6 working days
• Working days: Monday-Friday

Next Day Delivery

• Available for "In Stock" items only
• Check basket for your specific cut-off time
• Cut-off times vary by dispatch location
• If ordered after cut-off: delivered on second working day
• Working days: Monday-Friday (excluding bank holidays)
• Not available to all UK destinations

Republic of Ireland

• For items marked "In Stock"
• Dispatch: Within 2-3 working days
• Delivery: 3-5 working days after dispatch
• Total time: 5-8 working days

Restricted UK Postcodes

Next Day Delivery is NOT available to:

PA20, PA28-38, PA41-48, PA76-77, PA80, KA27, ZE1-3,
PH19-PH50, HS1-HS9, KW15-KW17, TR21-TR25

These postcodes receive:

• Tracked 24: 2 working days
• Tracked 48: 3 working days
• Add one day if redirection is in place

To cancel an order (before dispatch only):

1. Go to "My Orders"
2. Click "Cancel Order" on the order you want to cancel
3. Select a reason for cancellation
4. Confirm your cancellation request

Once cancelled: Your refund will be processed within 3-5 business days to your original payment method.

Note: Orders can only be cancelled if they haven't been dispatched yet.

Delivery Prices

• UK Standard Delivery: £3.95
• Next Day Delivery: £6.95
• Republic of Ireland: £4.95

All prices include tracking

To change your delivery address:

Only available BEFORE dispatch

1. Go to "My Orders" and select your order
2. Click the "Edit" link next to Delivery Address
3. Enter your new address details
4. Confirm the change

Important notes:

• Your order will be placed on hold while the address is updated
• Changes are usually processed within a few hours (max 24 hours)
• Once dispatched, address changes are NOT possible

To report wrong items received:

1. Go to "My Orders" and select your order
2. Scroll to the Support Tickets section
3. Click "New Ticket"
4. Select "Wrong item received" from the dropdown
5. Describe which items are wrong and what you received instead
6. Submit the ticket

What happens next:

• Our support team will review your ticket
• We'll arrange for the correct items to be sent or offer a refund
• Response within 24 hours during business days

If your order was returned to sender:

1. Go to "My Orders" and select your order
2. Scroll to the Support Tickets section
3. Click "New Ticket"
4. Select "General enquiry" from the dropdown
5. Explain that your order was returned to sender and request re-shipment
6. Submit the ticket

What we'll do:

• Review your request immediately
• Arrange for the order to be re-sent to the correct address
• Or process a refund if preferred
• Response within 24 hours during business days

If your order hasn't arrived when expected:

1. Go to "My Orders" and select your order
2. Check the order status:
   • If it shows "Dispatched", look for the tracking number
   • Click "Track Package" to check delivery status

Need to raise a ticket if:

• Tracking shows delivered but you haven't received it
• The delivery is significantly delayed

How to raise a ticket:

1. Scroll to the Support Tickets section
2. Click "New Ticket"
3. Select "Not arrived" from the dropdown
4. Provide details about the expected delivery date
5. Submit the ticket

What happens next:

• We'll investigate with the courier
• Arrange redelivery or a refund
• Response within 24 hours during business days

If you haven't received an order confirmation email:

1. Go to "My Orders" and enter your email address
2. Check if your order appears in the list

If you CAN see your order:

• Your payment has been received and order is confirmed
• Check your spam/junk folder for the confirmation email
• Add our email address to your safe senders list

If you CANNOT see your order:

You need to raise a support ticket:

1. Go back to "My Orders"
2. Scroll to the Support Tickets section
3. Click "New Ticket"
4. Select "General enquiry"
5. Provide as many details as possible:
   • Approximate order time
   • Items ordered
   • Payment method used
   • Any reference numbers
6. Submit the ticket

Our team will investigate and respond within 24 hours.

If you've ordered the wrong part:

First, go to "My Orders" and check your order status.

If order has NOT been dispatched:

1. Click "Cancel Order" on the order
2. Select "Ordered by mistake" as the reason
3. Confirm your cancellation
4. Refund processed within 3-5 business days

If order HAS been dispatched:

1. Wait for the order to arrive
2. Go to "My Orders" and select your order
3. In the Returns section, click "Return items"
4. Tick the wrong parts and choose how many of each
5. Select "Ordered wrong part" as the reason and submit
6. Show the Royal Mail QR code at any Post Office — the label is printed there and there is nothing to pay. £3.95 return postage is taken off your refund

Important:

• Start the return within 30 days of dispatch
• Items must be unused and in their original packaging
• We check every return and refund once Royal Mail scan the parcel in — usually within one working day of the scan, then 5-7 working days to reach your account

To check your delivery date:

1. Go to "My Orders" and enter your email address
2. Find and select your order
3. View the order status at the top
4. Check individual item statuses for specific delivery information

Status information shows:

• Processing: Order being prepared
• Dispatched: Order sent, tracking available
• Delivered: Order completed

Each item may have different statuses if shipped separately.

Note: Estimated delivery dates are shown for each item based on current status.

To access proof of delivery:

1. Go to "My Orders" and select your order
2. Find the tracking information section
3. Click the "Track Package" button
4. This opens the courier's tracking page
5. Look for "Proof of Delivery" details on the courier site

Proof of delivery typically includes:

• Delivery date and time
• Signature (if required)
• Photo of delivered package (for some couriers)
• GPS location of delivery

Note: Proof of delivery is only available for orders that have been delivered.

Unfortunately, we cannot amend parts of an order once placed.

If your order has NOT been dispatched:

1. Go to "My Orders"
2. Click "Cancel Order" on the order
3. Complete the cancellation
4. Place a new order with the correct items
5. Refund processed within 3-5 business days

If your order HAS been dispatched:

• Wait for delivery
• Return the unwanted items
• Place a new order for the items you need

Why we can't amend orders:

• Orders are processed immediately
• Stock is allocated instantly
• Prevents errors and delays

Unfortunately, we cannot upgrade delivery once an order is placed.

Your options:

If order has NOT been dispatched:

1. Cancel your existing order
2. Place a new order with upgraded delivery
3. Select Next Day Delivery at checkout
4. Original order refund within 3-5 business days

If order HAS been dispatched:

• Delivery method cannot be changed
• Order will arrive as originally scheduled

For future orders:

• Choose delivery speed at checkout
• Next Day: £6.95 (in stock items only)
• Standard: £3.95 (2-3 working days)

Tip: Check cut-off times for Next Day Delivery before ordering!

Dropship delivery explained:

Your order is being sent directly from our supplier's warehouse instead of our own warehouse.

This means:

• Faster delivery - shipped from nearest location
• Same quality products and service
• Full warranty and returns policy applies
• Tracking still available

Why we dropship:

• Some items are stored at supplier warehouses
• Reduces delivery time to you
• Ensures fresher stock for certain items
• More efficient shipping routes

No difference for you:

• Same customer service
• Same returns process
• Same warranty coverage

Note: The supplier name may appear on the shipping label, but we remain your point of contact for any queries.

Start your return in the portal:

1. Go to "My Orders" and enter your email address
2. Select the order
3. In the Returns section, click "Return items"
4. Tick the items you want to send back and choose how many of each
5. Tell us why, confirm the condition checks, and submit

What you get straight away:

• A return reference (for example RET-1023456-K3M9QX)
• A Royal Mail QR code on screen and by email
• No printer needed — show the QR code at any Post Office and staff print the label for you
• The label PDF is attached to the email too, if you would rather print it yourself
• Return postage is £3.95 per parcel, taken off your refund — nothing to pay at the Post Office

Then:

1. Pack the items and drop the parcel at a Post Office
2. Royal Mail scan it into their network — this can take up to 24 hours after you drop it off
3. We check the return and refund you once it is scanned — usually within one working day of the scan
4. Your refund goes back to the original payment method and takes 5-7 working days to appear

Prefer your own courier?

• Choose "My own courier" when you start the return
• Post the parcel, then open the return in the portal and upload a photo of your proof of postage plus the tracking reference
• We check the return and refund the items once you submit it — your own postage is not refunded

Requirements:

• Start the return within 30 days of dispatch
• Items unused and in their original packaging
• Your QR code is valid for 30 days from the day it is issued

Track it any time: "My Orders" → the order → Returns.

Faulty, damaged or wrong item? Raise a support ticket on the order instead so we can confirm the problem — we will sort it out directly. There is no return postage charge for a faulty or damaged part.

Refund timeline:

1. You drop the parcel at a Post Office and staff scan the QR code
2. Royal Mail scan it into their network - usually within a few hours, but it can take up to 24 hours
3. We check the return and refund you - normally within one working day of the scan. You do not need to wait for the parcel to reach us
4. The money reaches your account - 5-7 working days, depending on your bank

Using your own courier?

We check the return and refund once you upload your proof of postage and tracking reference in the portal.

You will receive:

• An email with your QR code when you start the return
• An email confirming the refund, with the amount
• Live status in "My Orders" → the order → Returns

What is refunded:

• The items you sent back, including VAT
• Any discount on the order is applied proportionally
• The original delivery charge is not refunded
• £3.95 return postage is taken off the refund for a Royal Mail return, once per parcel. Nothing is taken if you use your own courier

Refunds always go back to your original payment method.

Most items CAN be returned if:

• The return is started within 30 days of dispatch
• The item is unused and in its original packaging
• The item has been dispatched — anything not yet sent can be cancelled instead

Items that CANNOT be returned:

• Custom-made parts (made to order, cut to size)
• Electrical items that have been installed
• Consumables (filters, bags, etc. that have been used)
• Hygiene products that have been opened

Special cases:

• Faulty/damaged items: Can ALWAYS be returned, with no return postage charge — contact us first so we can confirm the damage
• Wrong items sent: Can ALWAYS be returned
• For either of these, raise a support ticket on the order rather than starting a standard return

The portal does the checking for you: open the order, click "Return items", and only the items and quantities you can actually send back are offered.

Report damaged items immediately:

1. Go to "My Orders" and find your order
2. Scroll to the Support Tickets section
3. Click "New Ticket"
4. Select "Damaged item" from the ticket type dropdown
5. Include photos of:
   • The damaged item
   • The packaging (inside and outside)
   • Any shipping labels
6. Describe the damage in detail
7. Submit your support ticket

What we'll do:

• Confirm the damage from your photos — do not start a return in the portal for a damaged part
• Prioritise your case for fast resolution
• Arrange either a replacement or refund
• Contact you within 24 hours

Important: Report damage within 48 hours of delivery for fastest resolution

Tip: Keep the packaging until your claim is resolved

No — RANs have been replaced.

We used to email you a Returns Authorization Number (RAN) after you raised a ticket. That step is gone. When you start a return in the portal you get a return reference immediately, in the form RET-1023456-K3M9QX.

What the return reference does:

• Links the parcel to your order and the exact items you selected
• Is already printed on the Royal Mail label — you do not need to write anything on the box
• Is what we and Royal Mail use to track the parcel and release your refund

How to get one:

1. Go to "My Orders" and select your order
2. In the Returns section, click "Return items"
3. Choose your items and quantities, then submit
4. Your reference and QR code appear on screen and arrive by email

Already have a RAN from us? If an agent gave you one for a return you have already posted, it still stands — just reply on that ticket and we will finish it off.

You can get one yourself, right now — no waiting, no charge.

1. Go to "My Orders" and select your order
2. In the Returns section, click "Return items"
3. Choose the items and quantities you are sending back
4. Submit — your Royal Mail QR code appears on screen and is emailed to you

You do not need a printer:

• Take the parcel to any Post Office and show the QR code on your phone
• Staff scan it and print the label at the counter
• If you would rather print at home, the label PDF is attached to the email

Good to know:

• Return postage is £3.95 per parcel, taken off your refund — nothing to pay at the Post Office. Faulty or damaged parts: contact us instead, no charge
• The QR code is valid for 30 days from the day it is issued
• Lost the email? Open the return in "My Orders" and the QR code is still there
• Using your own courier instead? Post it, then upload your proof of postage and tracking reference in the portal

Finding your model number is essential for ordering the correct parts

Visit our Model Number Finder: https://www.pluzsshop.co.uk/find-your-model.htm

Common locations for model numbers:

• Washing Machines: Inside the door frame or back panel
• Dishwashers: Inside door edge or side panel
• Cookers: Behind the door or storage drawer
• Fridges/Freezers: Inside wall or behind salad drawer
• Microwaves: Inside door frame or back panel

Model numbers are usually on a rating plate or sticker

Tip: Take a photo of your model plate for future reference!

Installation resources:

Visit our Advice Center: https://www.pluzsshop.co.uk/advice/

Available resources include:

• Installation guides
• User manuals
• Video tutorials
• Step-by-step instructions
• Troubleshooting tips
• Maintenance advice

Also available:

• Product pages often include specific installation instructions
• Downloadable PDFs for offline reference
• Expert tips for common issues

Safety note: For complex installations involving:

• Electrical connections
• Gas appliances
• Plumbing modifications

We recommend consulting a qualified professional technician

Our parts policy:

We prioritise genuine parts whenever possible

• Where available and economically sensible, we'll always supply the genuine spare part
• Original manufacturer quality and specifications
• Full manufacturer warranty included

Aftermarket options when needed

• When genuine part prices are above what would normally be expected, we offer quality aftermarket alternatives
• High-quality alternatives that meet or exceed OEM specifications
• More affordable option for expensive genuine parts
• All aftermarket parts come with appropriate warranties

Why we do this:

• We believe in providing genuine parts at fair prices
• We only offer aftermarket when genuine parts are unreasonably expensive
• This ensures you get the best value without compromising on quality

Each product listing clearly shows:

• Whether it's "Genuine" or "Aftermarket"
• Manufacturer information
• Warranty details
• Price comparison when both options are available

Why parts may look different:

Parts do sometimes change in appearance from the original but are usually direct replacements that function exactly the same.

Common differences you might notice:

• Updated design or improved version
• Different color or finish
• Modified shape for better performance
• Different branding or labels
• Improved materials or construction

What this means:

• The part will fit correctly in your appliance
• Same functionality as original part
• Often improved reliability or performance
• Fully compatible with your model

To verify compatibility:

• Check the product page for specific details
• Confirm the model number matches
• Review any compatibility notes
• Contact support if unsure

Note: Manufacturers regularly update part designs while maintaining compatibility. These visual changes don't affect the part's ability to work in your appliance.

Accepted payment methods:

Credit & Debit Cards:

• Visa
• Mastercard
• American Express
• Maestro

Other payment options:

• PayPal (instant payment)
• Bank Transfer (for large/trade orders)

Security:

• All payments processed through encrypted connections
• SSL secured checkout
• PCI compliant payment processing

When payment is taken: Immediately when you place your order

How to download your invoice:

1. Go to "My Orders"
2. Click on your order
3. Select "Download Invoice"
4. Save or print the PDF

Invoice includes:

• Full order details
• VAT breakdown
• Company registration details
• Payment information
• Your billing address

For business customers:

• Full VAT invoice provided
• All necessary tax information
• Suitable for accounting purposes

Availability: Invoices available immediately for all completed orders

Trade accounts available!

Benefits for trade customers:

• Competitive trade pricing
• Bulk discounts on large orders

How to apply:

Contact: Commercial sales team at trade@pluzsshop.co.uk

Ways to contact us:

For order-related enquiries:

• Go to "My Orders"
• Find your order
• Raise a support ticket against the order

For general enquiries:

• Use "Contact Support"
• For enquiries not related to specific orders

To view your orders:

1. Click "My Orders" tile
2. Enter your email address
3. View all your orders

Order history shows:

• All past and current orders
• Order status (Processing, Dispatched, Delivered)
• Tracking information
• Order totals
• Delivery addresses

Available actions:

• Track packages
• Cancel orders (if not dispatched)
• Request returns
• Download invoices
• Contact support about specific orders

Your data is protected:

Security measures:

• 256-bit SSL encryption for all transactions
• Encrypted database storage
• Secure password hashing
• PCI DSS compliant payment processing
• No storage of card details

Privacy commitment:

• Full GDPR compliance
• Never share data without consent
• No spam - only order updates
• Right to data deletion
• Transparent privacy policy

Additional protection:

• Regular security audits
• Fraud detection systems
• Secure backup procedures

Your privacy and security are our top priority!