Frequently Asked Questions

Delivery Questions:

What are the normal delivery times? How long will my order take to arrive?

While we endeavour to deliver all orders within 2-3 working days from the date of the order, some deliveries may take longer. If you have not received your order within 7 working days please contact us

Bespoke/non-standard items may take longer to deliver as these will be made to order. If you have specific delivery requirements please contact us first and we will look into whether we can achieve these for you. 

What if I require next day or a timed delivery?

We can often facilitate next day or timed deliveries, if you require your order quickly please give us a call on 01455 616 444. A member of our team will check whether we can facilitate this for you. 

Will my delivery be made on a Saturday?

Our standard deliveries will only take place on weekdays however, Saturday deliveries can sometimes be arranged. Please contact us to see if we can arrange this for you. Saturday deliveries are subject to a surcharge which will be advised by a member of our team at the point of purchase.

How can I track my delivery once it's shipped?

Once your order has been booked in for delivery you will be sent an email with the tracking details for your order. If you have any issues with tracking your order please contact us so that we can look into this for you. 

What do I do if the item has been damaged?

As much as we try to avoid it, sometimes orders get damaged in transit. We kindly ask that our customers inspect their deliveries on arrival. If there are any signs of damage, please ensure that you sign for them as "damaged" and inform us as soon as possible but within 48 hours of receipt of the product. If you can take photographs of how the goods arrived as well as the damage this should help us to resolve the issue.

I received my orders, but some items are missing. Why?

There can be a few reasons why you have not received your order in full;

Sometimes, our couriers separate consignments onto two separate vehicles. Please check that the number of items you sign for matches the number of items delivered. If you have not received your full order by the end of the same working day of the first part of your delivery please contact us so we can have a look into this for you. 

Can I collect my order directly from you?

Of course, when placing an order online please choose the option to collect in store. You will be notified when your order is ready for collection.
We are located in Thurmaston, Leicester and our standard opening times are 8am to 5pm, Monday to Friday.

If you would like to collect an order from us straight away please contact us before placing your order. A member of our team will check that all required items are in stock.

I have received an estimated delivery date but know I wont be there to receive it, what should I do?

You will be sent an estimated delivery date by email. If, when you receive this date, you know that you will not be around to receive your order please let us know as soon as possible. We can often contact the courier to make alternative delivery arrangements.

I've received my order but it is the wrong item. What should I do?

We are really sorry to hear that you have received the incorrect item/s. Please call us on 01455 616 444 so that we can resolve this for you.

Do you deliver outside of the UK?

We are able to ship orders internationally, to Scottish Highlands or off-shore. Please contact us first for a delivery quote. Unfortunately, there are a small number of items which we cannot ship internationally, due to their size or weight.

Very occasionally, some postcodes or areas might carry a surcharge for delivery. If this is the case we will contact you to let you know, and you'll have the opportunity to cancel your order if you prefer.

Ordering and Payment Questions:

Is it safe to enter my payment details into your site?

Payments by credit or debit card for goods and services supplied by Ducting Express Services Ltd are processed using PayPal virtual terminal. When the payment is processed by PayPal, the details of the credit or debit card are collected over a secure link. Ducting Express Services Ltd does not store any financial details other than your contact details used for delivery & returns. PayPal will use the personal information you provide to process your payment and to refund any monies due to you. PayPal will use industry standard software, which encrypts your information. For further details about the security of this information, please refer to PayPal.

PayPal (Europe) S.à r.l. & Cie, S.C.A.
Société en Commandite par Actions
Registered Office: 5th Floor 22-24 Boulevard Royal L-2449, Luxembourg RCS Luxembourg B 118 349

What cards do you accept?

All major credit cards are accepted.

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

Not a problem at all. We can raise a proforma invoice to you. Please send over a complete list of all items you require along with your full invoicing details to [email protected] 

Do you accept cash on delivery?

Unfortunately not. Our deliveries are sent out using courier services who cannot accept payment on our behalf.

Do you accept cash on collection?

Yes. Unfortunately you will not have this option if placing a collection order via our web store. If you would like to process an order for payment on collection please give a member of our team a call so that they can process your order over the telephone.

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

As long as your order has not been dispatched already we should be able to facilitate this for you. Give a member of our team a call so that we can raise a new order for you and combine shipping costs. Unfortunately you will not be able to do this via the website as shipping charges will be automatically calculated. 

Can I order over the phone?

We are more than happy to process an order over the telephone for you. Call us today on 01455 616 444.

Will I get a VAT invoice?

When your order is processed you will be sent a VAT invoice by email to the email address on your account. If your order is placed outside of our normal office hours you may not be sent a copy of your VAT invoice until the next working day.

Can I order without an account?

In order to place an order via our website you will be required to create an account.  

Product Questions:

Do you have a product catalogue that you can send me?

Due to the number of products and because we are constantly adding to our product range we made the decision to keep our catalogue online only. If you ever struggle to find the item you are looking for please feel free to give us a call, one of our customer service advisors can guide you through our website.

How can I get more information about the products?

Lots of our products have downloadable datasheets which include further information. These are available in the downloads section within each individual product page. If you still require further information please do not hesitate to give us a call or send an email to [email protected]

You have the stuff I need but not in the size/s I need. Can you help with that? Do you do custom product orders?

Generally, we feature the most common sizes of products on our website. From time to time you may need a different or bespoke sized items. Quite often we can do this for you. Please contact us to get a quote. 

I have ordered a product previously, if I order again will I receive the same thing?

From time to time we may send out like for like products from different manufactures. If you require an identical product please contact us first.

Returns Questions:

How do I submit a return?

Requests by you to return goods supplied by us may be accepted, at our discretion, subject to a 25% handling charge. To make a return please contact us first. Returns will only be accepted within 28 days of receipt of goods.

The goods must be:

  • Unused and not damaged
  • In their original packaging

Unfortunately bespoke and non-standard items cannot be accepted for return.

Further returns information can be found here.

Where do I send my return?

All returns should be adequately packaged and clearly labelled as follows:

Customer Returns
Ducting Express Services Ltd
Unit 3 Claymill Road

Please include details of your original purchase, a copy of your original invoice works great.

Restocking fee

As mentioned above, all returns are subject to a 25% restocking charge. 

How long will my return take to be processed?

Upon receipt, the returned products will be checked and a credit note will be raised. We aim to do this within 2 working days of receipt of return. If your purchase was made via our website, a refund will be issued via Paypal back to the original payment card. If payment was made via an alternative method you will be contacted by a member of our team about the refund. 

Ductwork Questions:

How does the spiral ducting fit together?

The spiral duct has large/female ends, and any fittings have small/male ends. By fittings, we mean any bends, t-pieces, reducers etc. The male ends fit inside of the female ends. The two pieces are then secured together using self drill screws. 

If you are connecting two pieces of duct with the same ends, for example two pieces of spiral, you will need to use a connection piece. A male between two females and a female between two males. 

For more information about how to install spiral ducting read our blog post here.

How do I cut metal spiral ducting?

Spiral ducting can be easily cut to your required size using an angle grinder, but a simple hacksaw will also do the job. Please ensure the equipment you use is fit for purpose, all manufactures safety guidelines are adhered to, and you have the correct training. 

How do I know what size I need? 

Spiral ducts are generally industry standard sizes, sized by their diameter. 

What size you require for your installation will depend on several things, for example:

  • What the duct is being used for
  • What conveying velocities are required in the duct 

Do you offer an installation service? 

We do design and install certain types of dust and fume extraction systems. Call us on 01455 616 444 to discuss how we can help you with dust & fume extraction today. 

How to join plastic ducting?

Much like spiral ducting, plastic ducting systems are designed to have push-fit connections between lengths of ducting and plastic fittings such as connectors, bends, t-pieces, reducers, etc. 

Straight lengths of round plastic duct have female ends and fittings have male ends. 

Rectangular plastic ducting is slightly different to round plastic ducting in that the lengths of duct have a male end and fittings have female ends.

How do I install a blast gate damper to my duct system?

Check out our video demonstrating how to install a blast gate damper here