Frequently Asked Questions

Orders

Email [email protected] as soon as possible. If you contact us immediately, we can attempt to void your payment.

If you notice that any of the details on your order confirmation are incorrect please email our customer service team at [email protected] with your order number and the correct details and we can then make amends to your order. Please note you will not receive an order confirmation email if ordering through one of our call centres.

Yes, regardless of how you place your order (by phone, post or online) you will receive an order confirmation within 3 hours.

If you pay by card, once your order has been processed and payment has been taken, you will receive a confirmation email within 3 hours. This confirmation is also a receipt and will have details of your transaction.

If you are planning to pay by phone or cheque you will receive an order confirmation email but this is not a receipt.

If you are paying by cheque, please print off this order confirmation email and post it to the address listed in the email along with a cheque. If paying by phone please call the number on your order confirmation quoting your reference number and one of our water saving specialists will help you complete your payment.

No, if you are paying by card online then your order confirmation will have details of your payment and is a receipt. However, if you are planning to pay by phone or cheque you will receive an order confirmation email but this is not a receipt as you have not yet paid for the goods.

If you believe that you have not received a confirmation email, please check your inbox (and spam folder) thoroughly. If you have not received them there are four main reasons why you did not receive an order confirmation:

  • The email address provided was not accurate.
  • Your bank refused to authorise the transaction (see above).
  • There was a 'session timeout' before your payment was completed.
  • There was a technical error on the website.

If you believe you should have received an order confirmation, please email your details to us using our online form.

Please tell us as much as possible to help us investigate, for example:

  • The time/date you attempted to make payment
  • The card you used (e.g. First Direct Maestro debit card)
  • Any error message on screen
  • As much as you can about what happened
  • The version and type of web browser you were using e.g. Internet Explorer, Netscape Firefox, Opera etc.

Delivery

We are able to deliver outside of the UK. Please email [email protected] as we will need to confirm delivery costs before you order is placed.

In some instances our couriers have permission to leave goods in a safe place if there is one. There is a 'Delivery Instructions' box on the checkout screen when you make your order, here you can give us specific details of where to leave the delivery if you are out. Please note, because of the value of some of our Bathroom products this may not be a viable option.

Please allow up to 28 days for delivery, although most water saving packs are delivered sooner than this. All packs are delivered by Royal Mail second class post.

Product

Fitting a water saving shower head does not mean you will get inferior showers. Our range of showerheads are designed to save on your water and energy bills while not compromising on the invigorating and relaxing feel of a powerful shower.

All water efficient showerheads will work on a Power Shower, Combi Shower or a Gravity Feed system fitted with a Shower Pump. Please note: we do not recommend water efficient showerheads for use with an Electric Shower as these are already water and energy efficient.

Water saving showerheads will fit all existing fixed head pipes and all existing hand held shower hoses by their standard thread connection.

Mira's Eco showerhead is compatible with mains pressure systems, pumped shower systems and gravity-fed systems 0.5 bar and above. For more details click here

Tap aerators simply regulate the flow of water to your tap giving you a softer, 'aerated' flow of water. This saves water as some taps can flow up to 18 litres a minute. Hence, the water gets mixed with air, saving water by reducing the water flow per minute.

Payment

First of all please check you've entered the correct card type. Our secure payment screen only accepts the card numbers with no spaces entered (e.g. "1111111111111111" rather than "1111 1111 1111 1111"). If you originally mis-keyed some details please wait a few seconds before retyping. The delay is a security measure to prevent repeated attempts to use an invalid card.

Another common cause of transaction failure is entering an incorrect issue number, please check your details before retrying your transaction. The only cards that now require an issue number in the UK are Maestro and Switch.

If the transaction still fails or this is not the problem and you are sure your personal details and the card details are correct and the card is valid, please contact us using our online form.

Please tell us as much as possible to help us investigate the problem for example:

  • The time/date you attempted to make payment
  • Your card type (e.g. First Direct Maestro debit card)
  • Any error message on screen
  • As much as you can about what happened
  • The version and type of web browser you were using e.g. Internet Explorer, Netscape Firefox, Opera etc (some versions may not be compatible with our system)

The only cards that use issue numbers are Maestro and Switch.

The issue number is a holdover from the days when the UK had Switch cards. These have been replaced with Maestro, which are also now being phased out in the UK and being replaced with Debit Mastercard.

There are certain banks that still use Maestro but most have either moved to Visa Debit or Debit Mastercard, but Maestro is still issued commonly across Europe.

If you receive the message "Authorisation on that payment type has been declined by the bank" your card has been declined by your card issuer. Neither SaveWaterSaveMoney.co.uk or Sage Pay generate this message, you will need to contact your card issuer to find out why your card has been refused.

Before you do this we recommend you should check you have entered the following correctly:

  • Expiry Date
  • Valid From Date
  • Issure Number etc.

CV2 stands for Customer Verification 2, its the last three digits printed on the signature strip on the reverse of your card, (4 digits on the front for American Express). Entering it helps confirm that the person making the payment has possession of the card.

These are additional security measures brought in by credit card companies to reduce the risk of fraud. If you have signed up for either, then during the payment process you may be asked to enter your password. This helps further ensure both that the person making the payment is the card holder and provides the reassurance that you are dealing with a legitimate site.

All payment transactions that take place via SaveWaterSaveMoney.co.uk (except cheques) are processed using Sage Pay - The UK's leading independent Internet payment service provider. Sage Pay process credit and debit cards using their online real time secure payment process.

Sage Pay use strong encryption and digital signatures to make sure our customer's sensitive information is protected throughout a transaction. These processes are totally transparent to you, the customer.

We do not store any card information in our own databases and all personal data provided by customers is encrypted using 256-bit encryption technology.

For more information please visit Sage Pay

Freepack

No, all our free packs are designed to fit through letter boxes and are delivered by Royal Mail so you do not need to be in when the free pack is delivered.

No, unfortunately not. We check postcodes against water company postcode supply records, and are therefore unable to process orders with a work delivery address. All our free water saving packs are designed to fit through a normal size letter box so there is no need to be in at the time of delivery.

No. The postage is also covered as part of the free kit so no payment details are required to place an order. We simply check your address is within the water company supply area and then send the items out to you by Royal Mail second class post.

Please allow up to 28 days for delivery, although most water saving packs are delivered sooner than this. All packs are delivered by Royal Mail second class post.

Unfortunately free products are subsidised by your water company so we can only provide what each water company is offering, which is normally restricted to one pack per household. If more products can be provided free of charge, this will be made available on the free pack ordering page, which is tailored to each water company. Most of the free products we offer are also available to buy and can be purchased through clicking on this link and selecting the relevant section (i.e. Kitchen / Bathroom).

We are able to offer a free water saving pack to a household once every 3 years (where a free pack is provided by your water company) so if your order was more than 3 years ago, you're welcome to order again. If you're previous order was less than 3 years ago, it may not be accepted for this reason. If you have moved house, you may place an order for the new household address and this will be checked against previous orders for that address. Please email [email protected] if you have any queries regarding this.

The free water saving products are available from your water company which provides your water SUPPLY.

In the first instance please check you have placed the order with your correct water supplier as sometimes there is confusion with the water waste service provider. We check each order address against a database of water company postcodes however, although we try to have up-to-date postcode records for each water company, there is the odd one which is sometimes missed, especially if you live in a new build property. If this is the case please email us at [email protected] so we can resolve this as soon as possible for you.

In some circumstances products may be sent from more than one warehouse and if this is the case your order may arrive in more than one delivery so please wait a few days to see if the other items arrive separately. If you have not received all the items requested after 28 days please contact [email protected] and our customer services team will investigate further.