WE’RE HERE TO HELP…
Before you call us, please take a moment to see if we have published a suitable answer below to our frequently asked questions.
If you would like to place a NEW order over the phone then you can reach our Sales Team on 0330 400 4164
It is our goal to process and deliver your gas order in the shortest possible time frame. We aim to complete your delivery within 3/5 working days for residential users and next day for business users. However, for residential customers, this is the longest expected delivery date and in most cases, depending on your postcode and delivery area, this can be sooner (please note, orders placed after 12:00 noon will not be counted until the following working day).
Unfortunately, we are unable to offer a time delivery slot for cylinder gas deliveries. This is due to the many variables that can occur whilst the drivers are out on their rounds. The specialist nature of flammable gas is governed by strict protocol. In particular, the driver is NOT allowed to leave sight at any time of their vehicle. This can often present unforeseen delays with logistical parking and route changes.
However, when you place your order, please advise us of any special requirements you may have and we will pass this to our driver who will be more than happy to try and accommodate any special advisory notes whenever this is possible.
YES, we are more than happy to update your instructions with the delivery depot, who will in all cases do their very best to contact you and give you notice prior to arrival. Please open a “Live Chat” with one of our customer service team, providing us with your instruction and contact number, which we will forward to our supplier on your behalf.
YES, we can arrange with the delivering depot an instruction on your behalf to leave your order in a safe place in the event you are out. However, as the driver will be unable to obtain a signed acknowledgment of the delivery from you, we CANNOT accept any liability for any missing cylinders which must be indemnified by yourself before placing this request.
YES, we are more than happy to request an estimated day of delivery for your order from our suppliers. Please open a “Live Chat” and one of our customer service team will be more than happy to provide you with an estimated day for your delivery.
OK, this is not a problem. Please open a “Live Chat” explaining the mistake and what you require, we will do the rest. A member of our customer service team will arrange for the incorrect cylinder(s) to be collected and the new one(s) delivered. We understand mistakes happen, so there will be NO charge for the collection and re-delivery of the correct cylinders. We will be able to advise of any price differences if the item(s) are more expensive or if a refund is required.
YES, we only supply FULL cylinders and do not sell part filled or used cylinders. Any returns full or empty go back to the filling plant to be re-checked for the correct weight and volume so all our customers will receive a full cylinder of gas when purchased.
In most cases, if you ask the delivery driver to help you connect the gas bottle to your appliance, they will be more than willing to help you wherever possible. However, there may be instances where the driver is unable to leave sight of their vehicle under the ADR laws governing the transport of dangerous goods and therefore they will be unable to do this for you. We are here to help, so please don’t hesitate to ask!
YES, we will definately collect all your empty cylinders. It is very import that you make ALL your Gasago empties available for the driver to take away, as this helps us very much with re-filling your next cylinder order. If you are unsure whether you can return a non-branded cylinder, please open a “Live Chat” stating the full details of the cylinder that is required to be collected and a member of our customer service team will be able to advise you accordingly.
REMEMBER – It is IMPORTANT to ensure you check your delivery note to ensure the correct item(s) and quantities are recorded accurately as we are unable to respond to disputes if you DO NOT have an accurate delivery/collection note to support your claim.
In most cases, this will be fine. However, in some instances, especially when delivering to above a ground floor or a block of flats, the driver is unable to leave sight of their vehicle under the ADR restrictions laws governing the transport of dangerous goods and therefore they will be unable to do this for you. However, they will always try to accomodate you wherever possible.
If you have placed an order with us and wish to now change the delivery address you have specified before your order has left the depot, please open a “Live Chat” and update us with the new delivery details. Following which, we will update the depot with your new requested delivery address.
Each LPG supplier owns title of the their own respective cylinder(s) and therefore, we can only collect our own brand Gasago empty cylinders. If you have empty cylinder(s) from Calor that you wish to return, here is a link to information of how you go about this: https://www.calor.co.uk/gas-bottles/buying-gas-bottles/gas-refills-exchanges-return
If you have any other branded cylinder, please open a “Live Chat” and check if we can collect for you?
In most cases all of our Gasago bottles will fit your appliance as we use the same standard fittings throughout our range. However, it is always worth checking first as we can bring an exchange regulator when we deliver your cylinder that is perfectly suited for the bottle you order. Please eithyer telephone us or open a “Live Chat” and we will be more than happy to advise you on this matter.