Customer Service FAQs

You can read our Frequently Asked Questions (FAQs) below to find out more about ordering, deliveries, returns and lots more.

For example if you want to learn about Water Recycling Tips for the Garden, you can tick/select the relevant Customer Service Filter Option box, and you will be presented with all the relevant questions about this topic rather than all of the questions at once!

If you still can’t find what you’re looking for you can speak to our Customer Services team on 01462 341 161.

I've found the products that I want to order on the website, so how do I order them?

Every product has an ‘Add To Basket’ option when it’s in stock and you can build your order by adding the product(s) you want to your basket and then proceeding to the checkout when you’re ready.

When will my order be delivered?

Wherever possible, we aim to dispatch orders within 3-7 working days although delivery times can vary depending on which products you have ordered. Some larger products requiring special courier services can take 7-10 working days to be delivered. When you place an order, we will advise you on the expected delivery times.

How much are the UK delivery charges?

Delivery to most of the UK mainland on all products costs £5.99. Deliveries to the Scottish Highlands and Islands, Isle of Wight and the Channel Islands cost more. Overseas orders will incur a delivery charge which will vary depending on the location and what you’ve ordered. If in doubt, please feel free to contact us before placing your order.

Do you do international deliveries?

Yes, we do. We deliver overseas as well as the Scottish Highlands, Channel Islands and Ireland. Extra charges for delivery will be incurred, but to find out the correct cost please contact our customer service advisors on 01462 341161. Please note that some products cannot be shipped abroad due to size and weight restrictions.

How do I apply a promo code or voucher code to my order?

Voucher Codes (also known as promotional codes / discount codes / coupon codes) can only be applied on the basket page.

The basket page can be accessed via the mini-basket towards to the top right of the screen by clicking on ‘View Basket’. You will need to enter your voucher code into the space that says ‘Place Your Discount Code Here’ which is located in the middle grey box towards the bottom of the screen. You must then click ‘Update’.

Do you take other online payment methods and cards such as Paypal and Amex?

We accept all major debit and credit cards including Amex for online and telephone orders. You can also use PayPal Express and Amazon Pay to make an online purchase.

Are there other ways to pay, other than online?

Yes. You can call us on 01462 341161, where one of our customer service team members will take your order and process the payment.

What information do I need to provide when making an online payment?

Once you have added the goods to your basket and checked out to purchase the items, you will reach the payment section. Here you will be asked to enter the following key details so the transaction can be made:

  • Name – First and Last.
  • Address – Town, City, County and Postcode.
  • Contact Number – This is needed if we need to discuss any aspects of your order.
  • Email address – we email you your invoice Card Number (long card number across the front of the card).
  • Card Number and Dates – Valid from and Expiry, Issue Number, Security Code.
My payment keeps failing to go through. What do I do?

Don’t panic if your payment doesn’t go through online. You can still order your products by speaking to one our customer service team members on 01462 341161 and they’ll be able to take your details over the phone. The previous failed transactions you have made will be void, so you won’t be charged for your attempts.

When will the payment be taken out of my bank account?

When you place your order and make payment, the funds will be deducted from your bank account. If there is a problem with your order, for example, an item is out of stock or delivery will take longer than expected, then one of our customer service advisors will contact you via telephone or email to confirm that you still wish to proceed.

Are my payment details stored?

We do not store any of your card or payment details. Online payments made on Water Butts Direct are processed using Sage Pay which is a commonly used and highly secure payment gateway service. Please see the privacy and security terms for more information. If you re-order, you will need to enter your payment details again as we do not store any of your payment information.

How do I check the progress of my order?

If you are a registered customer, you can login to review your order online. If you are not a registered customer, please email our team on with your name and order number and they will be able to check your progress for you. The couriers we use, such as DPD, also provide tracking numbers and should make contact with you with the details.

What if I'm struggling to find the product I'm looking for?

If you’re looking for a specific product, try using the Search box at the top of the page or searching by category. Otherwise, you can call our customer service team on 01462 341161 and they’ll be happy to help.

What if I need some product help or guidance before I place my order?

Our Product Guides and Installation Guides are very helpful, but if you can’t find the answer you’re looking for, and/or would prefer to speak to us, then please get in contact. Give us a call on 01462 341161 and one of our team will be able to provide guidance.

What if I need some help using the website?

Contact our customer service team on 01462 341161 and they’ll be able to help you.

If an item is out of stock, can I still order the product?

Yes, you can. Simply give us a call on 01462 341161 and one of our customer service team members will be able to provide guidance on when the product will be back in stock and how long the goods will take to be delivered.

Can I change the delivery address?

This depends on whether or not your order has already been dispatched. Please email us along with your order number and information and we’ll see what we can do or call our customer service team on 01462 341161. Contact us here.

What if I haven't received my order within the stated time frame?

If you haven’t received your order within the stated time frame, please email or call us on 01462 341161, stating your name and order number and we will endeavour to resolve this as quickly as possible.

What if I’m missing a few parts or items of my order?

If you have ordered in bulk or ordered a package and are missing a few parts, please contact us straight away on 01462 341161 and speak to one of our customer service advisors who will look into your query.

I received my order, but some of my items are damaged. What do I do?

In the event of a damage, the best thing to do is to contact our customer service number on 01462 341161 and one of advisors will be able to help.

Will I get a receipt with my delivery?

When you order an item from our online store, you should receive an receipt/invoice from our team via email.

I’m unhappy with the order I received. How do I get a refund?

If you are unhappy with your order, you are entitled to a full refund if you return the items, unused and in the original packaging within 30 days of purchase. To request a refund please email us along with your order details. Carriage charges are not refundable. If goods are to be returned via post, we advise you obtain a postal receipt or send the goods back via recorded delivery or courier.

How do I cancel an order?

Cancellations must be made within 7 days of making your purchase. To cancel an order simply email the order confirmation email to us on with a reason why you wish to cancel the order and one of our team will attend to the matter for you. Please refer to our returns and exchange policy for further info.

Can I get a refund on a 'bespoke' product?

‘Bespoke’ items are normally non-refundable, but we might be offer a partial refund at the company’s discretion.

How do I go about returning an item I no longer want?

This will depend on the item. If it’s an item to be transported by courier, contact us and we can arrange a collection. But if the item is to go by post, then we would ask you to post this yourself. Please note that we cannot refund delivery charges and some items will also incur additional collection or carriage fees.

Can I sign up to the newsletter?

There are two ways to sign up for our newsletter. You can simply click this link and follow the instructions to sign up or by filling out the boxes at the bottom of the page.

I am interested in becoming a reseller of your products? What do I need to do?

We are always keen to hear from interested resellers. Contact us here.

What is a water butt?

A water butt, often called water barrels, rainwater tanks or rain barrels, are used to collect and store rainwater. They come in many different shapes, sizes and colours, are normally made from plastic and are perfect for rainwater harvesting.

The use of water butts has grown over the past decade as environmental issues like water conservation has become a major global talking point.

How does a water butt work?

A water butt is used to collect rainwater which falls on your rooftop and is transferred through gutters and down pipes into the water butt. The water collected through rainwater harvesting can then be used for gardening jobs and other tasks including watering plants and washing cars.

Can I drink water that I've collected in a water butt?

Water collected in water butts shouldn’t really be drunk, although rain water itself is fine, the water can become contaminated when falling on the roof and passing through the guttering and downpipe. Pollutants in the air can also effect the quality of the rain water.

How do I keep my water butt clean and free from algae?

We offer two different types of cleaning products that will clear up any algae and cleanses rainwater.

FreshaTank Microbial Disc
Made from copper and silver, FreshaTank uses the natural biocidal effects of real silver that, when immersed in water, destroy germs including viruses, bacteria, fungus and water-borne diseases.

Water Butt & Tank Treatment Solution
Derived from plant extracts, this solution is non-toxic and safe for use near children, pets and wildlife. Restores the natural balance in rainwater, cleansing and deodorising through stimulation of naturally occurring micro-organisms.

What's the best way to deal with a mosquito problem?

Mosquitoes shouldn’t really be a problem with most water butts as they have lids or don’t have any holes in them.

If you do get mosquitoes, we’ve heard that adding vegetable oil on top helps by forming a layer that sits on top of the water and won’t let the mosquitoes lay their eggs. However, we cannot guarantee this will work.

But mosquitoes don’t tend to be too much of an issue in the UK with water butts.

Why use a water butt?

A water butt will lower water bills and help save the environment. According to Waterwise, outdoor water use accounts for 7% of the total water use, but in the summer this can rise to 50%.

If everyone used a standard sized water butt we could save 30,000 million litres of water each summer, that’s enough to fill a reservoir.

Plants actually prefer rainwater, so why pay for treated drinking water to water your plants or wash your car when you can get it for free?

Can I fix a cracked water butt?

There isn’t a one fix solution for cracks in water butts and sometimes it will be cheaper just to buy a new one than to pay for the products to try and seal it. One of the best fixes is a 2-part epoxy resin which is particularly useful on smaller cracks, but we cannot guarantee this will always work.

Should I empty my water butt in winter?

Many manufacturers suggest in their instructions to empty the water butt in winter and leave the tap open.

The reason for this is that water in the water butt freezes and expands and this could fracture or split your water butt.

If you’re lucky enough to live in a place where it doesn’t freeze then you could leave it running all year round but it might affect your guarantee if it does get a crack.

Some people have suggested placing a ball at the top of the water butt and they reckon the ball will push against the ball instead of the butt, but we cannot guarantee this will work.

How to connect two or more water butts?

You can connect two or more water butts together using a water butt linking kit.

When one fills up with water, it will transfer to the next water butt in the row. It’s an economical way of storing more water without purchasing a large rainwater tank.

Just connect either end of the linking kit to each water butt. If you put water butts on every down pipe that you have on the house, they will be invaluable for watering all year round and will save you using tap water, therefore keeping water bills lower.

How much water can I collect for my water butt in a year?

The amount of rain you can collect depends on the size of the roof you are planning to harvest rain from and the average rainfall for your location.

If you live in a mountainous region you are more likely to get 2-3 times more rain than the south east.

You can find the average rainfall on the Met Office website.

How much money could I save with a water butt?

This depends on various factors including how many people live at your house, how many jobs you do that need water and so on. But experts agree that a water butt will definitely save you money on your water bills and, of course, rainwater is free. In theory, you could end up with no bills with the right system in place, such as a rainwater harvesting system.

Is it possible to mount a water butt to my wall?

Yes, it is and we sell a 160L Terracottage Wallmounted Water Butt which is designed for this very purpose. When you’re installing it, just keep in mind that it must be put onto a stable wall and it will need to take up to 170kg which is the weight of one of these water butts when full.

Can I re-use water that I use when rinsing fruit and vegetables?

Yes. Rather than rinsing your fruit and veg under a free flowing tap, use a plug, wash and then re-use the water on your houseplants.

How can I avoid wasting water when I'm waiting for hot water to come through?

When turning on the hot tap in the house and waiting for the hot water to filter through from the tank, fill a watering can instead of letting the water drain down the sink.

How can I save water when flushing my toilet?

In some households, we’ve heard of people not flushing their toilet if they go in the middle of the night as it means no-one is disturbed and it obviously saves water if you wait until everyone’s been in the morning. Some people also suggest using a hippo bag in your toilet water reserve to save water – it also makes no difference to how it flushes.

How can you save money when you brush your teeth?

It’s really simple. Simply turn off the tap while you brush your teeth as it saves gallons over time.

Can I re-use water that I've boiled eggs in?

Yes. Every time you boil an egg save the cooled water for your houseplants. They’ll benefit from the nutrients released from the shell.

Can I recycle unused or leftover tea and coffee grounds?

Yes. Rather than throwing leftover tea and coffee grounds away, you can give it to your house plants such as orchids.

Is it worth getting a water meter?

Yes, because a water meter will save you money and make you think twice about using water as you’ll be able to see your usage.

Can water leftover from having a shower be re-used?

Yes, it can. Our tip is to put the plug in while you’re having a shower, put the leftover water in a large plastic jug and then use that water to flush the toilet. It’s also worth considering getting a shower timer to save water too.

Is grey water from the washing machine safe to re-use?

Yes, it won’t work in every scenario, but grey water from your washing machine can be used to wash your car as soapiness can help shift dirt. Use clean rainwater to remove the suds. Greywater from your bath or wash basin can also be re-used and you could set up an attachment from your outside drainpipe to steer the water into a water butt or other container.

What other tips are there for being more economical when using my washing machine?

We recommend only putting the washing machine on when there is a full load and using a colour catcher if your load is half white and half colours. We also suggest reducing the spin speed cycle as it uses less electricity and any water dripping from your washing will drip onto your grass or plants underneath the washing line.

How can I stop plant water from evaporating?

You can do this by mulching plants with grass cuttings after watering.

Can I make use of the morning dew on my grass?

Yes, we suggest in summer, at the beginning of the day, dragging a cane or a stick horizontally across the lawn to flick the dew off the grass blades. Those few drops can help a thirsty lawn.

Can I use water butt water to fill my pond?

Yes, filling your pond with water butt water is a good way to replenish water lost from evaporation. The water is very friendly to the fish as there’s no chlorine and it’s also the correct temperature.

How economical is it to use a watering can?

Very, as you can save lots of water with a watering can. For example, experts reckon turning on a sprinkler for an hour uses as much water as a family of four does in two days.

Is water butt water safe to use on my plants?

Yes and you can save money by using this type of water on plants. Water butts are also often economical when it comes to space in your garden.

How can I be more economical with water when watering my hanging baskets?

Yes, a tip we’ve tried is putting a washing up bowl underneath to catch overflow when you’re watering your hanging baskets. The water can then be used on the flowers.

Can I recycle water from kettles, pans, steamers and glasses?

Most definitely. Why not try putting leftover water from them into two litre plastic bottles and then using it to water indoor and outdoor plants? You’d be surprised how much you can save.

Can I re-use hot water bottle water on my plants?

Yes, hot water bottle water can be re-used on plants as long as you let it cool first.

How can I recycle rainwater that lands on my shed roof?

Cover the roof of your garden shed with plastic or corrugated sheeting. Water can be collected in the guttering and fed into your water butt. Water collection is 100% more with this sheeting than with normal roofing felt.

Is water from fish or aquatic tanks safe to use on plants?

Yes, you can as the water is rich in nutrients like nitrogen and phosphorus.

How can I save money when using my dishwasher?

Only put your dishwasher on when it is full. That way, you are not wasting any water and getting the most out of your machine.

Can water butt water be used to wash my car?

Yes, you can. It’s worth keeping in mind that water butt water can sometimes contain debris, stones etc. Some people recommend it for a streak-free finish too.