FAQ

    Ordering and delivery

    Where is my order confirmation?

    This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@gasqet.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there. 

    What is SameDay Collect?

    SameDay Collect is a feature of our platform that magically teleports your washers and gasket order to Gasqet stations located in hardware and home improvement stores, garages and other partner organisations, who fulfil orders on our behalf. We are slowly rolling it out across the country. This means your order can be ready in as little as 10 minutes. Simply make your way to collect it from the closest network partners, bring along your order confirmation number and the will provide it to you there and then. 

    Why has my order been fully/partially cancelled?

    We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product or process your refund in full, as quickly as possible.

    Can I alter my order?

    Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

    When will my order arrive?

    Orders that require shipping within the U.K. will be available to collect within the hour at your nearest Gasqet station. If it is not collected before closing time, the order will be despatched by Royal Mail the same day. Shipping to countries outside of the U.K. may take up to 6 weeks. Please get in touch if your order hasn’t been delivered according to the expected timescales and we will check on it for you.

    What countries do you ship to?

    We deliver to most regions worldwide.

    How much is shipping?

    Within the United Kingom, shipping costs are free.

    Destinations outside the U.K. will include cross-border shipping rate. If you are located inside the EU, and there is no Gasqet station nearby, we are obliged to collect VAT at your country of origin, to be paid to your country's revenue service.

    Payment

    What payment methods do you accept?

    We accept the following credit cards: MasterCard, Visa, American Express and Discover. Payment is taken at the time of ordering. We also accept payment by PayPal, Google Pay, Apple Pay and Shop Pay. If you decide to use these methods, you’ll be taken to either the PayPal or Shop Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

    Where is my refund?

    We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

    Can I pay cash?

    Unfortunately, at this time, we do not process cash payments. This is to protect the partner organisations from theft and also ensure we can swiftly process payments, returns, refunds and buy-backs. 

    Do you sell gift vouchers?

    Not at the moment. But we are always open to new ideas! if enough people want us to, then we certainly can. Let us know if you'd like that at support@gasqet.com. We'd also love to hear why! Get creative :) For example, "it's a great way to help newly qualified plumbers get supplies" and also "a token gift for newlyweds who are renovaing their new house" (but please do also get them that toaster). We'd also love to hear how you'd use it!

    Returns

    Can I return or exchange an item?

    You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges but offer credit against future orders. If you’re unsure about sizes, check out our sizing information or get in touch on help@gasqet.com.

    What do I do if I lose my return note?

    We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch with us at support@gasqet.com and ask for it to be resent to you.

    My order has arrived but it’s not as I expected. What can I do?

    In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via help@gasqet.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

    Please note, we cannot accept seals and gaskets that have been fitted to plumbing for health and safety reasons.

    How long does it take to return an item?

    This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

    Washer Information & Standards

    What is the DIN 125 standard?

    DIN 125 is a standard for washer dimensions made in any material. It specifies the sizes of standard washer based on the corresponding bolt or scre size. Not every washer confirms to this though. Washers can come in many different shapes and sizes and can even be custom made. 

    Download our handy washer datasheet to measure up your washers or simply use the app. 

    What is the DIN 433 Standard?

    DIN 433 is a standard specification for fixutures suitable for cheese head screws for any material. It specifies the variation in the sizes and weight of washers as much as it's standard dimensions. Which is important to understand in high sensitivity contexts. if it's too big or small, it's has a huge negative impact on the performance of the system as a whole. 

    Download our handy washer datasheet to measure up your washers or simply use the app. 

    What is the DIN 9021 Standard?

    DIN 9021 is a standard for washer specification dimensions that is similar to the DIN125 standard, but offer wider footprint dimensions for any material.

    Download our handy washer datasheet to measure up your washers or simply use the app. 

    What's the difference between a Grommet and Washer?

    Grommets are either fillers or sleeves for wirs to prevent them being cut or worn away on cases or boards. They can also be used as makeshift springs for screw or nut and bolt fixtures. Washers are simply meant to act as seals or spacers to pevent damage or the escape of water or air. A key diffference is grommets have a "slot" or groove cut into the depth of the ring which then slot into the holes in enclosures say, to keep cables and sharp edges seperate.

    Are your washers thinner than normal?

    While most of our washers are designed to a standard, we do have a supply of non-standard washers available. They were designed to be as strong as normal, but lighter. This means they are usually thinnner and are manufactured with different infills or air pockets to maintain themobarics equivalence to normal washers, given the different recyclable material we use. In short, yes, but they are not any different in performance to the orginals, just stronger and last longer.   

    The washers seen quite still, but still flex a lot. Do I have to tighten them more?

    Crank it, yes! While it depends on your application, but because they are stronger material, you can tighten them a lot! That tight seal secures much higher pressure than normal. But this does mean that you might have to tighten it more than you otherwise would. In household plumbing, like basins and taps, we recommend an extra 5% to 15% on torque settings. So if you set a torque wrench to 15Nm with standard neoprene, we would recommend tightening to between 15.8 - 17.2Nm. Trust us, they're not going anywhere!