Online Ordering FAQs

Who can place orders through the website?
If you have a direct account with NIBE, your company can place orders through the website. By default, all users linked to your company account will be able to place orders. If you would like to restrict ordering access for certain users, please contact marketing@nibe.co.uk.

Can multiple users be linked to the same company account?
Yes. Your company can have multiple users linked to the same account.

How do I request access or add a new user to my account?
Under the “My Organisation” tab, you will find an option to invite a new user to your company account.

Can I view order history and past invoices online?
You can view your past online orders through the website. Invoices are issued separately by our Installer Care team.

Are prices shown online my agreed trade prices?
Yes. Prices displayed on the website reflect the current list price with your agreed discount applied.

How are discounts applied to online orders?
Your agreed discount is automatically applied, and the prices shown online are the final discounted prices.

Do online prices include delivery charges?
Yes. Delivery charges are included in the prices shown online.

How does payment work if I can’t pay online?
All online orders are subject to your agreed payment terms with NIBE. If you have a credit account, orders will be invoiced in line with your usual terms. If you are on a pro-forma account, payment must be received before the order can be released.

What credit terms apply to online orders?
The same credit terms apply as for any other order placed with NIBE. All online orders are checked by our Installer Care team against your available credit balance.

How can I check my available credit balance?
Please contact our Accounts team at accounts@nibe.co.uk or call 0330 311 2201.

What happens if my order exceeds my credit limit?
You will still be able to place the order, and it will be saved on our system. Our Accounts team will then contact you to discuss payment options if the order value exceeds your credit limit.

Can I place an order if my account is on stop or over credit?
Yes. You can place the order and it will be saved on our system, but it will not be released until your credit position is resolved.

Are stock levels shown online live and accurate?
Stock levels are not currently displayed on the website.

How are lead times calculated and displayed?
To allow for order processing and fulfilment, website orders must be placed at least six business days before the requested delivery date. If you require a shorter lead time, please contact our Installer Care team directly.

Can I place backorders for items not currently in stock?
Yes. If you place an order for an item that is out of stock, our Installer Care team will contact you to advise on availability and expected lead times.

Will I be notified if lead times change after ordering?
Yes. Our Installer Care team will contact you if there are any changes to lead times after your order has been placed.

How long does it take for an online order to be processed?
All orders placed through the website are processed in line with NIBE’s standard order processing times.

Can I amend or cancel an order after placing it online?
If you need to amend or cancel an online order, please contact our Installer Care team as soon as possible.

How will I receive order confirmation and updates?
After placing your order, you will receive an acknowledgement confirming it has been received. Our Installer Care team will then contact you to confirm the order and provide any further updates.

Can orders be split into multiple deliveries?
Please place a separate order for each required delivery. Items ordered together will be processed as a single order and may not be split across multiple deliveries.

Who should I contact if there is an issue with my order or delivery?
If you have any questions or concerns regarding your order or delivery, please contact our Installer Care team on 0330 311 2202 or email installer.care@nibe.co.uk.