FAQs
Finding your part has never been easier!
Customize your search below:
- Type in the brand name and model number of your unit
- Select the product type and range series
- Already know the part number you need? Type it in straight away!
If the part you need isn’t on Empress, please contact us and someone from the customer service team will assist.
We no longer manufacture these units. However, we still supply spares for certain makes/models. Please utilise our parts finder to order your part.
Please refer to the first two letters of the unit model type when searching by brand.
Our burner and fan tubes can be up to 6m long. This requires specialised carriage that needs to be quoted by our transport team. These prices can vary.
Please contact us with you delivery postcode and part number so we can get this quoted for you.
Please visit our Reznor literature library to find installation manuals and product guides.
Registering takes a few minutes to complete. Select the ‘Account’ button and enter your details to register.
You must be already registered with Empress before you can log in.
If you have not done so already, please register with us.
If you also have a Nortek trade account, you’ll be able to see your personalised prices once logged in. All you need to do is log in with your email address and password.
If you have forgotten your password, click here to reset it.
Please enter the email address associated with the account and you’ll receive an email with a link to reset your password.
Changing your details only takes a few minutes. Ensure you are logged in, select ‘Account’ to view your details, make your changes and select ‘save changes’.
By using Empress, you’ll receive an additional -5% discount and £9.99 delivery on most items listed on the website, whilst still utilising your Nortek discount.
If you would like your terms to be connected to Empress, please contact us
Yes. We can set up multiple logins for one trade account.
Please contact us with your company details and the email address of the new Empress users.
Most of our spares are sent by our courier TNT FedEx.
You can track your shipment by entering your Nortek reference number, which can be seen on the top right-hand side of your invoice, into the box below:
If you cannot see your shipment, or your order was not for spares, contact us and we’ll be able to confirm the status of your order for you.
If you cannot track your order, please use the following trouble shooting tips:
- Ensure that you have received an order confirmation showing your item as dispatched.
- Confirm you are entering ‘Advice Note No’ displayed on your dispatch confirmation.
- Ensure the ‘dispatch method’ says Parcel Post or Spares Next Day
If you still cannot see your shipment, contact us and we’ll be able to confirm the status of your order.
If you cannot find your order confirmation, please see our trouble shooting tips below:
- Please check your junk mail to see if the email was flagged as spam.
- Paying via card? Double check that the payment has gone through.
- Check to see if this has been sent to the email address on your Empress account if it differs from your usual email address
Still cannot find your order confirmation?
Contact us and someone from the customer service team will assist.
Orders can be placed on back order, the lead time will be shown on the product page and you can still add the item to basket.
If you have a trade account, you should see your personalised prices when you view a product.
When you have a promo code, go to your basket, enter the code and a confirmation should come up.
If you need to cancel or make changes to your order once processed, please contact us as soon as possible so we can update your order on the system.
If you have received the incorrect product, please contact us within 3 days of the order being dispatched.
Please include your Empress order number along with images of what you have received.
If a mistake was made during the ordering process, whether ordered incorrectly, incorrectly supplied or not required, the order needs to be returned within 30 days.
T&C’s apply*
Your Empress order number will be shown on your confirmation email.
This will be the hashtag reference for example “#12345”
If you wish to add an additional item to your order that has already been processed, please contact us
Please contact us as soon as possible as we operate a next working day delivery service.
If you need to amend your delivery address, please contact us as soon as possible as your order may have already been released to picking for our next day delivery service.
Please call +44 (0) 1384 489700 to speak with someone from the customer service team.
Yes, using Empress you can also purchase our range of unit and cabinet heaters as well as air curtains and radiant units.
We do not offer an installation service however we can point you in the direction of a preferred supplier who may be able to assist. Please call 01384489700 option 3 to speak with the service team or email reznorsales@nortek.com.
If your order has been delayed please contact our customer services team so they can investigate the matter.
Please call 01384489700 or reznorsales@nortek.com.
You will receive an order confirmation via email which states “Your Empress HVAC order has been received!”.
Once your order has been received, you’re unable to make any changes online.
Contact our customer services team to make changes to your order.
Please call 01384489700 or contact us.
Simply add your items to the basket then go to your cart, add the coupon code and select ‘Apply Coupon’.
When you have a promo code, go to your basket, enter the code and the the following should appear “Coupon code applied successfully”.
There could be a few reasons why your code isn’t working.
- The code may have expired
- It can only be used on certain products
- Usage and Min/Max spend restrictions
Please note that promo code Intro5 gives you 5% off your 2nd and 3rd order whereas promo code Intro10 gives you 10% off your first order only.
Only one promotional code can be used at any single time.
All promotional codes are limited to one use per order unless stated otherwise.
You can pay securely via Sage Pay using a Maestro, Mastercard, Visa or Visa Debit card.
We are unable to accept American Express card payments.
VAT invoices are generated when the order is dispatched. If you require a copy of the invoice, please contact us.
Our Sage Pay is our secure payment system. If the card details don’t exactly match the billing details this may prohibit the payment from going through.
If this happens, please give us a call on +44 (0) 1384 489700 to make a payment over the phone with one of our customer service team.
Ordering online is quick, easy and safe
You can either pay securely via Sage Pay or via your Nortek account terms 24/7.
Most of our spares are sent by our courier TNT FedEx.
You can track your shipment by entering our Nortek Advice Note number, which can be seen on the top right-hand side of your dispatch note invoice, into the box below:
If you cannot see your shipment, or your order was not for spares.
Please use the contact form below to message us and we will amend the order for you.
If the spare parts you need are in stock, we can dispatch them for delivery the next working day if ordered before 2pm Monday-Thursday & 1pm on Fridays excluding bank holidays.
Unit heater lead times will vary depending on the model/make of the appliance.
Delivery is £9.99 for general parts and spares.
Flue parts – £35.00
Unit heaters – carriage is calculated at the basket.
Bulk/Pallet orders will be calculated at the basket
Yes, we can deliver direct to site. Just select the ‘Ship To A Different Address’ tab and enter the full delivery address and site contact.
We can offer time deliveries on spare parts.
Before 12:00pm – £32.85
Before 9:30am – £72.85
Please contact us if you require a times delivery
We can only ship to Northern Ireland if your company is based in that region.
If the company ordering the goods is not based in N.I then we cannot deliver to the province.
Preferred distributors:
Sermet for N.I
Euro Gas for S.I
We can only ship within the UK from our Empress HVAC website.
If you are an export customer, please contact our sales team: reznorsales@nortek.com
If your item is in stock, you can order it online and collect it from our factory here in Brierley Hill. Please call our customer service team to confirm your collection and we will provide you with your Nortek reference number for your collection reference.
Collection can be made between Monday – Thursday 9:00am – 4:00pm and Friday 9:00am – 12:00pm (excluding bank holidays).
If an item has either been incorrectly supplied or is not required, it can be returned within 30 days from purchase as long as it remains unused, in new condition and with all packaging and labels intact. Please notify us in writing within 3 days of the goods being dispatched.
Please email reznorsales@nortek.com with the following information:
- Nortek order number
- Any other correspondence regarding the quote/order
Items no longer required will incur a 25% restocking fee and you’ll have to return the goods back to us.
Due to high handling costs and risk of damage, it is not possible to return Nor Ray Vac, herringbone materials or warm air flue to be returned for credit.
Please visit our Delivery and Returns page for additional information.
Any claim for wrong, short, non-delivery or damage must be made in writing within 3 days of the dispatch date. Please email reznorsales@nortek.com with the following information:
- Nortek order number
- Any other correspondence regarding the quote/order
- Collection address for the item you wish to return
Depending on the issue at hand, the part will be collected and credited once received.
In the meantime, please re-order the part required via EmpressHVAC.com
Please visit our Delivery and Returns page for additional information.
Controls and accessories supplied as spares excluding consumables have a 1-year warranty period so they can be returned.
General spares parts excluding consumables are under 1st and 2nd year warranty.
Carriage cost & labour for replacement spares are 1st year only.
Please visit our Delivery and Returns page for additional information.