FAQs
We’re making it easier to find your part!
Now, instead of looking through hundreds of products that you might need, we’ve done it for you. And if you want to customize your search by make, model or category, just click the options on the left of the box below and choose exactly what you’re looking for.
We no longer manufacture these units. However, we still supply spares for certain makes/models. Please visit our parts finder page for more information on how to find your part.
Please refer to the first two letters of the unit model type when searching by brand.
Whilst most of our spare parts are available on our website, there are a few that are not available.
Please email empress@nortek.com if you require help finding a part that’s not on Empress.
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 send the part number and delivery postcode to empress@nortek.com so we can get this quoted for you.
Yes, using Empress you can also purchase our range of unit and cabinet heaters as well as air curtains and radiant units.
Please visit our Reznor literature library to find installation manuals and product guides.
Orders can be placed on back order, the lead time will be shown on the product page.
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 let us know by emailing empress@nortek.com
Firstly, ensure that you are logged in. You cannot see your prices if you aren’t logged in.
Double-check that your trade account is linked to your Nortek terms. Select the ‘account’ icon, it should have your payment terms highlighted in bold writing.
Yes. We can set up multiple logins for one trade account.
Please email empress@nortek.com 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 our 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, please call our Customer Service Team on 44 (0) 1384 489700 or email empress@nortek.com and we’ll be able to confirm the status of your order for you.
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.
Please contact our customer service team on 01384489700 or email reznorsales@nortek.com
If you have received the incorrect product, please email empress@nortek.com within 3 days of dispatch.
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, this can 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 please contact Empress@nortek.com.
Please contact us as soon as possible as we operate a next working day delivery service.
If your order has been delayed please contact our customer services team so they can investigate the matter.
Please call 01384489700 or email empress@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 email empress@nortek.com
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.
You can pay securely via Sage Pay using a Maestro or Visa card.
VAT invoices are generated when the order is dispatched. If you require a copy of the invoice, please email empress@nortek.com
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 01384 489700 to make a payment over the phone with one of our customer service team.
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 call our Customer Service Team on 44 (0) 1384 489700 or email empress@nortek.com and we’ll be able to confirm the status of your 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, enter the full delivery address and site contact.
We can offer time deliveries on spare parts.
Pre 12pm – 32.85
Pre 9:30am – 72.85
Please use the contact form below to message us and we will amend the order for you.
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.
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 Mon-Thurs 9-4pm and Fri 9-12pm 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 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.
Any claim for wrong, short, non-delivery or damage must be made in writing within three days of the despatch 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
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.