FAQs

Website
Orders
Delivery
Returns
Finding Your Part
I cannot find my part on Empress, what should I do?

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.

RESET FIELDS
 

How to use

Find parts for your system quickly and easily!

Use the options on the leftabove to enter the details you have for your system and we will find the parts that match and display them in this window!

Give it a try!

Do you still manufacture Benson/Ambirad units?

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.

I have a Benson VN/PV unit, I cannot find my heater on Empress?

Please refer to the first two letters of the unit model type when searching by brand.

The part I need isn't on Empress, what should I do?

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.

I want to place an order for a burner or fan tube, but it's telling me to order through the office, what should I do?

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.

Can I order unit heaters online? I usually only order spares.

Yes, using Empress you can also purchase our range of unit and cabinet heaters as well as air curtains and radiant units.

Where can I find technical information on a spare part or unit heater?

Please visit our Reznor literature library to find installation manuals and product guides.

The item I need is out of stock. Can I still order place an order for it?

Orders can be placed on back order, the lead time will be shown on the product page.

 

Accessing Your Account
How do I register for an Empress account?

Registering takes a few minutes to complete. Select the ‘Account’ button and enter your details to register.

How do I log in to the website?

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.

I have forgotten my password, how do I reset it?

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.

I need to change some details on my account, how can I do this?

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’.

Trade Account
I’m already a Nortek customer, will my prices change?

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

I can only see list prices, why can’t I see my trade prices?

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.

Our company has multiple branches, can we all have access to Empress?

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.

My Orders
How do I track my order?

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:

Track my delivery
Put your TNT tracking number here to track your delivery

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.

How do I know that my discount/promo code has been applied?

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.

I need to cancel/change my order.

Please contact our customer service team on 01384489700 or email reznorsales@nortek.com

My order is incorrect

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.

Where can I find my order number?

Your Empress order number will be shown on your confirmation email.

This will be the hashtag reference for example “#12345”

Can I add an item to an existing order?

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.

I have not received part of my order.

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

 

 

 

How do I know you have received my order?

You will receive an order confirmation via email which states “Your Empress HVAC order has been received!”

Can I make changes to my order?

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

Promotional Codes
How do I use a promotional code?

Simply add your items to the basket then go to your cart, add the coupon code and select ‘Apply Coupon’

How do I know that my discount/promo code has been applied?

When you have a promo code, go to your basket, enter the code and the the following should appear “Coupon code applied successfully”

My coupon code isn’t working.

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.

Card Payments
What are my card payment options?

You can pay securely via Sage Pay using a Maestro or Visa card.

I need a VAT invoice, where can I get this from?

VAT invoices are generated when the order is dispatched. If you require a copy of the invoice, please email empress@nortek.com

I tried to order online but my card isn’t working. What should I do?

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.

Delivery & Collections
How do I track my order?

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:

Track my delivery
Put your TNT tracking number here to track your delivery

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.

Do you offer a next-day delivery service?

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.

How much do you charge for delivery?

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

Do you deliver direct to site?

Yes, we can deliver direct to site. Just select the ‘Ship To A Different Address’ tab, enter the full delivery address and site contact.

Do you offer timed deliveries?

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.

    Do you ship to Northern Ireland?

    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.

    Do you ship overseas?

    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

    Do you offer a click & collect service?

    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.

    Returns
    I ordered a product online, but it’s no longer required, can this be returned?

    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.

    I ordered an item online, but it arrived damaged/faulty. Can I get a replacement?

    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

    Warranty
    I ordered a spare part less than a year ago and its faulty. Can this be returned?

    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.