FAQ

Yes. You can view our items through our various online portals or at our warehouse at Unit 9 / 14 Concorde Drive, Keilor Park VIC 3042. For more details, please send us an email. sales@sletrading.com.au.

If you need to make an amendment after you have placed an order, you can CONTACT US via our website or email. Alternatively, a sales representative will be contacting you to go through your order. This would be a good time to go through any modifications. Modifications can be made to your order prior to payment and dispatch.

Yes. You may cancel an order without charge prior to payment and dispatch. To cancel your order, please send us an email.

To create an account, click Register on the top right hand corner of the website. We will evaluate your request and respond with details of your account in due course.

A representative from SLE Trading will call you to go through your order with you and give you information as to when it will be ready for pick up or dispatch.

WELS stands for ‘Water Efficiency Labelling and Standards’. It is an Australian government initiative which enforces mandatory labelling for all tapware and shower products sold in Australia, to indicate their water efficiency. The higher the WELS star rating on a product, the more water efficient the product is. Please refer to http://www.waterrating.gov.au or phone 1800 803 772.

Yes. All SLE tapware and shower products meet stringent Australian Standards and comply with the Australian Government’s mandatory WELS testing. So you can be confident about the quality of our products.

Yes. All our taps can be used with both low and high water pressure if the pressure is no less than 150 kpa and no more than 500 kpa. Should the pressure exceed 500 kpa our products can still be used as long as an approved pressure limiting device is fitted.

No. The only reason to choose the same brand would be from a design perspective, it can create a look that’s visually consistent. From a plumbing perspective, the shower and taps do not need to be from the same range. For example, if you wanted to change your shower head to a water saver shower, but didn’t want to change your existing taps, this would not be a problem.

Yes. It is a requirement under Australian law for all new tapware bought and installed by a licensed plumber be WELS approved.

We strongly recommend that a licensed plumber installs all plumbing items. Otherwise your product warranty and possibly home & contents insurance may be void. If there are any damages caused during installation, a licensed plumber is responsible to pay for those damages.

No. All our twin showers have a diverter included to divert water for showering to either the overhead shower or the hand held shower.

Yes. All heated towel ladders are supplied for hard wire or power plug applications, if you wish to hard wire it is essential to seek advice from a licensed electrician.

We recommend you clean your tapware with only warm soap water and or a soft cloth. Microfibre polishing cloths are ideal. Under no circumstances should you use any abrasives i.e. bleach, harsh chemicals, scouring powders or pads to clean this product. These may damage the tapware finish and void your warranty.

Call a licensed plumber as there are a number of options your plumber can take to correct high water pressure, like a pressure compensating valve.

All basins are supplied with O-rings however if you do experience water leaking you need to replace the O-rings on your tapware.

You MAY need to call a licenced plumber.

Check to make sure the taps are installed as per the installation sheet and make. You may need to call a licensed plumber.

Undo the tap body locknut above the basin. Gently push assembly down and re-tighten locknut beneath the basin, this does not apply to wall sets.

There are many reasons why your tap may be leaking. Premium recommends that you should have your washers and seals swapped every 12 months; these can be purchased from your local plumbing supply store. For best results use a licensed plumber.

Yes. There are limitations. The standard pressure in Australian homes fluctuates between 150 kpa and 500 kpa, however some homes have water pressure as high as 1000kpa, this will depend on the area in which you live. Speak to your plumber to find out if your area has high water pressure or visit your nearest plumbing supply store to speak to one of the salespeople about what your best options will be. Alternatively you could speak to your local water authority, about your high water pressure.

No. All SLE mixers and hand showers require a minimum water pressure of 150 kpa in order to work efficiently. We recommend using jumper valve tapware only; please speak to our friendly customer service team for products best suited to your need.

Please check with the hot water manufacturer prior to installing your mixers or showers.

We take your privacy very seriously. Any information sent to us is automatically discarded.  Manual credit card payments can be processed over the phone as our customer service staff via our automated merchant facility. We do not file credit card information.

You can use Credit Card (Mastercard or Visa), Bank transfer and PayPal.

Manual credit card payments can be processed over the phone as our customer service staff enters the card information directly into the merchant facility. To protect your security DO NOT email your credit card details to us. We do not file credit card information, any information sent to us is automatically discarded.

Primarily we use Australia Post therefore we cannot ask Australia Post to leave parcels on the premises. If no one is there to receive the goods, Australia Post will re-direct the parcel to your local post office and leave a collection card in your mailbox.

For units, high rise or office buildings or difficult to access address please provide additional delivery instructions and we will pass this on to help the delivery driver locate the premises.

Yes. However, please note that some areas of Australia are not covered by the Express Post network. To view the estimated delivery time for express post to your location, please visit the Australia Post website link below and enter the postcode 3020 as the ‘From’ field as well as your postcode in the ‘To’ field.

https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/

Is it possible to track my order?
 Yes. You will receive an email from Australia Post when your order is dispatched, whilst in transit and expected for delivery. The email is sent to the registered email address on your order.

Alternatively, you can contact our customer service team at sales@sletrading.com.au and quote your order number.

Australia Post is ultimately responsible for delivery but generally Regular Post will take 3-5 days and Express Post 1 – 3 business days. Your tracking number will allow you to view your order’s delivery status on the Australia Post website.

Items on back-order will be dispatched when all items are in stock by default. If some of your items are on back-order and some items in stock, and you require immediately delivery of the items that are in-stock please contact us at sales@sletrading.com.au

We only send out part orders if items are on back order and you specifically requested the stock items be dispatched immediately. In that instance all items which are in stock will be dispatched first, and each time an item becomes in stock again, there will be another delivery. This process will repeat until your order has been fulfilled completely.

If you would to be updated on your order delivery, your tracking numbers or any other information, please call anytime.

Please email sales@sletrading.com.au or call our warehouse staff on 03 7002 7619.

Sold out items are always ordered in advance so as to keep up supply as and when necessary. However, back order items can take 2-4 weeks to arrive to be manufactured. Therefore a 2-4 week delay for back order items is standard. For exact delivery date contact customer service email or call.

Rates will vary depending on weight and location and will be calculated upon checkout.

What methods of shipping are available?
All orders dispatched from our warehouse will be sent with either via Australia Post, DHL, Toll, SMARTSEND, E Go, ALLIED EXPRESS and TNT

The process for returning a product is as follows:

Complete the online lodgment form com.au/returns.Return the item(s) to our warehouse along with your tax invoice issued at time of purchase and a copy of your purchase order (if applicable).The item(s) must return to us within 10 days from the original purchase date. After the cooling off period, the return may be limited to a store credit or have a re-stocking fee imposed.All costs associated with the return of the goods are the responsibility of the customer.

IMPORTANT NOTE:

Item(s) being returned for credit or refund must be received by our warehouse in brand new, unused condition and in original packaging with all parts and pieces. The item(s) must also be protected with sufficient packing materials to avoid transit damage. Returned items showing signs of damage or wear and tear will not be eligible for a credit or refund.

Please contact our after sales team email or call.

For all warranty claims, please complete our Warranty Claim form on our website claim.

Full terms and conditions can be found at warranty.

For urgent or after-hours emergencies, please call 03 7002 7619.

Under Australian Consumer Law you are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The benefits given by this warranty are in addition to the other rights and remedies that consumers may have under the Australian Consumer Law and any other applicable laws.

Email or call.

Emailenquiries@premiumtrade.com.au or call our warehouse staff on 03 8060 1438.

Yes.

SLE products meet and surpass Australian standards and carry the WaterMark imprint as well as any WELS rating certificate where applicable.

More information on the WELS scheme can be found here: http://www.waterrating.gov.au/consumers

The Australian governments WELS scheme requires that all plumbing items have flow regulated for water conservation therefore we are unable to modify the water pressure for our customers. Plumbers or qualified tradespersons may be able to adjust the water flow during installation.

You only require pop up waste with an overflow if your basin or bath has an overflow hole. For more information email or call.

WaterMark™ is a product quality certification mark provided by independent certifying authorities in Australia and New Zealand. It confirms the product complies with the Plumbing Code of Australia & New Zealand and the relevant Standards, which relate to product quality, including health and safety, and warrant that it is fit for purpose.

WaterMark™ certification is mandatory for products to be legally installed in accordance with state and territory plumbing regulations. Products required to be certified are listed in the Plumbing Code and AS3500.000.

WaterMark certification is your guarantee that you are purchasing a high quality product, suitable for Australian and New Zealand conditions, which can be legally installed in your home.

The process to gain certification involves a detailed audit of the tapware factory. An applicant must demonstrate adherence to a strict quality control program for the supply of materials and the manufacturing process. The products themselves are also subjected to chemical analysis, strength testing and endurance testing (where, for example, the tap valves are opened and shut 50,000 times).

It is only after passing all of these audits that WaterMark certification is granted.

Premium Kitchen and Bathroom products meet and surpass Australian standards and carry the WaterMark imprint as well as any WELS rating certificate where applicable.

It is a requirement of the Water Efficiency Labelling and Standards Act 2005 that Tapware and Showers are supplied with their WELS efficiency information.

More information on the WELS scheme can be found here: http://www.waterrating.gov.au/consumers