Shipping Policy
DELIVERY INFORMATION AND CHARGES
BESPOKE DELIVERY TO SUIT YOU
We believe that shopping with us should make you feel special, which is why you can choose from a range of fast and flexible delivery options to suit your specific needs. Plus, with you can see the status of your delivery with constant updates. You can also choose to Click and Collect parcels from 4,000+ convenient locations across the UK.
Signing for your order
When we deliver your order, we will not give you a hand-held device to capture your signature. Instead, the courier will simply log your name as proof that you have accepted your delivery. This only applies to deliveries which require a signature.
Parcel orders
If we need to deliver a parcel which won’t fit through your letterbox, we will place the item at your door. Having knocked on your door or rung your doorbell, the courier will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered safely and securely, rather than being left outside.
Large orders
Larger orders, which require a specialist 2 person team, will be delivered to your doorstep (or to the first doorstep of a communal property, like a block of flats) or to a garage or shed. The delivery team will be unable to enter your property (this includes communal areas in blocks of flats) but will ring you ahead of delivery, to ensure we can provide you with the best possible service. When carrying your items, the delivery team will remain at least 2 metres away from you or anyone on your property. They will then take a photo of the product as proof of delivery, instead of taking your signature.
We will continue to follow government guidance and work closely with both colleagues and supply partners, to ensure we continue to offer a safe and enjoyable shopping experience.
DELIVERY COSTS
Orders over 30kg in weight and/or bulky are delivered by our specialist 2 person team, providing a personalised service. To help fit in with your lifestyle, we also offer AM/PM/lunchtime timed delivery options, subject to availability. These will be displayed in your delivery calendar, along with upgrade prices, where available.
All delivery services are subject to availability. A surcharge may apply to some addresses.
Due to COVID-19 safeguarding measures (see above), our delivery team will be unable to move pallets or goods inside any property (this includes communal areas in blocks of flats).
Order value
Standard
Express
Next day
Up to £299
From £9.99
From £14.99
From £19.99
Over £299
FREE
From £14.99
From £19.99
WHAT IF I HAVE A SMALL OR MEDIUM ORDER?
A medium order, which is non-bulky and under 30kg in weight (for example, a mixer shower, tap or basin), can be delivered by parcel courier. Small, low value, robust items (for example, a toilet roll holder or fixing kit) will be delivered by post. Delivery for fragile items, which require special handling, may cost extra.
For medium orders under 20kg, you can choose to Click and Collect from one of 4,000+ convenient Collect Points throughout the UK, including convenience stores, pharmacies and local businesses.
Order size
Standard
Express
Weekend
Click and Collect
Medium
FREE
From £4.99
From £6.99
FREE
Small
FREE
N/A
N/A
FREE
Track your order
1. You’ll receive your confirmation email immediately after placing your order
2. You’ll receive a text or call the day before delivery to confirm it’s on its way
3. You’ll receive a text the morning of delivery with your order tracking link, allowing you to check where your delivery team are on a map with a live and updated estimated time of arrival
4. You’ll receive a further text when your delivery team are on their way with your estimated time of arrival
DELIVERY RESTRICTIONS
Delivery is available to everyone in the UK but, due to logistical reasons, restrictions may apply to customers living in the following postcode areas. Once you've completed your order, a member of our friendly customer care team will call you separately to arrange your delivery date.
AB (all)
BT (all)
FK18-21
GY (all)
HS (all)
IM (all)
IV1-28
IV30-32
IV36
IV40-49
IV51-56
IV63
IV99
JE (all)
KA27-28
KW (all)
PA20-80
PH17-44
PH49-50
SA99
TR21-25
ZE (all)
DELIVERY SURCHARGES
Reluctantly, due to the additional distance from our distribution centre and extra transport costs involved, we have to charge an additional fee, on top of any standard delivery charges (if applicable), when delivering to the following areas:
Surcharge area
Small order
Medium order
Large order
Northern Ireland
No surcharge
£5
£100
Republic of Ireland
No surcharge
£5
£120
Isle of Wight
No surcharge
£8
£75
Scottish Offshore
No surcharge
£5
£105
Isles of Scilly
No surcharge
£3
Contact us for estimate
Isle of Man
No surcharge
£8
£125
Channel Islands
No surcharge
£8
£125
European or international
Contact us for estimate
Contact us for estimate
Contact us for estimate
Refund Policy
We make shopping for your complete bathroom online an easy and enjoyable experience by offering you the following: **Collection & redelivery fees may apply. ***Redelivery fee may apply.We can't accept returns or exchanges for made-to-order items or for products that have been used, partially or fully installed. If you simply aren’t happy with the look, style or size of your item, we offer a 14 day no-quibble returns and refund policy. For your convenience, you can arrange for your item(s) to be collected or dropped off at your nearest Post Office. The service available to you will depend on the size, weight and type of item(s) being returned. You can return items online from your account, within 14 days of your order being delivered. We may ask you to confirm your email address first. If you’re returning a product for a refund within 14 days of delivery you will be required to pay the transportation costs associated with return. This will depend on the size, weight and type of item(s) being returned. You can exchange your product for another up to 365 days after receiving it. Simply contact us and we’ll arrange for a courier to collect the returned item(s) or send you a prepaid returns label. We’ll also be happy to arrange for any alternative items to be sent to you. Before returning your items, please complete the returns section of your delivery note. Exchanging a product within 14 days of delivery f you're exchanging a product within 14 days of delivery, you won’t have to pay the costs associated with the return, although you will still have to pay the delivery cost for your new item where applicable. Exchanging a product outside of 14 days from delivery but within 365 days If you’re exchanging a product outside of 14 days from delivery but within 365 days, you will be required to pay the transportation costs associated with the redelivery and return. This will depend on the size, weight and type of item(s) being returned. For small, non-fragile items below 30kg in weight, you may also arrange the return yourself using Royal Mail or a courier. Please contact us if you wish to do this.365 days to think about it*
Returning your unwanted items
Return charges
Item description
Service
Charge
Small, non-fragile items below 30kg in weight
Post Office drop off (We’ll send you pre-paid labels)
£9.99
OR
Home collection (Parcel courier—will provide pre-paid labels)
£14.99
Large items, above 30kg in weight or fragile items
Home collection (Specialist 2 person team—will provide pre-paid labels)
£49.99
Exchanging your unwanted items
Exchange charges
Item description
Service
Charge
Small, non-fragile items below 30kg in weight
Post Office drop off (We’ll send you pre-paid labels)
£9.99
OR
Home collection (Parcel courier—will provide pre-paid labels)
£9.99
Large items, above 30kg in weight or fragile items
Home collection (Specialist 2 person team—will provide pre-paid labels)
£39.99
Cancellation/Return/Exchange Policy
Whilst all our products pass strict quality standards, on very rare occasions you may find an item arrives damaged.
Please make sure you inspect your goods as soon as you receive them and let us know within 14 days of receipt if an item is damaged, by contacting u Once the damage has been confirmed, we’ll ensure a replacement is sent free of charge, and with the minimum of fuss.
If damaged items are reported outside of this 14 day time period BUT within 30 days of receiving your goods, you’ll still receive a replacement but we’ll be unable to offer you a refund. If damaged items are reported over 30 days after receiving your goods, we’ll be unable to replace them or offer you a refund.
In the case of tiles, it is not unusual to have a small proportion of the tiles broken to some degree (e.g. chipped edges). These damaged tiles can be used for the cuts you will need to make. If you find an unacceptable proportion of your tiles are damaged pleasecontact us
Made-to-order items will be inspected with you by our team upon delivery.
Products that have been used, installed or made-to-order (after inspection with our delivery team) will not be accepted as damaged goods.
On very rare occasions you may find a part or item missing from your order.
Please make sure you inspect your goods as soon as you receive them and let us know within 30 days of receipt if any part or item is missing, by contactig us Once the missing part or item has been confirmed, we’ll ensure a replacement is sent free of charge, and with the minimum of fuss.
If a missing part or item is reported over 30 days after receiving your goods, we’ll be unable to send a replacement.
We’re unable to offer you a refund on any missing part or item at any time.
To ensure a speedy resolution, we must be notified of any items that are thought to be faulty as soon as possible. We cannot accept responsibility for any loss or damage suffered or incurred as a consequence of failure or delay in reporting defects promptly.
Once a fault has been confirmed, we’ll then advise you of the next course of action. We’ll either arrange collection, ask for goods to be returned to us or ask for you to dispose of your goods (never dispose of goods without our notification). After inspecting your goods, we do ask that any damage be reported as soon as possible to ensure a quick and effective resolution.
The remedy available to the purchaser (or where relevant, the first end user) once the fault has been confirmed, under this standard guarantee is the right to have any products replaced. We will only be responsible for any repair work which arises as a direct consequence of a manufacturing defect in the product(s). We will not be responsible for, or have any liability to pay for, any losses (financial or otherwise) that are not directly associated with the manufacturing defect that causes you to claim under this standard guarantee.
