Delivery Details - Internet Orders only

Parcel

How much will it cost and how long will it take?
What happens if I'm out when the parcel arrives?
Can I request a certain delivery date?
Do I have to do anything upon receipt of the goods?
What happens if you don't deliver within the agreed timescales?

Pallet

How much will it cost and how long will it take?
What happens if I'm out when the pallet arrives?
Can I request a certain delivery date?
Do I need to assist the driver?
Do I have to do anything upon receipt of the goods?
What happens if you don't deliver within the agreed timescales?

Missing Goods

What if something is missing from my order?

Cancellation

What do I do if I want to cancel my order before you've despatched the goods?
What do I do if I want to cancel my order after you've despatched the goods?

Returns Policy

Will it cost me anything to return the goods?
What about the replacement item?

Delivery Details - internet orders only

Dependant upon the product you have chosen to buy, we will make delivery in either one of two ways.  If the goods you have selected are small and are not fragile then we will send them via a parcel carrier but if the goods are bigger and are fragile then we will send them via a pallet company. 

Whichever form of delivery it is please do not arrange a plumber to come to install the goods until after the goods have arrived and you have inspected them.

Please select one of the following two options so that we can explain to you in further detail about each form of delivery:

Parcel

How much will it cost and how long will it take?

If the delivery address is in Great Britain (ie England, Wales and Scotland) then the cost is £10 and your goods should arrive within 7 working days.  If any item is out of stock or if the product you have ordered is a non-stock item then we will contact you by telephone or email as soon as possible to let you know how long delivery is likely to be.

Free delivery is only available to delivery addresses in Great Britain (ie England, Scotland and Wales).  Please contact us on 01452 613221 to discuss delivery options if you require delivery outside of Great Britain.

What happens if I'm out when the parcel arrives?

If you're not in at the time then don't worry as the parcel carrier company will attempt to deliver it again on a second occasion.  If you're not around for the second delivery then they'll leave a card in order that you can collect it from your nearest collection point at your convenience.

Can I request a certain delivery date?

We're afraid that it's not possible currently to organise a specific date and time for the delivery of your parcel, although the parcel carrier company will attempt delivery on two occasions before they store it in their depot so you can collect it from them at your convenience.

Do I have to do anything upon receipt of the goods?

Yes please.  It is vitally important that you check the goods thoroughly on the day of delivery for any damages and inform us within 48 hours of delivery if there are.  The packaging used is designed to ensure the product arrives in good condition but for your own peace of mind, in any case where goods may have been damaged in transit, please make a note on the delivery papaerwork of any obviously damaged or dented packaging.  Failure to inform us within 48 hours means that we are unable to make a claim against either the carrier company or the manufacturer.  We are very strict about this as it ensures we are able to maintain our very competitive prices.  In the unlikely event that this should happen then please refer to the section headed Returning Policy.

What happens if you don't deliver within the agreed timescales?

Whilst we will do everything we possibly can to meet the timescales that we have indicated to you, there may be occasions when we will be unable to do this through circumstances that are out of our control.  We will do our best to keep you informed of progress with your order but if it takes longer than 28 days to satisfy then we will offer you a full refund.

Pallet

How much will it cost and how long will it take?

If the delivery address is in Great Britain (ie England, Wales and Scotland) then the cost is £35 or free if your order value is over £250.  Your goods should arrive within 7 working days but If any item is out of stock or if the product you have ordered is a non-stock item then we will contact you as soon as possible to let you know how long delivery is likely to be.

Free delivery is only available to delivery addresses in Great Britain (ie England, Scotland and Wales).  Please contact us on 01452 613221 to discuss delivery options if you require delivery outside of Great Britain.  If you're receiving a pallet we will arrange a convenient date when you'll be in but if you are not available on that agreed date and time then we will need to redeliver which will incur an additional delivery charge of £35 to you.

What happens if I'm out when the pallet arrives?

If you're receiving a pallet we will arrange a convenient date when you'll be in but if you are not available on that agreed date and time then we will need to redeliver which will incur an additional delivery charge of £35 to you.

Can I request a certain delivery date?

If you're receiving a pallet, we will contact you before the anticipated delivery to organise a convenient date.

Do I need to assist the driver?

No.  The driver will deliver the pallet to your door, complete with all its packaging.  The driver is not insured to take the goods inside the premises or upstairs, so you will need to make arrangements to get the items to their point of installation.

Do I have to do anything upon receipt of the goods?

Yes please. It is vitally important that you check the goods thoroughly on the day of delivery for any damages and inform us within 48 hours of delivery if there are. The packaging used is designed to ensure the product arrives in good condition but for your own peace of mind, in any case where goods may have been damaged in transit, please make a note on the delivery papaerwork of any obviously damaged or dented packaging. Failure to inform us within 48 hours means that we are unable to make a claim against either the carrier company or the manufacturer. We are very strict about this as it ensures we are able to maintain our very competitive prices. In the unlikely event that this should happen then please refer to the section headed Returning Policy.

What happens if you don't deliver within the agreed timescales?

Whilst we will do everything we possibly can to meet the timescales that we have indicated to you, there may be occasions when we will be unable to do this through circumstances that are out of our control. We will do our best to keep you informed of progress with your order but if it takes longer than 28 days to satisfy then we will offer you a full refund.

Missing Goods

What if something is missing from my order?

You should check the order within 48 hours of delivery and in the unlikely event that there's something missing then get in contact with us in writing immediately in order that we can sort it out.

Cancellation

What do I do if I want to cancel my order before you've despatched the goods?

No problem.  Just let us know in writing before we despatch the goods and we will give you a full refund.  If the goods you ordered were non-stock and hence were bought expecially for you, then we will have discussed with you at the time of order that these goods are non-refundable.

What do I do if I want to cancel my order after you've despatched the goods?

You can cancel your order, in writing, for any reason, at any time within 14 days of delivery as long as you haven't used the items and the packaging is in good order.  Please note that if you write our address all over the product packaging then the product us no longer in a resaleable condition and you will not be refunded.  You will need to adhere to our returns policy in order that we will be able to process a refund.  Please note that you will have to bear the cost of returning the items to us yourself.

Returns Policy

All returns must be made with a completed returns form.  This can be downloaded by clicking here.  Fill in the necessary details on the form and send it back to us.  We'll then be in touch with you to let you know the best way to proceed.  We appreciate that this can be a frustrating time for you so to make things simpler and more efficient we ask that you to stick to our simple process so as not to compound your potential frustrations further.

Will it cost me anything to return the goods?

If the goods are faulty then it won't cost you anything.  All we would ask is that if the item(s) is to be returned by parcel carrier that you pay the cost of carriage initially and we'll reimburse you the cost of carriage if the goods are deemed to be faulty.

What about the replacement item?

We'll chat to you about that at the time we are making the arrangements for the return of the faulty one but rest assured we understand the importance of getting a new item to you as soon as possible.  By the way, don't forget that we advise you not to arrange a plumber to come to install the goods until after the goods have arrived and you have inspected them.  It's good advice given after having had many years within the bathroom industry!