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020 8158 3213
Mon-Fri: 9 AM - 5 PM . / . Sat - Sun: Closed
FREQUENTLY ASKED QUESTIONS
How can I pay?
We offer various ways for you to pay for your order, including: Visa; Visa Electron; MasterCard; Maestro and American Express
Bank transfer is also available on request. Please contact us on 020 8158 3213 to arrange this.
Can I order an item if it's out of stock?
Yes you can.
We understand it's frustrating when the item you want is out of stock - so why do we continue to show out of stock products when they're not available for immediate delivery?
It's just in case you want to buy it now and get it delivered once it's back in stock. We always give an estimated availability for our products.
Do you sell spares?
We don't sell spares, however if you require any replacement parts please contact us.
How can I place an order?
Orders can be placed online or with our UK based call centre.
It's quick and easy to place your order online. Simply find the product(s) you would like to buy, click on the green add to basket button and then select any essential extras that you require. Once your basket holds everything you would like to order, simply click on 'checkout securely' to enter your delivery and payment details.
If you would like to order via telephone and speak to one of our sales advisors then please call 020 8158 3213.
Do you have technical information on products?
We try to provide as much information as possible on each product page, however, if you can't find the information you're looking for then contact us on 020 8158 3213.
Do you offer a design service?
No we don't offer a design, consultation or installation service - we concentrate on providing quality products at unbeatable prices.
Who designs your ranges?
We have our own in-house designers and we also work with various independent product designers in order to create our exciting and unique range of products.
Can I mix and match my products?
You can, however, some products have distinct functionality or features that may limit mix and match options and these are clearly indicated on our website.
How can you guarantee the quality of your products?
We employ a robust quality management system ensuring our products meet the high standards that you'd expect. Products including our shower enclosures, baths and basins must conform to British Standards as set by the BSI Group.
In fact, we're so confident of the quality of our products, we offer a guarantee of up to 25 years on all our products.
Why are your products such good value?
We work tirelessly to guarantee you'll be getting the best value for your money.
We literally go the extra mile, by cutting out the middlemen and travelling directly to meet with new and existing suppliers all over the world, so we can personally source the highest quality products at the best price.
Also, as we don't have physical showrooms or sales staff on commission, we don't have any of the associated costs, meaning we can pass these savings directly onto you.
How do I review your products?
Your feedback is vitally important to us, so reviewing a product is simple. Just click the 'write a review' link on the product page, complete the review and submit. We'll use this review as part of our ongoing research and we may display it on our website.
What if I have a question about my order?
Feel free to contact us about any aspect of your order.
What if I'm unhappy with part of your service?
We work hard to ensure that you'll be pleased with both your purchase and the service you've received. However, if there is something you're unhappy with, please contact us and we'll do our very best to put matters right.
What is your returns policy?
Find out more about returning your products.
Can I amend my order?
As long as your order hasn't already left our warehouse, we'll happily amend it for you.
However, if you need to amend your order, but it has already left the warehouse, depending on the type of amendment, we may need to complete what is known as a refund resale. This means that we'll cancel your original order and start a new order. Your original payment will be refunded and new payment will be taken.
In both cases, please call us on 020 8158 3213 as soon as you can, quoting your order reference number, and they'll be happy to talk you through your options.
How much are your delivery charges?
Find out more about delivery charges.
Do you do next day delivery?
Find out more about next day delivery.
Can I track my order?For most orders, you will receive a tracking number in your confirmation email.
Where the carrier who will be delivering your parcel is able to provide a tracking service, your tracking number will be included in your confirmation email. Please check your confirmation email to access your consignment number and link to the courier's tracking service where available.
If your confirmation email does not contain tracking information, then unfortunately we're not able to fully track your order, though you will be able to find out the status of your order by contacting us on 020 8158 3213 .
For more information on tracking your order, please see our delivery information.
Where/when do you deliver?
Find out more about our delivery service.
Can I collect a product?
No. We don't offer a collection service.
Can I return a product?
Yes, depending on the product, you can either send your item back to us by post or we'll arrange for it to be collected. We won't charge you a restocking fee for returning your products, but you will be required to pay the transportation costs associated with the return. This will be determined by the return method. You won't be able to return it in person. Find out more here.
What if I have a problem with a product on delivery?
On the rare occasion that there is an issue with a product, please call us immediately on 020 8158 3213 and we will do our best to rectify the situation quickly and to your satisfaction.
Do you install?
In order to maintain our great quality and low prices, we don't offer an installation service.
We recommend installation is carried out by a qualified and experienced plumbing professional.
We strongly suggest that you don't schedule any installation until you have received and checked your goods.
What happens if I'm not here when delivery is attempted?
If you're not in, the courier will leave a calling card including all the details you need to either re-arrange your delivery, or in the case of a Parcel Force delivery, collect from a local post office. A re-delivery charge may apply in some cases.
Can you leave my delivery with a neighbour?
As soon as we have delivered the goods to your door, you will be responsible for them. We'll only deliver to the address given on the order and goods will not be left without a signature unless authorised by the person named on the order. Once the delivery of your items has been completed, any loss or damage to the goods is at your own risk.
I've received the wrong product, what can I do?
Please call us as soon as possible on 020 8158 3213 quoting your order reference number and the product code from the incorrect item.
Can I pick up my order from you?
Yes. We don't offer a pick up facility from any of our warehouses or offices.
Can I get a copy of my order?
Yes, you will receive an email confirmation of your order.
Can I get a VAT receipt?
Yes, a VAT invoice can be sent upon request if you need it. Please contact us for more information.
Do you have shops/stores/showrooms?
No. To keep our prices low, we don't have any physical shops, stores or showrooms. We operate purely online and via our call centre.
Where is your call centre based?
Our call centre is based in London.