FAQs

Do You Have A Showroom?

Our focus is on offering a huge range of bathroom products at great prices. We are available on the phone for help and advice and we offer a fantastic design service, but we don’t have bricks & mortar showrooms.

Can I collect my order?

Unfortunately at this current time we are unable to allow collections from our Bournemouth warehouse due to COVID-19. We'll be continuously reviewing this over the coming months to find a way to make this possible in a safe manner for both our customers and team.

How long do your products take to be delivered?

Each of our items shows either an 'In stock' status or an estimated lead time in days. If the items are in stock in our warehouse, we aim to ship them out for delivery the next working day when ordered before 1pm for larger items and 4pm for small and medium sized items. If the items show a lead time in days, this is our best estimate for how it will take us to get them to you. We typically either order them direct from the manufacturer, or get them in before shipping them out. Please note that the longest lead time will be the most appropriate as we look to collate your order and send it out together in most cases. If you're in a hurry, we can often help so give us a call on 01202 612 800.

 What delivery services do you offer?

We send small items such as taps, shower valves and accessories with either DPD or UK Mail, both of which offer a 1 or 2 hour time slot for delivery. You will be notified of this on the day of delivery, and we will inform you that your order has been dispatched by email as soon as it leaves us. More fragile items such as mirrors and sinks will be sent either with UK Mail, or on a carefully packaged service. Either way, you will be kept informed when your order is dispatched and when it is likely to be delivered.

Morning slots and weekend deliveries are available at an additional surcharge on certain items. Unfortunately, there are certain locations that we are unable to offer these services to. For more information on deliveries, please read our delivery terms and conditions. If the delivery service that you require is not shown on your chosen product, please give us a call on 01202 612 800 and we'd be happy to help.

 Do you deliver outside of the UK?

We can deliver parcels to most of Europe and beyond. You are able to checkout as an international customer on the site. Please note that additional surcharges will apply. For the most accurate prices and international delivery information, please call us on 01202 612 800.

Can I return my order if I don’t want it?

Yes, of course. We offer a 30 day money back guarantee, and a 90 day exchange policy. Find out more here.

Can I order without paying the VAT if relevant?

Yes, provided we can obtain proof of export and the export falls within HMRC requirements. Please call us on 01202 612 800 to arrange this.

If I am not home when my delivery arrives, what happens?

If you’ve ordered small items (taps, kitchen sinks excluding ceramic sinks, shower controls, accessories, mirrors, mirrored cabinets etc.) these are delivered via parcel couriers. You will be informed of a 1 or 2 hour delivery slot on the day of delivery by text or email. If you aren’t in, delivery will be re-attempted the following day, or you can reschedule via the calling card they leave.

For large palletised orders, the couriers will call you to arrange a suitable delivery time. If you aren’t in at the arranged time, there may be a redelivery charge payable.

My item is damaged upon delivery. What do I do?

If your order is damaged, please let us know as soon after delivery as possible. We require notification of damaged items within 48 hours of delivery if there are any problems.

An item is missing from my delivery. What do I do?

If you’ve requested multiple deliveries to get your order to you faster, your item may still be on its way. We occasionally split orders into multiple consignments if our warehouse is out of stock, but our supplier’s warehouse has an item ready. If your order doesn’t match the delivery note within the package, please contact us on 01202 612 800.

Can I get a bigger discount?

Our prices are heavily discounted, but there may be something we can do for large orders. Please contact our sales team on 01202 612 800.

Can I get a trade discount?

We do a range of deals for trade customers who order regularly from us, including a general % off, as well as specific trade deals not advertised online. You can also open up a trade account with us and receive benefits like your own dedicated trade team and exclusive trade offers just for you. Contact our sales team for more info on 01202 612 800.

Can I get spare parts for your products?

Everything we sell is generally backed up by a manufacturer’s guarantee. In addition, it is usually possible to obtain spare parts even years later – just ask us. However, we cannot be held liable for faults that develop after 12 months should the manufacturer have gone out of business or discontinued the item.

What guarantees do you offer on your products?

Most of the items we sell are guaranteed by the manufacturer for 5, 10, 15 or ‘life’, in addition to our standard 12 month warranty. If your item develops a fault after 12 months, you can either contact the manufacturer directly, or we are happy to forward on your details and help you to arrange spares or resolve your issue.

Do your taps work on low-pressure systems?

We sell thousands of taps and showers designed to work on gravity systems with low pressure (less than 0.2 bar). Use the filters on our site to select 0.1 or 0.2 bar of pressure, or refer to the specification on each product to see if it is suitable. Please note, we cannot accept products that have been installed for a refund, so please ensure you have sufficient water pressure before installation.

How do I know what water pressure I have?

See our guide to water pressure here.

I have a combi-boiler. What taps can I have?

The average, modern combination boiler generally gives out at least 1 bar of pressure, so you can have pretty much anything you want with the exception of items rated at more than 1 bar minimum pressure (generally things like shower towers with body jets, some freestanding taps, very large rain shower heads etc.) If in doubt, ask your plumber.

Can I fit your products myself?

You are more than welcome to DIY install – we can’t tell you what to do with the items you buy from us. However, we do generally recommend installation by a qualified plumber. There is a reason plumbers are well-paid – it’s not as easy as the online videos and how-to guides make out! If you are installing an item yourself and you’re having trouble, by all means give us a call, but it’s generally better to call the manufacturer’s technical helpline as we do not offer technical advice. If we could, we’d all be working as plumbers!

What is the difference between a pop-up waste and a clicker waste?

A pop-up waste usually refers to the type of waste where there is a lever on the back of the tap itself that you push up and down to operate the waste. A clicker waste (more popular nowadays), is a standalone waste fitting where you simply press the waste itself to click it open and closed.

What do I use to clean my taps or shower fittings?

We strongly recommend that you do not use abrasive cleaners that contain bleach, even if they say they are suitable, as you run the risk of wearing down the chrome finish and invalidating the warranty. Most manufacturers offer a guarantee that is invalidated if you use things like Cillit Bang, and should a finish issue arise, they generally run a lab test to check what has been used to clean the item. Use warm, soapy water and a soft cloth, or non-abrasive bathroom cleaners.

What brands do you sell?

We sell a combination of top bathroom brands (only those that genuinely offer quality, style and value-for-money), and products we source directly from the manufacturer, or through various distributors. Brands that you may have heard of that we can supply include Villeroy & Boch, Daryl, Hansgrohe, Axor, Ambiance Bain, Dansani, Geberit, Eco Bathrooms, No Code, Crosswater, Simpsons, Bauhaus, Ultra, Hudson Reed, Premier Bathrooms, Imperial Bathrooms, Keuco, Perrin & Rowe and Saneux. If there's something very specific that you want but can't see on our website, give us a ring - we can probably source it.

Do you offer 3D design?

We certainly do. We use 3D visualising software such as Virtual Worlds - an invaluable tool to help visualise how things will look and ensure it all fits together perfectly. We don't charge for design and planning.

 

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