Our delivery information and returns procedure

 

Delivery charges

** Free standard delivery to mainland UK on large or fragile orders over £500 **

Restrictions apply to areas listed in 'Delivery restrictions' below


Postal items - Small, low value, non-fragile orders (e.g flexi waste pipe)

Delivered via Royal Mail:    Standard - £3.99    Next Day* - £4.99

Online tracking is currently unavailable for small postal items

 

Small items - Non-fragile items, below 30kg in weight (e.g tap, shower head)

Parcel Delivery:    Standard - from £7.99    Next Day* - from £9.99

Online tracking is currently unavailable for small items

 

Medium items - Orders over 30kg, but below 50kg OR fragile items under 30kg

Courier Delivery:    Standard - from £14.99    Next Day* - from £19.99

Medium items will be delivered by a team of 2 specialist delivery couriers providing a white glove service. The products are delivered to the room of your choice and packaging removed and taken away if desired.

 

Large items - Orders over 50kg in weight (e.g. bathroom suite)

Specialist Delivery:     Standard - from £34.99    Next Day* - from £49.99

 

Why choose us for delivery?

  • Fast and reliable service to all areas of mainland UK
  • We’ll keep you informed by text, email or phone
  • Our specialist delivery service for large or fragile items means we’ll deliver direct to the room of your choice and remove your packaging if you wish
  • Next day delivery* available when you order before 2pm
  • Free standard delivery on medium, large or fragile orders over £500

 

Delivering your items

 

 

Delivering your large items
Order over 50kg
For large or fragile items that require plenty of extra care and dedicated delivery, we use our specialist service which includes:

 Will be delivered by a team of 2 specialist delivery couriers providing a white glove service
 Products delivered to the room of your choice and packaging removed and taken away if desired

Delivery day for medium and large items
 You’ll receive an email the evening before your delivery as confirmation
 You’ll receive a text message and a call on the morning of your delivery to confirm your estimated timeslot
 If there are any issues which may prevent us from delivering within your specified timeslot, we will call you at the earliest opportunity
 For any queries or updates please call our dedicated delivery helpline: 0344 804 48 48

*Next day delivery
Need your items in a hurry? Order before 2pm and, for a little extra, we’ll deliver your products the next working day.

To qualify for next day delivery:

 Your order must be placed before the specified cut off time of 2pm
 All items on your order must be in stock and available for delivery
 Your payment must be received in full with funds cleared for the order total
 Delivery must be to a UK mainland address
Whilst we’d love to be able to offer this service 365 days a year, we can’t currently deliver on Sundays, Mondays or Bank Holidays (this also includes the day after any Bank Holiday). For example, If you order next day delivery before 2pm on the Saturday of a Bank Holiday weekend, we won’t be able to deliver until the following Wednesday at the earliest.

For medium, large or fragile items, you will still recieve the same specialist service as you would with a standard delivery.

It’s worth noting, if demand is high, next day delivery slots can’t always be guaranteed.

Tile deliveries
Due to the unique way we source our tiles, they will be delivered separately to the rest of your order by our specialist courier. There is no additional charge on top of your total delivery cost (if applicable).

Failed delivery
If, on the rare occasion, we are not able to deliver your order on your allotted day and within your allotted timeslot, we will let you know immediately and arrange an alternative delivery date. However, if our couriers turn up to your delivery address on your allotted day and within your allotted timeslot, but are unable to complete the delivery, we reserve the right to charge you an additional £19.99 redelivery fee for the rearranged delivery.


Delivery restrictions

Our specialist delivery service is available to everyone in the UK mainland, but due to logistical reasons, restrictions apply to customers living in the following postcode areas:

 AB10-56
 BT (all)
 FK15-21
 GY (all)
 HS (all)
 IM (all)
 IV1-28, 30-32, 36, 40-49, 51-56, 63
 JE (all)
 KA6, 18-30
 KW (all)
 PA20-25, 27, 28, 29, 34, 38, 40-49, 60-78
 PH17-44, 49-50
 PO30-41
 SA19-73
 TR1-20, 26, 27
 ZE (all)

If you require delivery to any of the above postcode areas, you can still order online but you won’t be able to select a delivery date during the checkout process. Our Customer Care Team will contact you separately to arrange your delivery date.

Delivery surcharges
Reluctantly, due to the additional distance from our distribution centre and extra transport costs involved, we have to charge an additional fee when delivering to the following areas:

Delivery surcharge area    Small/Medium Order(s)    Large / Fragile Orders(s)
Grampian    £10    None
Isle of Wight    £10    £30
Highlands    £10    £40
Scottish Offshore    £10    £40
Isles of Scilly    £20    Call for estimate
Northern Ireland    £30    £45
Isle of Man    £20    £115
Channel Islands    £30    £115
Republic of Ireland    £30    £65
The surcharge is additional to the usual delivery fee. For example, a large or fragile order going to the Isle of Wight would cost a total of £64.99 to deliver (Standard £34.99 delivery charge + £30 surcharge).

If you wish to deliver outside of the UK, Channel Islands, Isle of Man or Republic of Ireland, please call us for a delivery estimate.

Frequently asked questions

Will I be able to see my total delivery costs before I buy?
Yes. Your total delivery charge will be displayed before you confirm your order, based on your postcode and the size of your order. If you order more than one product, you will only ever pay the delivery charge for the largest product.

What happens if some of my items are out of stock?
The completed order will be delivered as soon as these items become available, however a part delivery of the in-stock items can be arranged by calling us on 0344 804 48 48.

How do you package my items?
Once you’ve placed your order, our warehouse team will ensure all your items are checked and packed as quickly as possible. We use our own specially designed packaging incorporating specific features, to help support and protect your items during delivery.

How do I qualify for free delivery?
If your order is over £500 and contains large or fragile items you will qualify for free standard delivery. If ordering online, this will be applied automatically to your basket when you checkout.

I’ve ordered next day delivery after 2pm. When will my order arrive?
If you order after the 2pm deadline, your items will be delivered the next working day plus a further working day.

For example, if you order before 2pm on a Tuesday, you will be offered a next day delivery option for Wednesday. Order after 2pm and you will be offered delivery on Thursday.

All next day deliveries are subject to availability.

I wanted to order next day delivery but I was told it isn’t available. I thought it was always available?
On rare occasions demand for next day deliveries to a certain region can exceed the number of deliveries we can physically supply. If this is the case, and we can’t offer you next day delivery, you will be informed before you place your order.