Frequently asked questions

Will you unload?

Our two-man delivery team will unload all large items for you to a ground floor property. Unfortunately our delivery teams aren’t insured to carry any items to upstairs rooms.

How long does delivery take?

The majority of our products are available on a next day delivery service. If you’re happy to wait you can choose our standard delivery, which can take 2-10 days. See all of our delivery details here.

Why are your products such good value?

Everyone should be able to afford good design. We’ve worked hard with designers and craftsmen to make good design available at a better price.

Do you have the items in stock?

The majority of our products are always in stock. Apart from exceptional circumstances we guarantee delivery a fast, speedy delivery for every product that is in stock.

Can I place an order over the phone?

Our team of sales advisors are here from Monday to Saturday. They can place your order over the phone as well as answer any questions you might have.

What if my order's damaged?

Despite our best efforts things can get damaged out of our control. We run quality control checks on all of our products at every stage to make sure these things don’t happen often. Contact our customer service team as soon as you can and they will work to resolve the issue for you.

What type of cards do you accept?

We accept all major credit and debit cards, including Visa Credit, Visa Debit, MasterCard, Visa Electron and Switch.

My order has arrived but I want to return something

No problem, if you’re not 100% satisfied with your order you can return the products to us and we will give you a complete refund.

How do I cancel an order?

If you’ve changed your mind about an order give us a call as soon as possible to make sure we can catch it in time. Unfortunately if it’s already been despatched we will be unable to cancel your order, but once it’s arrived you can return it to us.

My order has arrived but I want to return something

Just send us an email to or give us a call on 01525 300830 to request a non-fault goods returns form.

How do I cancel an order?

If you’d like to cancel your order call or e-mail our customer service team as soon as possible. We’re unable to cancel any orders once they’ve been despatched.

Can I change my existing order?

If you’ve chosen next day delivery, we can only make changes up until 12pm on the day of purchase. And if you’ve chosen standard delivery the latest time to make a change is 9pm.

I’ve bought several items; will they arrive at the same time?

In most cases all items will arrive at the same time, unless you’ve ordered smaller items like radiators, towel rails and shower pumps - these will be delivered to you separately. If for any reason an item on your order is out of stock then your order will be sent all together when the item is available.

What happens if I'm not there when delivery is attempted?

If you’re not in the courier will leave a calling card, this will have all the details you need to re-arrange your delivery. A re-delivery charge may apply in some cases.

Can you leave my delivery with a neighbour?

We can leave your parcel with a neighbour but you’ve got to give us notice before the delivery.

I’ve received the wrong product, what shall I do?

Send us e-mail or give our customer services team a call, they will resolve the issue and get the right product to you.

Finance options

Spread the cost with financing

If you’ve found the solutions to create your ideal bathroom, but need some help spreading the cost, we can offer you a range of finance options to help you make your dream a reality. Finance is subject to a minimum spend of £500.

For more information about how to apply, please see below:

PaybyFinance (Hitachi)

Our finance is supplied by PaybyFinance (Hitachi), the UK’s only specialist Retail Finance provider who use a secure and friendly market leading online software system which can provide you with a decision in seconds.

Note - Finance is only applicable to UK residents

When you buy online from you have the choice of applying for instant finance by adding your purchase to the shopping basket, selecting the option to PaybyFinance, and completing a finance application form. The whole process only takes a few minutes and is simple and secure. Once your finance application is approved, you will be offered an E-signature option enabling you to sign the finance agreement with the click of a mouse, eradicating the need for a traditional ‘wet’ signature. Under this option there is no need to post any paperwork which means goods can be dispatched immediately. In the unusual circumstance that E-signature is not offered you will receive an e-mail advising you of how to download the finance agreement. Please read this carefully checking that all the details are correct, then print and sign the finance agreement twice. Post the document to the address shown on the finance agreement. Following receipt of your finance agreement and a few additional checks, your goods will be dispatched. are licensed credit brokers

Credit is subject to status and written quotations are available on request.
The credit advertised is provided by one credit provider with whom we have a commercial relationship.

Applying for online finance

Applying for online finance couldn't be easier or more convenient. Once you've chosen the products you'd like to purchase, simply complete a brief online application form accessed via the 'checkout'. Just follow the simple instructions, entering your personal details as required and we'll do the rest.

Your questions answered

Here's some of the most commonly asked questions regarding online finance.

Once my application is approved, what happens next?

Within minutes of your application being approved, you will be presented with the option to sign your credit agreement. If you are offered the ability e-sign your credit agreement and choose to do so, a PDF of your credit agreement will be displayed on screen. You should read the credit agreement carefully before clicking all the relevant sections agreeing to its terms. Once you have agreed to the terms of the credit agreement will be notified and you need do nothing more. If you are presented with the ability to print and return your credit agreement you should print the PDF agreement, read it carefully and then sign the document following the instructions on the covering letter. This signed document should then be posted to the address shown on the covering letter of the credit agreement. Note that products will not be allocated to your order until your completed and signed agreement is returned and received by Hitachi Capital. Shipment of your goods will follow soon after your agreement has been returned to our finance company.

Will you credit score me and if so, what does this mean?

Credit scoring is the process used by financial services companies to evaluate the credit risk of new applicants. This technique will be applied to your application for online finance. Credit scoring works by awarding points for each answer given on the application form such as age, income and occupation, together with information obtained from credit reference agencies. This information allows us to produce consistent decisions, ensuring all our applicants are treated fairly. Credit scoring does not discriminate on the grounds of sex, race, religion or disability.

If you decline my application, what is the reason?

In addition to credit scoring, we also take into account confirmation of your identity, validation of certain application details, existing commitments and information held at the credit reference agencies. Though we are unable to provide you with a main reason for decline of your application, it is usually based on one, or a combination of the following:

Your credit score (note that every finance company will score you differently)
Adverse credit reference agency information
You are considered to be overcommitted
You are aged under 18
Your existing account performance with other lenders

What type of information do credit reference agencies hold about me?

Some of the information is public information, for example electoral roll, County Court Judgements and bankruptcies. Other lenders may also file information about accounts you hold with them for instance this could include your payment history and outstanding balance on these accounts. Any requests for credit, where a credit reference search has been undertaken, will also be filed, although the result of the request is not recorded.

How do I obtain a copy of this information?

You should send a cheque for £2.00 made payable to the relevant company, together with details of all addresses at which you have lived over the last 6 years:

Consumer Help Desk Experian Limited PO Box 8000 Nottingham NG1 5GX
Equifax Ltd., Credit File Advice Centre. PO Box 1140. Bradford, BD1 5US
Consumer Services, Callcredit Limited, PO Box 491, LEEDS, LS3 1WZ

The above listed agencies will provide details of information relating via these addresses. If you believe that the information is incorrect, you can ask the agency to correct it.

If my application is not successful, can I re-apply?

Yes. We acknowledge that your circumstances change and just because we have refused a previous application, it does not mean that we'll automatically turn down a further request. We do suggest however, that you leave at least 6 months between applications.

Who is eligible to apply for online finance?

To apply for finance, you must be over the age of 18, work at least 16 hours a week, or be retired with an income. You must also be a resident of the United Kingdom and have lived in the UK for the last 12 months or more. Unfortunately, we are unable to offer online finance to residents of Eire. Homemakers aren't excluded from applying under their own names; however we will require the employment details of your spouse in order to process your application.

Can I request delivery to an address other than my home?

In order to safeguard against fraudulent applications, we regret that we're able only to deliver goods to the home address of the applicant. Saturday morning deliveries can be arranged if this is more convenient for you.

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