Frequently Asked Questions
Got a question? There’s a good chance it’s answered below. If not, email us at support@bathroomessence.co.uk — we usually reply within one working day.
Delivery
UK delivery only
We deliver across the UK, but not overseas.
Delivery times
Delivery times vary by product. Estimated lead times are shown on each product page.
If you need something urgently, contact us before ordering.
Delivery costs
Delivery costs depend on item size and location. All charges are shown clearly in the basket.
Choosing a delivery date
Add a preferred delivery date at checkout and we’ll do our best to accommodate it.
Multiple packages
Larger items may arrive separately from smaller items. Your order confirmation will explain what to expect.
Missed deliveries (important)
Large deliveries arrive on lorries and require someone to be present.
If no one is available and the goods must be returned, redelivery charges can apply.
Please make sure your chosen delivery date works.
Smaller courier deliveries will leave a calling card if you’re out.
Changing your delivery address
Card payments must be delivered to the cardholder’s registered address.
For bank transfer or cheque payments, email us before dispatch. Once an order is on the lorry, the address cannot be changed.
Collection
Collecting from Birmingham
Yes — collection is available from our Birmingham warehouse.
Payment is taken in person. Please call ahead to confirm stock availability.
Orders
Order tracking
We don’t offer live tracking, but we’ll keep you updated by email or phone.
Changing or cancelling an order
Contact us before dispatch and we can usually help.
Once dispatched, our returns policy applies.
Bespoke and made-to-measure items cannot be cancelled after ordering.
Pre-orders and stock alerts
Some out-of-stock items can be pre-ordered.
You can also use the “Notify Me” option on product pages.
Returns
Returns policy
You have 14 days from delivery to return eligible items.
Full details are in our Terms & Conditions.
Damaged or incorrect items
Please inspect items on delivery.
If something is damaged, note it on the delivery paperwork and contact us within 24 hours with photos and your order number.
Exchanges
Start a return and let us know what you’d like instead. Exchanges are subject to availability.
Return address
We’ll provide the return address once the return has been approved.
Payment
Payment methods
Visa, MasterCard, bank transfer, or cheque.
Collection orders are paid in person.
Card security
We don’t store card details. All payments are processed securely.
VAT
All prices include VAT.
Invoices
Invoices are emailed after ordering. Contact us if you need a copy.
Bulk or trade discounts
For large or repeat orders, get in touch and we’ll see what we can do.
Price matching
If you’ve seen the same item cheaper elsewhere, let us know. We’ll always try to help.
Products
Stock availability
Stock levels and lead times are shown on product pages where available.
If timing is critical, contact us before ordering.
Product information
We include as much detail as possible online. If you need more, just ask.
Spare parts
We stock spare parts for most products.
Water pressure and technical info
Guides covering water pressure, bar ratings, and IP ratings are available on our website.
Showroom
Visiting our Birmingham showroom
Our 3,000 sq ft showroom is located in Birmingham and connected to a 15,000 sq ft warehouse.
Not all products can be displayed, so please call ahead if you want to see something specific.
Brochures
We don’t offer printed brochures. Manufacturer brochures and product details are available online.