Frequently Asked Questions
Frequently Asked Questions
Got a question? Good chance it’s answered here. If not, drop us an email at support@bathroomessence.co.uk — we usually reply within a working day.
Delivery
UK only We deliver across the UK, but not overseas. Sorry.
Delivery times Varies by product — check the product page for estimates. Need something in a hurry? Get in touch before ordering and we’ll tell you what’s realistic.
Delivery costs Depends on item size and where you are. The delivery bands and costs are shown when viewing the basket.
Choosing a delivery date Pop a note in at checkout with your preferred date. We’ll do our best.
Multiple packages Bigger items often arrive separately from smaller bits. Your order confirmation will tell you what’s coming when.
Missed delivery — please read this one For large items, someone needs to be there on the agreed day. These deliveries come on lorries, not in a courier’s van. If no one’s home and the goods have to go back, it gets expensive — redelivery charges can be significant. So please, make sure the date works before you confirm it.
For smaller parcels, the courier will leave a card if you’re out.
Changing your delivery address Card payments go to the cardholder’s registered address. Paying by bank transfer or cheque? Email us before dispatch and we can change it. Once it’s on the lorry, it’s too late.
Collection
Collecting from Birmingham Absolutely — you can pick up from our warehouse. Payment’s taken in person (we don’t take online payment for collections). Always give us a ring first to make sure we’ve got what you need in stock.
Orders
Tracking No online tracking, but we’ll keep you posted by email or phone — especially for the big stuff.
Changing or cancelling Email us before dispatch and we can usually sort it. After that, our returns policy kicks in. One exception: bespoke items like made-to-measure shower enclosures can’t be cancelled once ordered.
Pre-orders and stock alerts Some out-of-stock items can be pre-ordered — check the product page. You can also hit “Notify Me” to get an email when something’s back in.
Returns
Returns policy You’ve got 14 days from delivery. Full details in our Terms & Conditions. Bespoke or made-to-measure items can’t be returned unless they’re faulty.
Wrong or damaged items Check your items as soon as they arrive — don’t just sign and stack them in the garage. If anything’s damaged, mark it on the delivery note before the driver leaves. Report any damage to us within 24 hours with your order number and photos. After that, claims get difficult. We want to help, but we need you to flag problems quickly.
Exchanges Start a return and tell us what you’d like instead. We’ll do our best, stock permitting.
Where to send returns We’ll give you the address once we’ve approved the return.
Payment
Payment methods Visa, MasterCard, bank transfer, or cheque. Collecting in person? Pay when you pick up.
Card security We don’t store your card details. Everything’s handled securely by the payment provider.
VAT All prices include VAT. No surprises at checkout.
Invoices Sent to your email when you order. Lost it? Just ask and we’ll send another.
Bulk or trade discounts Placing a big order or buying regularly? Get in touch — we’ll see what we can do.
Price matching Seen it cheaper somewhere else? Let us know. We can’t always beat it (manufacturer rules), but we’ll have a go.
Products
Stock availability Some pages show stock levels. For others, the lead time is usually accurate. If you need certainty, ask us before ordering.
Product information We put as much detail on product pages as we can. Need more? Email us.
Spare parts We stock spares for most products. Tell us what you need.
Water pressure and bar ratings We’ve got help pages on the site covering this, plus IP ratings and other technical bits.
Showroom
Visiting Our 3,000 sq ft showroom is in Birmingham, combined with a 15,000 sq ft warehouse. We can’t display everything from the website, so if you’re coming to see something specific, call ahead.
Brochures No printed brochures — with many thousands of products, we’d need a small library. Manufacturer brochures are on the website if you want the detail.
Installation
Fitting services We don’t do installations ourselves, but we’ve got guides on the site for finding a plumber and understanding what’s involved. Stuck? Get in touch and we’ll point you the right way.
Warranty
What’s covered Every product comes with at least a one-year UK manufacturer warranty. Specifics vary — check the product page or the manufacturer’s brochure as many items include longer warranties.
Other
Contact support@bathroomessence.co.uk — we aim to reply within one working day.
Creating an account Hit “Sign Up” or “My Account” on the site. Saves your details, lets you see past orders, makes life easier.
Terms and Conditions No tricks, no fine print. Links at the bottom of every page.