Frequently Asked Questions
How much is delivery charge?
The delivery charge for UK mainland is £4.50 for parcels lower than £15.00 excl. VAT and £6.50 for items above £15.00 excl. VAT. Larger items are sometimes subject to extra postage due to the cost of transportation and this is also the case with certain fragile items which need extra insurance. Our minimum delivery charge is £4.50.
All orders over £150.00 excl VAT are eligible for free delivery; regardless of the quantity of items ordered. This is only not the case when the items are large in size or are fragile. Please note this is only applicable to UK mainland orders.
Certain locations such as channel islands and highlands require extra postage for items too large to fit through a letterbox or cannot be sent with an alternative courier such as MyHermes.
For worldwide delivery see our delivery zone prices here
Do you accept returns/what is your returns policy?
Requests for the return of products because of "ordered in error" or "cancellation" (after shipment has been made) must be made within 14 days of shipment. If the items were ordered in and an email was sent to confirm this action then items will be subject to a 20% restocking charge. Before any returns are made it is necessary to get a returns number. This can be obtained by telephoning 020 3940 9330 or by emailing email@example.com.
When returning rejected goods the package and goods must be in perfect condition (unused). It is then your responsibility to cover the cost of returning the goods, unless however, goods were sent to you in mistake and in this case will arrange suitable collection of said goods.
Upon receipt of returned goods we will refund you for your order less any postage costs incurred. If the item is outside the 14 days returns period it is non-refundable. Special orders are subject to restocking charges of a minimum of 20%. Please read our terms and conditions
Click here for the aforementioned returns form
Is the website secure?
Yes. Once you go through to the checkout the website will be secured by a secure sockets layer (SSL) through SagePay which allows sensitive information such as credit card numbers, social security numbers, and login credentials to be transmitted securely.
SSL secures millions of peoples’ data on the Internet every day, especially during online transactions or when transmitting confidential information.
Where do I send images?
Please send all images to firstname.lastname@example.org for a prompt response. You will need to take a picture of the toilet or the enclosure with the part required if you do not know the brand or specifics.
How long before my product arrives?
If in stock, all products will leave us on a 24 hour service. If you need a before 9am/10am delivery please phone us as these services cost more and need to be set up. The cost of a 10am delivery varies depending on item size and value. Please inquire with us on 020 3940 9330 to check stocks or if you are unsure.
My Item was broken in transit?
If your item was broken in transit and reported within 48 hrs, we will cover the cost of returns and dispatch the item again once we've received the product back.
I can't identify the source of the problem?
If you can't identify the problem or need help working out the fault, please email us a full description of your problem and a photo of the toilet or enclosure. We will get back to you with the relevant items needed if we work out the issue and help you with your purchase if you need further help.