Help Centre FAQs
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› How do I contact Customer Service?
Call 02039409330 or email sales@bathroomspareparts.co.uk. Opening hours: Mon–Tue 08:00–16:00, Wed 09:00–16:00, Thu–Fri 08:00–16:00.
› Where are you based?
Unit 2 Haslemere Industrial Estate, Charlton Mead Lane, Hoddesdon, EN11 0DJ, United Kingdom.
› Can I collect my order?
Yes — collections are welcome. Please bring your order number. The counter closes 15 minutes before end of day.
› Do you offer technical advice?
Yes — we can assist with product identification, compatibility checks, and measurement guidance. For complex installs, use a qualified plumber.
› Do you have a Help Centre?
Yes — our Help Centre covers orders, deliveries, returns, warranties, and common FAQs.
› What are your delivery times?
Orders placed by 12:30 pm (Mon–Fri) usually dispatch the same day. Standard delivery is typically 1–3 working days.
› How much does delivery cost?
Shown at checkout based on weight, size and value. We also run free delivery on orders over £150.
› Can I track my order?
Yes. You’ll receive a tracking link by email for tracked services. Dispatch confirmation is sent for non-tracked services.
› Do you offer Saturday or timed delivery?
We can arrange Saturday (24-hr services dispatched Friday often arrive Saturday) and timed services for many postcodes — contact us first.
› What if an item is out of stock?
We’ll email options: wait, part-ship, or refund.
› Which payment methods do you accept?
Major debit/credit cards (Visa, MasterCard) and PayPal. Apple/Google Pay where available.
› Is VAT included in prices?
Yes — UK prices are shown including VAT. VAT invoice emailed after dispatch.
› Do you store my card details?
No — payments are processed by our secure gateway. We don’t store full card details.
› Payment failed — what should I do?
Check billing address, card details and 3-D Secure. Try another method or contact your bank.
› Can I get a copy VAT invoice?
Yes — email sales@bathroomspareparts.co.uk with your order number.
› How do I identify the correct spare part?
Use our photo/measurement guides and send images of the part, brand markings, and dimensions.
› Are your spares genuine?
We stock genuine manufacturer parts and clearly marked quality equivalents.
› My item was broken in transit — what now?
If reported within 48 hours, we’ll cover the return cost and resend once received back.
› Do you provide installation advice?
Yes — general guidance and measurement tips. For complex installs, use a qualified plumber.
› Can you source discontinued parts?
Often, yes. Share brand/range/photos; we’ll check stockists and suggest replacements if needed.
› Do you offer trade accounts?
Yes, subject to status. Apply with company details; we’ll review limits and terms.
› Do you offer bulk discounts?
Tiered pricing is available based on volume/frequency. Send your list for a quote.
› Can I pay by PO?
Approved account customers can submit purchase orders quoting account and PO numbers.
› Can I collect from your warehouse?
Yes — bring your order number. Counter closes 15 mins before end of day.
› Help with multi-site tenders?
Yes — we’ll spec a recommended spares pack and pricing based on your estate.
› Do you ship internationally?
Yes — options and prices appear at checkout after you enter your address.
› Will I pay duties or taxes?
Local duties/taxes/handling fees may apply and are the recipient’s responsibility.
› How long do international orders take?
Typically 3–10 working days depending on service and destination.
› Can you remove UK VAT?
For qualifying exports, VAT is removed when a non-UK shipping address is entered.
› How do international returns work?
Request an RMA first. Mark as returned goods and send DDP-free to avoid import charges.
› What is your returns window?
You can return unused items in original packaging within 30 days of delivery (exclude custom/special orders unless faulty).
› How do I start a return?
Email sales@bathroomspareparts.co.uk with your order number to request an RMA.
› Are return costs covered?
We cover costs for damaged/incorrectly recommended items notified within 48 hours. For change-of-mind returns, the customer covers postage.
› When will I receive my refund?
After inspection, refunds are issued promptly. Your bank may take up to 5–10 working days to show the funds.
› Can I exchange instead of refund?
Yes — request an exchange when you contact us for an RMA and we’ll arrange the replacement and balance if applicable.
› Where can I read your full policies?
Our website includes full Terms & Conditions, Privacy Policy, and Returns Policy — see the footer links.
› Do you keep my data safe?
Yes — we follow UK GDPR. We only process data needed to fulfil your order and support you. See our Privacy Policy.
› Do you share my details with third parties?
Only with necessary service providers (e.g., couriers, payment gateways) to complete your order.
› How do I request my data or deletion?
Email sales@bathroomspareparts.co.uk with your request; we’ll respond within statutory timeframes.
› My toilet seat / flush valve doesn’t match anything — can you help?
Yes — send photos of the part, brand markings, and key measurements. We specialise in identifying hard-to-find spares.
› Do you have this part in stock?
Stock status is shown on product pages. If something is urgent, call us and we’ll confirm availability and lead-time.
› Can I change/cancel my order?
Contact us ASAP with your order number. If the order hasn’t shipped, we’ll amend or cancel it for you.
› The part didn’t fix it — what next?
Email photos and symptoms; we’ll re-check compatibility and advise next steps or alternatives.
› What warranty do you provide?
Most items include a manufacturer’s warranty against defects. The term varies by brand and product.
› What’s not covered?
Damage from misuse, incorrect installation, wear and tear, or limescale isn’t typically covered.
› How do I make a warranty claim?
Email photos/video of the fault, your order number, and a description. We’ll liaise with the manufacturer if needed.
› Do you replace before inspection?
In most cases the item is inspected first. Where appropriate we may send a replacement and arrange return of the faulty unit.