Frequently Asked Questions
What prices are shown on the website?
A. All prices include VAT.
Is the website secure?
By using Adyen, Bathroom Supastore is ensuring that your card details are not compromised. Adyen encrypt every transaction to the highest global standards. Their secure systems are scanned and audited regularly by one of the world's leading Qualified Security Assessors (QSA) so that you can be confident about using them to make a secure payment online. Adyen also automatically provides all of its customers with fraud prevention tools - what that means for you is that if your card has been compromised somewhere else, we are using technology that will help to prevent your details from being illegally used on our site.
How do I know you have an item in stock?
We show live stock levels on all of the products on the website so you will instantly know if we have a product in stock. 'In stock' means it is in our warehouse and ready to leave us, 'Due in Soon' means the item is on order with the manufacturer and will be with us soon (please contact us for lead times) and 'Special Order' or 'Made to Order' means the item will be ordered in specially for you once your order has been placed.
How can I pay for my goods?
We accept most credit/debit cards, Google Pay and Apple Pay.
Can I get a copy of my order?
You will receive an email confirmation of your order. A VAT invoice can be sent upon request if you need it.
Can I order an item if it's out of stock?
Yes, the website will advise if an item is out of stock by the status 'Due in Soon'. The ordering system will accept orders for items with this status and these will ship when they are available. If you have any questions regarding lead time for these items please don't hesitate to get in touch.
Do you offer any extra discount?
The prices we display on our website store are always displayed at the lowest possible price we can offer. Be sure to sign up to our newsletter and social media pages to get access to our exclusive offers.
Do you offer free palletised delivery?
Delivering your order securely is our top priority and the safest way to send the majority of items we stock, in good condition, is to palletise them. Our palletised delivery charge is subsidised as much as we are able, unfortunately we can't offer any further discount on delievry.
How long does delivery take?
Delivery time is dependant on the option chosen at checkout. We are currently offering a standard 5-7 working day delivery. The delivery time frame stated does not start until the item is dispatched from us.
How do I know when to expect my palletised delivery?
Our palletised deliveries are made by Palletways, then we will book in the delivery and advise an estimated delivery date by email. Palletways will contact you directly prior to delivery to confirm this date. If Palletways are unable to reach you to book in, delivery will be delayed.
What happens if an item is damaged on delivery?
Every effort should be made to check for visible damage before you sign for the delivery. If goods are visibly damaged it is important in the first instance to refuse the delivery. When you sign for any package please mark this as ‘Unchecked’. Simpy signing the delivery note will confirm you have accepted the items in good condition. Please then remove all packaging and clearly inspect all items once the driver leaves. We need to be notified of any obvious damages within the first hour of delivery. If, once the items are unpacked, smaller, less obvious damages are found these need to be reported to us within 14 days of arrival, as stated in our terms and conditions.
Do you deliver on weekends?
I'm afraid that we are not able to deliver goods on weekends.
Can I specify a specific time for my delivery?
We can't guarantee delivery for a specific time, however we can request that the courier contact you a short time prior to delivery.
What happens if I experience a problem after delivery?
Please contact our customer service team immediately on 03300 568 555 or email firstname.lastname@example.org
I've bought multiple items, will they arrive at the same time?
Yes, if you have ordered a mixture of in stock and due in soon items, the order will be held until all items are available. We may be able to offer a part shipment, so do contact us for more information if you're in this situation.
I've received the wrong product, what to do?
If you have noticed straight away please inform the driver and refuse the delivery, if not send us an e-mail or give us a call, we will resolve the issue and get the right product out to you as soon as possible.
What happens if I'm not there when delivery is attempted?
If you’re not in the courier will leave a 'sorry we missed you' card for small items. If you are not home when delivery of smaller items are attempted, they will be returned to the depot and a card left with you. You can use this card to either re-arrange the delivery via the courier website or telephone, or alternatively you will be provided with the depot location so you can collect the item at a convenient time. On items delivered by Palletforce; we will book in the delivery and advise an estimated delivery date via email, Palletforce will contact you directly the day before delivery to confirm delivery date. Once a date is booked in with Palletforce directly you must ensure you are available on this date. If Palletforce attempt to deliver and you're not at the delivery address a re-delivery charge may be incurred.
Can you leave my delivery with a neighbour?
Yes we can deliver to an alternative address, just let us know when you place your order.
Where do you deliver to?
We deliver throughout mainland UK.
What if I want to return or cancel a product after it has been despatched?
If you have changed your mind regarding a product or made the wrong purchase after the order has been despatched then the product must be accepted from the delivery driver. If refused, an appropriate fee set by the carrier will be charged for the return of the product to us.
Is the delivery charge per item?
The delivery charge is per order, not per item.
Where is my nearest store?
We are an online retailer only; this enables us to deliver high quality bathroom products at very competitive prices.
Do you have a catalogue?
We don't have a catalogue I'm afraid. We try to include as much information as possible on every item however, if you require any further information on any product please contact a member of the customer service team and they will be happy to help.
Do you offer a fitting service?
No, we are a bathroom retailer only and recommend that you seek advice from a professional plumber to install your items.
On the acrylic baths, what is Trojancast?
Trojancast is a substantial reinforcement process for a Trojan acrylic bath. This reinforcement process results in each bath being incredibly strong and hard-wearing. This gives you the reminiscent assurance of an old cast iron bath but with the natural warmth and quality acrylic has. The intensive reinforcement processes adds a green fibreglass coating to the entire underside of the bath which adds strength and insulating properties. This also keeps your bath water hotter for longer!
I have cracked the panel on my P shape bath, can I buy a replacement from you?
All shaped bath panels (Bowed, P shape, L shape, curved, J shape and D shape) are made specifically for its bath. The majority of our shaped baths are supplied by Trojan so unless you have a Trojan bath our panels will not be compatible. You would need to contact the manufacturer of the bath to find a supplier.
Can I install my bath without the panel?
We don't recommend you fit your bath until you have both the bath and panel with you. The bath will need to be set to the height of the panel.
My Redring is in guarantee and is faulty. What is the procedure?
If an unlikely event of a faulty unit that is within Redring's manufactures warranty then please contact technical services on 0344 879 35 88 stating the model number, serial number and your details. These details will then be passed to one of Redring's recognised engineers within your area who can provide a service to repair the unit, in line with Redring's terms and conditions.
Are your bath shower panels hinged?
Yes, our bath shower screens are hinged at the wall to ensure easy access to all of the bath, apart from our folding options. The fold up panels can be positioned against the wall once folded to gain full bath access.
I need a pump to boost my water supply. What's the difference between positive and negative pumps?
Techflow negative head pumps are designed to function under both Positive and Negative head conditions whereas the Techflow Positive Head Pumps are only for use where an open vented Positive head condition exists.Where a gravity flow of water in excess of 0.6l/min is present then this is known as a Positive head condition.If the gravity flow is less than 0.6l/min then this is a Negative head condition. This could be due to a restrictive valve or when an outlet (tap or shower head) is above or level with the cold water storage tank.
Still haven't found what you're looking for?
Remember we're here to help with any question you have, from bathroom design ideas to troubleshooting shower tray installation. You can contact us here.