FAQs

Ordering

• Do prices include VAT?

  Yes, all of our prices include VAT.

• Payment methods (Online):

  We accept major credit and debit cards - powered by Shopify Payments. We also accept PayPal payments.

• Payment methods (In Store):

  We accept all major credit and debit cards in store (unfortunately we do not accept American Express).

• I can't find a product on the site

  There are always new & exciting products and we try and keep our website as up to date as possible to offer you the full range. However, if you cannot find a specific product on our website, please contact us on 0344 774 6666, live chat, or email info@bathroomvillage.com and we will endeavour to order it for you.

• Can I pay with finance?

  We currently do not offer finance, however we are working very closely with a company to bring you a finance option soon.

• Do you price match?

  Yes, we do offer a price matching service on like for like products. We do however reserve the right to refuse a price match in specific circumstances (e.g we would be losing money!)

• Do you have tech specs?

  The technical information is listed on the web product page of your item. You and/or your plumber can also call us if you require specific information or advice about a product, or installation of a product. 

• Can I order now and have my goods delivered at a later date?

  Yes, of course, you can. Sometime's it might not be convenient to have your goods delivered straight away, or you're looking to make the most of one of our sales. All you need to do is to include a comment/note within your order when you would ideally like these items delivered to you (comments can be added once you've added goods into your basket). We'll then do our best to deliver these items to the specified date.

  If you're looking to have your goods delivered in more than three weeks time this option is best. You can always call in to speak to a member of staff who can take the order over the phone and make a note for when you would like the order delivered

Delivery

• How much is delivery?

  All orders £499 or over (Inc. VAT) qualify for FREE delivery. Small item orders below £499 (Inc. VAT) will be charged at £12 (Inc. VAT). Large item orders below £499 (Inc. VAT) will be charged at £49 (Inc. VAT).

• How long does delivery take?

  We endeavour to get all orders despatched as soon as we can. Bespoke items will take longer, and we will let you know of the timescales involved. If you have a specific timeline in which you need the goods, please speak to the Internet team on 0344 774 6666 and we will do everything we can to get the goods to you. Typically we hope to get all orders despatched to you within 14 working days. Often we achieve a much quicker timescale – but allowing for our suppliers to deliver into us, and for us to quality check the goods the timelines are based upon those processes

• How will I be contacted?

  We will call or email you on the number / email address supplied to confirm that your order has reached the warehouse and to arrange delivery.

• Can I collect?

  You are more than welcome to collect your orders from any one of our showrooms or direct from our Warehouse in Wellington, Somerset. We will contact you to let you know when your items have reached the showroom, we are open for collections Monday – Saturday 8.30am – 5.00pm and 10.00am – 4.00pm on bank holidays. Please note, we are closed on Sundays.

• Can I order now and have my goods delivered at a later date?

  Yes, of course you can. Sometimes it might not be convenient to have your goods delivered straight away, or you're looking to make the most of one of our sales. All you need to do is include a comment in the shopping basket area when you would ideally like these items delivered to you. If you have any questions or would like to discuss delayed delivery, please give us a call and speak to a member of staff who can take your order over the phone and make a note on the order to deliver it on the date of your choosing.

• Delivery dates

  International delivery dates are dependent on the country the order is being sent to. Delivery dates for UK deliveries will be estimated at the time of ordering.

• International delivery?

  Yes, we can deliver internationally and your order will be transported via carrier. Delivery costs will apply in all cases.

• Do you offer disability VAT allowance?

  We do offer disability VAT allowance and we are able to provide the forms you need to claim this.

Returns

• How do I return an item?

  Please visit the returns page to start your claim.

• My order is damaged

  We make sure that all items leave our warehouse in perfect condition, however, unfortunately sometimes items arrive less than perfect. Please visit our returns page to start your claim

• I'm missing an item

  Please call the internet sales team who will be able to rectify this and ensure the missing item is sent as soon as possible.

• How long does a return take to process?

  If you need to return an item, you have 14 days from delivery in which to notify us that you would like to make a return. Once we have been notified, you then have 14 days to send the item back to us. When we have received your item, a return will be logged and may take up to 28 days to process. However, we always endeavour to do it sooner. We comply with the Consumer Rights Act.

• How do I contact someone about my return?

  Please contact the Warehouse on 0344 774 22 22 option 2 to arrange the return of an item. 

• How should I package up my return?

  If you bought an item, but then changed your mind, please package your return in the original packaging the item was delivered in, ensuring the item and packaging are in a saleable condition.

Showrooms

• Where are your showrooms?

  Our showrooms are located across the southwest: Exeter, Wellington, Bristol and Swindon. Please see our store locator for exact addresses, where we will be pleased to welcome you. 

• What are your opening times?

  We are open Monday to Saturday, 8.30am – 5.00pm. We are closed on Sundays.

• Are you open bank holidays?

  Yes, we are open 10.00am – 4.00pm on Bank Holidays

Products

• How do I clean my products?

  If your product requires specific care, cleaning instructions will usually be provided with the item purchased. 

• What is the guarantee on my product?

  All our products come with a guarantee, but the length of guarantee varies from brand to brand and even product to product. The guarantee will be contained within the items instructions and on the web product page. Alternatively, your sales person will be able to tell you the guarantee for your items. 

• How do I get hold of spare parts?

  Please contact the showroom directly or the internet sales team who will be able to help source spare parts.

Installation

• Should I book a plumber before my order arrives?

  We always recommend that you wait for your products to arrive, so you are able to take safe delivery and check the items. This also allows for the occasional unexpected delay in delivery and saves extra cost of a tradesman with no product to fit. We are also unable to accept items back once they have been installed.

• What type of filter shall I use?

  We recommend that you chose a qualified fitter to install your bathroom products. References from previous customers may also help you with this important decision.

Complaints

• Complaints process

  We always try to look after our customers and provide the best possible service. We recognise that sometimes things may go wrong and where possible, we try to make things right.

  If you choose to make a complaint, we will always try to resolve the situation there and then.

  In instances where we are unable to resolve your complaint, a senior member of our team will take responsibility for finding a solution, and will contact you by the end of the following working day. We will always let you know who is resolving your complaint, and provide you with their contact details.

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