Delivery Information
We understand the importance of delivering your order on time and in perfect condition. Below you will find information and answers to the FAQs that we receive from our customers. If you require any further information then please do contact us.

We do not recommend that our customers book an installer or engage in any preparatory work until you have received all of your products and have examined them to ensure that they are the correct products for the required purpose. We do not accept responsibility for any costs associated with installers that have been booked prior to receiving your order in full. Please note that it is your responsibility to inspect the items as soon as they arrive.

What if I want to change my order?
If you wish to change your order before you have received it, please email us as soon as possible explaining what changes you wish to make, our customer services team will do their best to assist you. Please ensure to provide information such as your order number and the changes that you would like to make.

Orders for products classified as ‘Bespoke Products’ or ‘Special Products’ cannot be cancelled or refunded once the order has been confirmed with us.

Please see our Supply Terms and Conditions for full details.

How much will my delivery cost?
Delivery charges are calculated upon the point of checking out and are determined by a number of factors such as the:
• Total number of products ordered.
• Weight of the entire order.
• Size of the products ordered.
• Type of products ordered.
• Delivery address.

Delivery charge
We have three products categories:

  1. Standard Products will be delivered Free of Charge for all order over £150.
  2. Large Products will incur a delivery charge of £20.
  3. Bulk Products will incur a delivery charge of £40.

Delivery Charge for orders of Standard Products under £150 will be £6.95.

Remote Areas: examples are listed below may incur an additional charge that will be shown at checkout

*Remote Area Postcodes:
AB, BT, CA, DD, DG, DT, EH, EX, FK, G1-9, GY, HS, IM, IV1-28, IV30-32, IV36, IV40-49, IV51-54, IV55-56, IV63, JE, KA1-29, KA27-28, KA30, KW1-3, KW4, KW5-14, KW15-17, KY, LD, LL, Ml, PA1-19, PA20-33, PA34, PA42-49, PA60-78, PA35-41, PH1-41, PH42-47, PH48-50, PL, PO30-4, SA, SE, SY16-20, SY23-25, TA, TD, TQ, TR, WC, ZE.

How will my order be delivered?
All small to medium orders will be delivered by our courier partner and large / bulk orders which may be palletised will be delivered by either our own transport or delivery partner. More details of how your order will be delivered are below.

• Small and medium orders will be delivered by our selected courier service.
• Our courier will send you your tracking details directly via email and/or SMS once the parcel is ready to leave our depot.
• Please note that once your order has been collected from us no changes can be made until the delivery has been attempted once. For this reason please make sure your delivery address is correct before placing your order.
• Once receiving your SMS or email you will also be given a number of options if you are unavailable on the time of scheduled delivery.
• On the day of delivery you will be given a 1 hour window and any additional details specific to you delivery.
• Deliveries are made Monday to Friday only between 8am and 5pm.
• There must be someone present to accept delivery. Therefore, when your order is ready to be dispatched, you will be contacted by our customer service team to arrange a suitable delivery day.
• Deliveries are made to the kerbside only due to insurance reasons so please ensure that you have additional help to transport the goods into your room of choice if required.
• The delivery driver will call 30 minutes before delivery to ensure that someone is available to accept the delivery. If there is no one available, the goods will be returned to our warehouse and another delivery charge will be incurred.
• Occasionally, due to the nature of our items, an item may get damaged in transit. It is therefore, advisable to inspect all of the items before accepting the goods. If there is damage, you can refuse the delivery and send the item(s) back with the driver. We will then send replacements as soon as possible for you.

Can I have next day delivery?

If your order is placed before 2pm on a working day it will be processed the same day and dispatched for next day delivery

May be delivered on a pallet and need to be placed before 11:00am on a working day to be processed and dispatched for delivery to you within 2 working days depending on your location. Some areas are 3 – 5 day delivery. Please note that these orders will not be dispatched until we have contacted you to arrange a delivery date as there needs to be someone available to accept delivery.

Deliveries to remote areas may take a little longer to arrive with you due to the distance being travelled.

How quickly will my order be dispatched?
The expected dispatch time for each product is displayed on the right hand side of the relevant product page and also on your order confirmation. There are 3-different expected dispatch times dependent on stock availability and the type of product:

In the rare situation we are unable to meet the quoted dispatch time on your order confirmation our customer services team will contact you to clearly explain the situation and what actions are being taken to get your order dispatched as soon as possible.

Orders are dispatched when they are 100% complete and therefore orders with multiple products will show the longest dispatch time on the order confirmation. Should you require to have the products that are available immediately and the balance to follow please contact our customer sales team to arrange. Note that this may incur additional delivery charges.

Can I see the status of my order?
Yes it is possible to track the status of your order all the way through to delivery to you. To find the status of your order please log-in to your account and view your order history or contact our customer service team.

Delivery Policy
Plumbing and Bathrooms Direct offer a UK only delivery service. We offer free delivery service on all standard product orders over £200.00 inc vat*. There is a £20 delivery charge for orders for items classified as large products and a £40 delivery charge for products that are required to be palletised. Deliveries will be within 1-2 working days from the order being placed, but where possible and providing the items are in stock, we will do our upmost to deliver the items the next day. (excluding large and bulk products which can take between 2-5 days, if urgent please contact our customer service team with products wanted, as well as delivery postcode for exact delivery date)
Orders will be dispatched via courier or direct from our suppliers dependant on shipping size and weight.
*For remote delivery locations and offshore islands these may take longer to arrive, and in certain circumstances further delivery charges may apply. These locations include / but are not restricted to UK Highlands and Islands, UK Non Mainland, Isle of Wight and Northern Ireland.
Deliveries within the UK Mainland areas with total values less than £200.00 inc vat, will have a delivery charge of £6.95+vat applied.
If you have any questions or need any information regarding delivery dates, cost, times and any other query please do not hesitate to either call us on 0208 443 6900 or e-mail at [email protected]

Returns Policy
This applies to all consumers under the distance selling regulations, please note this does not apply to business customers.
If you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens’ Advice Bureau or Trading Standards office.
Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out below:
(a) If your Contract is for a single Product (which is not delivered in instalments on separate days), the last date on which you may cancel the Contract is the end of the 14th day after the day on which you receive the Product.
(b) If your Contract is for either of the following:
(i) one Product which is delivered in instalments on separate days; or
(ii) multiple Products which are delivered on separate days,
then the last date upon which you may cancel the Contract is at the end of the 14th day after the day on which you receive the last instalment of the Product or the last of the separate Products ordered.
(c) If your Contract is for the regular delivery of Products over a set period, then the last date upon which you may cancel the Contract is at the end of the 14th day after the day on which you receive the first delivery of the Products.
To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to e-mail us at [email protected], we will then e-mail you to confirm we have received your cancellation. You can also contact us by telephone on 0208 443 6900. If you are e-mailing us please include details of your order including order number to help us to identify it. If you send us your cancellation notice by e-mail, then your cancellation is effective from the date you send us the e-mail.
If you cancel your Contract we will:
(a) refund you the price you paid for the Products. Except in the case of faulty or misdescribed goods, if you exercise your right to cancel after the goods have been delivered to you, you will be responsible for returning the goods to us at your own cost. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused in transit, or by your handling them in a way which would not be permitted in a shop.
(b) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
(i) if you have received the Product: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us, see above
(ii) if you have not received the Product or you have received it and decided to send it back to us, 14 days after you inform us of your decision to cancel the Contract.
If you have returned the Products to us because they are faulty or misdescribed, we will refund the price of the Products in full, as well as the cost to return. Please note all returns should be made via Royal Mail 2nd class delivery (or similar alternative) and the amount refunded will not be greater than the cost of Standard Royal Mail 2nd class delivery charge for that size parcel.
We will refund you on the format used by you to pay. If you used vouchers to pay for the Product we may refund you in vouchers.
If a Product has been delivered to you before you decide to cancel your Contract:
(a) then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You can send it back or return it to us in-store or by post. Please see returns address below.
(b) unless the Product is faulty or not as described, you will be responsible for the cost of returning the Products to us. If the Product is one which cannot be returned by post, we estimate that if you use the carrier which delivered the Product to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection.
Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this or anything else in these Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
Returns Address
Plumb Inn Merchants Enfield Limited, 1124 Mollison Avenue, Enfield, Middlesex, EN3 7NJ