Help & FAQs

General Delivery Cancellation Faulty Goods Missing Goods Payment Guarantee

Privacy Security FAQ's Baths Shower Valves Shower Doors Taps

If You have a question, Please feel free to email us and we'll get back to you as quickly as we can...

Can you send me a brochure?

We cannot send you any brochures ourselves, as we simply have too many to choose from and too many requests to send them out. If you have a specific question then just drop us an email or give us a call, we can always help from there.

Do the prices include VAT?

Yes. All of them. Every. Single. One.

What if I lose my order number or printout?

Relax, stay calm, simply drop us an email or call us and we'll sort everything out for you.

When should I book my plumber?

You should wait until you have received all your goods, and you are satisfied that everything is okay. We always strive to deliver on time & without damage, but sometimes goods may be temporarily unavailable from the manufacturer, or due to the very fragile nature of many bathroom items, breakages can occur in transit.

Do you offer quantity discounts?

In some cases yes we do. Just give us a call to talk about it, or drop us an email.

Delivery

How long does delivery take?

That's a good question.

Well it all depends on whether you're receiving a Parcel or a Pallet.


Parcels (UK)

If your delivery cost is £9, you're going to receive a parcel, and this should arrive within 7-14 workings days (except for non-stock items, see red text below ). 

DHL will deliver the parcel. If you're not in when they come, they'll try to deliver it a second time and let you know when, if you miss the second delivery you can pick it up from your nearest depot, which should be close, they're a pretty big company. Or you can get a 3rd delivery for a little extra. You can also arrange an evening delivery, but it costs extra.


Pallets (UK)

If your delivery cost is £49 (or more, if you live far far away) you're going to receive a pallet, and this should arrive within 7-14 working days (except certain "non-stock" items, such as Jacuzzi baths, or Daryl shower doors, we'll call you pretty quickly to tell you if it's going to be longer than this, usually upto 4 weeks). Our despatch company will contact you 3 days before delivery to arrange a convenient time and date, which is helpful. .

Due to exceptionally high demand Kohler deliveries may take 6-8 weeks and not  9-14 days as stated. Kohler have apologised to us for this delay.

Outside the UK

Outside of the UK, the delivery charge does vary and can take a little longer. It depends where you are really, give us a call and we'll be a little less vague.

What if I'm not in when the package arrives?

Parcels

Well, if you're receiving a parcel (see above) DHL will try to deliver a second time and leave a card, so don't worry about it too much.


Pallets

If you're receiving a pallet our despatch company will contact you 3 days before delivery to arrange a convenient time and date when you'll be in, so again, no worries.

Can I request a certain delivery date?

Parcels

If you're receiving a parcel unfortunately it's not possible to arrange an exact time or date, although if you miss the delivery, DHL will try again and it's possible to arrange that time. Alternatively you can pick it up from their nearest depot.


Pallets

If you're receiving a Pallet our despatch company will contact you around 3 days before delivery, at that point you can arrange a convenient date or time.

We will, of course, send you an email when the item is despatched.

What if the delivery address is not the same as the card address?

You'll need to email or call us and we'll see what we can do, everything should be okay.

Do I need to assist the driver?

No. If it's a pallet our driver will only deliver it to your door, still packaged. He/she is not insured to take it inside your house or upstairs unfortunately. So you will need to arrange getting the items where you need them.

Can I order from anywhere in the world?

Yes, In a word, although, delivery charges and times will be a little more and it'll take a little longer. If you want to discuss your plans then just give us a call or drop us an email and we'll help you out.

What if you are unable to deliver in the agreed time scale?

Like any other company we may be let down by suppliers, transport, or other reason beyond our control. If we let you down, and the delivery takes longer than 28 days, we will cancel the order and offer a full refund.

Cancellation

What if I want to cancel my order?

Apart form us being a little sad, that's fine. You can cancel your order, in writing, for any reason, at any time within 14 days of delivery as long as you haven't used it.

Do I have to pay anything if I cancel my order?

Only the cost of returning the items to us, if you've received them already.

What do I do with the goods if I've received them?

Parcels

Send them back to us, we love post, it's the best part of our morning.

Whole Pallets

We'll arrange to get it picked up. We'll contact you pretty fast.

Faulty Goods

What should I do if there are faulty goods in my order?

You should check your order within 48 hours of receiving it and contact us regarding this immediately. We will then arrange replacing the item for you, as quickly as we can.

How should I return faulty goods?

Parcels

Contact us immediately and we'll arrange returning it to us, please don't just send it straight back! If it's faulty we'll then refund you the cost of the item plus the cost of the return delivery.

Whole Pallets

Give us a call or drop us an email and we'll arrange a pick-up. If it's faulty we'll then refund you the cost of the item plus the cost of the return delivery.

Will it cost me anything to return the faulty goods?

It won't cost you anything if the item is faulty, you will have to pay the cost of return delivery initially (parcels only), but we'll reimburse that cost.

Where should I send the item(s)?

To us! Our address is:

UKBW.com
Unit N
Crown Industrial Estate
Taunton
Somerset
TA2 8RX

Missing Goods

What if something is missing on my order?

You should check the order within 48 hours of delivery, if there's something missing contact us and we'll sort it out.

Payment

How can I pay?

You can pay by any of the following: Visa, Maestro, Mastercard, Delta, & Visa Electron.

We don't accept cheques, postal orders or cash at present. If you'd like to pay by some other means, give us a call or drop us an email and we'll see what we can do.

When can I pay?

If you pay online then at the end of the checkout process, if you're phoning your card details through you must pay before we despatch the items.

Guarantee

What guarantee do I get?

It all depends on the manufacturer of the relevant item. Our standard guarantee is 1 year, if it's any more than this it will say. The standard Heritage guarantee is 5 years, with 25 years for their Sanitaryware, Baths & Timeless Gold taps.

Privacy

We operate a privacy policy regarding the information we receive from you. When you place an order we obviously ask for certain information including your name, delivery address, payment details, email address and telephone number. This information allows us to process your order and keep you informed of your order status.

ukbw.com does all it can to protect your personal information from loss, damage, disclosure, misuse or alteration. Any personal information you provide to us including and similar to your name, address, telephone number and e-mail address will not be released, sold, or rented to any entities or individuals outside of ukbw.com (and our despatch partners).

What details do you need from me?

We need the address you'd like the goods delivered to (this needs to be the same as the cardholder's address), your email, your telephone number and some payment details. We use the email to send you confirmation of your order. We take your phone number just in case there's a problem with your order and we need to contact you urgently. Also for Pallet deliveries our despatch company will call you to arrange a convenient delivery time or date.

Will you pass on my details to other companies?

Absolutely not, we'll only use the information for handling the order you place. If you tick the little box to receive our newsletter then we'll send you some special deals from time to time, if you don't want to receive this, you can unsubscribe at the bottom of the email, it's all really very simple.

We do not disclose your information to third parties other than when order details are processed as part of the order processing (i.e. our despatch partners). In this case, they will not pass on these details to anyone else.

Security

ukbw.com understands that you may have concerns about security. So as to ensure your credit card details are transmitted safely & confidentially, without risk, we have teamed up leading UK payment processors Protx who are Verisign approved.

Is this site secure?

When you place orders, we use a secure server. The secure server software (SSL) encrypts all information you input before it is sent to us.

Regarding your credit or debit card details, ukbw.com has teamed up with leading UK payment processors Protx.

Protx's e-commerce payment and security services are amongst the most advanced in the industry, employing secure sockets layer (SSL) technology during the on-line ordering process to protect your payment card information. Every transaction processed is checked using Protx fraud control systems in order to validate the authenticity of your payment card and detect indicators of possible fraudulent use, such as an incorrect address or CV2 number.

What happens to my credit card details if I place an order on-line?

When you enter your credit card details, everything you type, is instantly encrypted (scrambled, like eggs) by the Protx security systems . At no time is your credit card number e-mailed or accessible to anyone at Protx or ukbw.com.

For the Techies: When you place an order through our shopping basket, your personal information is protected by Secure Socket Layer (SSL) encryption technology, the industry standard security protocol for encoding sensitive information. SSL creates a shared digital key, which only lets the sender and the receiver of the transmission scramble or unscramble information. To everyone else, the SSL transmission is indecipherable.

How do I know if I have a 'secure' connection?

To verify your secure connection look for a gold key or padlock on your screen. This is normally displayed as a broken key or open padlock. When you are viewing a secure page the key changes to a solid gold key or the padlock snaps shut confirming a secure connection. You will also notice that the address line in your browser window changes from http:// to https://

FAQs

Do you do any other colours than white?

When it comes to chinaware we're a little bit Henry Ford, we provide every colour you can think of, as long as it's white.

What does Back-To-Wall mean?

Back-To-Wall (BTW) refers to a bathroom fixture that is fitted straight on to the surface of a wall or furniture behind it.

What does Close-Coupled mean?

Close-Coupled is used to describe a toilet where the cistern (top)attaches directly to the pan (bottom).

What does Semi-Recessed mean?

Semi-Recessed describes a washbasin that hangs over the edge of the unit (usually wooden) on which it is placed.

What does W.C. mean?

W.C. stands for 'water closet', basically a toilet!

What does Wall-Hung mean?

Wall-Hung is describes fixtures that are supported by fixture to a wall, the toilet and sink in question won't touch the floor, they hang off the wall.

What is a Cistern?

A Cistern is the part of a toilet that contains the water used for flushing.

What is a Cloakroom Suite?

A Cloakroom Suite is a small bathroom suite, simply comprising of a toilet and sink.

What is a Push-Button Flush?

A Push-Button Flush is a pushable fitting that initiates a toilets flush: push me to flush...

Baths

What are the differences between cast iron and acrylic baths?

Well, acrylic is much lighter, less expensive and more user-friendly (i.e. it can be drilled, polished etc.). Cast Iron is heavier, more expensive and gives a traditional feel. We like cast iron, but our drivers prefer acrylic.

What about wood in the bathroom, won't it warp?

All of the furniture we provide is water-resistant, this puts off any possible warping for quite a long time. All Heritage furniture and panels comes with a 5 year guarantee. It's always advisable to clear standing water from your wooden items.

Shower Valves

What showers will work with my water system?

Well it all depends on what water system you have. The showers we provide suit pretty much every water system, sometimes you might need a pump to make it an extra special experience, if you drop us an email or give us a call we can help you with your individual situation, we're very helpful.

I want a power shower.

A power shower comes in many shapes and forms, put simply it's a shower with lots of water coming out. You can achieve this in a number of ways, too many to mention here. You can have a power shower with a Heritage Shower Valve, but you might need a little pump to really get things going. It depends on your circumstances.

What's the difference between concealed and exposed valves?

Basically, with a concealed valve all the 'stuff' is recessed into the wall, it's more hidden, so only the controls are viewable. With an exposed valve, it sticks out a little more, take a look at the pictures in our shower valves section to get more of an idea.

What's the difference between a fixed kit and a flexible kit?

Well, a fixed kit means the showerhead is in a fixed position, and a flexible kits means you can take it off the wall and move it around, anywhere you like, very handy if you want to wash the bath or tray.

Shower Doors

How do I know what is left-hand and what is right-hand?

Beware! There is absolutely no logic here. It's weird but it's true, different manufacturers will call the same door different 'hands'. You need to check the diagram or picture to make sure which 'hand' you want. We've tried to make it as clear as possible.

What is a Quadrant Shower Cubicle?

A Quadrant Shower Cubicle is quartered circle in shape and made to fit in to a corner.

What is a Shower Screen?

A Shower Screen is placed on the edge of a bath in order to prevent shower water getting your floor wet.

What is a Side Panel?

A Side Panel is a screen that attaches to a shower door to make it an enclosure and thus prevent leakage where a side wall isn't present.

What is an Offset Quadrant Shower Cubicle?

An Offset Quadrant Shower Cubicle is rectangular in shape, but features a curved corner at the front end.

What's a low level shower tray? Can I have one?

A low level shower tray is a shallow tray, where the waste drops below the surface of the floor. Whether you can have one depends on your floor type and it's situation. If you cannot drop the shower waste below the level of the floor you will need to have a raised shower tray with a panel (or alternatively you could build a tiled step). Take a look at the images on the shower tray page for more information.

Taps

What is a Bath Shower Mixer?

A Bath Shower Mixer is a bath mixer tap and a shower all in one, with water distributed through either the tap or shower outlets.

What is a Bridge?

A Bridge is the horizontal connection between the hot and cold water taps.

Why do my Taps make a Banging Noise when they're turned on?

Water Hammer is the result of high water pressure causing vibration on the pipes and can be reduced by the installation of a pressure reducing valve. Be sure to check that your pipes aren't loose as this may also be a cause.

What is the Minimum Water Pressure I need to get a Good Flow Rate from my Taps?

This depends on the tap range you choose, but is typically a minimum of 0.1 bar (1 metre head) for a screw-down (rubber washer) tap valve and 0.3 bar (3 metre head) for ceramic disc valves, although the Ravoque range will need higher pressure. It's best to seek professional advice before making your purchase.

How do I stop my Taps from Dripping?

Standard tap valves can start to leak should the rubber washer become worn. This can be easily sorted out by replacing the washer. If the taps are ceramic disc, then the entire valve will need replacing. One of the typical characteristics of manufacturing 'traditional' cast taps is that the inside of the spout will be rough, rather than finished. This means that when you turn off the tap, a small reservoir of water is left inside the spout, which will slowly "find its way" through the contours of the cast before dropping into the basin. This can take a "short while", but is perfectly normal.

What Should I use to Clean my Taps?

All brassware should be cleaned with warm soapy water and buffed up to shine with a soft dry cloth. Avoid using any abrasive or acidic cleaners as this may damage the product. Regular cleaning after use will keep your taps looking good.

Back to Top