FAQs

Ordering

What communication will I receive after placing my order?

After completing your order, you will receive a confirmation email from UK Bathroom Village Limited.

Can I change my order?

Yes, but you must speak to our Internet team on 0844 774 6666 who will change your order and organise the appropriate payment (or refund any difference) to the amount originally charged.

How do I cancel my order?

Please call 0844 774 6666 to cancel your order. Please ensure you cancel your goods within 7 working days from the date of your order, to avoid cancellation charges (re-stocking charges).

The item I ordered is out of stock. Why was it on the website?

Occasionally our suppliers advise us, upon receipt of the order, that the goods are unavailable, or that there is a delay to the delivery of the goods. This is beyond our control, but we will always keep you fully up to date with progress of your order.

Why has my payment been refused?

The majority of the time, it is down to a mistake in the card details, please check your details again, and if they are correct there may be another problem.

Our payment screen secures payment from your card provider. There are many reasons why payments are refused, but only you can establish the circumstances by calling your card provider whom will provide further details.
If you are experiencing difficulties please call our customer service team on 0844 774 6666

Payment

What payment options do you accept?

We accept credit cards and debit cards where provided by the following card providers: American Express, Visa, Mastercard, JCB and Electron
We also accept payments through Paypal & Google Checkout

When will I be charged?

At the confirmation stage of your order

Delivery

How much will I be charged for delivery?

All orders of or over £250 (including VAT) qualify for FREE delivery.
Orders below £250 (including VAT) will be charged at £25 (including VAT)

When will my order be delivered?

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 0844 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 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.

What happens if I am out when you deliver?

We use our own drivers and vans, but occasionally use our nominated couriers.
In either case, you will be called separately to organise a suitable day and time for delivery. You will need to be available to take receipt of your order, and you will need to ensure access is available and a suitable place is available for the order to be placed safely.

Can I change my delivery address?

You will need to call 0844 774 6666. If you are the cardholder, you will need to confirm any changes in writing, or by email. Please call the above number to make these arrangements first.

My order has arrived damaged, what should I do?

You must report any damages or missing items within 7 days from receipt of delivery. You should report these on 0844 774 6666 or email [email protected]
We will sometimes ask for photographs, in certain circumstances.

I have received the wrong goods, what should I do?

You must report any errors within 7 days from receipt of delivery. You should report these on 0844 774 6666 or email [email protected]

International delivery

What countries do you deliver to?

We deliver to most EEC countries. Please ask for further details should you require goods to be sent to other countries.

How much will I be charged for international delivery?

Each order will need to be separately priced by our courier companies. Please call 0844 774 6666 and we will let you know as soon as possible.

When will my order be delivered?

International deliveries will vary country to country, please call us on 0844 774 6666 to get an accurate timeline.

Returns & refunds

What is Bathroom Village’s refund policy?

We operate a 7 day returns policy, where you can return unwanted items to us for a credit note or refund.
In the first instance please call 0844 774 6666 as soon as possible to log the return request.

There are 2 types of returned items:

- Goods with a manufacturing fault

If you feel your product has a manufacturing fault, please contact us immediately and we will either:

a. Arrange for an engineer from the manufacturing company to visit your home to fix or replace the item. However if the engineer visit finds an installation fault, rather than a manufacturing fault, you will be charged a call out fee.
b. Arrange a replacement item for you and collection of the faulty item.

- Goods without a manufacturing fault

If you simply do not need or want the product, we are happy to accept returns, as long as they have not been damaged or been used. Goods must be returned in a reasonable re-saleable condition with all original packaging.

Can I place an order and have it delivered to my local store?

Yes. We charge £25 to organise the goods to be sent to the store for you to collect.
How will I know when my order is ready to collect?

We will contact you to advise the goods are available and to organise the delivery.

How long will I have to collect my order?

If you have made arrangements to collect the goods in store – usually a suitable day and time would have been agreed beforehand.
We will keep your goods for up to 10 days before returning them for safekeeping at our Warehouses.

Where should I go to collect my order?

Waterloo House, Sylvan Road, Blackdown Business Park, Wellington, Somerset, TA21 8ST.
We can offer assistance to get the goods into your car/van if required.

What do I need to bring when collecting my order?

Simply bring in a copy of your order.

Can someone else collect my order on my behalf?

If you send an email [email protected] at least 2 days before the agreed collection date, or call our warehouse team on 01823 478 254 or 0844 774 2222 (option 2).
All collections must be signed for, and we may ask for some proof of identity. This includes driving licence or passport.

Do I need to be registered to shop with Bathroom Village.com?

No, you don't have to be registered to shop online, however registering with us enables you to log in and view previous orders online.

I have forgotten my password, how can I request a new one?

If you have registered an account, and have forgotten your password; press the ‘forgotten password’ and a reminder will be sent to your registered email address.

Can I change information that is stored in My Account?

Yes. This will be personal details and email address.
Please note these will not be updated on any current orders. To ensure any appropriate details are noted on pending orders, please call 0844 774 6666 so that we can ensure these are correctly delivered.

Privacy & security

UK Bathroom Village Limited ("We") are committed to protecting and respecting your privacy.
This policy (together with our terms of sale and any other documents referred to on it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us.  Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.
For the purpose of the Data Protection Act 1998 (the Act), the data controller is UK Bathroom Village Limited. We are registered in England and Wales under company number 07091143 and with our registered office at The Auction House, Canal Road, Taunton, Somerset TA1 1PN.
Our nominated representative for the purposes of the Act is Steve Hawkins
 
Information we may collect from you

We may collect and process the following data about you:
Information that you provide by filling in forms on our site HYPERLINK "http://www.bathroomvillage.com/" www.bathroomvillage.com (our site). This includes information provided at the time of registering to use our site, subscribing to our service, posting material or requesting further services. We may also ask you for information when you report a problem with our site.
If you contact us, we may keep a record of that correspondence.
We may also ask you to complete surveys that we use for research purposes, although you do not have to respond to them.
Details of transactions you carry out through our site and of the fulfilment of your orders.
Details of your visits to our site and the resources that you access.

IP addresses and cookies

We may collect information about your computer, including where available your IP address, operating system and browser type, for system administration and to report aggregate information to our advertisers. This is statistical data about our users' browsing actions and patterns, and does not identify any individual.
For the same reason, we may obtain information about your general Internet usage by using a cookie file which is stored on the hard drive of your computer. Cookies contain information that is transferred to your computer's hard drive. They help us to improve our site and to deliver a better and more personalised service. They enable us:
To estimate our audience size and usage pattern.
To store information about your preferences, and so allow us to customise our site according to your individual interests.
To speed up your searches.
To recognise you when you return to our site.
You may refuse to accept cookies by activating the setting on your browser which allows you to refuse the setting of cookies. However, if you select this setting you may be unable to access certain parts of our site. Unless you have adjusted your browser setting so that it will refuse cookies, our system will issue cookies when you log on to our site. Please note that our advertisers may also use cookies, over which we have no control.

Where we store your personal data
The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. Such staff maybe engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted [using SSL technology]. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
Unfortunately, the transmission of information via the Internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Uses made of the information
We use information held about you in the following ways:
To ensure that content from our site is presented in the most effective manner for you and for your computer.
To provide you with information, products or services that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes.
To carry out our obligations arising from any contracts entered into between you and us.
To allow you to participate in interactive features of our service, when you choose to do so.
To notify you about changes to our service.
We may also use your data, or permit selected third parties to use your data, to provide you with information about goods and services which may be of interest to you and we or they may contact you about these by post or telephone.
If you are an existing customer, we will only contact you by electronic means (e-mail or SMS) with information about goods and services similar to those which were the subject of a previous sale to you.
If you are a new customer, and where we permit selected third parties to use your data, we (or they) will contact you by electronic means only if you have consented to this.
We do not disclose information about identifiable individuals to our advertisers, but we may provide them with aggregate information about our users (for example, we may inform them that 500 men aged under 30 have clicked on their advertisement on any given day). We may also use such aggregate information to help advertisers reach the kind of audience they want to target (for example, women in SW1). We may make use of the personal data we have collected from you to enable us to comply with our advertisers' wishes by displaying their advertisement to that target audience.

Disclosure of your information
We may disclose your personal information to third parties:
In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.

If the partnership or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms and conditions of supply and other agreements; or to protect the rights, property, or safety of UK Bathroom Village Limited, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

Your rights
You have the right to ask us not to process your personal data for marketing purposes. We will usually inform you (before collecting your data) if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data. You can also exercise the right at any time by contacting us on 0844 774 6666.
Our site may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Access to information
The Act gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.

Changes to our privacy policy
Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail.

Contact
Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to [email protected]