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CORONAVIRUS (COVID-19) INFORMATION FOR OUR CUSTOMERS - UPDATED 20TH DECEMBER 2020

During these worrying times we hope that you and those around you are all staying safe and well. If you are mid-way through your bathroom project or thinking about starting, below are some frequently asked questions. As the situation is changing daily, we will be updating this page regularly.


Are your showrooms open during Tier 4 restrictions?

Our showrooms are open to trade customers by appointment only until the current restrictions are lifted, so that our clients are able to commission or complete essential bathroom design and construction projects. Virtual appointments or telephone consultations are available to all clients. Click here to make an appointment.


When will your showrooms be open again?

The Government is currently advising that our Showrooms will need to remain closed until Tier 4 restrictions are lifted. Please do note that this situation may change at short notice, but we will ensure that we update this page regularly.

Our Showroom design teams are still available to provide a 3D Design Consultation from the comfort of your own home. Many of our customers are starting the design process from home and then arranging an appointment in the showroom to finalise the design and view the products when we are able to open.


Can I still order online?

Yes, you can still order online as normal and via telephone and we can still deliver to you, though it may take slightly longer than normal. We be able to advise on this at the time of your order.


Are orders still being delivered as normal?

We are still able to fulfil most products, though due to a smaller team size and wider challenges in our supply chain it is taking us slightly longer than usual. We will be happy to discuss what this means for your specific situation.


Do I have to wear a face covering when visiting your Head Office/Distribution Centre?

The Government has made it mandatory for anyone visiting a shop or supermarket to wear a face covering. However, there are a number of exceptions to this rule and if you are not wearing a face covering when you visit our site, we will assume you have a valid reason and we will not seek to discuss this with you. We would advise you follow the advice on the Government Website.


Are you taking safety precautions?

Yes - We are aware of our obligation to carry out a risk assessment and we have implemented precautionary measures to ensure the safety of our customers and our team. You will find a summary of our Covid-19 safety measures here.


Can I have a Design Consultation?

Yes – From 18th November, BathroomsByDesign is offering Free 3D Design Consultations in all of our showrooms and via an online screen share. Using our Plan2Design Phone App you will also still be able to get the VR experience in your own home. You are also able to use our app to share your designs with family members or friends, wherever they are.


Can I still receive a delivery?

Yes. Public Health England have said that there’s no current evidence to suggest that the virus can be transmitted from packages. It is understood that these types of viruses don’t survive long on objects such as letters or parcels.

We are ensuring that our drivers are follow a strict hand sanitising regime and will also be wearing a face covering when making deliveries.


How do I return orders?

Our Warehouse in Brentford is able to receive returns, but we must have 24 hours' notice and we will provide further instructions upon enquiry.


Can I still Collect?

Our Brentford Warehouse and Distribution Centre is currently only open Monday, Wednesday and Friday for Collections and Returns. Please note that due to a reduced team size, this also strictly by appointment only.
• We need at least 4 hours' notice for the collection of less than 5 small items.
• We need at least 24 hours' notice for the collection of 5 small items or more.
• We need at least 24 hours' notice for the return or any item.


Can I still receive deliveries if I’m self-isolating?

Smaller items may be able to be delivered to a safe place, but it will not be safe for large items to be left unattended. Please contact our deliveries department for further advice on your situation.


How do I contact BathroomsByDesign?

You can still contact BathroomsByDesign through the usual channels, though please bear with us as it is taking us longer to respond due to a smaller team size.