Imperial Etoile Vergennes Basin Stand Chrome

Frequently Asked Questions

I need help with the design of my new bathroom suite, can you assist me?

Our pioneering virtual reality design service aims to make your project as stress-free as possible by allowing you to create, visualise and immerse yourself in your dream bathroom. Using the latest in design technology, we work with you to make the most of your bathroom layout, ensuring that you get a design that looks great and is functional too.

Our design service is available via any of our showrooms, or by booking a home design service appointment. You can do this by sending us a message, or by calling 020 8619 8899.

I have chosen the products I would like, what do I do next?

To process your order we’ll need to take full payment of your goods at the time of ordering. We accept payment using a debit or credit card, alternatively we also accept payment via PayPal. Once we have confirmed payment we will organise delivery, so that your bathroom suite, shower enclosure or taps arrive promptly. You can make the payment either through your account on the portal, call us, visit one of our showrooms or purchase the products online through BathroomsBydesign.com.

Do you offer a bespoke home visit service?

Yes, we have lots of ways in which we can help. We offer a site survey in which one our trusted installation partners can arrange to visit your home at a time that suits you. They then take their measurements away and one of our Design & Sales Consultants will contact you to book an appointment with yourself either in one of our showrooms or with an online screen-share.

Find out more by clicking here Our 3D Design Service Available Nationwide.

Do you charge for any of your bespoke design services?

Most companies charge a large premium for their home site surveys, because they want to cover their costs. They then offer it as a discount off any final order. With us, however, whether it is a home survey or a remote design survey - we do not charge anything for our services. This is because we are confident that once you have met us and experienced our amazing service you will not want to go elsewhere.

Whilst we do not charge for our design service - we reserve the right to implement a mileage charge based on geographical location and in extreme cases may have to reject a home survey. For more details please send us a message contact us.

What payment methods do you accept?

You can make the payment in the following ways, through your account on the portal, call us, visit one of our showrooms, purchase products online through BathroomsBydesign.com.

We accept payments using a Visa or Mastercard debit or credit card or alternatively we accept payment via PayPal. For any payments exceeding £5,000 we also accept American Express.

In our showrooms we offer cash and Bacs options.

Do the website prices include VAT?

Yes, all website prices include VAT at 20%.

How do I install my products?

It is imperative that the manufacturers instructions are followed and carried out by a trained professional. In the event that they are not then it can result in the guarantee being void. If you have any questions, please call our aftersales team on 020 8619 0131 or send us a message.

Will the products I purchase come with a guarantee?

Yes, they will. The length of any guarantee will depend on the terms offered by individual manufacturers. This information can be found on the individual products on the site or by talking to one of our product experts via the chat button or by calling 020 8619 8899.

Do you charge for delivery?

We offer free delivery on all orders over £499 for products purchased on our Website. All other deliveries are assessed based on size, weight and delivery location. For small Items (i.e. taps, accessories, shower heads etc) - £9.99, Medium - Larger Items (i.e. WC's, basins, baths, showers etc) - £29.99 Delivery charges will show at point of purchase. Please note that there are premium delivery charges to non-mainland UK and North Scotland.

Can I collect my items?

As part of our Click & Collect service, you can pick up your items at our Brentford Collections desk: BathroomsByDesign, Unit 1, Amalgamated Drive, Brentford, TW8 9EZ - we are open from Monday to Friday between 9am and 5pm. We do require that you provide us with 24 hours notice so that we can ensure that we have all your items ready for collection. To arrange a collection please call 0208 619 0131.

Please note: we do not accept collections from our showrooms.

What time will you deliver my goods?

Our delivery service within London normally allows us to specify either an AM/PM delivery. Also, our larger item pallet delivery partner normally arrange deliveries directly with you. Smaller items are sent via a third party courier and we cannot not specify specific times for these deliveries.

Do you deliver nationwide?

We do deliver nationwide; however (please note) certain areas are excluded or subject to an additional surcharge.

How long will it take to receive my order?

For online orders your products will be with you in as little as three days after ordering, subject to the stock being available. If the stock is not immediately available then we will advise of an estimated date of delivery. If you are not ready to receive your order, we can store it for up to 6 months free of charge.

Will the delivery driver need any help to offload my order?

Your purchase will be delivered directly to the ground floor access door or nearest access point of your delivery address. Please note that our delivery team is not able to assist with moving deliveries beyond this point. If we believe your products will require specific equipment or additional personnel to move them on to your work site, due to the weight of individual products, we will make best endeavors to advise this at the point of purchase.

What do I do if I want to cancel an order or return an item?

Let us know by giving us a call as soon as possible on 020 8619 8899 and we will guide you through the returns procedure. Any items returned must be complete, undamaged and in their original packaging and in full re-saleable condition. Credit will be given once we receive credit from the manufacturer.

I am a private developer/contractor looking to purchase products for a large-scale project. Can you help?

We provide a complete bathroom Design & Supply service to trade for both small and large scale developments. Please do get in touch with our trade team by sending us a message contact us or visit our ProSite for more information and find out how our team and support services can give you the advantage Join Our Trade Partnership.