Delivery information


Information explains the process surrounding the delivery of your order; if you are unable to find the information you require in any of the sections below please contact us by Clicking here.

What if i change my mind and wish to cancel before the items are delivered?

If you wish to cancel your order please call us on 0845 170 6000 as soon as possible. Once the item(s) have left our warehouse you will have to refuse the delivery. As soon as the goods have been returned to us we will refund you in full for your order.

If the goods are delivered, you will be responsible for returning them to us within 14 days (please see our Returns Policy here).

How will my order be delivered?

All small to medium orders will be delivered by DPD and large orders which are palletised will be delivered by either our sister company or Madex. More details of how your order will be delivered are below.


Small, Medium and Large Orders

Small and Medium Orders

  • Small and medium orders will be delivered by our selected courier service DPD.
  • DPD 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 by DPD 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, then name of the driver and additional options specific to you delivery.

Palletised Orders

Large Orders

  • 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 sales 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.



How much will my delivery cost?

Delivery charges are based on the size of your order and the delivery area. Note that the actual delivery charge will be clearly shown during the checkout process once you have entered in the delivery address postcode.


Small, Medium and Large Orders

Area / Zone



Order Size




Standard Areas
(UK 1)
All except BT. £5.89 £9.99 £19.99

Northern Ireland
(UK 3)
BT All £12.00 £16.50 -

(IE 1)
IE All £20.00 £25.00 -

Channel Islands
(GY 1 / JE 1)
GY/JE All £20.00 £25.00 -


Palletised Orders

Area / Zone Applicable Postcodes



Standard Areas
(UK 6)
All except postcodes below £39.99

Remote Areas 1
(UK 7)
CA, DG, DT, E1, EC, EH, EX, FK, G1-9, KA1-29, KW4, KY, LD, LL, Ml, PA1-19, PL, SA, SE, SY16-20, SY23-25, TA, TD, TQ, TR, WC £54.00

Remote Areas 2
(UK 8) (IE 8)
AB, BT, DD, IV1-28, IV30-32, IV36, IV55-56, IV63,KW1-3, KW5-14, PA20-33, PA35-41, PH1-41, PH48-50, PO30-4 £96.00

Remote Areas 3
(UK 9) (JE 9)
GY, HS, IM, IV40-49, IV51-54, JE, KA27-28, KA30, KW15-17, PA34, PA42-49, PA60-78, PH42-47, ZE £120.00

Can I have next day delivery?

Small / medium orders

If order is placed before 1pm on a working day will be processed the same day and dispatched to you the following working day – note that this applies to orders showing a 2-working day dispatch time.

Large orders

Are delivered on a pallet need to be placed before 11:00am on a working day to be processed and dispatched for delivery to you the following working day. 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 will take a little longer to arrive with you due to the distance being travelled.


Order Type Delivery Area Estimated Delivery Time
(Working days)
Small Items or Medium Items Southern Ireland Up to 2
Jersey (JE) / Guernsey (GY) Up to 4

Large Item PH8-18 Up to 2
AB, BT, DD, FK20-21, GY, HS, IE, IM, IV1-28, 30-32, 36, 40-49, 51-54, 55-56, 63, 99, JE, KA27/28, IV27-28, 41-49, 51, 55-56, KW1-17, PA20-38, 41-78, PH1-444,49-50, PO30-41, TD12, 15, ZE Up to 5

Note that this applies to orders showing a 2-working day dispatch time

What is the difference between a Small, Medium, Large and Pallet Order?

Each product is categorised into either small, medium or large depending on their size and weight and this is shown on the left hand side on each product page.

Orders sizing

Note that for orders with multiple orders the delivery charge may change from a small order to a medium sized order. For example if the order includes more than 5 small products then delivery charged as a medium sized order.

Product weight

Definition Delivery Method Order Size Amount of products before order size changes.

Small Orders

Up to 5kg in weight and under 1m in length*

Example products include pumps, seats, taps, showers, heating controls etc.

Via Courier

Small Order

Up to 5

Medium Orders

Up to 20kg in weight and under 1m in length*

Example products include basins, pedestals, small pans etc

Via Courier

Medium Order

1-2 Medium

Small Orders & Medium Orders

Large Order

1 Medium Item (like pans) and

upto 7 small items (like taps)

Large Orders

Over 20kg in weight and/or over 1m in length

Example products include baths, shower enclosures, large shower trays, boilers etc

Via Courier on a pallet

Pallet Order

1x Large Item

Medium Orders

From 4x Medium Items

*Exceptions apply. Due to the fragile nature of some of our items, they too must be sent via pallet. For example, mirrors and glass screens.

Will I get tracking information?


You will receive tracking information via email the afternoon before your order is due to be delivered. This will contain a link to the couriers online tracking system.




You will be contacted by our sales team to arrange a suitable delivery day. On the day of delivery you will be called 30 minutes before delivery by the driver.

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:

Estimated Dispatch times

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 see the status of your order please log-in to your account and view your order history.

There are a number of different status levels:

  • Paid Full – your order has been placed on the system and is waiting to be processed;
  • Back Ordered – we are waiting to dispatch your order;
  • Completed – your order has been dispatched for delivery;

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