Shipping policy

Free Shipping

We are pleased to offer free shipping on all orders.

  • Handling time: 1–5 business days.

  • Transit time: 5–25 business days, depending on your location and carrier availability.

  • Extended lead-time products: the timeframe on the individual product page applies instead—typically 7–8 weeks.

Please review the information below to understand how your order will be processed from confirmation through delivery.

Order Confirmation

  • You will receive an order confirmation email as soon as your order has been successfully placed.
  • Once we receive your order, we confirm the availability and applicable fulfillment method for your item(s).
  • Products displaying an extended delivery timeframe will be processed according to the estimated timeframe stated on the product page at the time of purchase.
  • If an item becomes unexpectedly unavailable or is placed on backorder, we will contact you by email with further information.

    Order Shipment

    • We will send you the tracking information to the email address you provided at checkout within 24 hours of your order going out for delivery.
    • We use a range of carriers depending on the product, destination and delivery method, including Royal Mail, Yodel, DHL, UPS, FedEx and specialist freight carriers.
    • We do not offer cash on delivery.
    • A phone number is required by the freight company so a delivery appointment can be made.
    • Failure to provide this at the time of order may cause a delay in delivery, as freight items will not be delivered without an appointment.
    • A delay in delivery may also cause additional storage fees to accrue that will need to be paid prior to delivery.
    • Any additional shipping fees due to missed appointments, re-delivery, etc will be the responsibility of the customer, as these fees are outside our "tolerance" for shipping fees, and we cannot be held liable for additional fees that go above and beyond our typical shipping parameters.

    Extended Lead-Time Products

    Certain products, including selected freestanding bathtubs, bathroom basins, oversized items, specialist finishes and other low-volume products, are not held in our regular warehouse stock and may require production or special-order fulfilment after an order is placed.

    Where this applies, the estimated delivery timeframe will be clearly displayed on the individual product page before purchase.

    For these products, the estimated delivery timeframe is typically 7–8 weeks, unless a different timeframe is stated on the product page.

    This timeframe may include production, quality inspection, preparation for dispatch, international transportation, customs processing and final-mile delivery.

    By placing an order for a product clearly displaying an extended delivery timeframe, including products with an estimated delivery timeframe of 7–8 weeks, the customer acknowledges and accepts the estimated delivery timeframe displayed on the product page at the time of purchase.

    Please note that all delivery timeframes are estimates and are not guaranteed delivery dates. While we make every reasonable effort to deliver within the stated timeframe, delays may occasionally occur due to production schedules, quality-control requirements, customs clearance, freight availability, carrier delays, port congestion or other circumstances outside our reasonable control.

    If there is a significant delay beyond the estimated delivery timeframe, we will contact you with an updated estimated delivery timeframe and the options available to you.

    We strongly recommend that customers do not schedule plumbers, installers or other contractors until the complete order has been delivered and inspected. BathroomLux cannot accept responsibility for installation costs or contractor charges resulting from estimated delivery dates or reasonable delivery delays.

    Certain products with a 7–8-week production lead time are manufactured specifically to the customer’s individual requirements. Once an order for a customised or personalised product has been accepted and production has commenced, it cannot be cancelled or returned for a change of mind.

    Missing Items Report

    • Orders must be carefully checked upon delivery.

    • Any missing items must be reported to customer@bathroomlux.com within 48 hours of delivery.

    • Reports submitted after this period cannot be accepted.

    Damages

    • Please inspect the packaging of your items when they arrive.
    • If there are any products damaged upon arrival, you can file a warranty claim to get replacement parts for anything that's damaged. 
    • If your item(s) do arrive damaged, please send photos within 24 hours to customer@bathroomlux.com, and we will process an insurance claim on your behalf.

    • If the packaging is severely damaged and the product is exposed, please:

      • Refuse delivery,

      • Take photographs,

      • Sign as “Carton damaged and refused”,

      • Notify us immediately.

    Cancellations & Refunds:

    • If your item is on backorder and you accept the backorder, we will hold your payment until the product ships. If you decide to cancel before a backorder arrives and is processed for shipping, we will not charge a fee. 
    • If your order has shipped, you (the buyer) will be responsible for the actual return shipping charges. Refunds will only be issued to the original credit card that you used when placing your order.

    Backorders:

    • From time to time, a product may run out of stock at our warehouse, and the website wasn't updated when you placed your order. In that case, we will send you an email right after you place your order notifying you of the backorder, what the expected time for arrival is, and what substitutes are available in case you are interested in receiving an alternative product sooner.

    • If an item becomes unavailable at the time of order, you will receive an email notification with the expected restock date and alternative options.

    • Arrival dates may change due to circumstances outside our control, such as port delays or supplier shortages.

    • You may choose to:

        • Wait for the item.

        • Select a substitute, or

        • Cancel the order.

    • Once the backordered item arrives, you will be notified with an estimated ship date and later receive tracking details within 1–3 business days.

    This section will give you the essential information about what to expect with the delivery of your item. If you purchased one of our large and heavy items your item will ship freight LTL will be delivered via a lift gate truck. 

    Freight Deliveries

    1. When the item reaches your city or a city near yours the dispatcher will call you to set up a future delivery date and time with you. The item will not be delivered until you set up this appointment.
    2. You need to be at the delivery address during the delivery window to receive and sign for the item. 
    3. The dispatcher will let you know what dates they have available. Delivery appointments can only be scheduled Monday through Friday. The delivery times can only be scheduled in delivery windows of 8 am - 12 pm or 12 pm - 4 pm. Depending on the freight company the delivery window may differ. A fixed delivery time cannot be scheduled. Example 9:00 am. It can only be scheduled in a delivery window time frame. 
    4. Please make sure the phone number you entered at checkout is a good number to contact you at.
    5. Please ensure you are available to receive the courier’s call to arrange delivery.
    6. The item will be delivered via a lift gate truck with one delivery person. Delivery is kerbside only. The item will be placed at the kerb or, where safely accessible and permitted by the carrier, on the driveway. The delivery service does not include carrying the item inside the property. 
    7. Be sure to keep all your packing materials including the pallet. If you decide to return the item you will need to have all the original packing materials.

    Warranty & Guarantee

    Some of our products may include a manufacturer’s warranty.

    If a warranty or guarantee is available, it will be clearly stated in the product description on our website.

    • If no warranty or guarantee is mentioned, the item is sold without additional coverage beyond your standard consumer rights.

    • Warranty claims must follow the process outlined in the product documentation and may require proof of purchase and photos of the issue.

    Lost or Misdelivered Parcels

    • Once your order has been dispatched, BathroomLux is not liable for delays, loss, or misdelivery caused by the courier.

    • If the courier tracking shows that your parcel has been delivered to the shipping address provided, BathroomLux cannot be held responsible for non-receipt.

    • Please ensure that your delivery address is complete and accurate at checkout, and that someone is available to receive the parcel.

    • If your parcel is marked as delivered but you have not received it, you must report this to us at customer@bathroomlux.com within 48 hours of the delivery notification.

    Customs & Import Duties

    Customers are responsible for paying any applicable customs fees or import duties that their respective country's customs authorities may impose. These charges are not included in the product's purchase price or shipping cost and are solely the responsibility of the customer.

    Contact Us

    For any questions regarding your order, shipping, or returns, please contact our team:

    📧 customer@bathroomlux.com
    🕘 Monday–Friday, 9am–6pm (Closed weekends)