FAQs

How can we help you?

Ordering & Payment

Can I visit the showroom to place my order and take away the same day?

Yes. At Bathroom City we pride ourselves on meeting our customers’ needs in whatever way is most convenient for them. You can visit our vast Birmingham showroom — one of the largest in the country and well worth the trip — where the majority of products are available to take away the same day, our expert sales team will advise on availability. And wherever you are in the UK, we deliver free of charge, so you’re never far from Bathroom City.

Can I buy my bathroom suite online?

Yes — everything we sell is available to buy online and available for home delivery.

Which credit cards do you accept?

We accept all major credit cards including Mastercard, Visa, Visa Debit and Electron, as well as PayPal and Apple Pay.

How do I make payment online?

We aim to make shopping with Bathroom City as simple as possible. Once you have added your products to the basket you proceed to checkout, where you’ll find a payment method to suit you — Credit Card, Debit Card, Finance or BACS transfer.

Can I pay by phone?

Yes, of course. Simply call one of our expert sales team on 0121 753 0700 and they will help you place your order and take payment using any of the same methods available in-store or online.

Do you offer finance?

Yes — we offer Novuna, PayPal, Clearpay, Snap, and Klarna finance options.

Is my payment secure?

Yes. All payments taken online and over the phone are processed securely through encrypted, industry-standard payment systems, and our finance options are provided by regulated finance partners. We never store your full card details.

Can I get a VAT invoice?

Yes — a VAT invoice is available on request. Just contact Customer Services on 0121 753 0700 with your order number and we’ll send one over.

Do you price match?

Yes. If you’ve seen the same product cheaper elsewhere, get in touch with our sales team on 0121 753 0700 and we’ll do our best to match it.

Do you offer trade discounts?

We love working with trade customers. While we don’t operate a formal trade account scheme, our sales team can discuss trade pricing on 0121 753 0700 — just let them know you’re in the trade.

Delivery & Collection

Can I collect my order from Bathroom City?

Yes. The majority of our products are available in our warehouse and ready for same-day collection, subject to payment.

Do you offer an express delivery option?

Yes. You can pay £75 for express next day delivery, before 1pm.

If I collect my items from you, will someone help me load them into my vehicle?

Of course — our warehouse team are there to help in whatever way they can.

How long does delivery take?

As we hold most of our products in stock, we will do our best to deliver to suit you. The majority of deliveries are within 48 hours, but other services such as next day are also available.

How much do you charge for delivery?

We offer free delivery on all orders to mainland UK. Deliveries to the Republic of Ireland carry an additional charge — please contact Customer Services on 0121 753 0700 for a quote.

Where do you deliver?

We deliver across the entire UK, Northern Ireland and Republic of Ireland, we offer free of charge to most areas. For the Scottish Highlands, Northern Ireland the Republic of Ireland, an additional delivery charge applies. For deliveries outside these areas,including international orders, please contact Customer Services on 0121 753 0700

Where will you deliver to — kerbside or into my home?

Our standard delivery is kerbside, to the front of your property. We’re also launching a premium ‘to room’ delivery service, where our team will bring your order into a room of your choice — this will be available soon, so please check the options at checkout or ask our team.

Can I specify a delivery time?

We use a third-party logistics company for the majority of our deliveries. Once they have your order they will contact you to arrange the most suitable time, generally Monday–Friday, 8am until 6pm. For deliveries outside these times, please call Customer Services on 0121 753 0700 and they will do their best to accommodate your request.

How do I track, amend or cancel my order?

Shortly after your order is confirmed you will receive an email that will contain the tracking information you require if there are any issues contact Customer Services on 0121 753 0700. To amend or cancel your order contact Customer Services on 0121 753 0700.

Can you store my order until I am ready?

Yes — we offer up to two months’ free storage. After that, a small monthly fee applies.

If I am not home, will you leave my delivery with a neighbour?

Unfortunately no. We do everything we can to avoid this being necessary — if you aren’t home at the agreed delivery time we will attempt to re-deliver, but this may incur an additional charge.

Returns, Guarantees & Issues

What is your returns policy?

We accept returns up to 365 days after delivery. In the first 28 days we will offer a full refund, after 28 days we will offer a credit note for the items returned. Any special-order or bespoke items will be subject to a 25% restocking fee.

Who pays for return postage?

You’re welcome to return unwanted items free of charge by dropping them at our Birmingham showroom. If you’d prefer us to arrange collection, the cost of returning the goods is the customer’s responsibility. Either way, please contact Customer Services on 0121 753 0700 before returning anything so we can advise the best way to do this. Faulty or damaged items are, of course, returned at our cost.

What do I do if there is an issue with my order?

Please call our Customer Service team on 0121 753 0700 and we’ll put things right.

What should I do if an item arrives damaged or faulty?

We always recommend checking your order on delivery. If anything arrives damaged or faulty, please let us know within 48 hours by calling Customer Services on 0121 753 0700, so we can resolve it quickly for you.

What guarantee do you offer?

Every product we sell comes with a manufacturer’s guarantee — typically from a minimum of 12 months up to a lifetime guarantee on many of our ranges. The exact cover is shown in each product description.

Services & Opening Hours

Is Bathroom City open at weekends?

Yes. We are open 9am until 5.30pm Monday–Friday, 9am until 5pm on Saturday and 10am until 4pm on Sunday. We are also open on bank holidays.

Do you offer a fitting service?

While we don’t fit bathrooms in-house, we work with a network of trusted, approved installers and can recommend a vetted local fitter to install your new bathroom — just speak to our team. As always, we’d recommend not booking any fitting until your goods have arrived and been checked.

Do you offer a design service?

Yes — from July you can use our new bathroom design service, available both online and in our Birmingham showroom. We offer online and in-person consultations for free, and offer home visits for £50, and you’ll receive a £100 gift card to redeem against any purchase over £1,000.

Do you offer free samples?

We offer samples on selected product ranges, which can be ordered directly through our website. For special sample requests, please contact our Customer Service team on 0121 753 0700 and we’ll do what we can to help.