Customer FAQ

How do I order?
On www.designer-bathstore.co.uk, choose the products you want to buy and add them to the shopping cart. You can do this by clicking on the "Add To Cart " button placed against the product.
When you click the "Add To Cart " button, you enter the shopping cart. Here you can view or update the shopping cart. To add more products just click the "Continue Shopping" button and repeat the buying process.
As soon as you have decided on what you want to buy, click on the "Checkout" button and proceed with entering your billing and delivery information. Here you can also view the content of your shopping cart, including individual prices and totals.

Please carefully fill in all personal information required in the order form. You will also have to provide in a valid e-mail address where you will receive all details about your order. You have 4 payment options:
- Payment by credit/debit card
- Payment by cheque
- Payment by bank transfer
- Payment by secure email link.
For more details you can also take a look at online product purchase tutorial.
Can my delivery address be different from my billing address?
Yes. The delivery can be made to another address than the one mentioned in the billing address. However, the delivery will only be made within the UK. In case you want a product to be delivered abroad you will have to contact an international shipping company. The billing address however can be abroad.

After filling in the delivery address, when asked to complete the billing address, you can tick the "My Billing Information is same as Shipping" box, which will mean that the products and the bills will be sent to the same address.

If you choose "No", you will be able to fill in a different delivery address in the next step.
What happens after I place my order?
After you place an order you will receive an order confirmation along with all order's information, via email. You can also track your order by accessing your DesignerBathstore account.
Can I cancel an order?
Yes. To cancel an order made on the website, please email us at sales@tradeplumbing.co.uk or call us on 0844 5044499. You will be asked to provide the order's number together with the reasons of cancellation.
How do I remove products from the shopping cart?
In order to remove products, you will either:
- update the quantity to "0" and press "Update Cart"

- click on the "x" button to delete a product from the shopping cart

II. Payment

Which payment methods do you accept?
We accept the following payment methods:
- Payment by credit/debit card
- Payment by cheque
- Payment by bank transfer
- Payment by secure email link.
Which cards do you accept?
We accept the following type of cards:
- Visa
- Mastercard
- Maestro
- Solo
- Visa Electron/Delta
- JCB
- Diners Club
How can I obtain a copy of my invoice?
You can print a copy of your invoice by browsing to ordertracking.asp or going to http://www.designer-bathstore.co.uk and clicking on “My Account”, which is placed at the top of the page.

Log in using the e-mail address and password you used to place your order. You will then be able to view your “My Account” page. On this page, there are sections for Billing Address, Shipping Address, and a list of your recent orders and any support tickets you have raised with TradePlumbing sales and customer service team.

Just click on the “View Details” link next to your order number to view your invoice. There is the option to view a printer-friendly version of the invoice – click on the “Print Version” link in the top left of the screen. Now just click Print in your browser and the invoice will be sent to your printer.
How secure is your payment system?
When you make a payment using the credit card option, you will be taken to a credit card information page. This page is hosted by PayPoint.net, which is owned and managed by LloydsTSB bank in the UK.

As you complete your credit card details on their web pages, you can be sure that your information is safe. We do not keep credit card details on the system. PayPoint.net notifies us once your payment has been processed successfully and we are then able to process your order.
My card was not accepted. Why?
Reasons for a rejection can be:
- Wrong expiry date given.
- Insufficient funds or credit available.
- Card billing address you gave us doesn't match the card records.
- Transaction is above the card's limit.
- Bank computer systems not working properly.
- Foreign card requiring customer contact for mail order.
- New card not yet authorised for use.
- Incorrect CVC/CV2 Digits entered.
- You are using a card not currently accepted by us, such as American Express or Visa Electron.
Do the prices on the website include VAT?
Yes, the individual product pages on the website list the price of the product including VAT. The shipping preparation calculation is calculated on the final checkout page prior to your entering credit card details.
Which VAT rate is applied?
We have altered our system to comply with the changes to VAT from 1st January 2010. The prices you currently see on every product page include VAT at 17.5%.
Can I order over the phone?
No, we do not accept orders via phone for security reasons.

III. Delivery

When will I receive my product?
For in-stock items, it usually takes 1-2 days for one product to be shipped to England. For Scotland, Wales and Northern Ireland, it can take up to 5 days. Palleted items take 2-5 days to deliver if we have them in stock; if not in stock, they could take up to 14 working days (some products may take longer).
Do I need to pay delivery costs?
Yes, depending on the size, weight of the product and where you are based, you will have to pay for the delivery. The cost for the delivery is shown in the shopping cart. Alternatively, you can come to our headquarters based in Colchester and collect the products yourself.
How will the products be delivered?
For small, low-value items, we usually ship by Royal Mail 1st Class post. There is no tracking or signature for this service. If you don't receive your item within 4 days, please let us know by e-mail, so we can claim from Royal Mail and re-send your goods.

For larger, mid-value items, we usually ship by City Link next working day delivery (usually by 5pm). The next day service does not apply to certain areas in the 'highlands and islands' of Scotland, due to the length of journey.

If your item has been shipped by City Link, you can log into your TradePlumbing account and find the shipping reference number, which begins with "OI". Then you just need to go to the City Link website, where you can find out where your item is.
Can I choose a different delivery company?
Yes. You may complete the order using the "non-delivery" option and arrange your own shipping of the goods; however we would advise you that in the event of damage during transit, you would need to claim from your own courier, which, from our previous experience can be a lengthy process. You would then need to arrange a replacement product to be re-shipped to you at your own expense. It is for this reason that we recommend you use our shipping contract.
Can I track my order?
If you purchased a large or mid-value item, it will be delivered via City Link. You can log into your Designer Bathstore account and find the shipping reference number, which begins with "OI". Then you just need to go to the City Link website, where you can find out where your item is.

For small and low-value items, we ship via Royal Mail 1st Class post. There is no tracking or signature for this service. If you don't receive your item within 4 days, please let us know by e-mail, so we can claim from Royal Mail and re-send your goods.
Can I collect the products myself?
Yes, you can. The products can be collected from our headquarters in Colchester, The address is Clayton Horsnell LTD, Unit 6 2A Corporation Yard, Harwich Road, Colchester, Essex, CO4 3BN. You can collect your products Monday to Friday between 9:00-17:00. You can also collect the products that you ordered on Saturday but you will need to let us know by Friday, at 15:00 at the very latest the exact time that you will be coming on Saturday and you will also need to bring proof of product purchase.
Can I return a product after I receive it?
Yes, you are within your right to cancel an order placed with us, up to 7 days from the date your order is delivered. If the goods have not been shipped, then we will refund your shipping costs along with the cost of goods (less any other charges). If the goods have already been shipped (ie the shipping contract has been fulfilled, or partially fulfilled if the goods are in transit), then you will not receive a refund of your shipping charges.

Also, if you wish to return goods to us, please inform us by e-mail within 7 days of receiving your goods. If you do return goods to us, then you have a "duty of care" to ensure that they are in a saleable condition (including the boxes, guarantees, instructions and packaging) with all parts included and no components defaced. It is part of this contract that you suitably package the goods and arrange a safe return carriage to us at your own expense.

IV. Support

How can I get technical support for my purchased products?
We are happy to provide support for the products purchased. You can always drop us an email at sales@tradeplumbing.co.uk or call us at 0844 504 4499, during working hours. However, we are not Gas Safe registered plumbers, so in case you will need very specific information that is applicable to your home only, you will need to contact a Gas Safe registered plumber.

V. Security and Privacy

The order process was interrupted. What should I do?
In case you haven't received any order confirmation from by email, please contact TradePlumbing at 0844 504 4499 or at sales@tradeplumbing.co.uk.
Why do you ask for personal information?
All information included in the order form is requested in order to prepare the invoice and to be able to send you all data regarding the order and delivery.
Is my personal information safe?
Yes, the information provided will ONLY be used for making legal documents related to the transaction.
Do you accept PayPal?
At the moment we do not accept PayPal for www.designer-bathstore.co.uk. If this payment option is more convenient for you, you can visit our eBay shop.

VI. Questions about TradePlumbing

Do you have a showroom?
Yes, we do have a showroom: CC Discount, Unit 6 Corporation Yard, Harwich Road, Colchester Essex CO4 3BN. CC Discount is our Showroom and associated company.
Do you offer any coupons or vouchers?
Unfortunately, we don't generally offer discount vouchers for our internet shop because we already sell our products at the best possible prices. Check more information about our policy on voucher codes.