Help - FAQ - Customer Services
General FAQ & Customer Services section based on your shopping experience, delivery, cancellation, refunds, and after-sales support in general.
Help - FAQ - Customer Services - Shopping experience related questions.
- What is your return policy?
- How about delivery?
- What if I am not home to accept the delivery?
- Can I have my work place as a delivery address?
- I am local, can I come and collect from your store?
- What is your opening hours?
- How can I pay for my order?
- How secure are my details?
- What is your privacy policy?
- My order status is "Pending". what is this means?
- I have just seen your "Payment Error" page. What do these codes mean?
- Do you have trade discounts?
- Do you ship to EU, USA, Northern Ireland, Channel Islands...?
- I am based in Channel Island. Do I need to pay VAT?
- What is your guarantee policy?
Q1- What is your return policy?
If you change your mind about a purchase, you can return it at any time within 30 days for a replacement of equivalent value or a credit against any item of higher value, or full refund provided that the item has never been used and returned in prime condition in its original package. Please note that some products are exempt from this policy and some conditions apply. You should also check our "30 Days Money Guarantee" page and our terms and conditions of sale/use of site. << Back to Top
Q2- How about delivery?
Which courier to be used for individual orders depends on the size and weight of your order and the delivery address? We use BusinessPost/Fedex and UPS' Next Day Delivery Service for the majority of our deliveries. Therefore all orders placed and paid by 13:00pm on Monday to Thursday we are able to dispatch it the same day for the customer to receive it in the next 24/48 hrs. Orders placed on Friday by 13:00PM are processed and shipped the same day to be delivered on the following Monday or Tuesday. However please note that couriers may and do experience unforeseen delays from time to time over which we have no control. Once your your is dispatched, you will receive an automatic email from our store to let you know which courier was used and the tracking number for the item(s). Please also visit our "Delivery Information" page more options. << Back to Top
Q3- What if I am not home to accept the delivery?
In most cases driver will either try your neighbours or leave a card by your door and take the parcel back to your local sorting depot. You may then need to call them direct to arrange an alternative delivery date. Please note that once dispatched, it is not possible re-route and change the delivery address. << Back to Top
Q4- Can I have my work place as a delivery address?
Yes it is possible to specify an alternative delivery address to your home or billing address. As you check out on our web store, an alternative delivery address field and even an empty comments field will be available for you to complete if you wish to do so. << Back to Top
Q5- I am local, can I come and collect from your store?
Yes it is possible to come and collect from our office/warehouse in Surrey. Please do call us and let us know which day and what time you would be coming round to collect. In all cases the actual purchase must be completed via web store. << Back to Top
Q6- What is your opening hours?
Our opening hours are; Mon to Fri from 09:00AM to 18:00PM << Back to Top
Q7- How can I pay for my order?
You can pay with a credit/debit card or by cheque. If you pay by cheque, we will only ship your item(s) once the cheque clears. << Back to Top
Q8- How secure are my details?
In some areas of this web site we may ask you to send us data that needs to be kept securely such as your name, address and credit card details.
The pages that ask for this kind of sensitive data should come to you through our secure server, and they will have our COMODO secure server logo (bottom of the page on the left). You can check you are viewing the page through our secure server by looking in your browser's address bar.
1) The address should start https://secure.onlinebathroomcentre.com.
2) If you are using Netscape or Internet Explorer, these browsers show a padlock icon in their status bar.
Your data is then encrypted by our secure server using a 128-bit key encryption. << Back to Top
Q9- What is your privacy policy?
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).
We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.
We will not e-mail you in the future unless you have given us your consent.
We will give you the chance to refuse any marketing email from us or from another trader in the future.
The type of information we will collect about you includes;
- Your Name
- Address
- Phone Number
- Email Address
Our web store uses a Payment Gateway to process payment and we DO NOT hold your credit card details.
We will never collect sensitive information about you without your explicit consent.
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
Our web store uses a technology to track the patterns of behaviour of visitors to our site. It also uses a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. << Back to Top
Q10- My order status is "Pending". what is this means?
Please find following order status types and their meanings.
Pending: An other
has been placed and saved on our store and we are awaiting payment confirmation from our payment gateway.
Paid: A payment confirmation has been received from our payment gateway and your order is ready to be processed. Any item(s) which is in stock will be dispatched ASAP.
Shipped: Your order has been processed and all items have been dispatched
Complete: After checking with courier company, we have verified that all items have been delivered and your order is completed.
Please note that you will receive emails each time your order status changes. If your order status is changed to "Shipped" you will also receive tracking information. << Back to Top
Q11- I have just seen your "Payment Error" page. What do these codes mean?
Please find following error codes and their meanings.
AVS/CV2 Declined : Security number at the back of the card is not matching or you have entered an incorrect billing address and post code.
VPDUPLICATE TRANSACTION : You have already made the payment and clicked Submit again or refreshed payment confirmation page. Our system will not allow duplicate payments for the same amount from the same card for 180 seconds.
CARD DECLINED : This error is coming direct from issuing bank. Your card has been declined.
CARD EXPIRED : You have entered an incorrect expiry date.
CARD DETAILS TOO SHORT : You have not entered card number in full.
CARD NUMBER TOO LONG : You have entered an incorrect card number with extra digits.
CARD TYPE NOT SUPPORTED : You have tried to use a credit/debit card which we do not accept.
INVALID CARD NUMBER : You have entered an invalid card number.
ISSUE NUMBER TOO LONG : You are using a Visa, Mastercard, Delta or other type of card which do not have an issue number and yet you have entered an issue number on the filed. If your card does not have an issue number, please leave issue number filed blank. << Back to Top
Q12- Do you have trade discounts?
If you wish to purchase 5 or more products, special wholesaler or trade discounts may be arranged. Please contact us to find out your discount rate which will depend on the products. Please note that we reserve the right to refuse a discount with or without explanation. << Back to Top
Q13- Do you ship to EU, USA, Northern Ireland, Channel Islands?
Yes we do ship to EU, USA, Northern Ireland and Channel Island. However by default these locations are not enabled on our web store. You can email us with your location and we will modify our web store for you to complete your purchase from anywhere in the world. Please note that delivery fees will apply to all locations other than Mainland UK and Northern Ireland and some bulky items such as bathroom suites is only available to mainland UK and Northern Ireland. << Back to Top
Q14- I am based in Channel Island. Do I need to pay VAT?
There is no VAT for Channel Island. Once you select Channel Island as your billing and delivery address, Our system will note this and all items purchased will be 0 (zero) VAT rated. << Back to Top
Q15- What is your Guarantee policy?
Most of our products have 5 years manufacturer's guarantee unless otherwise stated. << Back to Top
