Frequently Asked Questions
Ordering & Products
Can I order samples?
Due to the size and nature of our products, samples aren’t available. Each item includes detailed descriptions, dimensions, and high-quality images to help you choose confidently.
Are all items in stock?
Yes — almost all items are in stock. Stock levels are updated daily to ensure accuracy, and you’ll be notified during checkout if anything is unavailable.
Do you offer trade discounts?
Yes, we offer trade pricing for verified professionals. Visit our Trade page for more details.
Can I see the products in a showroom?
We’re an online-only retailer, which helps us keep prices low. Each product page includes full details, specifications, and images — and where possible, videos too.
Are fittings and fixings included?
Yes, fittings and fixings are included where applicable. You’ll find details in the product description for each item.
What guarantee do products have?
Guarantees vary by manufacturer and are shown on each product page — from 12 months to lifetime coverage depending on the item.
Delivery & Returns
Can I choose my delivery date?
Yes — once your order is confirmed, you’ll receive a text message from our delivery partner with a link to book your preferred delivery date and time slot.
What if I miss my delivery?
If no one is available when delivery is attempted, a redelivery charge may apply. You’ll be contacted via the mobile number on your order to rebook.
Do you deliver upstairs or to a room of choice?
Deliveries are kerbside only. Drivers will place your order as close to your property as reasonably possible, but they are not able to take items inside or upstairs. For heavier goods, please ensure someone is available to assist with unloading.
How do I return an item?
Returns are simple to arrange. Please visit our Returns & Refunds Policy for full details on how to request a collection or exchange.
Payments & Support
What payment methods do you accept?
We accept secure payments by debit or credit card through secure payments, as well as Apple Pay and BACS transfer.
Are my payments secure?
Yes — all payments are processed safely through Shopify’s encrypted checkout system. Your payment information is never stored or shared with us directly.
How do I contact AquaZen Bathrooms?
You can email us at hello@aquazenbathrooms.co.uk or message us through the chat feature on our website. We aim to reply within 24 hours.