EXPERT ADVICE & DEDICATED CUSTOMER SERVICE SUPPORT
YOU HAVE A QUESTION? CALL US ON: 020 3322 9157
FREE SHIPPING ON MOST ORDERS & FREE RETURNS

Frequently Asked Questions

Frequently asked questions for SuperBath.co.uk. If you cannot find your question here then please do not hesitate to contact us!

SuperBath.co.uk - Find your question below

1. What courier service do you use?

Small items: For small items, we use DHL who will transport the packages to the United Kingdom. Once they have arrived, the packages will then be passed to Parcel Force and The Royal Mail for delivery to your door.

Larger items: For large items and ceramic goods, we use Exact Logistics which offers a palletised service. In addition, both couriers will call you before delivery is made in order to arrange a delivery time.

2. Where are my items coming from?

All of our products come directly from the manufacturers in Germany. As we primarily stock German brands, our warehouse is based in Germany so we can offer our customers the most competitive prices.

All of our products are brand new and authentic and they meet both UK and German standards.

3. My order is faulty/ has missing parts. What should I do?

If your order is faulty or has parts missing, you have up to 3 days to notify us for free of charge rectification. Any faults reported to us after this period will be rectified at the customer's expense.

 

  1. First, contact our customer service via email at service@superbath.co.uk with pictures or videos showing any defaults.
  2. Our team will then determine if the goods are subject to a return.
  3. If the goods can be returned, our customer service will send you a free return label with instructions to follow.
  4. You can then drop the parcel off at the post office of your choice at no additional cost.
  5. As soon as we receive your return, our team will inform you of the replacement procedure for your specific case.

 

If you are only missing a spare part, our team will determine if the whole product will be replaced or if a spare part will be dispatched to you instead.

 

 

Please note, only once we have received your return will a replacement be sent out.

4. How do I return an item?

If you are not satisfied with your order, you have 15 days from the date the last item on your order is delivered to notify us of your wish to return the item(s).

 

To return your item, please follow the below instructions:

 

Small items (Free Returns):

1. First, contact our customer service team via email at service@superbath.co.uk

2. Our customer service team will then send you a return label via email along with instructions for your return.

3. You can then drop off your parcel at the post office of your choice. If you return the items of your order by using the return label provided to you by us, you will not have to pay additional shipping costs.

4. As soon as we have received the goods, our team will inspect the items and approve their return if they are returned in excellent condition.

 

 

 

Large & ceramic items (Collection Fee of £49):

1. First, contact our customer service team via email at service@superbath.co.uk.

2. Our customer service team will send you payment details to arrange a collection.

3. Once we have received the funds, you will receive a call from DHL confirming a collection date and time by pallet.

4. As soon as we have received the goods, our team will inspect the items and approve their return if they are returned in excellent condition.

 

 

For more information, please visit our Returns Policy Page.

 

5. How do I make a warranty claim?

All our products come with a 2-year warranty, therefore should you experience any faults with your order within those 2 years, please contact us regarding a warranty claim.

To place a warranty claim, please send an email to service@superbath.co.uk with the following information:

 

  • Name
  • Order number
  • Date of installation
  • Length of time the problem has occurred
  • Written description of the fault
  • Pictures/ Videos of the fault

 

We kindly ask you to note, that should you choose to claim your item under warranty and the manufacturer denies your warranty request, we will charge you for the returns label we sent and additionally the shipment back to you. Furthermore, should your warranty not be accepted, you will incur a processing fee of £60.

 

 

6. Are returns free?

For small items, we are pleased to offer a free return service. Simply contact our customer service team who will send you a returns label that you can print and stick on to your parcel. With that, you can return your order via any post office of your choice.

 

 

For larger items such as vanity units or ceramics, we do charge a collection fee of £49. To return a large item, please contact our customer service team who will arrange a collection with the courier.

7. How do I exchange an item?

Unfortunately, we do not offer exchanges, therefore we recommend returning your item to us for a refund and placing a separate order for the new item that you wish to receive.

 

Please note, your refund will only be processed once your returned item has been received and has been approved by our returns centre.

 

For more information, please visit our Returns Policy Page.

8. How do I cancel my order?

If you would like to cancel your whole order, part of your order or to change items then please email our customer service team at service@superbath.co.uk and they will process the cancellation for you.

9. Do you ship internationally?

We are pleased to offer international shipment for most items, however we do not ship ceramic or large items internationally. All orders will be shipped with DHL and then passed to the local courier of the destination country and you will be given a tracking code and a delivery time frame.

 

 

For international shipping inquiries, please email our customer service team at service@superbath.co.uk with the items that you would like to order, their quantity and the shipping address. With that, a shipping price will be calculated and sent to you.

10. I have a technical question, who do I contact?

If you would like more information about our products or if you are seeking advice for replacement parts, our customer service team is here to help.

 

 

Please do not hesitate to contact us with any questions that you may have as our customer service team are trained to answer even the most technical of questions. In order to contact our customer service team, please refer to the information below:

 

Mondays to Fridays:

Between 8am and 12pm

Between 1pm and 5pm

Via e-mail: service@superbath.co.uk

 

Via telephone:  020 3322 9157

11. Do you have a showroom?

As SuperBath is an online retailer, we do not have a showroom or a physical store. However, this online only presence allows us to keep costs down so we can provide the best prices to our customers.

 

If you would like to see our products in person, we advise that you visit the showrooms of the brands that you are interested in as this will allow you to get a better feel for our products. For reference, showroom locations can be found on the brand’s own website.

 

Should you have any questions regarding our products, please contact our customer service team who will be happy to assist you.

12. How can I speak to a member of customer service?

If you would like to speak to a member of our customer service team they can be reached by telephone and email during the following hours:

 

Mondays to Fridays:

Between 8am and 12pm

Between 1pm and 5pm

Via e-mail: service@superbath.co.uk

Via telephone:  020 3322 9157

13. When will I receive my order?

For items that are not in stock: we do estimate 2 - 3 weeks for delivery. This includes 2 weeks for the item to be manufactured and then 1 week for delivery to you.

 

Please note, if your order contains a mixture of items that are in stock and not in stock, your entire order will be sent out once we have received all items from the manufacturer. If you would like to split the delivery of your order, this can be arranged at a cost.

 

For items that are in stock: your order will be dispatched from our warehouse within 48 hours from ordering and then delivered by the following time frames:

 

Small items: As long as items are in stock, you should expect to receive your items within 3 - 5 working days after dispatch. Please call 020 3322 9157, and we will assist you in tracking the item.

 

Large items: Larger items are sent via a palletised courier and will be delivered within 5 working days from dispatch. Please note that you will be contacted by the courier to arrange a delivery date and time for the delivery of the pallet.

 

 

See also our Delivery page.

14. How do I know if an item is in stock?

For items that are in stock, our website will state " in stock" next to the product photograph.

 

For items that are not in stock, the description will state “Available in 2-3 weeks” as it means the item has to be produced by the manufacturer upon request.

 

If you would like to know the quantity of stock available for a particular product, please contact us for further information.

15. Do you offer express shipping?

Unfortunately, we do not currently offer express or next day shipping meaning you should receive your order within 3-5 working days from dispatch.

 

16. Do you offer discount for professionals or large orders?

SuperBath is pleased to accept price requests from customers regardless of whether you are a professional or a private customer.

 

To receive a quotation, please send the following information to service@superbath.co.uk:

 

 

  • The manufacturing codes of the items
  • The quantity required per item
  • The shipping address for the order
17. Can you supply products that are not on your website?

If you are seeking a particular product that you cannot find on our website please let us know and we will be happy to add it online for you!

 

To submit a product request, please send an email to service@superbath.co.uk confirming the products you would like, including their manufacturing codes. If you do not know the item's manufacturing code, please send us a description of the item or a link to the product from another website.

 

Once we have received your request we will check availability of the product with our supplier and send you the price. If you are happy with the price, we will then add the product to our website for purchasing.

18. The item I want says "Available in 2-3 weeks", can it be delivered sooner?

Unfortunately items that are on a 2-3 week lead time are not currently in stock and must be manufactured. Therefore, we estimate 2 weeks for production and then 3-5 working days for delivery to you, so unfortunately we are not able to supply them any sooner. 

Sometimes orders are delivered to us by the manufacturer under two weeks but we recommend that plumbers are booked only once you have received your order.