[email protected] - CALL US 020 3322 9157

Frequently Asked Questions - FAQ


1. What courier service do you use? 


Small items: For small items, we use GLS who will transport the packages to the United Kingdom.

Larger items: For larger items and ceramic goods, we use Emons.


2. Where do my items come 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.


Please note that you won't pay any custom fees!


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


When your order is faulty or has missing parts, you have up to 3 days to notify us. Any faults reported to us after this period, unfortunately cannot be handled by us. Please note that products must not be installed if they are visibly faulty or incomplete.

  1. First, contact our SuperService via email at [email protected] with pictures or videos showing any defaults.
  2. Our team will then determine if the goods are subject to a return or if an engineer supplied by the brand can come out to fix the issue.
  3. If the goods need to be returned, our SuperService will send you a free return label with instructions to follow.
  4. 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, a replacement will be sent out only once we have received your return.


4. How do I return an item? 

If you are not satisfied with your order, you have 14 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:

1. First, contact our SuperService team via email at [email protected]

2. Our SuperService 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 agency of your choice.

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:

1. First, try to keep hold of the pallet the item is delivered on and contact our SuperService Team via email at  [email protected].

2. Our SuperService team will send you payment details to arrange a collection of the pallet.

3. Once we have received the funds, you will receive a call from Exactlogistics confirming a collection date for your 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 [email protected] 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


Please bear in mind that we will open a warranty claim with the manufacturer, who will decide whether they accept the claim or not. In any case, we need to wait for the manufacturer's decision before taking any action.


6. Are returns free? 


The returns are possible but not free if you wish to return an item. In the case of a damaged item or you received the wrong one, then you do not have to pay the costs. 


7. How do I exchange an item? 


If you wish to exchange your order we recommend returning your item to us for a refund and placing a separate order for the new item you wish to receive.

Please note, your refund for the original item 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 part of or your entire order please email our SuperService team at [email protected] and they will process the cancellation for you. Changes to orders can also be completed by our SuperService team however this would require you to place the order for the new item separately.


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. Please also note that our transport partner cannot deliver to the Isle of Man and the Channel Islands. Shipping costs for other countries than Ireland and the UK might vary depending on the order and destination.

For international shipping inquiries, please email our SuperService team at [email protected] 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.


Please be aware that the delivery will be done to the front door or the main entrance to the apartment building.


10. Who can I contact if I have a technical question regarding a product? 


If you would like more information about our products or if you are seeking advice for replacement parts, our SuperService team is here to help. See how you can contact them under question 12. 


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 of our products. For reference, showroom locations can be found on the websites of the brands.


Should you have any question regarding our products, please contact our SuperService team who will be happy to assist you.


12. How can I speak to our SuperService? 


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

Mondays to Thursdays:

From 7.30 AM to 5 PM


From 7:30 AM to 2 PM


Via e-mail: [email protected] or via this phone number: 020 3322 9157


13. When will I receive my order? 


For items that are not in stock: we 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 items that are in stock and items that are 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, 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 within 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 whether 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 have an express shipping service? 


Unfortunately, we do not currently offer express or next day shipping meaning you should receive your order within 3-5 working days from dispatch (customs pending). Since our warehouse is located in Germany, the full 3-5 working days are needed by the courier for delivery. 


16. Do you offer discounts on large orders or to the business customers? 


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 [email protected]:


  • The order numbers of the items (this should start with isi)
  • The quantity required per item
  • The shipping address for the order


17. Can I order a product that I can't find on your website? 


If you search for a particular product from one of the suppliers that is on our website, please let us know and we will be happy to order it for you! 

To submit a product request, please send an email to [email protected]confirming the products you would like, including their manufacturer numbers. If you do not know the item's manufacturer numbers, 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 place an order for you. 


18. The item that I'd like to order announce "Available in 2-3 weeks", can I have it 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 our warehouse, so unfortunately we are not able to get them any sooner. 


Sometimes, we receive the items sooner than expected but we recommend to book a plumber only once you have received your order. 


19. How do I start a claim? 


Are you unhappy with either the product you received, or the service you’ve been offered? Then please don’t hesitate to file a complaint by sending an email to [email protected] with the subject “Complaint”. We will handle your complaint and offer a relevant solution within 14 days of receipt of your complaint (you will receive a confirmation of receipt). You also have the right to make use of the independent European Online Dispute Resolution (ODR) Platform. 


20. How do I order VAT-free as a business customer?


During registration, simply select "I am a company" and enter your VAT number (be sure to doublecheck that it's correct). After placing your order we will validate your VAT-number and reimburse you the VAT. As simple as that!