How can I pay?

You can use any of the payment types listed below to pay for your order. Your details are safe with us as we take security very seriously indeed. Our website is fully PCI compliant and has passed all the rigorous tests set by the PCI Security Council.

card payment logos

We also take fraud very seriously so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer. 

How do I use my discount/promo code?

Your discount/promo code has to be entered in the box which states ‘Promo codes or Vouchers’ within the basket area.

Once you have entered the code, click on ‘Update’.

You must enter the discount/promo code when you are checking out as it can’t be applied later. 

There are some rules around discount/promos: 

  • Only one discount/promo code can be used per order
  • As our discount/promo codes vary so do the terms and conditions of each, so make sure you check when you receive any discount/promo code

If I am disabled, how can I claim VAT exemption?

If you are disabled, and eligible for a zero rate of VAT, then you can claim VAT exemption on your order by emailing enquiries@splashdirect.com.

In line with HM Revenue & Customs, VAT exemption can only be applied if we receive the following information:

  • A VAT exemption certificate for disability.
  • An invoice, or letter, from a builder/plumber who is fitting the bathroom, stating that the work is being carried out by a professional (please note letters from family members will not be accepted).

What does it mean when a product is available as a pre order?

A pre-order is a product that we have a confirmed delivery date for but have not yet received in. Payment will be taken when the order is placed and the goods will be dispatched to you as soon as they arrive into our warehouse. If you have a mix of in stock and pre order products in your basket, the in stock products will be despatched as normal any pre order products will be despatched separately on the specified dates.

We only put Items on as pre order when the Manufacture confirms a delivery date.  Unfortunately sometimes dates do change due to circumstances beyond our control, we will inform you if the date changes beyond a reasonable timescale

How long does will it take to deliver my purchase?

Standard Delivery - we aim to despatch within 4 to 6 working days, most deliveries are 2-3 days however pallet deliveries are despatched on a book in service. Where a delay is expected the customer will be emailed to inform of the delay. 

Please visit our delivery information page for more info. 

How will my order be delivered?

The delivery service your order is despatched by depends on the items you have ordered. Please see our delivery information page for more details. 

Will my order need to be signed for?

The majority of our deliveries do require a signature (excluding Royal Mail tracked post) however items can be left with neighbours and where a safe place is available the order can be left at the drivers discretion with your specific instructions.

Will the delivery driver carry the consignment into the property for me?

We do endeavour to assist all our customers in any way we can however it is the delivery drivers discretion as to whether they can assist in carrying the consignment into your property.

What is our returns policy? 

At Splashdirect we will provide a full refund if you return the purchased item within 30 days. See our full returns policy for more information.

I haven't received a confirmation email, has my order been processed?

Please contact us at enquiries@splashdirect.com and we can check and confirm that your order has been placed.

Can I choose a different delivery address to the billing address?

Yes, this is confirmed at the checkout stage of the site.

How can I change/cancel my order once I've placed it?

Depending on what stage your order is at will determine whether it can be changed or cancelled. Please contact our customer service team at enquiries@splashdirect.com who will be able to assist you further.

An item is missing from my order?

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. 

If an item is missing, please contact our Customer Care team with the order number and the missing item's name and sku code. We will resolve the issue for you as quickly as we can.

I have received a faulty item?

We want to sort out any issues with faulty items straightaway.

As soon as you discover a fault, please contact our Customer Care team with the order number, the faulty item's name and number, and a description of the fault.

We’ll get back to you within 4 hours and send you a replacement item as quickly as we can.

Is my purchase secure?

We have always set out to be the kind of company that we would want to deal with if we were making an online purchase. We take security and customer service very seriously indeed and appreciate the trust placed in us by all of our customers when giving us their card details.

We have implemented a number of measures to ensure our site and your details are as secure as possible. When you send us your personal information, the link between your PC and our server is encrypted using Industry standard methods - usually referred to as SSL (128 bit encryption).

Once your information reaches our server, the card details are further encrypted before being stored on our secure server behind its firewall.  Our computers use your card details to take payment automatically. Our employees have no access to any sensitive customer information.

Can items be collected from your warehouse?

No, our warehouse is not accessible to the general public.