Purchasing your new bathroom can be complicated.
The things to consider range from putting together a variety of bathroom design ideas to locating the best value bathroom suites to bring your dream bathroom to life. This is why we have created a list of our most frequently asked questions to help quickly iron out any concerns or queries you might have.
Click here to contact us with your order number and/or reference to hand and our customer service team will assist you.
Click here to contact us with your order number and/or reference to hand and our customer service team will assist you.
In some cases, you can amend your order before it has been dispatched. However, in other instances you would have to create a new order and cancel the old one.
Click here to contact us with your order number and/or reference to hand and your reason(s) for cancelling and our customer service team will assist you.
Do this within 7 days of receiving your order or you may not receive a full refund. A member of our team will, in the event that the order has not been sent, cancel it and refund your payment.
Unfortunately if it’s already been dispatched, we will be unable to cancel your order, but when it arrives you can return it to us.
All you need to do is refuse delivery of the item, and the courier will return it back to us. There may be a charge incurred for the return of deliveries that are refused.
Please take a look at our delivery tracking page. It is important to check the correct product has arrived before providing a signature, when accepting delivery.
BathEmpire is not responsible for wrongly delivered items; customers may be charged if incorrect items have been accepted.
Click here to contact us with your order number and/or reference to hand and our customer service team will assist you and dispatch the correct product to you.
Click here to contact us and our customer service team will assist you. Please have to hand:
We will then endeavour to get missing units or a replacement item dispatched to you without delay.
Click here to contact us with your order number and/or reference to hand and our customer service team will assist you.
The majority of our products are always in stock. Our gigantic warehouse space sees to that!
The best way to check on stock is to look at the specific product page, as there will be a stock and delivery estimate beneath the price.
Any out of stock items are still available for pre-order.
Yes, as long as everything is in stock, it should arrive at the same time.
No, the products in stock will be dispatched as normal. Once the out of stock item arrives, it will be dispatched on a next day service.
The vast majority of our products are sourced from Chinese manufacturers. This is precisely the same process that 90% of other retailers use, but we do it slightly differently. We do not brand our units and unnecessarily raise the profile and prices of them, meaning with BathEmpire you get exactly the same high quality but at much lower prices.
We also have a continual, stringent sourcing process that evaluates other designers and suppliers so we can give you the very best. For example, some of our baths, shower pumps and electric showers are provided by big-name UK companies with years of experience in the industry.
We hold vast stocks in our large warehouse facility – in fact, we have, on average, a staggering 95% of our products in stock at any one time. The best way to check on stock is to look at the specific product page, as there will be a stock and delivery estimate beneath the price. Out of stock items are still available for pre-order. Stock totals are refreshed regularly, to keep you as up to date as possible.
At the moment, our business is a purely online one. This has its advantages, as without stores to run, our overheads are much lower; these savings are passed down to you. Should we change things and build a showroom, we will let you know immediately.
All our products can be viewed 24 hours a day online, and we have all manner of high-quality images and videos so you can see exactly what you’re getting.
As a backup, we also have a 14-day guarantee system in place, in the unlikely event of our products not meeting your expectations.
Items have different settings and specifications depending on their power and where they can be fitted in the bathroom. Therefore, we would always advise the use of a qualified electrician to install electric items in your bathroom.
For more details on installing electrical bathroom fittings, please view the following infographic.
This depends on the product and your system, and the combination of these factors, which include:
- Location of your boiler in relation to your bathroom. For instance, if the shower is located downstairs and the boiler is in the loft, your pressure will naturally be less than if they were on the same level.
- If different appliances are being used at the same time i.e. washing machine, dishwasher, etc, this would also affect your water pressure.
We specify a minimum of 1 bar at outlet for best performance on taps and 1-5 bar on showers.
However, again this is open for interpretation. For instance, if you add shower jets to your wet room you may require a greater amount of pressure to achieve optimum operation.
Shower valves have a maximum water pressure limit of no more than 5 bar.
Lastly, all our products work best on a balanced H/C pressure.
We would advise to use mild cleaning liquids for most of our bathroom products. This mean a 1% solution (such as washing up liquid) and a soft cloth.
Each product have installation booklets included. However, these may be generally about a product type e.g. close coupled toilet, rather specific for the range that you have purchased.
For instance, the Albi close coupled toilet may have a booklet for a Belfort close coupled toilet and so on.
Ceramic discs are cutting-edge washer technology, which represent easier operation, with a simple quarter-turn needed to turn them on and off. This allow you to operate the tap with ease.
Watch the following video for further details.
We use tempered safety glass on most of our shower screens, panels and cubicles, which is specially engineered to be strong and safe.
This is a regular style of toilet, where the cistern is attached to the toilet pan.
This refers to a toilet that is installed directly to the wall, as well as the cistern being fixed to the wall, which means the piping remains hidden.
Corner fitted toilets are best for saving space and are normally fitted to the corner of a small bathroom or cloakroom, as the name suggests.
This is a toilet that is attached to the wall and is lifted up off the floor. You can install these on any wall in the bathroom, with or without the support of a steel framework, depending on whether the wall is load bearing or not.
A concealed cistern usually comes with a back-to-wall or wall hung toilet and tends to contain the cistern and water chamber within the bathroom furniture or wall cavity.
This is a bathroom sink that is attached to the top of your vanity unit with concealed piping that remains beneath.
These are just two different types of waste; the one you will need depends on the type of basin you install. You will need to order a slotted basin waste if your basin has an overflow hole and un-slotted basin waste if it does not – for instance, a wash bowl.
A pedestal is the reinforcement below your bathroom sinks that keeps it upright. A full pedestal stems from the basin to the floor, whereas a semi pedestal is mounted to the wall to conceal the piping.
This is a screen that sits at the side of the bath, as a sleek and uncluttered alternative to your shower curtain. It offers protection against any spillage of water.
Most of the bath screens we supply, here at BathEmpire, are produced using tempered safety glass. This ensures user safety and stability when it comes to using your brand new bath screen.
This is the screen that is added to the shower door or enclosure at a 90 degree angle to create a complete cubicle where a side wall is not present.
The distance between pipe centres of our bath taps is 180 mm.
Yes, our mirror cabinets arrive fully assembled. To make things more convenient for you, most of our furniture arrives pre-assembled.
An adjustment gives your tradesman a chance to manipulate your shower enclosure to adapt to the space in your bathroom, if the walls are not exactly levelled. This tends to be the case in certain homes.
A bi-fold shower enclosure consists of a door that parts in the middle and slides to the side opening inwards. As one end remains in a locked position, the other runs along tracks to allow access into one end of the cubicle.
Although most boiler systems comfortably produce a pressure in excess of 1 bar, a pump would be required if you have a gravity fed system (with a water tank in the attic). This would help to increase the pressure of the water flowing into the water outlets.
This is a shower door that swings open instead of sliding or folding.
This is a shower door that slides across tracks to open up and is normally utilised within a rectangle or quadrant cubicle.
A walk in shower is a shower screen that does not have a door attached to it and allows you to walk directly through the gap/opening.
The vast majority of our major components are made from brass and sealed with heavy duty chrome. A few of our shower heads are constructed with a lightweight polymer, but still feature a chrome effect finish rendered smooth and perfect through our use of a rapid heat cycle moulding technique.
You would need these accessories for your shower tray if you wish to raise it off the floor and allow the water to flow out easily. This is particularly useful when sitting on a hard floor or if the joists prevent easy installation.
No, due to the pressure required, you would need a pumped or combination boiler for our taps and showers. Nevertheless, the pumps we supply can be fitted to your gravity feed system to allow for optimum performance.
Our exposed bar mixers are 150 mm and have offset connectors which allow the pipe centres to be adjusted between 130 mm to 170 mm.
Generally, most boilers produce a pressure in excess of 1 bar.
This is the minimum level of pressure required for most BathEmpire showers. Some of our chrome effect shower heads can function on less than this, requiring a minimum pressure of 0.5 bar.
As all our products are engineered to strict standards, and to UK standard fittings, there should be no issue connecting it to your water system.
The concealed shower valve is sold as 1-, 2- or 3-way mixer. This refers to the number of outlets through which the shower is able to deliver water.
Please refer to the Showers Kits Buying Guide for further details.
Please check through the following list of contributing factors:
If none of the reasons above are causing the problem, please consult a professional.
The first call of action advised would be to check water pressure at the inlet to mixer. Clean the filter and the cartridge to reset the thermostatic cartridge.
If that does not work, then it could be due to any of these other reasons:
If you are still unsure what the issue is, then you can try to consult a tradesman to help you find the issue.
This might have been caused because of blockage in the pipes. Remove the flow cartridge and check for any debris and clear it. Any pipework should be flushed through before installing the mixer, this makes sure the debris is cleared and is not forced into the valve creating a blockage.
EasyClean glass is a practical feature on our wet rooms and shower enclosures.
It is tempered safety glass that has been coated on one or both sides with a special treatment that, when in contact with the light, breaks down organic muck and grime. This makes it simpler to then wipe the glass clean.
All our shower enclosure include a 20mm adjustment either side, so you don’t have to use a whole tube of silicone filler to seal the gap.
A dual screw means that a twist either to the left or right will expand and contract the length of screw, and hence widen or narrow the fitting. This means the enclosure can be fixed flush to the wall and at the base, and take advantage of a whole 20mm extension at the top, all while maintaining a seamless aluminium finish.
You will not notice the difference!
The orientation of the enclosure refers to where it opens.
Simply put, on a right hand enclosure, the doors are on the right, and on a left hand enclosure the doors will be on the left. You can position the shower as you like but make sure you purchase the correct tray.
Some of our enclosures are reversible, allowing for a left or right hand opening. The individual product descriptions will confirm if this is the case.
BTU stands for ‘British Thermal Unit’, and with this figure you can ensure you do not end up either overheating a tiny room with excessive radiators or undercooking a huge room with a single, feeble unit.
For further details on how to work out your BTU, click here.
Instead of choosing a larger radiator, select a variety that has a second panel or layer. This additional row can significantly increase the amount of heat given.
In awkwardly shaped rooms, you may need to add another radiator to make up any heating shortfall.
The location of radiators has traditionally been beneath the window or along the coldest part of the wall.
In summary, heat is circulated around a room on convection currents. This means heat from the radiator warms up the cool air from the window, which circulates towards the ceiling and back down to the centre.
This is then met by warmth from the radiator and the natural heating and cooling cycle creates a current in the room. Alternatively, you can place the radiators at either side of the window or install a long radiator against a feature wall.
We do not supply a radiator in this style. However, you can consider using a series of smaller radiators to make up the total length and shape of the bay. This is also cost effective as curved radiators carry a premium on standard radiator prices.
We supply chrome covers for pipe-work to match the overall shiny look.
All BathEmpire radiators can be installed by any qualified plumber. We recommend using a Gas Safe accredited plumber, or an electrician for certain wiring tasks.
For all our radiators, simply use standard non-harsh household cleaners. Non-harsh chemicals exclude bleach or other abrasive elements.
This will depend upon your pipework. Usually, straight valves will be needed if pipework comes out of the floor and angled needed if pipe work comes out from the wall. This is not a hard and fast rule, however, and some style vary.
Each radiator has as inlet and outlet both of which require valves to control them; hence we sell valves in pairs as opposed to single units.
The radiator is filled with 90% water and 5% anti-freeze. The anti-freeze ensures functionality in cold weather, and includes corrosion inhibitors to protect the radiator’s interior. The remaining 5% of the radiator is air to allow for expansion as the unit is heated.
If the radiator is functioning as a standalone unit and not connected to the main system, then there is no need to bleed the radiator, as the internal pressure will not change.
Firstly, you would only need valves if you want the radiator to be connected to your central heating.
The type of valve needed is dependent on where the water pipes are located. If the pipes are coming vertically from the floor, they connect straight into the bottom of the radiator so you will need a straight valve.
If the water pipes are coming horizontally from the wall then you will need angled valves, which will divert the water vertically up into the radiator.
Depending on the delivery option you have selected, this is the amount of time it will take to deliver your items:
For instance, if you order on Wednesday at 1:00 pm, your items will arrive on Thursday. However, if you order on Wednesday at 3:00 pm, your items will arrive on Friday.
If you are located outside mainland Britain or in the Scottish highlands, next day delivery is not available. Your product will arrive between approximately 3-7 working days.
Please see our delivery page for further details.
Our couriers are unable to offer a time of delivery because they operate all over the country and because of the nature of goods delivered.
Therefore, you would need to be present at your home on the day your delivery is due to arrive.
Also, because large items must be signed for, it would be necessary to be available between 8:00-18:00 on the stated delivery date. This date will be arranged between you and the courier.
The courier will only call on a large item delivery if it is on a standard delivery and not express, with the express delivery they will just turn up.
We do offer delivery on a Saturday, but availability depends on your location, as we may not be able to deliver to certain areas at the weekend.
If you order on Friday, the order needs to be placed before 2pm. Also, please make sure you select the Saturday delivery option at the checkout. A Saturday delivery may cost slightly more than a weekday delivery.
This depends on how you have purchased/paid for the items and which carrier we are delivering through.
Woodall’s , our specialist ceramic and large item courier will normally book in with you and agree the delivery arrangements then.
If you pay through PayPal we can only deliver directly to your delivery address – as per PayPal’s terms and conditions.
TNT, Parcelforce, and Royal Mail will not leave your goods with your neighbour. However, they will leave a collection card and attempt to get in touch with you as soon as possible to rearrange.
Yes, there are excellent transport links to us if you prefer to collect your BathEmpire bathroom fittings from our warehouse in Nuneaton. For further information on our location, click here.
We are always happy for customers to collect their goods from us, but make sure to call us first.
However, this exempts purchases made using PayPal account due to the transaction rules of PayPal.
In the instance of your absence at the time of arrival of the courier, the company will card your address and return the item to the depot.
Unfortunately we do not ship outside of the UK and Ireland. If you do wish to order, we can deliver the items to a shipping agent chosen by you who would then arrange it to be delivered to you.
For this delivery arrangement, VAT would have to be paid. Any refunds to be processed will be done once we have documented the confirmation of delivery, that the item has been shipped abroad.
The delivery charges will always be clearly displayed before you pay at the checkout. For further information about all types of delivery, go to our delivery page.
No, because in order to use the next day delivery option, the order needs to be placed before 2:00pm on Friday for delivery on Monday.
Any orders placed between this time and before 2:00pm Monday, will be delivered on Tuesday, due to courier scheduling.
Our items are classified by small and large delivery. Small items are sent by Parcelforce, while large items are delivered by TNT or Woodall’s. These companies may change in the future depending on the level of service provided, as we constantly scrutinise our delivery partners to ensure the best service for you.
The courier drivers do not carry company phones and are unable to call you prior to delivery. Therefore, it is imperative that you are at home on the day of delivery.
All large items come on a “kerb-side delivery” basis and must be checked and placed in a secure area by the customer. Please be careful when moving large items.
If you miss this delivery, the driver will leave a card informing you that either:
After this, you will need to rearrange a mutually convenient time for re-delivery.
Orders placed by PayPal must go to the same address as the billing address as per PayPal policy.
Orders placed by debit card either online or by the phone may be delivered to a third party address.
In order to provide our customers with the best, secured delivery possible, orders placed by credit cards on the phone are advised that they can only send them to the billing address.
Please take a look at our delivery tracking page.
Ordering from outside the UK is not a problem. Of course, delivery times and costs might be greater, due to the distances involved. Please see our detailed delivery page for more information.
As long as the items are in the condition you received them and in the original packaging, please notify us of your intention to return them within seven working days.
You do have 14 days to return the item to us if it does not meet your requirements for a full refund. This refund might well exclude any delivery cost detailed.
Click here to contact us with your order number and/or reference to hand and our customer service team will assist you in attaining a refund or replacement.
Please note that we can only offer a full refund on unused items. If upon return, the damaged products have been modified or have undergone any attempted installation, you may be liable for any costs of returning or redelivering the product that is not in the condition previously stated.
If it is a genuine mistake, please click here to contact us and our customer service team will assist you. Please have to hand your order number and/or reference, pictures of the faulty item and details of what you ordered.
Please do this within seven days of receiving your order or you may not be eligible to receive a full refund. We will then send you clear instructions on how to return your item along with a completed returns form that you will need to sign.
Every BathEmpire product, with minor exceptions, comes with a free 10-year warranty that covers any manufacturing faults. Click here for more information on the BathEmpire 10-year warranty and those excepted products.
This is because any unwanted products must be sent to us at your own expense and using a tracked, reputable and insured courier. Once we safely receive the items, we can refund you with the original cost of the item and the delivery cost you initially paid.
We aim to have refunds processed and have the amount in your account within 7-10 working days of receiving the returned item. For your refund claim to be successful the returned items should be in their original packing and unused.
You have seven working days from the date of purchase to let us know about the return in writing (via post or email). After this, you have another 14 days to send the item back to us via a tracked, recorded and insured delivery method.
Due to the process of exchange, your item will not be exchanged by the same courier.
Please note that an insured courier must deliver any items being returned for an exchange.
Should you forget or misplace your password, we can offer you access to your online account here. Simply enter the email address you signed up with and your new password will be forwarded to you.
Thankfully, our site runs smoothly the vast majority of the time. However, should you spot any gremlins that pop up, please contact us with details of the issue – including any links to the page(s) affected if possible.
Please visit our Advice Centre, which we continually update with a wealth of information.
If you can’t find what you’re looking for, click here to contact us and our customer service team will guide your query to our in-house technical experts.
Information you give us
Automatic information
E-mail communications
Information from other sources
Information about our customers is an important part of our company, and we are not in the business of selling it to others. We share customer information only with the subsidiaries BathEmpire.com controls and as described below.
Affiliated businesses we do not control
We work closely with our affiliated businesses. In some cases, these businesses operate stores at BathEmpire.com or sell offerings to you at BathEmpire.com. In other cases, we operate stores, provide services, or sell product lines jointly with these businesses. You can tell when another business is involved in your transactions, and we share customer information related to those transactions with that business.
Agents
We employ other companies and individuals to perform functions on our behalf. Examples include fulfilling orders, delivering packages, sending postal mail and email, removing repetitive information from customer lists, analysing data, providing marketing assistance, processing credit card payments, and providing customer service. They have access to personal information needed to perform their functions, but may not use it for other purposes.
Promotional offers
Sometimes we send offers to selected groups of BathEmpire.com customers on behalf of other businesses. When we do this, we do not give that business your name and address. If you do not want to receive such offers, please adjust your account newsletter preference as that is how we will send out our promotions.
Business transfers
As we continue to develop our business, we might sell or buy stores or assets. In such transactions, customer information generally is one of the transferred business assets. Also, in the unlikely event that BathEmpire.com, or substantially all of its assets are acquired, customer information will of course be one of the transferred assets.
Protection of BathEmpire.com and others
We release account and other personal information when we believe release is appropriate to comply with law; enforce or apply our Conditions of Use and other agreements; or protect the rights, property, or safety of BathEmpire.com, our users, or others. This includes exchanging information with other companies and organisations for fraud protection and credit risk reduction.
With your consent
Other than as set out above, you will receive notice when information about you might go to third parties, and you will have an opportunity to choose not to share the information.
BathEmpire.com protects your privacy and information by using Secure Sockets Layer (SSL) software, which encrypts information you input. Credit card numbers are removed from our server immediately after the transaction has been made.
It is important for you to protect against unauthorised access to your password and to your computer. Be sure to sign off when you finish using a shared computer.
As discussed above, you can always choose not to provide information, even though it might be needed to make a purchase or to take advantage of such BathEmpire.com features as Automatic Login and permanent shopping carts.
You can add or update certain information on pages such as those listed in the “My Account” pages. When you update information, we usually keep a copy of the prior version for our records.
If you do not want to receive email or other mail from us, please adjust your account settings to reflect this in the newsletter menu.
We love them! With milk, preferably…
Oh, you mean those cookies.
Cookies - if you don’t know - are alphanumeric identifiers that we transfer to your computer’s hard drive through your web browser to enable our systems to recognise your browser and to provide features such as automatic login and permanent shopping carts for storage of items in your Shopping Cart between visits.
The “help” portion of the toolbar on most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether. However, cookies allow you to take full advantage of some of BathEmpire.com’s coolest features, and we recommend that you leave them turned on.
Conditions of use, notices, and revisions
If you choose to visit BathEmpire.com, your visit and any dispute over privacy is subject to this Notice and our Conditions of Use, including limitations on damages, arbitration of disputes, and application of the law of the United Kingdom. If you have any concern about privacy at BathEmpire.com, please send us a thorough description to sales@bathempire.com, and we will try to resolve it. Our business changes constantly. This Notice and the Conditions of Use will change also, and use of information that we gather now is subject to the Privacy Notice in effect at the time of use. We may email periodic reminders of our notices and conditions, unless you have instructed us not to, but you should check our website frequently to keep apprised of recent changes.
Information you give us
You provide most such information when you search, buy, bid, post, participate in a contest or questionnaire, or communicate with customer service. For example, you provide information when you search for a product; make an order; provide information in Your Account (and you might have more than one if you have used more than one email address when shopping with us); communicate with us by phone, email, or otherwise; complete a questionnaire or a contest entry form; by providing employer, school, or other such information; participate in Discussion Boards; provide and rate Reviews. As a result of those actions, you might supply us with such information as your name, address, and phone number; people to whom purchases have been shipped, including address and phone number; other people; content of reviews and emails to us; and financial information, including social security and driver’s licence numbers.
Automatic information
Examples of the information we collect and analyse include the Internet Protocol (IP) address used to connect your computer to the Internet; login; email address; password; computer and connection information such as browser type and version, operating system, and platform; purchase history; the full Uniform Resource Locators (URL) clickstream to, through, and from our website, including date and time; cookie number; and products you viewed or searched for.
You can register your warranty quickly and simply by logging into your account here. If you’re still having difficulty then get in touch with our customer services team for further assistance
There are some products that are excluded from our ten year warranty. They are:
These items are covered by a one year warranty.
Click here for further details.
Yes, you can place your order over the phone.
Our customer service representatives are available from Monday to Friday between 9.30 am and 5.50 pm (excluding Bank Holidays).
For more details on our opening hours and to get in touch with the details of the product you wish to order click here.
You may still order via the website at any hour of the day or night.
There are a few different payment methods we accept. Please click here to find out more.
Yes.
PayPal is a ‘digital wallet’ in which you securely store your payment details. Simply click on the PayPal option when checking out to log in to your account and utilise their payment platform.
We accept most major debit and credit cards, apart from American Express. All credit card orders will be delivered to the billing address only. Please do not send us your debit or credit card details via email as this form of electronic communication is not secure.
You could arrange a BACS money transfer from your bank. Please contact us to arrange this payment method and once the money clears into our account, we will dispatch the items to you.
Orders up to £250 could be paid for by a Postal Order which can be obtained from the Post Office. Please be aware that if you use this method, any change will not be refunded.
We do accept cash, mainly in a cash on collection basis. Please contact us if you wish to know more.
We do accept cheques made out to Luxury For Less Limited.
Please note order will be dispatched on confirmation of the cheque clearing the bank.
Yes, BathEmpire takes online security very seriously, which is why we use only the most trusted payment providers.
These include:
SagePay is an online payment system that verifies your card details. The multi-million pound software is exceptionally well protected. All transaction information that passes through Sage Pay’s system is encrypted using 128-bit SSL (secure socket layer) certificates.
No cardholder information is ever passed unencrypted, so you can rest assured that important information can never be accessed.
PayPal is another way to pay for your online order. Your payment is recorded on your PayPal account and requested by BathEmpire. This means your details are never shared across the Internet.
In addition, all communication to and from the PayPal is encrypted during transfer. PayPal’s electronic servers are heavily guarded, both physically and electronically.
Before being able to display this logo, BathEmpire has had to satisfy the demands of the IMRG (Interactive Media in Retail Group) accreditation process. This involves proving that we conduct business in a way that is legal, decent, honest, truthful and fair.
We have also had our website and service monitored by the IMRG. For more details on what this means please visit the ISIS website.
In addition to being an ISIS accredited retailer, we have also proved to the IMRG (Interactive Media in Retail Group) that we provide clear delivery information before you place your order along with a reliable delivery service.
For more details please visit the IDIS website.
Still Not Found What You’re Looking For?
If you have a query that is not explained away by our FAQs, simply fill in the following form and we will respond to your question as soon as possible.
