FaQs. Company

Who are we?

We are an e-commerce website supplying the highest quality products in bathroomware and sanitaryware. We aim to provide a world class service whilst keeping our prices as low as possible.

Do you offer design services?

At the moment we don’t offer any design services.  We’ll be happy to share our product knowledge and expertise with you… just contact us and we’ll go from there.

Where are we located?

We’re located in Tswane, South Africa.  All our products are shipped from our warehouse and delivered directly to your door.  We ship nationwide to all metropolitan cities, including: Johannesburg, Cape Town, Durban, Port Elizabeth, George, Bloemfontein, Umhlanga, Nelspruit, and many other smaller towns and cities.

Are you hiring?

We’re always looking to hire the most talented and driven individuals.  We’re a team of passionate people that like to work hard and play even harder. To learn more about current opportunities at The Bathroom Store, please visit our Careers Page.

How can I get in touch?

Our preffered method of contact is via email. You can however still gives a ring, and we’ll be glad to assist you.  Please don’t hesitate to say Hi, email us at hello@thebathroomstore.co.za

FaQs. General Information

What methods of payment do you accept?

  • We accept all major credit cards including: Visa, Mastercard.
  • We accept payments via direct debit or EFT.

Please note, we can only accept one form of payment per order, with the exception of Gift Cards. We only accept Gift Cards issued by The Bathroom Store.

Do you charge VAT?

Vat of 15% will apply to all orders. All prices shown include VAT.

What’s the status of my order?

To track your order, please set up an account at checkout. This allows you to log in and receive the most up to date information about your order.  Alternatively, you can call us and we’ll be happy to provide you with your order’s status.

What if I need to modify the contents of my order?

If you would like to add items to your existing order, please place an additional order. We do not store your credit card information and cannot process changes made after the order is placed.

If you would like to remove items from your order, contact us within 60 minutes of placing your order. Item removal is not guaranteed and can only be done during our business hours Monday – Friday, 9:00am – 16:30pm.

How do I cancel my order?

Contact us within 60 minutes of placing your order to process a cancellation. Cancellations are not guaranteed and can only be made during business hours Monday-Friday, 9:00am – 16:30pm.

If you are unable to process a cancellation in time, you can initiate a return once you receive your order.

Where does The Bathroom Store ship?

We ship throughout South Africa, to all major centres. We also ship internationally, on a case-by-case basis. (Please contact us should you wish to enquire about international shipping)

How much does shipping cost?

Shipping costs are based on weight and distance. We have secured the services of various shipping companies to keep costs down to a minimum. The shipping cost will be displayed in your shopping cart at checkout.

When will I get my order?

It generally takes 3 -7 business days for you to receive your order. Orders are packed & shipped within 1-2 business days from date of payment. (provided items are in stock)  In the unlikely event that we can’t complete your order expeditiously, we will let you know, and provide with alternative options.

Can I expedite my order?

We will try our best to expedite your order.  Please put a note for us when completing your order.  The best solution is to contact us before placing your order so we can confirm availability.  We won’t promise a delivery date, as it’s out of our control once it’s with our courier but we’ll make every effort to ensure we get your stock delivered on time.

What if I’m not there to receive my order?

Our courrier will contact you prior to delivery to confirm the time and your availability. Please make every effort to have someone available to sign for the products.  Re-deliveries will be done only once after the first failed delivery attempt. If we’re unable to deliver, products will be sent back to us.  We’ll credit the order, less the shipping, and reserve the right to charge a 10% handling fee.

What if I need to change my delivery address?

Contact us within 60 minutes (or before 10:00 am the following morning if your order is placed after working hours) of placing your order, and we will be able to assist in changing your shipping address.

What is your return policy?

We do our best to make sure your order is perfect!  We understand that things change and you may want to return something.  Please review our policies in regards to the following:

Handling Fee

A handling fee of 10% will be deducted from all refunds.

Shipping

Shipping charges are non-refundable and return shipping costs are to be paid by the sender.  In the event that we’ve made a mistake, or an item has arrived damaged, we’ll arrange and pay for the return shipping costs.

Shipping insurance is recommended in case of loss or damage of items while in transit. Unfortunately, we can’t honour returns if we don’t receive the item(s) or if they have been damaged by the courier company in transit to us.

Non-Refundable

We do not offer refunds on any of the following products:

  • All toilet seats
  • All free-standing baths

All sale and promotional items are non-refundalbe unless marked otherwise on the product page.

Refunds

Refunds will be issued after we have received and inspected the returned item(s). Refunds will be made in accordance with the original payment method. Please allow 1-2 business days for refunds to reflect after we’ve received your item(s).

Please note:  Return shipping can be costly on large items like baths. Please ensure your items’ style and size will be suitable for your installation before ordering.

How can I return my order?

Login to your account, and click on your order.

How can I exchange my order?

Exchanges are not offered. We recommend returning your item(s) and placing a new order once your refund is processed to avoid multiple charges on your card.

Who should I contact for a warranty claim?

Where applicable the manufacturers warranty will be passed on to the customer .  We will try and assist you wherever we can in getting the manufacturer to honour your warranty claim.

I’m an Interior Designer, can I get a rebate by bringing my clients to your website?

At the moment we don’t offer any rebates to our trade clientele. We would rather offer the lowest possible prices than mark them up to provide rebates.  We know this is industry standard, but we’re far from standard…

Do you provide installation?

We do not provide any installation of our products. We couldn’t think of anything worse than installing your toilet, or changing “that” seat.

Can I come visit your Showroom?

Our goal is to provide you with quality products at the best price.  To achieve this goal, we don’t make use of expensive showrooms.  We have an industrial warehouse facility in Johannesburg, and the last time we allowed a customer access, we found our fork lift jerry rigged for a mini bungee jump attempt into a freestanding bathtub.  Our insurance brokers have since declared this an employee only zone.

I received a bathtub without any water!

All our products are shipped without water.  A product image may have water in it for display purposes only.

Does The Bathroom store have any sales events?

We try to keep or prices competitive throughout the year but we do run our annual Black Friday/Cyber Monday sale. Keep checking in for other specials we’ll have from time to time. Please note we do not offer price adjustments to purchases made prior to sales events.