I received the wrong item, or something is missing
Check whether the rest of your order is on a separate consignment first, then report the shortage or the wrong item with a photo of what you did receive and the packing slip.
Check this first
Most reported "missing" items are not missing. Before reporting:
- Check for a second consignment. Bathroom orders often ship from several suppliers, with separate tracking. Look up your order to see what is on which delivery.
- Check inside the product. Waste kits, fixings, connectors and remote controls are frequently packed inside the vanity, inside the pan, or taped under the bath.
- Check the packing slip. It lists what was in that particular carton, which is not always the whole order.
Reporting a shortage or wrong item
- 1Submit a support request and choose "Incorrect or Missing Item".
- 2Photograph what you actually received, next to the packing slip.For a wrong item, include the model label on the product you were sent.
- 3Tell us the quantity affected and whether you still need the correct item urgently.If a plumber is booked, say so — we prioritise cases with a fixed installation date.
How we fix it
| Situation | What happens |
|---|---|
| Item short-shipped | We send the missing item, freight paid, priority dispatch. |
| Wrong product supplied | We send the correct item and arrange collection of the wrong one at our cost. |
| Missing fixings or waste kit | Parts sent direct, usually next business day. |
| Item marked delivered but not received | We open a carrier investigation and keep you updated. These take a few days. |
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