At Victorian Plumbing Shop, we approach every aspect of your bathroom journey with the same precision and care that defines our product collection. From our elegant Brushed Brass Bathroom Accessories to sophisticated Back to Wall Toilet Units and comprehensive Bathroom Furniture Packs, we serve design-conscious homeowners and commercial specialists worldwide. Our shipping and returns policies are crafted to provide clarity, confidence, and convenience, reflecting the quality and reliability you expect from us.

Shipping Information

We are committed to delivering your carefully selected products safely and efficiently to your doorstep, wherever you are in the world (excluding Asia and certain remote regions).

Order Processing

All orders are processed within 1-2 business days of payment confirmation. You will receive a notification email with tracking details once your order ships.

Shipping Methods & Delivery Times

We offer two primary shipping options to balance speed and cost:

  • Standard Shipping: Shipped via DHL or FedEx.
    • Cost: £12.95.
    • Estimated Delivery: 10-15 business days after dispatch.
  • Free Shipping: Available on orders over £50, shipped via EMS.
    • Cost: Free.
    • Estimated Delivery: 15-25 business days after dispatch.

Please note: Delivery times are estimates and may be affected by customs procedures, local holidays, or unforeseen carrier delays. Tracking information will be provided for all shipments.

Returns & Exchanges Policy

We understand that creating your perfect sanctuary requires confidence. Should an item not meet your expectations, our streamlined returns process is designed with your satisfaction in mind.

Key Policy Summary

  • Return Window: 15 days from the date of delivery.
  • Condition: Items must be unused, in original packaging, and in resalable condition.
  • Process: Contact us first for a Return Authorisation (RA) number.
  • Refund Timeframe: 5-10 business days after we receive and inspect the return.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the item is faulty.

Step-by-Step Returns & Exchange Process

Step 1: Initiate Your Request (Within 15 Days)

Contact our Customer Care team at [email protected] to request a Return Authorisation (RA). Include your order number, product details (e.g., Comfort Height Toilet, Chrome Toilet Brush Holder), and reason for return. Use the template below for clarity:

Email Subject: Return Request – Order #[Your Order Number]

Body:
Dear Victorian Plumbing Shop Team,

I would like to request a return/exchange for an item from my order.

Order Number: [Please insert]
Product Name: [e.g., Back to Wall Toilet Unit, Brushed Brass Tap]
Reason for Return: [Incorrect Item / Faulty / Changed Mind / Other]
I confirm the item is unused, in its original packaging, and in resalable condition.

Please provide the Return Authorisation number and instructions.

Full Name:
Shipping Address:
Contact Phone Number:

Thank you,
[Your Name]

Step 2: Receive Authorisation & Instructions

Within 1-2 business days, we will email you a unique RA number and detailed return instructions, including our secure warehouse address. Do not ship items back without this RA number, as we cannot process unauthorised returns.

Step 3: Pack & Ship Your Return

Securely repack the item in its original packaging, including all manuals, fittings, and parts. Attach the RA number clearly on the outside of the box. Ship using a tracked and insured courier service (we recommend DHL, FedEx, or your local postal service). You are responsible for return shipping costs and any loss or damage during transit. Retain your proof of postage.

Step 4: Inspection & Resolution

Once received, our quality team will inspect the item within 3-5 business days. We will notify you via email of the outcome.

  • For Refunds: The refund will be processed to your original payment method.
  • For Exchanges: We will dispatch the replacement as soon as possible, subject to stock. If exchanging for a higher-value item (e.g., a different Bathroom Furniture configuration), we will invoice you for the difference.

Refund Details: Timing & Method

Refunds are processed within 5-10 business days after we confirm the returned item meets our conditions. The funds will appear in your account based on your payment provider:

  • Visa/MasterCard/JCB: 5-10 business days after we process the refund.
  • PayPal: Typically within 24-48 hours of our processing.

Original shipping fees (Standard or Free Shipping via EMS) are non-refundable. We will cover return shipping costs for faulty items.

Non-Returnable Items & Exceptions

To ensure hygiene, safety, and product integrity, the following items from our range are non-returnable unless they arrive damaged or faulty:

  • Bathroom Accessories that are personal hygiene items (e.g., certain Toilet Brushes if the seal is broken).
  • Bathroom Spare Parts that have been opened or are specific to a custom order.
  • Any product that has been installed, used, or is not in its original sealed packaging.
  • Custom-made or specially ordered items, including specific configurations of Bathroom Furniture or Commercial Toilets.

For complex items like Japanese Toilets or Bathroom Suites, please inspect all components upon delivery and report any damage or missing parts within 48 hours to qualify for a replacement.

Exchanges for a Different Product

If you wish to exchange for another item (e.g., swapping a Grey Toilet Brush Holder for a Chrome one), please state this clearly in your initial email. Exchanges are subject to availability and follow the standard return process, followed by a new order for the desired item. Any price difference will be settled accordingly.

Need Assistance?

Our dedicated team is here to help you navigate any aspect of your return, just as we guide you in selecting the perfect Cloakroom Suite or Bathroom Furniture Pack.

Victorian Plumbing Shop
Email: [email protected]
Postal Address: 30 Grainger St, Newcastle upon Tyne, GB CH3M 1DE

Please include your order number in all correspondence for the fastest service.

Thank you for choosing Victorian Plumbing Shop. We are committed to ensuring your bathroom project, and your experience with us, meets the highest standards of quality and satisfaction.