Shipping policy

Delivery Policy

We want to make sure your order arrives as smoothly as possible! Below is everything you need to know about our delivery process.

General Delivery Information

Delivery times may occasionally be affected by factors like weather conditions or stock availability which are beyond our control. If an item is marked as "Out of Stock" or available for "Pre-Order," we’ll provide an estimated restocking date where possible. However, these dates are subject to change, and all timeframes remain estimates until the item is back in stock. If we anticipate any changes, we’ll let you know as soon as possible.

Delivery Information

Parcel Deliveries

  • We use a reliable courier service for parcel deliveries.
  • Standard delivery takes an estimated 2-3 working days.
  • We also offer next-day and day-specific delivery options at checkout (UK Mainland only).
  • Each item is carefully packaged before being handed over to our courier for dispatch.

Pallet Deliveries (Larger Items)

  • Larger items require pallet delivery, which takes an estimated 3-5 working days.
  • Next-day and day-specific delivery options are available at checkout (UK Mainland only).
  • Once your order has been processed and assigned to a courier, you will be contacted to arrange a suitable delivery date.
  • Pallet deliveries are kerbside only—couriers are unable to move pallets or bring goods inside your property.

Free Delivery & Surcharges

  • Orders over £500 qualify for free standard delivery to most of the UK.
  • Some remote areas, including parts of Northern Scotland, the Scottish Isles, the Channel Islands, and hard-to-reach mainland UK locations, may incur additional charges. These are listed at the bottom of this page.

For more details, feel free to contact our team at 01942 311234.

Delivery Costs by Item Size

✅ Small Items (e.g., taps, small radiators, shower controls & accessories)

  • Delivered via DPD or similar courier.
  • You'll typically receive a delivery window on the day of delivery.
  • Next-day delivery: £12.95
  • Nominated day delivery: £14.99

✅ Medium Items (e.g., cabinets, tall towel radiators & mirrors)

  • Delivered via DPD or similar courier.
  • You'll typically receive a delivery window on the day of delivery.
  • Standard delivery: £14.99
  • Next-day delivery: £39.95
  • Nominated day delivery: £31.95

✅ Large Items (e.g., baths, sanitaryware, furniture, enclosures)

  • Carefully packaged and delivered via a specialist provider such as Palletways.
  • Free standard delivery on orders over £500 (otherwise typically £16.95).
  • Next-day delivery: £39.95
  • Nominated day delivery: £31.95

 

Kerbside Delivery Service

  • Our deliveries are kerbside only and made via a palletised service.
  • You’ll need to have an able-bodied person available to receive, move, and sign for the delivery.
  • The driver will deliver as close as possible to your property’s front door, but they are unable to enter your home due to insurance restrictions.
  • If your order includes heavy or bulky items, please make arrangements for help in moving them.

Next-Day Delivery

  • Orders for next-day delivery must be placed before 12:00 noon.
  • We’ll do our best to dispatch your order the same day using a next-day service, but next-day delivery is not guaranteed due to potential third-party courier delays.
  • Unfortunately, next-day delivery is not available for Scotland, where deliveries may take 3-5 working days.

Important Delivery Notes

  • Deliveries take place Monday to Friday, anytime between 7:30 AM – 6:00 PM.
  • We strongly recommend not booking plumbers or tradespeople until you have received and checked your items. To avoid any inconvenience, we suggest ensuring you have received and inspected your full order before arranging for installation. Delivery times are approximate and may be subject to change, so we cannot take responsibility for any costs incurred due to delays. If any items arrive damaged or faulty, please leave them in their original packaging and contact us before proceeding with installation.
  • If you need to reschedule a delivery, please give us at least 72 hours' notice. A redelivery charge may apply if no one is available to accept the order.
  • If your order contains multiple items, they may be shipped via different couriers and could arrive separately. While we do our best to have all items delivered together, we cannot guarantee that everything will arrive at the same time or on the same day.
  • Please leave the protective plastic packaging intact on shower trays, shower enclosures, and glass products until you have verified the size is correct for your needs. The size information is displayed on the outside of the packaging. Once unwrapped, these items cannot be returned.

Access Requirements

To help ensure a successful delivery, please let us know in advance if there are any access restrictions, such as:

  • Narrow roads or low bridges
  • Unadopted roads or rural locations
  • Other obstructions that could affect delivery

If you have any concerns, please contact us our customer service team on 01942 311234,  service@welove.co.uk or via our Live Chat Team before your scheduled delivery date.

Damages & Issues

We take great care in handling your order, but if anything arrives damaged, here’s what to do:

  • If you notice damage upon delivery, please note this when signing for the package.
  • If damage is discovered after opening, please report it to us within 48 hours by emailing service@welove.co.uk with your order number and photos. Alternatively please call our customer service team on 01942 311234 or use our Live Chat service.
  • To support sustainability, we encourage keeping any damaged tiles and using them for cuts in your project whenever possible.
  • Do not install damaged or faulty goods, as we won’t be able to offer replacements or refunds once they have been fitted.

Failed or Cancelled Deliveries

·         We understand that plans can change, so if no one is available to receive your delivery and a re-delivery is needed, there will be a £16.95 fee.

·         If you need to cancel your order after it has left our warehouse, a £45 return fee will apply to cover the return costs.

·         Similarly, if a delivery is refused upon arrival, a £45 return fee will also be charged.

·         If you have any questions or need to make changes, please reach out to us—we're happy to help!

Order Changes & Amendments

  • If you need to make any changes to your order, please let us know at least 3 days before your scheduled delivery.
  • Once your order has been dispatched, we may not be able to make changes.

Packaging & Disposal

  • Please note that standard pallet deliveries do not include the removal of packaging or pallets.
  • It is the customer's responsibility to dispose of packaging materials appropriately.

We’re here to help! If you have any questions about your delivery, please feel free to contact our friendly team via Live Chat or at service@welove.co.uk.