If your item arrives damaged, don’t worry — we’re here to help. Please report any damage within 72 hours by emailing us at cs@bathroomnation.co.uk with clear photos of the affected item. For larger items such as baths, shower screens, or vanity units, we kindly ask that you notify us within 24 hours of delivery, as this helps us resolve the issue more quickly. That’s why we recommend checking your delivery as soon as it arrives.

To make sure we can offer a replacement or solution, please avoid installing damaged items. Once installed, we’re unable to assess or cover damage under warranty. Reporting the issue early helps us determine whether it happened during transit, installation, or if it’s a manufacturer defect—so we can make it right.

Don’t worry — we’ll sort it out quickly. Although it’s rare, mistakes can happen. First, take a moment to double-check the packaging — sometimes product names printed on the box may look a little different from how they appear on our website or in your confirmation email.

If it still seems like the wrong item, just reach out to us via phone, email or live chat. It really helps if you can include a photo of the item and the label on the box, so we can get things sorted for you as quickly as possible.

Sometimes orders are sent in more than one delivery, so it’s worth checking your order confirmation email to see if any items are arriving separately.

Our team also carefully packs smaller items inside larger boxes to keep everything safe — so please make sure to check all packaging thoroughly before reporting anything missing.

If you’re still unable to locate your item, please contact our support team within 72 hours of delivery.

Due to our dispatch process and recorded packing procedures, we may be unable to investigate or resolve missing item claims reported after this timeframe.

If you get in touch within this period, our team will be more than happy to assist and resolve the issue for you as quickly as possible.

We totally get that plans can change! If your order hasn’t been picked, packed, or dispatched yet, there’s a good chance we can make adjustments —just get in touch with us as soon as you can, and we’ll do our best to help.

Already received an email saying “Your order is on the way”? That means it’s already left our distribution centre, so we won’t be able to make any changes at that stage — but feel free to contact us if you have any questions!