⚠️ Order Issues

This page provides all the information you need to address any issues related to your order.

My order arrived damaged

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.

I've received the wrong item

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.

Items are missing from my order

Something missing from your order? Let’s check a couple of things first! Sometimes orders are sent in more than one delivery, so it’s worth taking a look at your order confirmation email to see if any items are arriving separately.

Also, our team often packs smaller items inside larger boxes to keep everything safe — so be sure to check all packaging carefully.

Still can’t find it? No problem — just get in touch with our friendly support team, and we’ll be happy to help sort it out for you.

I need to change my order

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!