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Frequently Asked Questions

 
Order Status
About Us
Contact Us
Placing your order
Payments
Your Order

Order Status

How do I know when my order has been shipped?

When your order has been dispatched from our distribution centre you will receive an email with all the relevant tracking information along with the couriers contact details, should you wish to talk to a member of our despatch team please call 0191 303 7771.


About Us

Where is your company based?

We are based in the North East of England. Our Distribution centre is based in Bowburn, Durham. Our postal address is:

Bella Bathrooms
Unit 10
Bowburn South Industrial Estate
Bowburn
Durham
DH6 5AD

For directions please click here.

Do you offer trade discounts?

All of our prices are set to the maximum trade discount, so no matter if you are a member of the public or in the trade everyone gets the same discounts.

Do you have a catalogue?

We do not currently produce a catalogue, as both our products and stock levels change on a daily basis.


Contact Us

Can I contact you by phone?

Yes, reasons you may need to call?

  • To place an order please call 0191 303 7771.
  • For enquires on an existing order please call 0191 303 7771
  • For technical or product advice please call 0191 303 7771

Lines are open between 9am-5pm Monday to Friday; we do experience high volumes of calls at peak times so please be patient if you cannot get through straight away.

What is your postal address?

Distribution Centre

Bella Bathrooms
Unit 10
Bowburn South Industrial Estate
Bowburn
Durham
DH6 5AD

I need more technical information on a product?

On each product page we provide information for you to contact the manufacturers product information team directly. They have all the relevant product information to hand and can assist you with any technical questions you may have.


Placing your order

I can’t get my order to go through?

Our payment system is very strict, please ensure that the details you are entering match EXACTLY with the details your credit card company holds for you, if you are unsure we recommend that you call your bank directly to check. If you are still experiencing problems please call us on 0191 303 7771 for assistance.

Can I place my order by phone?

Yes you can place your order by phone by calling 0191 303 7771 (Mon - Fri 9am - 5:30pm)

Where Bella Bathrooms Deliver?

At present we only delivery to UK mainland, however we will be shipping across the UK in the near future and we are currently in the development stage of this.

How much is delivery?

You only pay one delivery charge per order no matter how many products you purchase.

You are shown the exact delivery charge before check-out.

Can I have my order delivered to any address?

Yes, providing the transaction meets SagePay and Verified by Visa security checks.

How will my order be delivered?

For large items we use Pallet Ways and IDH, they will contact you on the telephone number that you provide when placing your order, arranging a suitable time to deliver.

Small items are sent by Royal Mail Parcel Force. Upon dispatch from our warehouse you are automatically emailed all the relevant tracking information should you wish to contact them directly. The majority of small items are delivered AM however this is not guaranteed and you should check with the courier for more information on delivery status.

What if I am not home to take delivery?

On small items you will be left a card and your order will be taken back to the local depot, simply call to rearrange delivery, you can also collect from your local depot if you prefer. This will not happen on large items, as you will have agreed a prior delivery time.

How long does delivery take?

Small stocked items such as showers, shower pumps and bathroom taps that are held at our main warehouse are dispatched on a next day delivery service, small items that are held at other locations can take 2-3 days longer as all items are dispatched from our main warehouse. Large items such as shower enclosures and bathroom suites are dispatched on specially prepared pallets and usually take 3-5 days from dispatch. Please note you should not book tradesmen until you have received your goods and checked them.

How do I know if my order has been dispatched?

Our system automatically emails you as soon as your order has been dispatched. All tracking information is contained in this email should you wish to contact the delivery company directly.

 


Payments

Is it safe to order online?

YES, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your address, name and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer. Security checks are also made on all payments, to ensure the authenticity of each card payment.

Which credit cards do you accept?

We currently accept - Mastercard, VISA, Solo, Switch / Maestro, Visa Debit, Delta and Electron for payments online. Unfortunately American Express cannot be accepted.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.


Your Order

How to place an order?

Simply add the products you wish to order to your shopping basket and follow the instructions, if you need help or would like to place your order by phone please call us on 0191 303 7771 and a member of our sales team will assist you.

How do I check if an item is in stock?

With some of our more popular items, due to the high rate of sales in-store as well as online there may be some discrepancies. We will try to inform you as soon as possible via email if a product is out of stock, however if you do wish to know in advance if a product is in stock, please do not hesitate to contact us.

How do I know if my order was successful?

If your order is successful you will receive an automated email to confirm your order has been received, and is being processed. This means the payment was successful, however if an item is not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. If the product is in stock and there are no problems, you will receive an email confirming your item(s) have been dispatched.

Can I change, cancel or return my order?

We are happy to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away if possible. If you have received your goods then we are happy to cancel or make changes in accordance with the UK Distance Selling Regulations, and our 30 days returns policy.

What if my order arrives damaged?

All of our deliveries are fully insured against transit damage, to comply with our insurance policy all small parcels such as showers, shower pumps, shower trays and taps must be checked and any damages reported to us within 24 hours of receipt, this allows us to raise a claim and dispatch replacement goods at no additional cost to you.

Large orders delivered by pallet, all goods MUST be checked before you sign. It is part of the driver’s contract that you have 15 minutes to fully check your order. Damaged goods must be signed for damaged, please notify of this immediately at customerservices@bellabathrooms.co.uk to speed up the process of replacing your damaged goods. This again allows us to make a claim on your behalf and issue a replacement at no additional cost.

My product has developed a fault?

As we only sell brand name goods you can be assured that in the unlikely event that your goods develop a fault, it is fully backed up by a manufacturers guarantee. Please notify us immediately. Do not uninstall your product as this will invalidate any manufactures guarantee given.

Where is my order?

If an order has not arrived when you were expecting it, we recommend first checking the email account your bellabathrooms.co.uk account is registered with. Any updates in status will be passed on via email, as it is our primary mode of contact. If you have not received any email updates, please use our contact us form We aim to answer all enquires within the hour during opening times, all our shipments are insured to the necessary value.