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Excellent Service
Secure Payment
Free Delivery on orders over £500*
0113 244 4400Open 8.30am - 5pm
Call 0113 244 4400
We are always delighted to hear from our customers, whether it is just a quick question or feedback.
We have collated some of the most common questions for you below in our FAQs, however, if you want to get in touch with us, then we have an extensive range of options for you to do so from our Live Chat service, to telephone, email, social media, WhatsApp or even Messenger.
Whether it is checking whether a product is in stock, checking on the status of your order, installation advice or you want us to review a quote you’ve had done from another supplier, we are happy to help. Furthermore, you will always have a named person, and not an automated bot or made-up name, based here in the UK in our Leeds Bathroom Showroom.
Here are some quick links that may help you before getting in touch:
Our FAQs are also available at the bottom of this page. Scroll to the bottom of the page to view these.
You can speak directly a member of our team through our Live Chat service, which can can be accessed by clicking the green speech bubble at the bottom of any page.
This is only operational during the week and on weekends, permitting our Showroom staff are available. However, we do also offer a form so that in the event that some isn’t online, you can leave a message and someone will get back to you at the earliest opportunity either the same day or next working day (weekends/Bank Holidays will always be next working day).
Monday - 9am-5pm Tuesday - 9am-5pm Wednesday - 9am-5pm Thursday - 9am-5pm Friday - 9am-5pm Saturday - 9am-4pm* (*depending on showroom staff availability) Sunday & Bank Holidays - Closed
Scan The QR Code To Start A Live Chat
Or Click This Link To Start Live Chat
We appreciate that for some people, they would rather speak to an actual human being than other often more impersonal methods. That is why we provide a direct line to members of our team for you to chat to in the event that none of your questions are answered below, and you would prefer to use this method. You will get the same high level of service, as well as speaking to a named person in our Leeds Showroom/Office, who will look to assist with any query you have.
Telephone Number (Click to Call Us) (+44) 0113 244 4400
Telephone Opening Times Monday - 9am-5pm Tuesday - 9am-5pm Wednesday - 9am-5pm Thursday - 9am-5pm Friday - 9am-5pm Weekends (Please note that weekends may be busy so do allow extra time) Saturday - 9am-4:30pm Sunday & Bank Holidays - Closed In the event that you are not able to get through to someone or call during out of hours, we do operate a voicemail service. If you leave a message, someone will pick this up and call you back the next working day.
If you would prefer to drop us an email, then we operate a service six days a week that all team members have access to and can direct to the most appropriate person. Your email will be responded to as quickly as possible, however, please do allow extra time in the event of product issues or customer service queries, as we may need to speak to external parties such as manufacturers before we can provide a response to your query.
Email Address: info@sanctuary-bathrooms.co.uk
Click here to send email
Email is operated Monday-Friday 9am-5pm and Saturday 9am-4pm. Sundays and Bank Holidays are closed.
You can get in touch with us via social media on all major platforms, as well as via Facebook Messenger, WhatsApp or Apple iMessage. Simply click on the icon below and it will take you to the appropriate page or platform.
Our Yorkshire Bathroom Showroom is open six days a week across the majority of the year and features a specially curated range of some of the best-selling products we have on offer. We are always delighted when customers come to visit us and one of our experts will be more than happy to assist with any requirements you have. Whether you are looking for advice or help, to place an order, or want to use our 3D Bathroom Design Service, come down, have a coffee and see what we have to offer. We also stock physical copies of brochures for you to come and take away. You can find directions to our Leeds showroom in Armley here.
If you would prefer just to email us through a webform, you can complete the simple form below and this will be sent through to a member of our team, who will respond at the earliest opportunity.
We have tried to answer as many questions relating to our website and ordering through us that you might need, with the aim of being useful ahead of contacting us. We will try to keep information on this page as up-to-date as possible. However, if you can't find the answer to something below, please get in touch and someone will help.
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We try to source and keep as many items as we possibly can in our warehouse. However, we are limited in size and so cannot stock every item. Some items, like tiles, are also dispatched directly from the supplier.
Single Items
We do detail in our website if an item is in stock in our Warehouse for single items or product codes, which is indicated by a message showing like:
If this message isn’t showing or isn’t flagged then this item is currently not in our warehouse and we are either waiting on stock to arrive or it will have to be ordered directly from our suppliers.
Bundles / Products with Multiple SKUs and Product Codes
Where a product is listed with multiple manufacturer codes or SKUs, our website does display a similar message above. We do try to make sure all items on this page are in stock to avoid any issues, however, the message is based on the first code only unfortunately so it can mean that certain components or items in bundles or products composed of several parts (such as showers, bundles, and packs) may require to be ordered into us or are out of stock. We are working hard to try and find a resolution on this. We will always try to communicate this to you if there are any issues, however, we can only apologise if this causes any inconvenience.
We’re very sorry you weren’t able to find the item you wanted. We are constantly trying to add as many products as we can, as well as working with manufacturers to widen our offering at every possibility. If there is an item you are wanting to purchase then please get in touch with us via the contact methods above, and someone will look into whether this can be added for you, or if you can purchase via another method through our Showroom team.
Additionally, not all items can be listed on our website with certain brands and operate as ‘Showroom only’ ranges or brands.
If the brand or manufacturers is part of a group of companies we do work with then this may be possible. However, in other instances, it is highly unlikely. Some other retailers operate their own brand of products, and some suppliers, manufacturers or ranges can only be offered through Showrooms only. We would advise you to contact us if you require any products and we will look into this for you.
Every retailer is different in terms of stock, and so it may be that where they are out of stock, we do currently have stock available in our warehouse and vice versa. Our website will detail if we have an item in stock, where possible, however, we would always check regardless ahead of ordering to avoid disappointment.
In the instances, where an item is out of stock we do display a banner advising of the earliest timeframe we have been advised. If this isn’t showing and the item is out of stock we do apologise, however, we rely on manufacturers and suppliers to make us aware of items being discontinued or that are out of stock. We are constantly urging our partners to bear in mind the affect this has on customers and the inconvenience, as well as ourselves. Unfortunately, not all of them do provide this or able to, so an item can go out of stock at short notice or even discontinued and it unfortunately only comes to light when an order is made.
We are more than happy to take a look at quotes you have received from other suppliers and will always look to provide our best available prices to you, as long as this is on like-for-like items that we both sell and can supply. However, we never guarantee we can beat a quote or price match, as this may not be realistic, or can be impacted by numerous outside factors from out of date pricing to other retailers’ offers and promotions, or own brand products. However, if you have found an item or have a quote cheaper on items we do sell and want to know what our best price is, then please get in touch with us and a team will be happy to review.
We are constantly reviewing our prices and aim to give our best available prices to customers. Other retailers can be cheaper from numerous reasons. This can be down to marketing strategies, special offers or deals, or even because their website does not yet reflect price increases or strategies.
We understand customers always want the best value and most affordable items possible, however, we believe our reviews speak for ourselves and alongside good quality products, you’re also paying for a high quality of customer service that we pride ourselves on and believe sets us apart from other retailers.
Yes, we do offer all NHS workers and emergency services workers discount. If you would like to make an order through us, we would need evidence such as a staff card or evidence of current employment sending through to us at the time of ordering, and we will supply an extra discount off your order.
You can find all our latest discounts or offers that are live on our website by signing up to our Discount Codes page here: https://promo.sanctuary-bathrooms.co.uk/discount-codes/
We would strongly advise speaking to your bathroom fitter first to organise their availability and ensure you get a clear timeframe of when they can do the work in the first instance. We would always recommend leaving a month ahead of fitting taking place to order your items as this gives a clear window of time to allow for any items to come in to us or back into stock and to be delivered to you.
If you require us to hold the items, then we are more than happy to do this in our warehouse until you want the items despatching.
We appreciate this may be frustrating but prices are subject to change and can both fluctuate up an down, and this can be based on a number of reasons. If you make an order, you are confirming you are happy with the price you are paying at that point. Nevertheless, depending on the circumstances, we can look into this but we cannot guarantee we will be able to make exceptions.
Our website is set up to accept most major card providers, as well as payment through Apple Pay, Paypal and Paypal Express.
All customers will be returned to an order confirmation page after payment has been made, and will also receive confirmation via email. We would strongly advise not exiting the payment process or trying to refresh the page until you see the confirmation, as this could prevent the order going through or even cause duplicate payments.
Once your order has been made, this will be sent to our office team who will process your order and check stock availability with our suppliers and in our warehouse. If this is in stock, they will place the order immediately and you will be informed of changes in the status of your order via email, including when it is picked and ready for delivery. Once at this stage a member of our team will be in contact to arrange delivery of the items at a convenient time.
If an item is out of stock or is likely to take a while to come into us, our team will communicate this to you immediately in order for you to make a decision on whether this is likely to be a problem or if you’re happy to wait.
We can only apologise if you’re having payment issues and know this must be frustrating for you. A recent change was made so that all retailers and banks are required now to operate what is called 3D Secure 2. This is a mitigation to help prevent fraud and ensure that payments – such as large purchases and several purchases made in a short space of time – are legitimate and made by the cardholder.
As part of this change, all customers may be asked to authorise payments via either a text message, via their bank provider’s app either via notification and approving the payment, entering a code or number sent to you, or by providing the code via a telephone call. Some customers may also not have this set up via their card, so you may need to set this up via your bank to allow you to make payments online.
Additionally, banks are also being more stringent on payment authorisation and may refuse payment if they suspect fraudulent activity, which unfortunately we cannot do anything about and you would need to speak to them directly. If you’re encountering payment issues we would advise the following:
If you are still encountering issues following the above, please get in contact with us and we can look into this matter and try taking the payment over the phone instead.
We are very sorry to hear you wish to cancel your items. If you contact us, a member of our team will look into this and see if there’s anything we can do to avoid this, as we only want to make sure this is your last resort option. At this point, a team member will advise on the refund and cancellation process.
We do operate our own van that can deliver items to customers locally across Yorkshire, Lancashire and other areas of the North.
For other areas of the UK, we use a select number of couriers that cover Scotland, Wales, Cumbria, and all areas of the South.
We control all our routes ourselves and plan these in advance depending on where customers are order from. As such, this can change on a daily and weekly basis. However, as a rough guide, deliveries across Yorkshire and northern areas by ourselves in our own van are made most days of the week.
Deliveries to London and the South East are roughly 2 to 3 times a week, with other areas twice a week.
We appreciate that customers want to get items as quickly as possible. Unfortunately, we do not currently offer next day or premium delivery services. We can source or supply thousands of products, however, we are only able to hold a select number in our warehouse. As such, orders may need to be placed with suppliers and manufacturers, which means it may take time to arrive into us, taking anywhere from a few days to several weeks (subject to availability).
If we hold an item in stock, we can usually get this out quickly to you within a few days but we would advise to get in contact with us prior to placing an order to discuss timeframes and any urgent requirements, so we can best advise you.
We can deliver to most areas of the UK across England, Wales and Scotland. For more remote areas, please do allow extra time for deliveries.
Unfortunately, due to Brexit, we are not currently able to offer a service to ship items to Northern Ireland or the Republic of Ireland at this time, although we are investigating every possible way that we can offer this as a service again through our partners.
Unfortunately, we do not currently offer international delivery. If you live internationally and want to organise your own delivery or collect from us, then we may be able to assist. However, it would be your responsibility to comply with all relevant customs information and paperwork. We would advise to get in contact with us prior to this so we can support you and look into how we can make this as easy and smooth as possible for you.
Yes. It is your responsibility to check the items both on receipt of the items so that you can alert the delivery driver of any issues before they leave, as well as within a reasonable timeframe (e.g. within 48 hours) after receipt of the items. While we make every endeavour to protect items and package them appropriately so that they arrive in the best quality and condition for you and checks are made before they are sent out to you. Unfortunately, despite our best efforts damage can occur at any point from despatch from our suppliers to the time it is received by you.
We would urge you to notify us at the earliest opportunity, as well as send through evidence of the damage. A member of our team will then investigate and speak to the manufacturer to see if a replacement can be sent out. Some manufacturers require the damaged product to be returned to them prior to this or evidence of the damage or fault, however, a member of our team will communicate the steps when you get in touch.
We are very sorry to hear you wish to cancel an order with us. We would urge you to get in touch so we can find out the reasons and see if there’s anything we can do to assist or help. Our Returns Policy is detailed here: https://www.sanctuary-bathrooms.co.uk/returns-policy/
Unfortunately, some items are special order only or are classed as bespoke created products (such as painted finishes) and as such, may not be applicable for a refund.
It is your responsibility to check items within a reasonable timeframe and in good faith and alert us to any faults upon receipt of the items. If you have had the items for a longer period of time, such as beyond 28 days, then we may need to look into this matter with the manufacturer and review this on a case by case basis. As such, please get in contact and a member of our team will help.
If you have made an order and not yet received the items, if we are able to cancel this through our supplier then we should be able to make the refund on the same day or the next working day.
For items being returned to us or damaged items, our Returns Policy information will apply, and refunds will only be processed upon receipt of the items back into our warehouse, and once inspections have taken place.
In all circumstances, please allow 5-7 working days for refunds to show in your account from the point the refund is processed.
Monday - Friday: 9am - 5pm, Saturday: 9am - 4:30pm, Sunday: Closed
