Frequently Asked Questions
Find answers to our most common questions below. If you can't find what you're looking for, our team is always happy to help — call us on 0333 772 4162 or email info@keywestbathrooms.co.uk.
Ordering
Do I need to create an account to place an order? No, you can check out as a guest without creating an account. However, creating an account makes it easier to track your orders and manage any returns.
Can I order by phone? Yes, our team is happy to take orders over the phone. Call us on 0333 772 4162 and we'll be happy to help.
Do you offer a trade account? Yes! We welcome trade customers including bathroom fitters, plumbers, and contractors. You can sign up for a trade account using our Trade Signup Form. Once registered, our team will be in touch to get you set up.
Can I get a discount? Yes — use code GET5OFF at checkout to save 5% on your order. We also run regular promotions and special offers, so it's worth signing up to our newsletter to stay in the loop.
Do you offer Klarna or finance options? Yes, we offer Klarna as a payment option at checkout, allowing you to spread the cost of your purchase. We also accept all major credit and debit cards, PayPal, Apple Pay, Google Pay, and more.
Delivery
How long will my order take to arrive? Most items are delivered next working day when ordered before 2pm. Delivery times can vary depending on the product and supplier, so estimated delivery times are displayed on individual product pages. Please check the product page for specific delivery information before ordering.
How much does delivery cost? Delivery charges vary depending on the size and weight of the item and your delivery postcode. You can check the delivery cost for your order by entering your postcode at checkout before completing your purchase.
Do you deliver to Northern Ireland, Scotland, and remote areas? We deliver to most UK addresses, however delivery timescales and charges may vary for Northern Ireland, the Scottish Highlands, islands, and some remote postcodes. Any additional charges will be displayed at checkout or we will get in touch with you to advise.
How will my order be delivered? Because we work directly with our suppliers, orders are dispatched directly from the manufacturer or distributor. Depending on the size of your order, items may arrive via a parcel courier or a pallet delivery service.
Can I track my order? Yes, you will receive tracking information once your order has been dispatched. If you have any issues tracking your order, please contact us and we'll look into it for you.
What happens if I'm not in when my delivery arrives? If you miss your delivery, the courier will leave a card with instructions on how to rearrange delivery. Please do not ignore a missed delivery card, as repeated failed deliveries may result in the item being returned to the supplier.
Do you offer next day delivery on all products? Most items qualify for next working day delivery when ordered before 2pm, but some larger or more specialist items may have longer lead times. Always check the individual product page for the most accurate delivery estimate, or contact us to confirm.
Returns & Cancellations
What is your returns policy? Please Follow This Link To Our Returns Policy
We recommend keeping all original packaging until you are completely happy with your purchase, as items must be returned unused and in their original packaging to qualify for a refund.
Can I return an item that has already been installed? Unfortunately we are unable to accept returns on items that have already been installed or fitted. We strongly recommend checking all items for damage and compatibility before installation. If you have any concerns about a product, please contact us before fitting.
What should I do if my order arrives damaged? Please inspect your delivery carefully as soon as it arrives. If any items are damaged, please contact us within 48 hours of delivery by emailing info@keywestbathrooms.co.uk or calling 0333 772 4162. Please provide your order number, a description of the damage, and photographs of the damaged item(s) so we can resolve the issue as quickly as possible.
What should I do if an item is missing from my order? Because we ship directly from our suppliers, items within the same order may sometimes arrive separately. If you believe an item is missing, please contact us.
Can I cancel my order? If you need to cancel your order, please contact us as soon as possible by phone or email. If your order has already been dispatched, it may not be possible to cancel and you may need to follow our returns process instead.
Products & Advice
How do I know which wet floor former is right for my project? Choosing the right wet floor former depends on factors including the floor type (vinyl or tiled), the room dimensions, the waste outlet position, and whether the installation is for a domestic or care setting. Our blog post [link to wet floor former guide when published] covers everything you need to know — or feel free to call our team on 0333 772 4162 for personalised advice.
Do you sell Doc M Packs? Yes, we stock a range of Doc M Packs suitable for commercial, healthcare, and care home settings. Read our guide [link to Doc M blog post] to find out more about what a Doc M Pack includes and whether you need one, or browse our Doc M Pack collection [link to collection].
What brands do you stock? We stock products from a wide range of leading UK bathroom brands including AKW, Impey, Pressalit Care, Kartell, Mira, Whale, and many more. If you're looking for a specific brand or product, use the search bar at the top of the page or contact our team.
Are your products suitable for care homes and healthcare settings? Yes — we specialise in inclusive and accessible bathroom products and have one of the most comprehensive accessible bathing ranges available from any UK online retailer. From AKW half height carer shower screens and grab rails to Pressalit Care height-adjustable wash basins and Doc M Packs, we supply products used in care homes, hospitals, NHS settings, and supported living facilities across the UK.
Do you offer product advice? Absolutely. Our team has hands-on knowledge of the products we sell and is happy to advise on anything from choosing the right shower seat to specifying a full accessible bathroom. Call us on 0333 772 4162 or email info@keywestbathrooms.co.uk.
Can I order a product that isn't listed on your website? We may be able to source products not currently listed. Contact us with the details of what you're looking for and we'll do our best to help.
Trade Customers
Do you offer discounts for trade customers? We offer a trade account for bathroom fitters, plumbers, contractors, and other trade professionals. Sign up using our Trade Signup Form and our team will be in touch. For large orders or ongoing supply requirements, please contact us directly to discuss your needs.
Can care homes and NHS organisations order from you? Yes, we regularly supply care homes, NHS trusts, local authorities, and housing associations. If you have specific procurement requirements or need to pay by purchase order, please contact us directly on 0333 772 4162 or email info@keywestbathrooms.co.uk.
Still Have a Question?
Can't find the answer you're looking for? Our team is here to help.
📞 Call us: 0333 772 4162 📧 Email us: info@keywestbathrooms.co.uk 💬 Live chat: Available on our website
Our team is available Monday to Friday [ADD YOUR OPENING HOURS].