How do I report a missing item?

Single Delivery

The majority of orders we process are delivered together under one courier consignment.  If you believe you are missing an item from your delivery, please make sure you thoroughly inspect the box and any inner boxes as smaller items are usually packaged within the larger box.

For example:

  • If you order a sink and tap - the tap will usually be enclosed in the sink box and placed in the bowl of the sink or under the drainer.
  • If you order a waste disposal unit with an air switch function -  the air switch may be enclosed in the chamber of the waste disposal itself along with the plug waste for the unit.
  • If you order a kitchen sink and waste but think some pipework is missing, it is most likely that your order did not include the plumbing kit. Plumbing kits are occasionally included as a free item but normally purchased separately. The waste, overflow and plumbing pipework can be easily confused, please click here for further details.
Multiple Deliveries

When ordering several items, we may use a number of different couriers and suppliers to fulfil your order. For efficiency, some orders may be dispatched from multiple locations using different couriers. 

For example, if a customer orders a Hansgrohe tap and a Mira shower; the Hansgrohe tap may be delivered directly to you from one of our distribution centres and the Mira shower delivered directly from our warehouse.

We do our best to make you aware to expect multiple deliveries at the point of ordering or via email shortly afterwards. In this instance, the probability of your order being delivered together at the same time is highly unlikely.

Missing an item?

If you are missing an item please contact our customer support team with your sales order number and the details of any missing items so that we can investigate and resolve the issue promptly for you.


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