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FAQ
FREQUENTLY ASKED QUESTIONS & ANSWERS
Please refer to our Terms and Conditions for detailed information. These answers do not in any way detract from or alter anything written in our Terms and Conditions.
Q What should I check before I order?
A It is very important to check measurements before you order. As well as widths and depths, also check heights, especially if ordering a shower enclosure and remember to add the height of the tray to the height of the enclosure. Check doorways/stairways - can you get that bath into your bathroom? Discuss with your plumber - do you need a pump, can he fit a low profile shower tray or does it need to be ‘easy access’ etc.
Q Is it safe to order on-line?
A Yes. Your details are encrypted and payment is processed on a secure page. This is shown on your screen by either a solid gold key or a closed padlock. Also the address line in your browser changes from http:/www. to https:/www.
Q Can all your products be ordered on-line?
A No. Original or antique ware cannot be ordered on-line. We recommend visiting our showroom to personally view and purchase these rare pieces.
Q Can I see your products before I order?
A Yes. Most of the products on our website are displayed in our showroom. If you are travelling a distance to see a particular product, we recommend that you telephone first to confirm we do have that product on display.
Q How do I specify the colour I would like my bath etc. painted?
A If you have added the ‘Top coat colour’ option to your order, please email us with the name & number of your colour choice. Colours can be chosen from the Farrow & Ball oil eggshell range. We recommend that you phone them to send you their colour chart as the colours on the website are a guide only and not true colours.
Q How much does delivery cost?
A This depends on the weight of the item and where you are. Please click on the Delivery button on the top bar of the home page for full details.
Q Do you deliver to my area?
A We deliver throughout mainland UK. We may be able to deliver to other areas by special arrangement - please phone us on 01728 860926. Large goods can only be delivered to addresses accessible to large lorries - please click on the Delivery button for more information. The driver will need assistance to unload large or heavy items - we advise three able people are on hand to help unload the cast iron and bateau baths.
Q If I place an order how long will it take to come?
A The following is only a guide:-
Orders are not normally dispatched until all the items ordered are in stock. Orders containing only standard weight stock items are normally delivered within a few days. Allow two weeks for heavy items and 4-6 weeks for special order items including all gold and nickel finish items.
Q I’ve placed my order - what happens next?
A You will receive an automatic email response within a few minutes. By the end of the following working day, a member of our staff will have checked your order, and contacted you regarding paint colours, if applicable or any other queries. You will then receive a written confirmation of your order. Please check the confirmation carefully and advise us immediately if any of the details are incorrect.
Q When should I book my plumber?
A Please wait until all your goods have been delivered, and you have checked them to ensure everything is correct and nothing is damaged. We always endeavour to deliver within the anticipated time scale, but sometimes situations arise which are outside our control, and very occasionally breakages do occur in transit.
Q What if my goods are not ready when anticipated?
A Occasionally delays do occur which are outside our control, such as manufacturing delays, transport problems etc. If we become aware that an item is likely to be considerably delayed, then we may offer to despatch the rest of your order separately, with the delayed item following as soon as it becomes available. Alternatively, unless the item was a Special Order, it has been specially painted or otherwise customised for you or it is a non-stock item for which we cannot cancel the order, then you may cancel or order an alternative item.
Q What if I change my mind after I have ordered?
A As long as the goods are not a Special Order, have been specially painted or customised, or are non-stock items, including all gold and nickel finish items, which we have already ordered and cannot cancel, and we have not already advised you that the goods are ready for despatch, then the order may be cancelled without charge. After this time, it may be too late to cancel delivery - please refer to our Terms and Conditions, point 6.
Q Are your products guaranteed?
A Yes. All our products are guaranteed against faulty materials or workmanship for 12 months from date of delivery, or any longer period given by the manufacturer.
Q What if an item is found to be damaged on delivery?
A Let us know immediately so that a replacement can be put on order for you. For full details, please refer to our Terms and Conditions, point 8.
Q I don’t know which tap finish to choose, which is best?
A This really depends on personal taste. Gold is a much warmer colour than chrome, and nickel is in between the two. However, gold and nickel are both softer finishes than chrome. Gold should be cleaned with a soft cloth and non-abrasive cleaner; nickel may require an occasional clean with a metal polish to retain its shine or you may prefer to let the nickel oxidise which will result in a dull pewter-like finish. Both gold & nickel finishes are special order items.
Q I have another question not answered here
A No problem. Either telephone us on 01728 860926 or email us at ofbshop@yahoo.co.uk and we will be pleased to assist you.
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