Delivery & Returns

At BAULANE, we aim to make your delivery and after-sales experience as smooth and transparent as possible. Below you'll find all the essential details regarding delivery, returns, refunds, and cancellations.

Delivery Times

Our standard delivery times are:

• Monday to Friday: 7am – 7pm

If you require next-day delivery or Saturday delivery, these options can be arranged at an additional cost. Please contact us at support@baulane.com or 020 8064 0191 for details.

All deliveries are fully insured.

Delivery Charges

• Next-Day Service: Available for orders placed before 12pm Monday–Thursday.
• When ordering multiple products, you will only be charged one delivery fee, corresponding to the higher applicable charge.

International Shipping

We don't currently publish a standard rate card for shipping outside the UK — this is handled case-by-case depending on destination, product size, and courier availability. If you're ordering from outside the UK, please contact support@baulane.com with your country and the products you're interested in, and our team will quote you directly. Import duties/customs charges are the customer's responsibility unless we confirm otherwise in writing.

Booking Your Delivery

After placing your order, you will receive an Order Confirmation email.

• If you have selected standard delivery, your order will be scheduled automatically.
• Please reply to the confirmation email to approve the delivery date, or request an alternative date.
• If you have a specific delivery date in mind, please notify us at least 5 working days in advance.

Please note:

• Specific time slots cannot be guaranteed.
• Deliveries are scheduled between 7am and 7pm.
• Ensure someone is available throughout the day to receive the goods.

If your property has restricted access (narrow lanes, steep driveways, steps etc.), please inform us beforehand. Failure to do so may result in a re-delivery fee.

If Your Delivery Is Delayed

Although we make every effort to deliver within the quoted timeframes, we advise you not to book tradespeople until your full order has arrived and been inspected.

If we are unable to deliver your order within 20 weeks of your Order Confirmation (unless you have agreed otherwise), you may cancel and request a full refund in accordance with our Terms & Conditions.

On the Day of Delivery

Depending on the size of your order, deliveries may be made in separate consignments.

Palletised Deliveries – Large or Medium Items (e.g., Baths)

• Deliveries are to kerbside only.
• Vehicles ranging from 1.7 tonnes to 7.5 tonnes may be used.
• Pallets cannot be moved up steep slopes or steps.
• Delivery is to ground-floor locations only.
• You are responsible for moving the goods into your property.
• Solid, flat surfaces are required for pallet truck operations.

Important: For heavy stone bathtubs, arrange for 3–4 able-bodied people to assist with moving the item into your property.

Parcel Deliveries – Small Items (e.g., Basins & Accessories)

• Delivered by DPD Parcel Service.
• You will receive a tracking text with the expected delivery date.
• Deliveries operate 7am – 7pm.

Inspecting Your Goods

All products are thoroughly checked before dispatch. Upon delivery, please:

• Inspect items immediately.
• Only sign for deliveries once satisfied with the condition.
• If a third party signs on your behalf, it will be assumed they have your authority.

For any missing items, faults, or damage:

• Note it with the courier (if applicable).
• Notify us by email at support@baulane.com within 48 hours. This is an evidential window, not a legal cutoff — your statutory rights under the Consumer Rights Act 2015 aren't affected by a later report, but reporting promptly helps us establish what happened.

We cannot accept responsibility for damage caused by: incorrect storage, improper installation, or mishandling of goods into your property.

Returns & Refunds

At BAULANE, we pride ourselves on offering a clear and straightforward returns process.

If you are not satisfied with your product, please email support@baulane.com to request a Returns Slip, specifying the product(s) to be returned and the reason, and attaching photos if goods are damaged.

Goods must be unused and unfitted, in original undamaged packaging, and accompanied by the Returns Slip and Invoice.

Important notes: goods must be returned within 14 days of delivery; you are responsible for the return shipping cost unless the item is faulty or incorrectly supplied; please use an insured, tracked courier service; we are not liable for goods damaged in transit back to us.

If returned goods are not in resaleable condition, a restocking fee of 20% of the item's value applies, or the return may be refused.

Approved refunds are processed via the original payment method within 5–10 working days of us receiving and inspecting the return.

Warranty

Our products carry a guarantee against manufacturing defects, varying by product type — see our Warranty & Guarantees page for full coverage details.

Exchanges

Exchanges are only issued once returned goods have been received and inspected. If you require a faster exchange, we recommend placing a new order for the replacement item and returning the original item separately.

If you wish to cancel an order before dispatch, notify us immediately.

• Orders cancelled within 48 hours of being placed are usually free of charge.
• Orders cancelled after 48 hours incur a £15.00 processing fee; bespoke items already in production, or orders over £1,000, may incur a higher case-by-case fee (typically 10% of order value, capped at £150).

If your goods have already been dispatched, you must follow our standard Returns process.

Exceptions & Non-Refundable Items

We are unable to accept returns or cancellations for bespoke or made-to-order items (unless faulty or damaged), or clearance items. Cancellations for bespoke orders must be made within 24 hours of ordering.

Availability

All products are subject to availability and may be withdrawn at any time. If a product becomes unavailable after ordering, we will issue a full refund.

Liability

BAULANE® shall not be liable for any indirect, consequential loss, or third-party costs arising from late or defective deliveries. We recommend booking any fitters or installation services after receipt of your goods. Your statutory rights are not affected.

Contact Us

📧 support@baulane.com
📞 020 8064 0191