Serenity Stone™ Bath Mat

Delivery Times
Our standard delivery times are as follows:

- Monday to Friday: 7am to 7pm

If you require next-day delivery or delivery on a Saturday, these options can be arranged at an additional cost. Please don't hesitate to contact us for further details. All deliveries are fully insured.

Delivery Charges

Next-Day Service available for orders placed before 12pm Monday–Thursday.

If you are ordering multiple products, you will only be charged one delivery fee, which will be the higher of the applicable amounts.

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. Please contact us at 020 8064 0191 or email support@baulane.com with your country and the products you're interested in, and we'll quote you directly. Import duties/customs charges are the customer's responsibility unless we confirm otherwise in writing.

Delivery Contact Information
Should you need to change your delivery date, please contact us on 020 8064 0191, or email us at support@baulane.com. Please quote your order number or postcode.

Booking your Delivery
Once you have placed your order with us, we will send you an Order Confirmation email. If you have opted for our standard delivery service, your delivery will automatically be scheduled. Please reply to this email to confirm the delivery date is suitable for you.

If you have a specific date in mind for your delivery, please notify us in writing via email at support@baulane.com, quoting your Order Number. We need at least 5 working days' notice.

Specific delivery times cannot be guaranteed. Please ensure someone is available at your property throughout the day to take delivery.

Please let us know when confirming your delivery if there are any access issues which may prevent our delivery vehicle reaching you. If we are not notified of access issues beforehand, you may be liable for a re-delivery fee.

If your Delivery is Delayed
Although we consistently aim to deliver within the quoted time frames, we recommend not scheduling plumbers or fitters until you have received your full order and inspected it. We will not be held responsible for any fitting costs associated with delayed deliveries.

If we are unable to deliver your order within 20 weeks of the initial Order Confirmation email (unless you have agreed to a later date), you may cancel your order in accordance with our Terms & Conditions and will be eligible for a refund as per our Refund Policy.

On the Day of Delivery
Delivery requirements vary depending on the products ordered. We will endeavour to deliver all your items together, but reserve the right to deliver in separate instalments.

Palletised Deliveries – Medium/Large Products
Large deliveries, such as our freestanding baths, are delivered by our freight partners. If you have any access restrictions, please let us know as soon as possible.

• Pallet deliveries are to a kerbside location only.
• Your property must allow access for vehicle sizes ranging from 1.7 to 7.5 tonnes.
• Pallets cannot be moved up steep inclines or outdoor steps.
• Our couriers are only permitted to deliver to ground floor locations — please arrange suitable help to move goods into your premises.
• Pallet truck operations require solid, flat surfaces.
• For insurance reasons, our drivers cannot enter your property.
• Deliveries are an all-day service between 7am and 7pm.

Specific information regarding Bath Deliveries
Bath deliveries arrive on a tail-lift vehicle and are lowered onto a pallet truck, which can only be moved on solid, flat surfaces, to an accessible kerbside location only. The courier will not deliver the bath into your property — due to the weight of stone bathtubs, arrange for 3–4 able-bodied people to help move it into your desired location.

Parcel Deliveries – Small Products
Small products such as basins and accessories under 30kg are delivered by DPD. You'll receive a tracking text with the expected delivery date. Deliveries operate 7am–7pm.

Inspecting your Goods
All products are thoroughly inspected before dispatch. Please check items upon delivery and only sign once completely satisfied with the condition. We will assume any third party signing on your behalf has your authority to do so.

For any missing items, faults or defects, you must notify us within 48 hours of taking delivery. This is an evidential window to help establish what happened — it does not affect your statutory rights under the Consumer Rights Act 2015.

We will not be liable for damage caused by: (a) incorrect storage, (b) incorrect fitting/installation, or (c) incorrect manoeuvring of goods into your property.

Returns & Refunds

If you receive a product and are not entirely satisfied, please email support@baulane.com to request a Returns Slip, specifying the products and reason, with photos if the goods were damaged.

Once received, we will confirm by email whether your goods are eligible for return, and provide a Returns Slip and return address. Goods should not be sent back without this pre-authorised slip.

Items must be returned in original, undamaged packaging with tags/labels intact, unused and unfitted, no later than 14 days following delivery, with the Returns Slip and invoice/receipt.

You are responsible for return carriage costs; please use an insured, tracked delivery service. We are not liable for goods damaged in transit back to us, and such items will not be eligible for a full refund.

If returned goods are not in resaleable condition — used, fitted, or with damaged packaging — we reserve the right to decline the return, or accept it subject to a restocking fee of 20% of the item's value, deducted from your refund. This does not apply to faulty, damaged-in-transit, or incorrectly supplied items.

Approved Refunds
We process refunds within 5–10 working days of receipt and inspection of the returned goods. Alternatively, an exchange will be dispatched if requested.

This policy does not affect your statutory rights. Any guarantee offered by BAULANE® Bathrooms is in addition to your legal rights as a consumer under the Consumer Rights Act 2015. See our Terms & Conditions and Warranty & Guarantees pages for further detail.

Exchanges
Exchanges are only dispatched once a returned item has been received and processed at our warehouse. The fastest way to receive a replacement is to place a new, separate order and return the original item in tandem.

Order Cancellations
If the order has not yet been dispatched, we will be happy to cancel it. Cancellations within 48 hours of placing the order are free of charge; after 48 hours, a £15.00 fee applies. 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 items have already been dispatched, please action a Returns request as outlined above.

Exceptions and Non-Refundable Items
For bespoke items manufactured to custom specifications, we cannot exchange or accept returns unless the goods are faulty or damaged. Goods manufactured to customer specifications cannot be cancelled or refunded once production begins — cancellation must be requested within 24 hours of ordering. We do not accept returns on clearance items.

Availability
All products are subject to availability and may be withdrawn at any time. If a purchased product is subsequently withdrawn and we cannot supply it, you will not be charged and will receive a full refund.

Liability
BAULANE® Bathrooms will not be liable for any third-party costs, loss, inconvenience, disappointment, or indirect or consequential loss or damage arising from any problem with the goods, beyond any refund made under these conditions.

BAULANE® Bathrooms shall have no liability for any failure or delay in delivery, or damage/defect to goods, caused by events beyond our reasonable control. We recommend booking installers only once you've received your goods in full. This does not affect your statutory rights.