At Burlington Shop, we are committed to providing our discerning clientele with premium bathroom solutions and a seamless shopping experience from purchase to delivery. Our policies reflect our dedication to quality service and customer satisfaction.

Shipping Information

Order Processing

All orders are processed within 1-2 business days of receipt. You will receive a confirmation email with tracking information once your order has shipped.

Shipping Methods

We offer two convenient shipping options to meet your needs:

  • Standard Shipping: £12.95 via DHL or FedEx – Delivery within 10-15 business days after dispatch
  • Free Shipping: Available on orders over £50 via EMS – Delivery within 15-25 business days after dispatch

Note for International Customers: While we ship globally (excluding Asia and certain remote regions), please be aware that customs duties and taxes may apply upon delivery in your country. These charges are the responsibility of the recipient.

Returns & Exchanges Policy

We stand behind the quality of our luxury bathroom products. If you are not completely satisfied with your purchase, you may return or exchange eligible items within 15 days of receiving your order.

Eligibility Requirements

To qualify for a return or exchange:

  • Item must be in original, unused condition
  • All original packaging, tags, and accessories must be included
  • Proof of purchase must accompany the return

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on the following products:

  • All toilet types (Back to Wall, Close Coupled, Comfort Height)
  • Bidets
  • Electric Showers
  • Body Jets
  • Digital Showers
  • Any product that has been installed or used

Returns Process

Follow these simple steps to initiate your return or exchange:

Step 1: Initiate Your Return/Exchange

Within 15 days of receiving your order, email our Customer Care team at [email protected] with the following information:

  • Subject: “Return/Exchange Request – Order #[Your Order Number]”
  • Details of item(s) to be returned/exchanged
  • Reason for return/exchange
  • For exchanges: specify replacement product desired
  • Confirmation that items are in original condition
  • Your full name, contact number, and delivery address

Step 2: Receive Return Authorization

Within 2 business days, we will email you a Return Merchandise Authorization (RMA) number with shipping instructions. Do not send items back without this authorization.

Step 3: Package and Ship Your Return

Securely package the item(s) in original packaging with all accessories. Clearly mark the RMA number on the package. You may use any reliable courier service (we recommend tracked shipping).

Note: Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect due to our error.

Step 4: Processing Your Return

We will inspect your return within 3-5 business days of arrival and notify you via email regarding approval of your refund or exchange.

Refund Information

Refund Method

Refunds will be issued to the original payment method:

  • Credit/Debit Card (Visa, MasterCard, JCB): 3-5 business days after approval
  • PayPal: 1-3 business days after approval

Deductions

Please note:

  • Original shipping fees are non-refundable
  • For exchanges, we will charge or refund any price difference between items

Damaged or Incorrect Items

If you receive a damaged or incorrect item, contact us immediately at [email protected] with photos. We will arrange a replacement or return at no cost to you.

International Returns

For customers outside the UK:

  • You are responsible for any customs duties or taxes on returned items
  • We recommend declaring packages as “Returned Goods” to potentially reduce fees
  • Original shipping fees cannot be refunded for international orders

Customer Care

Our Customer Care team is available Monday-Friday, 9:00 AM to 5:00 PM GMT to assist with any questions regarding shipping or returns.

Contact us at:

Thank you for choosing Burlington Shop for your luxury bathroom needs. We appreciate your business and are committed to ensuring your complete satisfaction with our premium products and services.