Ordering F.A.Q’s
What should I check before ordering?
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?
Can all your products be ordered online?
We offer our most popular items online, if you are looking for a specialist item or fitting please give us a call at
Can I see your products before I order?
Yes. Some 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 check it is in stock.
Can I modify my order after I’ve placed it?
Yes. Providing the order hasn’t been dispatched, you can add/remove items on existing orders by calling our customer service team on
Can I order products not listed on your website?
Yes, we are happy to help source items you may require. Please email sales@kerasanbathrooms.co.uk or call our team on
Delivery F.A.Q's
Do you deliver to my area or country?
We deliver to mainland UK. We can deliver to other areas and countrys by special arrangement – please email sales@kerasanbathrooms.co.uk with a list of items you are interested in and your full address, we can then calculate the size and weight of the items and give you a quote for the delivery cost
What is the standard delivery time?
Delivery times can vary depending on the items you have ordered and the delivery address. Where possible we have given our best estimate on delivery lead times. We always aim to deliver as quickly as possible but sometimes due to; unforeseen circumstances, delays and stock levels, this may not be possible. For smaller items we shall dispatch with an overnight courier as soon as they’re in stock and for larger items that need to be delivered on a pallet, we will contact you to book in a convenient day for yourselves. We strongly advise that you do not book the plumbers until your goods have arrived and been checked, we are not liable for plumbers cost or compensation for inconvenience.
I’ve placed my order, what happens next?
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, you will be emailed with an expected lead time on your order.
Can I collect my order from you?
All orders can be collected from our main warehouse in Suffolk. If you would like to collect, please place your order through the website and advise us you wish to collect your order in the order notes section. We will refund the shipping cost (if there is one) on orders being collected. Please do not travel to our Suffolk warehouse to collect an order until you have been notified that it is ready to be collected as some stock is stored in other warehouses around the UK.
What if my goods are not ready when anticipated?
Very 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 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.
When should I book my plumber?
Please wait until all your goods have been delivered, and you have checked them to ensure everything is correct and not 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.
Product FAQs
Do your products come with a guarantee?
Yes. All our ceramics are guaranteed against faulty materials or workmanship for 10 years from date of delivery. Toilet seats, hinges and fittings are guaranteed for 1 year.
I’m not sure what tap finish to choose, which is best?
This really depends on personal taste. Gold is a much warmer colour than chrome, and bronze is a darker brown colour. Chrome is the hardest wearing finish, gold and bronze are both softer finishes than chrome. Gold and bronze should be cleaned with a soft cloth and non-abrasive cleaner.
Do you offer installation or fitting?
Yes, we do! We offer installation services within a 50 mile radius of our Suffolk Showroom. Please call to discuss.
Returns & Refunds F.A.Q’s
What should I do if I have received an incorrect item?
If you have received an incorrect item, please let us know within 24 hours emailing us at sales@kerasanbathrooms.co.uk. Please include your order number and advise us the mission items and what you have received in error. We will arrange for the item to be exchanged.
What should I do if my order arrives damaged?
If you have received a damaged item, please let us know within 24 hours by emailing us at sales@kerasanbathrooms.co.uk. Please include photos of the damage and your order number. We will arrange for the item to be replaced.
Do you offer free returns if I change my mind?
No, you will need to pay for the shipping cost but you will receive a refund providing the product is returned in resaleable condition. Please see our Terms and Conditions for more information.
How do I return a product?
Items must be returned in their original packaging and in a resalable condition.
What if I change my mind after I’ve ordered?
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.