At Basin Taps Shop, we combine premium bathroom fixtures with exceptional customer service. Our shipping and returns policies reflect our commitment to quality and your complete satisfaction with every purchase of our designer tap collections.

Shipping Information

Order Processing

We carefully prepare all orders within 1-2 business days of payment confirmation. You’ll receive tracking information via email once your order ships.

Shipping Methods

Standard Shipping (£12.95)
– Carrier: DHL or FedEx
– Delivery time: 10-15 business days after dispatch
– Includes full tracking

Free Shipping (Orders over £50)
– Carrier: EMS
– Delivery time: 15-25 business days after dispatch
– Basic tracking included

Note: Delivery times may vary slightly for international destinations outside the UK (excluding restricted Asian and remote regions). Customs duties are the responsibility of the customer.

Returns & Exchanges

We offer a 15-day return policy from the date of delivery for most items in our premium collections, including:

  • Basin taps
  • Black bathroom taps
  • Bristan modern taps
  • Brushed brass taps
  • Crosswater modern taps
  • Hansgrohe modern taps
  • Grohe modern taps
  • Burlington Claremont traditional taps

Non-Returnable Items

For hygiene and quality assurance reasons, we cannot accept returns on:

  • Any tap that has been installed or used
  • Products missing original packaging or documentation
  • Custom orders or specially sourced items

Return Process

Step 1: Contact Our Customer Care

Email our Newcastle-based team at [email protected] within 15 days of receiving your order. Please include:

  • Your order number
  • Product name (e.g., “Brushed Brass Taps – Burlington Claremont”)
  • Reason for return
  • Whether you prefer exchange or refund

Return Request Template:

Subject: Return Request – Order #[Your Order Number]

Dear Basin Taps Shop Team,
I would like to request a return/exchange for my recent order:
Order Number: [Insert]
Product Name: [Insert]
Reason for Return: [Insert]
Please advise on next steps.
Kind regards,
[Your Name]
[Your Contact Information]

Step 2: Receive Return Authorization

Our team will respond within 1 business day with:

  • Return authorization number
  • Shipping instructions
  • Return address (Newcastle upon Tyne, UK)

Step 3: Package and Ship

Please ensure:

  • All original packaging and documentation are included
  • The product is in resalable condition
  • You include the return authorization number

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days of receipt
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB) or PayPal account
  • Amount: Original purchase price minus any shipping costs (unless return is due to our error)

Exchange Process

For exchanges (e.g., switching from black bathroom taps to brushed brass taps):

  • Follow the standard return process
  • Clearly state your preferred exchange item
  • Once we receive your return, we’ll ship the new item
  • Any price differences will be charged/refunded accordingly

Exchanges typically add 3-5 business days to standard delivery times.

Damaged or Incorrect Items

If you receive:

  • A damaged product (e.g., dented Grohe modern tap)
  • An incorrect item (e.g., received Crosswater instead of Hansgrohe)

Please contact us immediately at [email protected] with photos of the issue. We’ll arrange for expedited replacement at no cost to you.

International Returns

For customers outside the UK (excluding restricted Asian and remote regions):

  • Customs documentation must be marked “RETURNED GOODS”
  • Original shipping fees are non-refundable
  • Return shipping costs may be higher – we recommend using tracked services

Need Assistance?

Our Newcastle-based customer care team is available to assist with any questions about shipping or returns of our designer tap collections. Contact us at:

Basin Taps Shop
41 Newgate St, Newcastle upon Tyne, GB CH8H 1OY
Email: [email protected]

We appreciate your trust in Basin Taps Shop for your premium bathroom fixture needs.