Frequently Asked Questions

 

Where do you deliver?

We currently only deliver to mainland UK. This excludes Northern Ireland, The Isle of Man, The Isle of Wight, The Scottish Islands or The Sicily Islands.

What are your delivery times?

Smaller items will be dispatched within 24-48 hours in most circumstances. We aim to dispatch larger items within the same time-frame but it may take longer depending on the nature of the order.

Can I have my items delivered to an address other than my home address?

Yes this can be selected once you proceed to payment.

What if you are unable to deliver within the agreed timescale?

If there is an issue beyond our control that means an item will not be delivered at the agreed time, we will notify you immediately and give you the option of a full refund if you so wish.

Do you offer a fitting service?

No.

Do you offer trade accounts?

Yes. Please email trade@thompsonhighsmith.co.uk for more information.

What is your returns policy?

If the items are in their original packaging and in the condition you received them we will accept returns if we are notified within 14 days of delivery. Contact our customer service team on 01638 712 141 or via customerservice@thompsonhighsmith.co.uk to arrange. We will not accept returns that have been opened, modified or subject to attempted installation.

How long will it take to receive a refund?

We aim to process refunds within 7-10 working days.

Are your products guaranteed?

All the goods on sale via our website come with a manufacturer’s guarantee which should be stated on the product description. Each manufacturer has their own terms but they tend to last between 1 & 25 years depending on the product/manufacturer.

I have lost my order details, what do I do?

Log into your Thompson & Highsmith account via the website and you will find the order details. Alternatively phone our customer service team on 01638 712141 and they will happily assist you.

Will my items be delivered together?

We endeavour to deliver all your items at the same time but in some circumstances they may be delivered separately depending on the specifics of the order. We will however keep you informed at all stages regarding the status of your delivery.

There is a problem with my order. What should I do?

Contact our customer service team immediately via email sales@thompsonhightsmith.co.uk or telephone 01638 712141 and they will deal with the problem immediately.

When should I book my plumber?

We advise that you wait until all goods are delivered before you book a tradesman to fit your bathroom or bathroom appliances.

What do I do if a delivered item is damaged?

In the unlikely even of an item being damaged please contact our customer service team.

If it’s betweeen the hours of 9am & 5.00pm Monday to Saturday please phone 01638 712141 and you will be assisted immediately. If it is outside of these hours please email customerservice@thompsonhighsmith.co.uk and someone will contact you at the first opportunity.

In most circumstances a replacement will be dispatched straight away and the damaged item will be picked up.

 

How do you deal with my personal information?

You can view our privacy policy via this link.

 

Coupon Code Terms & Conditions

T&C’s * Minimum Spend £100 * No Maximum Limit * One coupon per user / postal address * Three items per coupon * Whilst stocks last * Discount does not apply to postage * Expires Monday 14th Jan 2019 * We reserve the right to refuse any sale where we feel the coupon offer is misused. * Staff & family members of Thompson & Highsmith cannot use this coupon