At Duravit Store, we combine timeless bathroom elegance with modern convenience, just as our vintage-inspired basin mixer taps blend classic design with contemporary functionality. Our shipping and returns policy reflects this same commitment to quality and customer satisfaction.
Shipping Information
Order Processing
We handle each order with the same care we apply to crafting our backlit mirrors:
- Processing time: 1-2 business days
- Dispatch days: Monday-Friday (excluding public holidays)
- You’ll receive tracking information once your order ships
Shipping Options
Choose the delivery option that suits your needs, just as you would select between our 2 or 3 hole basin tap sets:
Standard Shipping – £12.95
- Carrier: DHL or FedEx
- Delivery time: 10-15 business days after dispatch
- Includes tracking and insurance
Free Shipping (Orders over £50)
- Carrier: EMS
- Delivery time: 15-25 business days after dispatch
- Includes basic tracking
Please note: We currently cannot ship to certain remote areas and parts of Asia. Delivery times may vary during peak periods or due to circumstances beyond our control.
Returns & Exchanges
Our returns process is designed with the same attention to detail found in our bath shower mixers – straightforward and efficient.
Our Return Promise
We offer a 15-day return window from the date of delivery for most items in their original condition.
Non-Returnable Items
For hygiene reasons, we cannot accept returns on:
- Basin wastes and bath wastes
- Any opened sanitaryware items
- Products without original packaging
Return & Exchange Process
Returning an item is as simple as operating our basin pillar taps:
- Initiate Your Return
Within 15 days of receiving your order, email us at [email protected] with your return request using our template below. - Receive Authorization
We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions. - Package Your Items
Securely repackage the items in their original packaging, including all accessories and documentation – just as carefully as we package our back-to-wall baths for shipping. - Ship Your Return
Send the package to our Edinburgh facility using a trackable shipping method. The customer is responsible for return shipping costs unless the return is due to our error. - Inspection & Processing
Once received, our team will inspect the items (with the same precision we apply to our bath screens) and process your refund or exchange within 5 business days.
Refund Timeline & Methods
Refunds are processed with the same efficiency as water flows through our bar valves:
- Processing Time: 5 business days after we receive and inspect your return
- Payment Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Bank Processing: Depending on your financial institution, it may take 3-10 business days for the refund to appear in your account
Exchange Process
If you’d like to exchange an item (perhaps swapping a 2-hole basin tap set for a 4-hole set), please follow the return process above and include your exchange request in your initial email. We’ll process the exchange once we receive your original item.
Return Request Template
To initiate your return or exchange, please email [email protected] with the following information:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Duravit Store Team,
I would like to request a [return/exchange] for my order #[Your Order Number] placed on [Order Date].
Details of item(s) to return/exchange:
- Product Name: [e.g., Back to Wall WC Unit]
- Product Code/SKU: [if available]
- Quantity:
- Reason for return:
For exchanges, please specify the replacement item you would prefer:
- Product Name:
- Product Code/SKU:
I confirm that the item(s) are in their original condition with all packaging and accessories included.
Please send the return instructions and RMA number at your earliest convenience.
Best regards,
[Your Full Name]
[Your Contact Number]
[Order Shipping Address]
Damaged or Incorrect Items
If you receive a damaged item or incorrect product (such as a bath pillar tap instead of the mixer tap you ordered), please contact us immediately at [email protected] with photos of the product and packaging. We’ll arrange for a replacement or return at no cost to you, with the same care we take when designing our basin frames & brackets.
Contact Us
Our customer service team is as ready to assist as our bath front panels are ready to enhance your bathing experience. For further assistance, please contact us at:
Duravit Store
83 Forrest Rd, Edinburgh, GB EH3Y 8HD
Email: [email protected]
We appreciate your trust in Duravit Store for your bathroom essentials, from back-to-wall toilets to bath shower mixers, and we’re committed to making your shopping experience as refined as our products.