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Mainland UK

TimescaleCostDelivery Method
3-4 Working DaysFREE on orders over £60DPD (Tracked)
3-4 Working Days£6.50DPD (Tracked)
Next Working Day*£7.50DPD Next Day (Tracked)
4-5 Working Days£3.95Royal Mail 2nd Class (Untracked)**

Non-Mainland UK

Highlands & Islands only.

TimescaleCostDelivery Method
3 Working Days* £12.00Courier (Tracked)
5-7 Working Days£3.95Royal Mail 2nd Class (Untracked)**

* For Next Day Delivery, the order must be placed by 12 noon the day before. If the order is placed after 12 noon on a Friday or anytime on a bank holiday, it will not be dispatched until the next working day and therefore will not be delivered on the next working day after the order has been placed. Monday to Friday are classed as working days.

** Royal Mail deliveries cannot exceed 2kg in weight, if the delivery exceeds this weight the option will not be available at the checkout.

OTHER DESTINATIONS

Due to shipping and customs restrictions, unfortunately we cannot currently process orders for Northern Ireland, Channel Islands or the Isle of Man. European or international destinations online. Orders can however be placed over the phone by calling our Customer Service team.

Delivery Information

What are your delivery charges?

This depends on the delivery option and destination. Delivery is free for UK Mainland orders over £60. View full delivery information here.

How much do I need to spend to get free delivery?

UK Mainland customers benefit from free delivery on orders over £60, for orders under £60 delivery charges will depend on the delivery option chosen. View full delivery information here.

When will I receive my order?

This depends on the delivery option and destination, view full delivery information here.

Delivery to the UK Mainland and Non-Mainland UK takes between 3-7 working days, depending on the delivery method chosen. Next Day Delivery (UK Mainland only) can be selected at the checkout at an additional cost, to guarantee delivery for the next working day the order needs to be placed by 12 noon the day before. If a Next Day Delivery order is placed after 12 noon on a Friday or anytime on a bank holiday, it will not be dispatched until the next working day and therefore will not be delivered on the next working day after the order has been placed. View full delivery information here.

How do I know that my order has been dispatched?

You will receive an email confirmation as soon as the order is placed. Once dispatched a further email will be sent to tell you it’s on its way, please refer to the delivery timescales here

If you have not received a dispatch email within three working days after ordering, please check your junk/spam folder and any secondary email addresses you may have used before contacting Customer Services.

For Next Day Delivery orders placed between Monday – Thursday (before 12 noon), orders will be dispatched the same day. For Next Day Delivery orders placed between Thursday (after 12 noon) – Sunday (before midnight) the order will be dispatched on Monday. If a Next Day Delivery order is placed after 12 noon on a Friday or anytime on a bank holiday, it will not be dispatched until the next working day and therefore will not be delivered on the next working day after the order has been placed. View full delivery information here. 

What do I do if I haven’t received my order?

If your order hasn’t been received within the time stated on the dispatch email, please let us know by contacting Customer Services. If you have chosen a tracked courier service, we can then update you by tracking the order.

How do I track my order?

If your order is sent via DPD Tracked then you can track your order from the information sent directly from DPD via text message or email. If you have selected Royal Mail 2nd Class (Untracked), your order cannot be tracked. Please note the courier may not post tracking information online for up to 24 hours after the order is dispatched. 

Do you offer next day UK delivery?

Yes, we offer Next Day Delivery to UK Mainland customers. This can be selected at the checkout at an additional cost, to guarantee delivery for the next working day the order needs to be placed by 12 noon the day before. If a Next Day Delivery order is placed after 12 noon on a Friday or anytime on a bank holiday, it will not be dispatched until the next working day and therefore will not be delivered on the next working day after the order has been placed. View full delivery information here. 

Do you deliver overseas?

Due to shipping and customs restrictions, unfortunately we cannot currently process orders for Northern Ireland, Channel Islands, Isle of Man, European or international destinations online. Orders can however be placed over the phone by calling our Customer Service team. Please note, due to postage restrictions on products containing alcohol, unfortunately we cannot ship all products to some overseas destinations. These products are our room diffusers, hand sanitisers, eau de parfums, colognes and fragrance discovery sets.

Are there extra charges for overseas destinations?

Due to shipping and customs restrictions, unfortunately we cannot currently process orders for Northern Ireland, Channel Islands, Isle of Man, European or international destinations online. Orders can however be placed over the phone by calling our Customer Service team. Please note, due to postage restrictions on products containing alcohol, unfortunately we cannot ship all products to some overseas destinations. 

Due to Brexit regulations overseas orders may require extra Handling Charges at point of delivery, plus a VAT charge and/or customs charges, depending on the destination. These charges can be discussed with our Customer Service team when placing your order but we cannot guarantee what you may be charged by the local courier and/or customs in the delivery country.

Do you deliver to the UK, beyond mainland destinations?

We can deliver to Highlands & Islands only, unfortunately we cannot currently process orders for Northern Ireland, Channel Islands or Isle of Man. View full delivery information here.

Returns & Refunds

Can I arrange a return or exchange online?

We do hope that you are delighted with your order but if for some reason you are not, we have set out below a summary of your rights in the event that you wish to return a product.

Purchases can be returned within 28 days of receipt. Please note that a full refund will only be provided for products returned unopened and in their original packaging, and returned with care using all the original outer packaging or a suitable alternative. Products must be returned to Bath House, The Grain Store, Sedbergh, Cumbria, LA10 5HF.

Unless the goods are faulty, return shipping and handling charges are the customer’s responsibility and the original postage costs will not be refunded. When you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. Customers wishing to return fragrance items are advised to check any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.

Please contact Customer Services and provide your order number and reason for return. We will then send you a return form via email to send back with your returned order. Upon receipt of your returned items we will issue a refund for the price you originally paid for the product. This will be credited through the same method of payment originally used. For any exchange we will dispatch a replacement promptly, depending on stock availability. You will receive confirmation of your refund / exchange via email.

If my purchase is faulty or damaged, how do I arrange a return or exchange online?

If your Bath House purchase arrives and it is faulty or damaged, please contact us. We will examine the issue and then confirm whether it is faulty or damaged. If it is faulty or damaged we will provide you with a return authorisation number and instructions for returning your purchase at our expense. Upon receipt of your return, we will issue a refund for the price you paid for the product and the original postage cost to the original purchaser’s method of payment on the same working day we receive the returned goods. For an exchange we will dispatch a replacement when we receive the returned goods. Faulty or damaged purchases must be reported within 28 days of receipt. You will receive confirmation of your refund / exchange via email.

Have you received my returned goods?

We’ll keep you informed and will contact you by email to let you know when your goods have been returned.

I’ve returned my order, how long will it take to exchange?

We will endeavour to dispatch on the same working day we receive the returned goods, depending on stock availability.

I’ve returned my order, how long will it take to refund?

Refunds will be requested on the same working day we receive the returned goods. We will issue a refund for the price you paid for the product to the original purchaser’s method of payment.

Can I return an item I didn’t purchase at www.thebathhouseshop.co.uk?

If you have purchased a Bath House product from another shop other than an official Bath House store, they will have their own returns policy so please contact them directly. 

Items purchased in our own stores can be returned to via post for a refund within 28 days of purchase. Please contact Customer Services and provide proof of purchase and reason for return. We will then send you a return form via email to send back with your returned order. 

Please note that a full refund will only be provided for products returned unopened and in their original packaging, and returned with care. Products must be returned to Bath House, The Grain Store, Sedbergh, Cumbria, LA10 5HF. Unless the goods are faulty, return shipping and handling charges are the customer’s responsibility and the original postage costs will not be refunded. When you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. Customers wishing to return fragrance items are advised to check any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.

Upon receipt of your returned items, the store where the purchase was made will then contact you directly to arrange for your refund to be processed, with the same method of payment originally used at purchase. Our stores are located in Kirkby Lonsdale, Ambleside, Bowness, York, Ilkley or Knutsford. For an exchange, we will dispatch a replacement promptly, depending on stock availability. 

Can I return an item I purchased on www.thebathhouseshop.co.uk to your stores?

We cannot refund or exchange items bought online to our stores. If you would like to arrange a return of an item you have bought online, please contact us to arrange the return via post. We will provide you with a return authorisation number and shipping instructions for the return of your purchase. Purchases can be returned within 28 days of receipt and must be unopened and in their original packaging. Purchases must be returned with care using all the original packaging or a suitable alternative. The item/s are your responsibility until they reach us. Please note that unless the goods are faulty, return shipping and handling charges are the customer’s responsibility.

What is your returns policy within your stores?

In our stores in York, Ilkley, Kirkby Lonsdale, Ambleside, Bowness and Knutsford a refund will be offered on all products if returned in perfect condition within 28 days of purchase and accompanied by a receipt. For hygiene and safety reasons toiletry products must be returned in their original unopened packaging for us to be able to offer a refund, unless they are faulty.

If I receive a gift from a friend, can I return it?

Yes, with a valid receipt. For hygiene and safety reasons products must be unopened and in their original packaging returned with care using all the original packaging or a suitable alternative. Unless the goods are faulty, return shipping and handling charges are the customer’s responsibility and the original postage costs will not be refunded.

If you would like to arrange a return of an item you have bought online please contact us.