Delivery & Returns

Deliveries

We've tried hard to create a unique delivery service, delivering most large items ourselves, direct to your door, at a time to suit you. Nobody likes taking a full day off work to wait in for deliveries so we have tried very hard to make sure you don't have to either!

We will always call you within 24 hours of placing your order to talk about your specific delivery requirements (so please let us have your telephone number when ordering) but as a guide, please use the following times:

• Small items (boxed things like taps, showers and accessories): 3-5 Days
• Large Items (palletised things like showers cabins, baths, pottery): 7-10 Days
• Airbath Products (made to order items): 3-4 weeks
  

In many cases, we may well be quicker than the stated guidelines (we will do our best!) but whatever happens, your items will be delivered when it suits YOU, not us!

One thing to bear in mind is that, in some circumstances, our suppliers may run short of certain products. If this happens, we will tell you as soon as we are aware of a problem. As per our terms and conditions, if this delay exceeds 14 days from your agreed delivery date, we will offer you a full refund without penalty.

The delivery window is considered to start the next working day after acknowledging receipt of your order. Orders placed at the weekend will have a delivery window commencing on a Monday (where a Monday is not a bank holiday).

We advise you NOT to book your installers or engage in any preparatory work until we have delivered all your goods. If any items are out of stock or you have bought a special order item, we will advise you of the specific delivery date to help you plan the installation as best you can.

We also insist that you check your delivery for shortages, damages and manufacturing faults whilst our driver is with you. We cannot be held responsible for any shortages, damages and manufacturing faults beyond 72 hours from the date of delivery of the goods. Please report any problems to either deliveryproblems@bighippo.co.uk or call (01423) 528 705 within 72 hours of receipt of your goods. We want to help you create the bathroom of your dreams, so the sooner you tell us of any problem, the sooner we can put them right.

Delivery will normally be made by a single driver who will place the goods in a location, within a reasonable distance from where the van is parked. However, the emphasis is on reasonable - the driver cannot be expected to walk down country lanes with the goods for example. To comply with Health & Safety regulations, the driver cannot lift heavy items on his own so it is essential that when taking delivery of heavy items such as and not limited to, shower cabins and baths that there is an able-bodied person available to assist our driver. They are lovely lads and we don't want to see them get hurt!

Returns - Unwanted, Damaged or Misdescribed Goods

Whilst we would hope that you will love everything you buy from us, we know that it is not always the case, which is why we feel we have a generous returns system.

By law, you have a "cooling-off" period of 7 days within which you can return any items without incurring a re-stocking charge. All non-defective items returned within our 30-day returns period but beyond the 7-day cooling off period will be subject to a 15% re-stocking charge.

All returns must be sent back with a fully completed returns form (sent with your order). Simply call us on (01423) 528 705 or email returnorder@bighippo.co.uk to receive your returns number. This must be done within 30 days of the receipt of your goods. We cannot accept returns after this point unless the item is faulty and backed by the manufacturer's guarantee.

Summercourt House

99 Bachelor Gardens

Harrogate

North Yorkshire