Our Commitment to Excellence
At Villeroy Shop, we understand that creating your perfect bathroom space requires premium products and reliable service. Our shipping and returns policies are designed to provide you with complete peace of mind while ensuring the highest standards of quality and customer care.
Shipping Information
Order Processing Time
All orders are processed within 1-2 business days from the date of purchase. You will receive a confirmation email with tracking information once your order has been dispatched.
Shipping Methods & Delivery Times
| Shipping Method | Cost | Delivery Time | Best For |
|---|---|---|---|
| Standard Shipping DHL or FedEx |
£12.95 | 10-15 business days after dispatch | Faster delivery to most global destinations |
| Free Shipping EMS |
Free for orders over £50 | 15-25 business days after dispatch | Budget-friendly option for larger orders |
Please Note: We ship worldwide except to certain remote areas and specific Asian regions. Delivery times may vary depending on customs clearance and local postal services.
Returns & Exchanges Policy
Key Policy Highlights
- 15-day return window from delivery date
- Products must be in original, unused condition
- Free returns for defective or incorrect items
- Refunds processed within 10 business days
- Simple 4-step return process
Return & Exchange Eligibility
| Product Category | Return Conditions | Timeframe |
|---|---|---|
| Electric Showers (9.5 kW, 10.8 kW) | Unopened, in original packaging | 15 days from delivery |
| Shower Systems (1, 2, 3 Outlet) | Unused, all components present | 15 days from delivery |
| Shower Enclosures (All sizes & glass thickness) | Unassembled, packaging intact | 15 days from delivery |
| Shower Doors (1200mm) | Uninstalled, no scratches or damage | 15 days from delivery |
| Baths (1400mm, 1600mm, 1800mm) | Uninstalled, protective film intact | 15 days from delivery |
Non-Returnable Items
Due to hygiene and safety considerations, the following products cannot be returned or exchanged unless they are defective:
- Opened electric shower units
- Used shower diverter valves
- Custom-cut or assembled glass shower enclosures
- Products with removed protective packaging
- Items showing signs of installation attempts
4-Step Return Process
Step 1: Submit Return Request
Within 15 days of receiving your order, email us at [email protected] with the following information:
- Your order number
- Product name and quantity
- Reason for return
- Preferred resolution (refund or exchange)
Step 2: Receive Authorization
We will respond within 2 business days with:
- Return authorization number
- Shipping instructions
- Return address
Step 3: Package and Ship
Carefully repackage the item in its original packaging with all accessories and documentation. Include the return authorization number on the outside of the package.
Step 4: Confirmation and Resolution
Once we receive and inspect your return, we’ll process your refund or exchange within 10 business days.
Refund Information
Refund Processing Timeline
- Initial processing: 3-5 business days after we receive your return
- Bank processing: 5-7 business days for the refund to appear in your account
- Total timeframe: Typically 10 business days total
Refund Method
Refunds will be issued to the original payment method used for purchase:
- Visa, MasterCard, JCB: Refunded to your card
- PayPal: Refunded to your PayPal account
Note: Shipping costs are non-refundable unless the return is due to our error (wrong item shipped or defective product).
Exchange Process
For exchanges, follow the same process as returns. Once we receive your returned item, we will ship the replacement product. Standard shipping charges apply for exchanges unless the exchange is due to our error.
Exchange shipping times match our standard delivery times: 10-15 days for DHL/FedEx or 15-25 days for EMS.
Defective or Damaged Products
If you receive a defective or damaged product:
- Contact us within 48 hours of delivery at [email protected]
- Include photos of the damage or defect
- Provide your order number and product details
- We will arrange a free return and replacement at no additional cost to you
Contact Us
If you have any questions about our Shipping & Returns policy, please don’t hesitate to contact us:
Email: [email protected]
Address: Villeroy Shop, 55 King St, Belfast, GB CH1H 5TY
We typically respond to all inquiries within 1-2 business days.
This policy is subject to change. Please check back periodically for updates.