Delivery information

How lead times are calculated, where we deliver, and what to do when a pallet arrives.

Last updated: 9 September 2026

Where we deliver

We deliver throughout the United Kingdom. Standard carriage is free on qualifying orders over £500 (the threshold shown at checkout). Below that, the rate is calculated at checkout.

Scottish Highlands, Northern Ireland, Isle of Man, Channel Islands and some remote postcodes can take longer and may need a specialist carrier. We do not add an automatic remote surcharge on the site today — if your postcode needs a different service we will contact you before despatch rather than surprise you with a fee. If you are unsure, email the postcode before you order.

How the date on the product page is worked out

The available-from date on the product is the figure to use. It is calculated for that SKU from live stock and the depot that will send it (our warehouse or a UK partner such as a northern or Midlands distributor). Treat the table below as a guide only — it is not a second promise. If the product date and the table differ, the product date wins.

Washlets Direct ships from our own warehouse and from UK distribution partners. We use the fastest route we have for that line on the day you order. Some parcels leave from our warehouse; others go direct from a partner depot to your address. Delivery notes and vehicle livery may show the partner or the carrier rather than Washlets Direct. The goods, the invoice and the contract are still with us.

Guide only — available-from dates are shown on each product.

We do not promise next-day as a service name. In-stock lines are planned on 3 working days when you order before 1pm. If you need it sooner, call 0113 35 775 15 or email [email protected] with the SKU and postcode — we will say if a quicker despatch is possible that day. We will not show a faster date on the site unless we can keep it.

Cut-off is 1pm on working days. Orders after 1pm, at weekends or on bank holidays move to the next working day before the lead clock starts. Dates are estimates, not a guaranteed timed slot.

What the stock label means

Sets, kits and mixed parcels

A set is the WASHLET and its matching pan. A kit is that set plus the frame, connecting set, flush plate and, where the model needs it, the auto-flush motor. Frames and plates are also sold on their own.

Where every line on the order is In stock from the same source, we aim to despatch them together. Light accessories may still travel as a separate parcel.

How it arrives

A complete set or a pan on its own is normally sent on a pallet because of the weight. Most of those orders travel as a quarter- or half-pallet so the ceramic is braced and less likely to be crushed in a mixed load. That is a haulage service, not a small-parcel van. Please be in to receive it on the day we or the carrier give you. Pallet drivers normally need a signature and will not leave the load in a “safe place”. If nobody can take it in, they will usually move on to the next drop.

Pallet vehicles need clear access and space to offload at the kerb. Plan for two people to move a pan once it is off the tail-lift. We pass on tracking where that depot offers it. Many pallet services do not.

Frames are bulky but lighter, so some of those can go with a courier that handles large cartons. Accessories and other light parts usually go as a small parcel. Courier services more often have tracking, and they may leave with a neighbour or in a safe place and photograph the drop. That option does not apply to pallet deliveries.

Inspect on arrival

• Look at the carton before you sign.
• If it is crushed, torn or wet, photograph it (ideally on the vehicle) and write “damaged” on the driver’s device.
• Photograph the carrier label / batch sticker.
• Email photos to [email protected] as soon as you can — within 24 hours helps the carrier claim.
• Keep all packaging until the claim is closed.

The 24-hour request is for the carrier file. It does not reduce your rights under the Consumer Rights Act 2015 if a fault appears later. Full returns detail: Returns & refunds.

Failed delivery

If a pallet cannot be handed over, the haulier will typically take it back to the depot and rearrange. They do not treat that like a parcel “safe place” delivery. Repeated failed attempts can attract a redelivery fee, which we may pass on. Tell us before the day if you cannot take the delivery in so we can try to hold or rebook it.