Frequently Asked Questions
We want you to be totally in the know, so we’ve compiled a few of our frequently asked questions to save you some time!
Answers to your frequently asked questions on everything from cancelling an order to out of stock items.
I only received a few of the items I ordered. What do I do now?
Get in touch! Make sure you have your order number and/or reference to hand (to speed up the process) and a member of our customer service team will be more than happy to help.
How do I amend/complete an incomplete order?
As above, get in touch with your order number ready to hand. In some cases, we can amend your order for you before it has been dispatched. However, in other instances, we may have to create a new order and cancel the old one – we’ll advise you on what we can do, don’t panic!
How do I cancel my order?
Contact us within 14 days of receiving your order and we’ll sort it out. Please do this within the time frame or you may not receive a full refund. A member of our team will, in the event that the order has not been sent, cancel it and refund your payment.
What should I do if my item arrives with incorrect or missing parts?
Give us a ring! When you call, please have to hand:
- Your order number and/or reference.
- Pictures of the incorrect item(s).
- Details of what you ordered and/or what precisely is missing.
For all delivery related questions, visit Deliveries
Returns & Refunds
If things go wrong, we've got you covered.
What is your returns and refund policy?
As long as the items are in the condition you received them and in the original packaging, please notify us of your intention to return them within 14 working days. Give us a call and we will arrange a return with our courier, who will contact you with further details. Click here to contact us with your order number and/or reference to hand and our customer service team will assist you in attaining a refund or replacement.
Which items am I able to get a refund for?
Please note that we can only offer a full refund on unused items. If upon return, the damaged products have been modified or have undergone any attempted installation, you may be liable for any costs of returning or redelivering the product that is not in the condition previously stated. If it is a genuine mistake, please click here to contact us and our customer service team will assist you. Please have to hand your order number and/or reference, pictures of the faulty item and details of what you ordered.
Within how many days of receiving the item(s) am I able to get a refund?
Please do this within 14 days of receiving your order or you may not be eligible to receive a full refund. Every soak.com product, with minor exceptions, comes with a free 10-year warranty that covers any manufacturing faults. Click here for more information on the soak.com 10-year warranty and those excepted products.
How long will it take to receive my refund?
We aim to have refunds processed and have the amount in your account within 7-10 working days after receiving the returned item. For your refund claim to be successful, the returned items should be in their original packing and unused.
When things go wrong, sometimes you need a helping hand.
I've spotted an issue with your website. How can I let you know?
Thankfully, our site runs smoothly the vast majority of the time. However, should you spot any gremlins that pop up, please contact us with details of the issue - including any links to the page(s) affected if possible.
What personal information about customers does soak.com gather?
How secure is the information held about me?
soak.com protects your privacy and information by using Secure Sockets Layer (SSL) software, which encrypts information you input. Credit card numbers are removed from our server immediately after the transaction has been made. It is important for you to protect against unauthorised access to your password and to your computer. Be sure to sign off when you finish using a shared computer.
What about Cookies?
We love them! With milk, preferably… Oh, you mean those cookies. Cookies - if you don’t know - are alphanumeric identifiers that we transfer to your computer’s hard drive through your web browser to enable our systems to recognise your browser and to provide features such as automatic login and permanent shopping carts for storage of items in your Shopping Cart between visits.
The “help” portion of the toolbar on most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether. However, cookies allow you to take full advantage of some of soak.com’s coolest features, and we recommend that you leave them turned on.
Guarantee & Payment
The lowdown on our 10-year Warranty and our payment terms.
How do I register my warranty?
You can register your warranty quickly and simply by logging into your account here. If you’re still having difficulty then get in touch with our customer services team for further assistance.
Are all the products sold on your website covered by your 10-year guarantee?
There are some products that are excluded from our 10-year warranty. They are:
- LED Shower heads, the LED light mechanism including bulbs
- Bulbs in Mirrors
- Electric Showers
- Shower Pumps
- Tap and Shower Cartridges
- Shower Hoses
- Toilet Seats
- Cistern Fittings
- Hinges on bathroom furniture
What method of payment do you accept?
There are a few different payment methods we accept, namely; Paypal, or Debit Cards. We accept most major debit and credit cards. All credit card orders will be delivered to the billing address only. Please do not send us your debit or credit card details via email as this form of electronic communication is not secure.
Is it safe to pay online?
Yes, soak.com takes online security very seriously, which is why we use only the most trusted payment providers. No cardholder information is ever passed unencrypted, so you can rest assured that important information can never be accessed.
PayPal is another way to pay for your online order. Your payment is recorded on your PayPal account and requested by soak.com. This means your details are never shared across the Internet. In addition, all communication to and from the PayPal is encrypted during transfer. PayPal’s electronic servers are heavily guarded, both physically and electronically.
Before being able to display this logo, soak.com has had to satisfy the demands of the IMRG (Interactive Media in Retail Group) accreditation process. This involves proving that we conduct business in a way that is legal, decent, honest, truthful and fair. We have also had our website and service monitored by the IMRG.
It is important for you to protect against unauthorised access to your password and to your computer. Be sure to sign off when you finish using a shared computer.
Can't find what you're looking for? View our product information.
Do you have a showroom I can visit?
At the moment, our business is a purely online one. This has its advantages as, without stores to run, our overheads are much lower; these savings are passed down to you. Should we change things and build a showroom, we will let you know immediately. All our products can be viewed 24 hours a day online, and we have all manner of high-quality images and videos so you can see exactly what you’re getting.
As a backup, we also have a 14-day guarantee system in place, in the unlikely event of our products not meeting your expectations.
Is it safe to install electric bathroom fittings?
Items have different settings and specifications depending on their power and where they can be fitted in the bathroom. Therefore, we would always advise the use of a qualified electrician to install electric items in your bathroom.
What water pressure do you recommend for your products?
This depends on the product and your system, and the combination of these factors, which include:
- Location of your boiler in relation to your bathroom.
- Gravity fed water system.
- Amount of appliances being used at the same time.
As those factors can reduce the pressure, we specify a minimum of a 1 bar at outlet on tap and 1.5 bar on showers. However, this is open to alteration. For example, if you add shower jets to your wet room, you will require a greater amount of water pressure to achieve optimum operation. Shower valves have a limit of no more than 5 bar. Lastly, all or products work best on a balance hot/cold pressure.
Do you provide instruction manuals with all your products?
Each product has installation booklets included. However, these may be generally about a product type e.g. close coupled toilet, rather specific for the range that you have purchased.