Frequently Asked Questions
Q: What is the difference between ‘Regular Price’ and ‘Our Price’?
A: 'Regular Price' is what one would expect to pay for the product if sold at the price recommended by the manufacturer. 'Our Price' is what you pay at Aston Matthews. All prices include VAT. Aston Matthews originated as a trade outlet servicing builders and contractors, therefore our retail customers have always enjoyed lower 'trade' prices combined with expansive stock holding, expert staff and professional customer service. Where a product shows 'Our Price' only this is invariably because the manufacturer is highly protective of their brand and does not want price reductions 'advertised', however 'our price' is always highly competitive. We offer generous year round discounts online and in-store and we promise to beat any competitor’s quote on a like-for-like basis.
Q: What are your delivery charges?
A: When ordering products online or in-store for delivery in the United Kingdom, the delivery charge is dependent on the item(s) you are ordering and the delivery address. ‘Small items’ cost £9.95 including VAT for delivery to all UK postcodes. Small items include taps; mixers; accessories; toilet seats; heated towel rails, and spare parts, all of which can be despatched by ‘next day’ parcel service with full delivery tracking.‘Larger items’ include cast iron or steel baths; all ceramic items such as basins, WCs, and shower trays; large furniture items; and large items containing glass parts such as shower doors and enclosures, and mirrored bathroom cabinets. These may be delivered on our vans or by pallet service. Stock is held at our distribution centre in London, therefore we are able to deliver large items in London and the Home Counties at a lower cost than long distance deliveries. Here are some examples of delivery charges for large items (all including VAT): London £30; Oxford £50; York £80; Edinburgh £150. ‘Highlands and Islands’ - price on application. We consider our delivery charges to be highly competitive. Orders containing a mix of small and large items will be charged at the large item rate. Prior to delivery of large items we will contact you to arrange a convenient date. Please ensure you have adequate labour on site for offloading purposes.
Q: What is your Returns Policy?
A: If you are not happy with your purchase for any reason we will do our utmost to put that right, or we will provide a prompt, no quibble refund if you prefer. Read our Returns Policy: If for any reason you are not entirely satisfied with any product that you have purchased from us, you may return it to us, at your expense, within 30 days from the date of despatch, in original packaging and condition, and accompanied by a copy of your Order Confirmation. Provided that these conditions are met, we will refund the purchase price including the cost of postage. These conditions do not affect your statutory rights.
Q: Do you export?
A: If you are outside of the United Kingdom, we can arrange export shipments of bathroom fittings worldwide. Our comprehensive service includes packing, insurance, shipping and door-to-door delivery. If you are unable to visit our London premises to view and select bathroom products, but have specific requirements, please contact us to discuss your needs. If you are ordering online you will be asked to confirm your email address so that we may respond with a Quotation including shipping costs, as our comprehensive service includes packing, insurance, shipping and door-to-door delivery. Overseas customers in the European Community are invited to supply their EC VAT Registration number if applicable.
Q: Are all of your products available to order online?
A: All of our most popular ranges are available to purchase online. You can equip an entire bathroom in contemporary or traditional style with infinite design possibilities. If you have a special requirement, for example a ‘bespoke frameless shower enclosure’, please call us on 020 7226 7220 or send an email enquiry from the Contact page
Q: How do I order online?
A: From the appropriate product type or range page, select the item you are interested in by clicking on ‘view product’. When you are satisfied that it is the item you require - you can also change the quantity - simply click ‘add to basket’. This will add the item to your Shopping Basket. Where additional items are required for installation a page will appear with our recommendations, from where you may 'add to basket'.
To review the item(s) in your Shopping Basket (number of items and total price) simply click on 'Basket' at top right of site.
UK Customers: To place your order, click on 'proceed to checkout'. On the Secure Checkout page you will be asked to confirm your billing address and delivery address (if different). Your delivery charge, which is dependent on the items in your basket and the delivery postcode, will be calculated and added to the total cost.
You may checkout as a guest, or under a registered account. New customers may register from the Secure Checkout page, or register later. Registered customers may also use the Wishlist feature (please see below).
Then simply click on 'place order now' to be taken to the secure payment page where you can enter your card details and confirm the order.
Overseas Customers may click a link to display a dedicated export form.
Q: How do I use the ‘Wishlist’ feature?
A: Registered and non-registered customers may use the Wishlist feature. From the appropriate product type or range page, select the item you are interested in by clicking on ‘View Product’. Simply click ‘Add to Wishlist’. This will add the item to your Wishlist from where you can subsequently 'Add to Basket' and place your order. You can access your Wishlist at any time from a link at the foot of the site or the heart icon top right. You can also 'share' your Wishlist on social media or by email with a friend, family member, or installer.
Q: How do I know you've received my order?
A: As soon as you place your order a confirmation email will be sent to the address you have provided. We will check and process your order by the next working day. Despatch is prompt. If in unforeseen circumstances we are out of stock of an item, we will contact you immediately.
Q: How do I know my order has been despatched?
A: For ‘small items’ despatched by parcel service, you will receive notification of despatch by email and/or text. For ‘larger items’ delivered on our van we will contact you when the goods are ready to arrange a convenient date.
Q: Can I see your products before ordering? Do you have any stockists?
A: All of our products may be viewed at our showrooms.
Q: Do you offer Bespoke products?
A: We are able to offer Bespoke products as design solutions for many items where standard products do not fulfil the criteria.
Q: Do you install?
A: Aston Matthews does not install but we will be happy to assist you with your bathroom design, technical information and product compatibility. For advice on installers in your area, may we respectfully refer you to the Institute of Plumbing, telephone 01708 472791
Q: If I want to speak to someone, what are your opening hours?
A: Our office and Islington showroom can be reached on 020 7226 7220 and is open from 9.00am until 5.00pm Monday-Friday, and from 9.30am until 5.00pm on Saturdays. Our Guildford showroom can be reached on 01483 478 826 and is open from 9.00am until 5.00pm Thursday-Friday and from 9.30am until 5.00pm on Saturdays. We are closed on Bank Holidays, Easter Saturday, and over the Christmas and New Year period.
Q: How do I paint my cast iron bath?
A: Cast iron baths sold in the UK usually have a rough, unfinished exterior allowing you to paint the bath to match your décor. Aston Matthews has made it easy for you to customise your bath, as the majority of its cast iron baths are now available with a superior smoothed and primed exterior ready for you to just add that final coat of colourful paint at home, without all the time consuming preparation. Choose an oil based gloss or eggshell paint and a colour that co-ordinates with your bathroom scheme so that the bath blends in, or a colour that contrasts with the rest of the room to turn your bath into the focal point