Shipping policy

Shipping and delivery

Where we deliver

We deliver to UK addresses that are accepted at checkout. Availability and delivery charges can vary for Northern Ireland, the Scottish Highlands and Islands, the Isle of Man, the Channel Islands and other remote locations. If we cannot use the checkout rate for your address, we will contact you before dispatch and will not add any extra charge without your agreement.

Processing and delivery estimates

Product availability is shown on the product page or at checkout. In-stock products are prepared for dispatch as soon as reasonably possible. Some specialist items are supplied directly from Clesana’s European factory; please allow around 5–7 working days for dispatch. Products marked as backordered, pre-order or shipping soon will be dispatched when stock becomes available. We will contact you if a lead time changes materially.

A delivery estimate will be shown at checkout, in the product information or in your order confirmation where available. Unless we agree a different period with you, consumer orders will be delivered without undue delay and no later than 30 days after the order is accepted. If a delay becomes material, we will contact you and explain your options.

Delivery charges

Delivery charges are calculated and shown before you complete checkout. Charges depend on the item, destination and service selected. If an order contains several products, we may send them separately at no additional delivery charge unless agreed otherwise.

Tracking and receipt

Where tracking is available, we will send the details to the email address supplied with the order. Please check the delivery address carefully. We are not responsible for delay caused by an incomplete or incorrect address supplied by the customer, although we will make reasonable efforts to help.

Risk in the goods passes to a consumer when the goods are delivered to you or to a person you have identified to take possession.

Damage, loss or missing items

Inspect the packaging and goods promptly. If an item arrives damaged, incomplete or incorrect, email support@clesanacentreuk.com as soon as possible with your order number and photographs of the packaging and item. This helps us raise the issue with the carrier and provide an appropriate remedy. Your statutory rights are not affected.

Failed delivery and collection

If a delivery attempt fails, follow the carrier's instructions or contact us. Further delivery charges may apply where goods are returned because the address was incorrect, access was unavailable or the parcel was not collected, unless the failure was caused by us or the carrier.

Installation bookings

Delivery of a product and an installation appointment are separate unless your quotation states otherwise. Installation dates are confirmed directly and should not be inferred from a product delivery estimate. Do not arrange travel or dismantle an existing toilet until the installation booking is confirmed.

Contact

Email: support@clesanacentreuk.com
Telephone: 0330 122 5192

Last updated: 22 September 2026