Frequently Asked Questions

WHO CAN ORDER FROM TUO BATHROOM? 

Anybody can order from Tuo Bathroom. We offer our customers a wide range,  from DIY to trade professionals and building contractors.

DO I HAVE TO REGISTER ON YOUR WEBSITE? 

No, you don’t have to register, however, if you register, you will be able to view your previous orders, save and edit your billing and shipping addresses, update payment methods and return to previously saved shopping baskets. 

I’VE FORGOTTEN MY PASSWORD, CAN I RESET IT? 

Yes, if you have forgotten your password, click here to reset it:

My Account

HOW CAN I PAY FOR MY ORDER? 

Payments can be conveniently made through our online checkout page. We accept a wide range of payment options, including all major credit and debit cards, including American Express. Additionally, we provide alternative payment methods like bank transfers, Google Pay, Apple Pay, TWO Payments and SuperPayments.

Opting to pay with SuperPayments comes with a special benefit – a 1.5% cash reward will automatically be deducted from your next purchase with us. As a welcoming gesture to new SuperPayments users, we offer a £5 bonus. Once your order is placed, you’ll receive an automatic sign-up email. You have seven days to download and register the cash reward with the Super app, which takes about 30 seconds.

Please be aware that if you register on the 8th day or later or fail to register with the SuperPayments app, your Cash Rewards will expire. Once successfully signed up, the cashback reward remains valid for 12 months. Upon receiving your order, you’ll receive an automated email from us containing your order details, the amount due, and our bank information. Once your payment is received, we will promptly process your order.

WHAT IS A MINIMUM ORDER VALUE? 

There is no minimum order value. Delivery cost for orders under £750 inc VAT is £18 inc VAT, which applies to the green areas on the map below. Free delivery is available for orders above £750 inc VAT in our standard (green) delivery area.

Orders for delivery outside our standard delivery zones must exceed a minimum order value of £500.00 inc VAT.

CAN I COLLECT IT FROM YOUR WAREHOUSE? 

Unfortunately, we don’t offer a collection service. 

CAN I ADD IT TO MY EXISTING ORDER? 

Most likely, you won’t be able to, as orders are processed quickly for dispatch ASAP. You will be able to add to your order if it hasn’t yet been picked up and is ready to leave the warehouse. Please call us on 0204 525 7662 or email [email protected] for assistance. 

AM I ABLE TO GET A QUOTATION? 

To obtain a quotation, email our sales team via [email protected] You will need to provide the name or a code of the products you are after, quantities and delivery information for a full quote. 

HOW DO I OBTAIN AN INVOICE FOR MY ORDER?

We send invoices to the email address stated in the order once the order gets processed. If you require a copy of the invoice, please email the support team at [email protected] to request one. 

CAN I BUY YOUR PRODUCTS AT A ZERO RATE VAT IF I AM A DISABLED PERSON? 

If a VAT registered contractor is carrying out the work for a disabled person – we have to sell our products with VAT and then the contractor will deduct the VAT from their bill to the customer. If it’s a non-vat registered contractor – we can sell the goods to a disabled person, but we need an eligibility declaration and evidence from the contractor that they are being paid to do eligible work for the disabled person. If a disabled person is doing the repairs/installation himself/herself, VAT is fully payable. 

CAN I PLACE AN ORDER OVER THE PHONE?

You can place an order over the phone however, we are unable to take payments over the phone. We can take all the details i.e. products required, billing and delivery details, and create a manual invoice containing a payment link which we will send to you by email. The link will take you to our website checkout page, where payments have to be made. We accept all credit and debit cards, including American Express. We also offer alternative payment methods such as bank transfer, Google Pay and Apple Pay.

DO YOU DELIVER ON WEEKENDS?

Unfortunately, we do not operate on weekends.

DO YOU OFFER NEXT DAY DELIVERY?

Majority of products will be available for next day delivery to most parts of the UK. However, delivery date has to be chosen by the customer. Once the order has been placed, a text message will be sent to the mobile number provided in delivery details, prompting to follow the link to choose your delivery date. Please note – the customer must follow the sent link and choose a suitable delivery date. If a delivery date hasn’t been chosen, the order will not get scheduled for delivery. 

CAN YOU DELIVER OUTSIDE THE UK?

We do not offer delivery outside of the UK at present.

WHEN WILL I KNOW MY DELIVERY DATE?

Once the order has been placed and processed, a text message will be sent to the mobile number provided in delivery details, prompting to follow the link to choose your delivery date. Please note – the customer must follow the sent link and choose a suitable delivery date. If a delivery date hasn’t been chosen, the order will not get scheduled for delivery. 

HOW MUCH DOES DELIVERY COST?

£18 inc VAT delivery charge for orders under £750 inc VAT delivered to most of the UK, except parts of Scotland. Free delivery cost for orders over £750 inc VAT  to standard delivery areas. Please see the Delivery Information Page for delivery zones and further details.

Delivery charges for areas outside our standard delivery zones are calculated individually depending on the order and location. Please get in touch with us for a quote and lead time for delivery outside our standard delivery zone.

WHAT HAPPENS IF I AM NOT HOME FOR MY DELIVERY?

We advise customers to be at the delivery address on the day of the delivery so that the order can be accepted, assessed and signed for.

WHAT IF MY DELIVERY IS LATE?

Deliveries will be made between 7am and 6pm Monday to Friday (excluding Public & Bank Holidays) and where reasonably possible, in line with our trading hours. We always aim to deliver on the delivery date we provide and deliver orders within the lead times advertised at the time of purchase on our website. Building Materials Wholesale LTD (Tuo Bathroom) may not be held liable for any failure to deliver by any stated time or date or any consequential loss resulting from late delivery that could happen in various unforeseen situations that can occasionally occur.

HOW DO I RETURN MY ORDER? I HAVE ORDERED THE WRONG PRODUCT

We hope you’ll be pleased with your purchase. If you should change your mind and wish to return anything purchased online from us we’ll be happy to refund or exchange the goods, provided the return is made in accordance with the Returns and Refunds policy. 

WHAT IS THE RETURN PROCEDURE?

After forwarding us a couple of images of the goods you wish to return and providing a reason for this return, we’ll arrange a collection with the delivery partner. Please note the goods must be in original packaging and be sent back in the same condition as they were received. Once items have been confirmed back in the warehouse and inspected, we’ll process the refund after deducting applicable charges, if any.

WHAT DO I NEED TO CONSIDER WHEN ACCEPTING MY DELIVERY?

1. All deliveries delivered by Tuo Bathroom by default are delivered to kerb side only, however, mostly, where and if accessible, drivers will help with offloading.
2. Some deliveries may require your assistance with offloading of products, depending on the weight of the items delivered.
3. At the time of delivery, customers must check all products for any sign of packaging or product damage and check the number of products delivered against the delivery note. In the rare occasion, if products in their packaging arrive damaged, report the damage to the driver and our customer service team. If possible, take a picture of the damaged  items and refuse delivery. Any damages and missing items must be clearly noted on the driver’s delivery note, and Tuo Bathroom must be informed immediately.
4. You should report any damaged or missing products within five (5) days of delivery to our Customer Service Team on 0204 525 7662 or by emailing [email protected]. Please note that we will not be responsible for any damaged or missing products under delivery which are not reported within this time.
5. Deliveries require a signature as acceptance of the accuracy and quality of the products delivered.

WHEN WILL I RECEIVE MY REFUND ONCE THE MATERIALS HAVE BEEN COLLECTED?

Once the warehouse has confirmed that items have been returned, they have been inspected, and the quantity is confirmed, we will then process the refund back to your original payment method. The refund should reach your account within 3-10 working days.

WHY IS BUILDING MATERIALS WHOLESALE OFFERING TWO PAYMENTS?

Building Materials Wholesale is partnering with the best finance providers to give you more flexible credit options when paying for goods and more time to pay. That’s why we partner with Two, the Buy Now, Pay Later payment method for businesses.

HOW DOES TWO PAYMENTS WORK?

Purchasing with Two comes at no extra cost to you and allows you to check out in just a few seconds. All you need to do is enter your company name and your company’s invoice email address. Two sends the invoice directly to your company, and you have 30 days to pay the invoice.

WILL THIS AFFECT MY CREDIT SCORE?

Before you can start paying later with Two, they will perform a soft credit search on your business to check if you’re eligible. These kinds of searches have no impact on your credit score.

WHAT IS TWO?

Two has been specifically designed for merchants, by merchants. Two helps businesses grow by removing credit risk, losses, and the delay in payment for products sold. The Two team is leading the way to a brighter future for B2B payments with their experience from large banks, B2B e-commerce, lending, and payments.

WHAT DOES IT COST?

There are no extra fees and 0% interest if you pay with Two, as long as you settle your invoice when it’s due.

• Two takes care of all the paperwork – they send the invoice directly to your company
• Purchase in one click
• Save that credit card for when you really need it
• Purchases via Two have no impact on your company’s other lines of credit

WHEN PURCHASING WITH TWO, WHY DO I HAVE TO VERIFY WITH YAPILY?