Frequently Asked Questions

Delivery

Do you offer a next day delivery service?

Two possible answers:

Next-day delivery service is available under a few conditions. The ordered items need to be in stock at the storehouse at the moment of placing the order. The buyer needs to place the order by 12 PM, and the order needs to be processed and completed by 3 PM. If all the terms are completed, your delivery will be scheduled for the following day.

At the moment, Letta London does not offer next-day delivery services. We work hard to provide a complete and safe delivery service to our customers, so we like to take our time in making sure all our deliveries are fully processed and in excellent condition before they arrive at your doorstep.

Can I choose the delivery date and time?

At Letta London we strive to provide the full customer experience and we will try to meet you halfway if possible. Leave your delivery date and time request when placing an order and we will do our best to deliver.

What is your two men white glove service?

Our two men white glove service is the perfect choice if you want to have a hassle-free delivery. This service will deliver your items on the arranged day and at the arranged time. Also, the service will unpack and dispose of any packaging (pallets, wrapping), and carefully carry the items to the room of your choice.

Rest assured that the two men white glove service will expertly handle the delivery process so that you can enjoy your new items peacefully.

My order arrived but I was not available. What should I do now?

We would urge you to make sure somebody’s home at the arranged delivery time so that we can successfully complete the process. If not, our courier will leave a note with contact information to arrange the next delivery. Some deliveries might require an additional delivery fee or re-booking. Contact us by sending an email to [email protected] for further information.

I still haven’t received my order. What should I do?

We’re sorry to hear that. Please feel free to contact us by sending an email to [email protected] and our staff will answer you in no time.

What should I do if some parts are missing from my order?

If some items or parts are missing from your order, or you have received faulty or damaged items, please contact us immediately. Send an email to [email protected], describing the problem in detail and providing photos if possible. Our team will contact you promptly.

How does standard delivery work?

Standard delivery takes 2 to 7 working days to be completed. Doorstep delivery is possible with additional charges, meaning that the charges vary depending on the purchased items. Upon placing an order, you will receive a confirmation email. When the order is ready to be dispatched from the storagehouse, our courier service will contact you to confirm the time of the arrival.

What should I do if I don’t receive all the ordered items?

Upon delivery, make sure to check if all items listed on the receipt match the ones in the package. If not, be sure to contact us at [email protected] to explain your problem. Additionally, if you have ordered multiple items from Letta London, they might not all be delivered on the same day. Always check the receipt to confirm the listed items with the received ones.

Can I order online and collect an item from the store?

Absolutely! When ordering online, you can select the option of picking up the items in our storefront at 762 Finchley Road in London. There are no additional charges when picking up the item from the store. Simply, make sure to follow the arranged time of the pickup and prepare the proof of purchase to showcase to our staff.

Will the delivery driver call me?

For standard delivery, you will receive a call from our courier to arrange a suitable time for delivery.

Can I modify an existing order?

Yes, you can. By calling our customer service or sending an email to [email protected] you can add items to a previous order. However, if the order has already been processed the possibility of adding items to the order will no longer be possible.

Do you deliver on a weekend?

Two possible answers: We offer a possibility of a Saturday delivery. Please select the specific delivery day (in this case — Saturday) when placing your order. Unfortunately, we do not offer a weekend delivery. If you place your order on a Thursday or Friday, please expect your order to arrive next week.

Do you deliver on holidays?

Our policy does not include holiday deliveries, but we can make an exception. Please contact us with all the details and we will try to meet you halfway.

Do you unload any items or help with installation?

Unfortunately, our delivery service does not help with installation. We will try our best not to require any help with unloading the items, but sometimes we might require help with unloading items from our delivery truck. However, by selecting the two men white glove service, you are choosing a safe unpacking and unloading process of the items with the possibility of carrying the items to the room of your choosing.

Can you leave my delivery with a neighbour if necessary?

Unfortunately, we cannot leave your delivery with your neighbours. Due to the size and overall cost of the ordered package, we need to make a person-to-person delivery.

How much does delivery cost?

For orders over £499, the delivery cost is free. For all other orders, we practice the standard delivery fees that you can check here.

Payment

What payment methods are available?

We accept all major credit card payments, as well as PayPal, and wire transfers.

My payment method has been declined. What can I do now?

Please check if all the information you’ve entered matches the information on your card. If that doesn’t work, please check if you have sufficient funds on your card to process the payment. If all fails, please contact our customer support and we will assist you further.

How can I place my order?

Placing an order on our website is quite simple. Merely browse through the website, select the items you want to order and put them in the basket. When you’re finished shopping, go to the basket and follow the instructions from there. Your order is complete when you receive a confirmation email.

Can I pay in other currency other than the British pound?

Yes, you can. However, we do not have control over the exchange rate. All prices are calculated in pounds, whether you’re paying in euros, dollars, etc.

Do you offer Finance?

Two possible answers: Yes, we do. For orders over £250, we offer numerous Finance options that you can double-check by clicking here. Unfortunately, currently we do not offer Finance to our customers.

How do I print a VAT invoice?

In order to print a VAT invoice, please visit the help centre, enter the necessary info, such as email address and order number, and click on Print VAT.

Do your prices include VAT?

Yes, all of our prices include VAT.

What finance options do you offer?

We offer three finance options to our customers. You can take your pick among Classic Credit, Interest Free Credit, and Buy Now Pay Later. For additional details, please click here or contact our support team.

Product

Where can I see specific product dimensions?

All our items have the Details tab where you can see specific dimensions and additional information about every product. You can find the Details tab by scrolling to the bottom of the item’s page.

Where can I find information on international deliveries?

For international deliveries please contact our customer service by sending an email to [email protected] or click here to see the list of the countries we deliver to.

Do you have a showroom?

Yes, we do! Visit us at 762 Finchley Road in North London. We are open everyday of the week and our friendly and helpful staff will gladly assist you. Feel free to roam around the store and find inspiration for your new bathroom. We display complete bathroom setups, so you can get the full picture of what you might need.

My items have disappeared from my online basket, what should I do?

We’re sorry to hear that. If the items have disappeared from your online basket, please try re-adding them. If the problem continues, feel free to contact us by sending an email to [email protected] and we will try to find a solution together.

Can I collect an item from you?

Yes, you can. When placing an online order, on the Delivery option please select the option to pick up the items from our showroom. We will send you an email confirming the date of your pickup.

How do I contact you?

You can always contact us by sending an email to [email protected]. We work tirelessly to provide prompt and detailed answers to all your inquiries. Similarly, you can also contact us by calling 020 3191 6444, and one of our friendly staffers will try to provide assistance immediately.

Who to contact if I have a product-specific question?

You can fill out a message form on our website by clicking here. If possible, provide a link to the product you’re asking about. Additionally, you can contact our staff by calling 020 3191 6444 or sending an email to [email protected].

I’m having trouble checking out. What should I do?

We’re sorry to hear you’re having trouble checking out. Please contact our customer support by sending an email to [email protected].

When will an item be back in stock?

If that information is not written on the item’s page, we apologise. Contact us by sending an email to [email protected] and we will answer you as soon as possible.

Do you have installation instructions?

The majority of our products arrive with specific installation instructions. However, if for some reason your product arrives without one, contact us and we will email you a copy promptly.

How do I know if the item is in stock?

If the item is not in stock, it will be written so on the item’s page. However, if you experience some issues trying to purchase the item, please contact us by sending an email to [email protected].

Do you have a catalogue?

Two possible answers: Unfortunately, we do not offer a catalogue. However, you can see our previous projects on Letta London’s website for some inspiration. Yes, we do. You can search through our online catalogue by clicking here. The catalogue offers an array of available products, bathroom renovation ideas, items on sale, and similar.

Can I order an item that is not currently in stock?

Yes, you can. Please contact our support staff to tell them about the item you’re interested in pre-ordering. The staff will let you know if it’s possible for the specific item to be ordered and provide you with additional details, such as an estimated delivery date.

Can I order products not listed on your site?

Yes, you can. We will try to offer our service and find the items of your choice elsewhere.

Return

What is your returns policy?

It’s possible to return an item to the store. Make sure that the item was not used or damaged and preserve the original packaging, as well as the receipt in case of a home delivery. If you’re unable to return the purchased item to the store by yourself, please contact us and we will arrange a pick-up with one of our couriers. If the item is in its original condition, we will refund you. Items made to size are not eligible for return, unless they’re faulty.

How do I cancel my order?

You can cancel your order up to 14 days after placing it. Simply contact us via telephone or email, provide us with order details and we will cancel the order for you. If the order you want to cancel was already delivered to your home, you have 12 days upon delivery to cancel it. Please note that the items need to be in their original packaging and not damaged.

I have received a damaged item. What should I do?

Upon delivery, make sure to inspect the received packages in detail. If you notice any irregularities, please notify us immediately. You can contact us by sending an email to [email protected]. Please include a detailed description of the damaged product and provide us with photos.

How do I return something to you if I live in the UK?

You can return the item by bringing it to our store at 762 Finchley Road. If you’re unable to bring the item to the store, contact the customer support team and we will arrange a courier service to pick up the item.

What is your return address?

If you need to return an item, you can return it to our showroom at 762 Finchley Road.

What should I do if I have an incorrect item in my order?

If you have noticed an extra item or a misplaced item in your order, please contact us immediately by emailing us at [email protected]. We will resolve the issue as soon as possible.

Can I exchange an item?

Yes, you can. We offer a reasonable exchange policy for any item. Contact our team by telephone or email us at [email protected] and we will make sure that you are entirely happy with your purchase.

Have you received the items I have returned to you?

Check with your courier to see how long it takes for the items to reach us. From the moment we have received the returned items, we will need 7 to 10 days to process the refund.

How long do returns take to process?

Typically, returns take 7 to 10 business days to process. However, it’s always safer to contact the courier service and check the exact date and time.

Do you offer a collections service?

Unfortunately, we cannot offer a collection service for unwanted items.

Can you pick up a return from me?

Yes, we can. Please contact us by calling 020 3191 6444 and our courier service will arrange for a pick up date.

I have more queries regarding returning an item, who should I ask?

For additional queries, please email us at [email protected] or contact us by calling 020 3191 6444.

Promotion

Where do I enter my discount code?

When on the basket page, look for the box at the bottom right corner where you can enter the discount code.

Why isn't my discount code working?

All promotions are available for a limited amount of time. Check to see if your discount code has expired. If not, please contact the customer support to assist you further.

Do you offer discounts for businesses?

Yes, we do. For more information and exact discount prices, please contact our customer support or click here.

Trade

Do you offer a next day delivery service?

Yes, we do. However, to qualify for next day delivery service, you need to place an order until 12 PM, and the order needs to be processed until 3 PM. Additionally, the ordered items need to be in stock at our storehouse at the moment. If all the conditions are not fulfilled, we are sorry to say that next day delivery service will not be possible.

Who deals with Trade orders?

Trade orders are dealt with by our expert trade team of agents. You can contact them via email or by telephone. You can also apply for a Trade account by filling in this form.

Do you offer trade discounts?

We are always happy to meet our customers halfway and offer them amazing discounts regularly. Additionally, we offer trade discounts for businesses, so please sign up for a business trade account. For more information, please email or telephone us.

International Order

Do you deliver internationally?

Much to our delight, our international delivery service has started to operate! Click here to check the list of countries we currently ship to. However, if your country isn’t on the list, we may still be able to process your order. Please, contact our team by emailing us at [email protected]. International shipment fees depend on the order. Smaller orders will be processed immediately and you will be presented with an estimated shipment cost. For larger orders, please contact us.

Can I pay in euros?

Yes, you can. However, we do not have control over the exchange rate. All prices are calculated in pounds regardless of the currency of your choice.