Help & FAQs

As soon as we receive your order, we'll send out confirmation to your email address, this just means we've received your order in our system and we've pre-authorised your payment method ready for your purchase.

If you recently placed your order and didn't immediately receive a confirmation email from us, then there might be a few issues we can look into:

Our emails might be going to your junk or spam folder

There might have been a misspelling when you entered your email address during checkout

Your email server has very strong spam filters and is identifying our emails as spam so the emails aren't going through.

To be on the safe side, we encourage our customers to provide an alternate email to support@thetapcollection.co.uk

For some of our deliveries, our couriers require a contact number to ensure the smooth delivery of your order. We won't give it to anyone else, it’s kept private and confidential. Plus if there are any issues with your order we can contact you quickly and easily.

Absolutely. The Tap Collection strives to provide our customers with a safe and smooth customer experience. This site uses SSL encryption technology so that you never have to worry about credit card safety.

All orders placed by 3PM GMT on a business day will usually be processed within 24 hours.

Orders placed after 3PM GMT or outside business hours will be processed the next business day.

We’re an online-only business. This helps us offer beautiful products at accessible prices. If you have any questions or need extra images, our friendly team is happy to help.

Yes we do - we offer Klarna and PayPal Pay in 3 at checkout, allowing you to split your purchase into three interest-free payments with no fees, subject to approval.

Yes, we can accommodate bulk and wholesale orders for selected products and projects.

If you’re purchasing multiple items for a trade, commercial, renovation or development project, please request a quote with the products and quantities you require.

Depending on the order size and brand, we may be able to offer tailored pricing, lead-time information and product recommendations.

We deliver anywhere in the UK (United Kingdom) mainland.

There may be additional charges for the 'offshore domestic regions' and ‘Scottish Highlands’: Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands and Northern Ireland.

If your address is outside of the UK mainland please email us at support@thetapcollection.co.uk for a delivery quote.

Yes — we offer free mainland UK delivery on all orders.

Orders are processed within 24 hours (Monday to Friday) and typically arrive within 1–4 business days. Please note that offshore regions and the Scottish Highlands may incur additional charges.

No sorry, currently we only deliver within the United Kingdom.

We deliver anywhere in the UK (United Kingdom) mainland.

Free shipping on all orders.

No Hidden Fees: All costs are clearly stated at checkout.

There may be additional charges for the 'offshore domestic regions' and ‘Scottish Highlands’: Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands and Northern Ireland.

If your address is outside of the UK mainland, please email us at support@thetapcollection.co.uk for a delivery quote.

After placing your order, it typically takes 1 business day to process your order provided you ordered before the 3PM cut-off time. If this timeframe has passed, please contact our customer service.

Orders placed on weekends are processed the next business day.

Our estimated delivery times for in-stock items are 1-4 days.

For accurate information, please always check the product pages before placing an order.

Please Note: Delivery times are estimates and may vary due to external factors such as weather conditions and transportation issues.

Unfortunately not, we cannot deliver to PO Boxes.

Once your order has been shipped, you will automatically receive a Track & Trace code. Please also check your spam folder, as our emails sometimes end up there. Note that it may take some time for your Track & Trace link to become active.

You can track your order using the Track & Trace number you received via email. Note that it may take some time for your Track & Trace link to become active.

Please visit our Returns & Refunds page for further details.

We would always say check first, then book. Nearly every order arrives in perfect condition, but transit damage and missing parts do happen from time to time, and the worst moment to find out is when your old tap or sink is already out and your fitter is standing in the kitchen. Open the box on the day it arrives, give everything a quick look over, then book your fitting with confidence.

It takes about two minutes:

• Open every box on the day of delivery, even if the fitting is weeks away.
• Check the model, the finish and the size match what you ordered.
• Look over the tap or sink for any marks, dents or scratches.
• Check the parts are all there: hoses, fixings, wastes and any accessories listed on the product page.
• Keep the packaging until the fitting is done, just in case.
  

If anything is not right, take a couple of photos and get in touch before you book anyone in.

Tell us as soon as you spot it and we will get it put right. Email support@thetapcollection.co.uk with your order number and a couple of photos.

We will arrange a replacement item or send the missing parts as quickly as we can. You have 30 days from the delivery date to report damage or a fault, so there is no rush on the day itself, but the sooner you tell us, the sooner we can sort it.

Check your delivery as soon as it lands, ideally a few days before the fitting date. If something is wrong, call us straight away and tell us when your fitter is booked in for, and we will do everything we can to get a replacement to you in time. We are not able to cover a fitter's call out fee or time lost on the day, which is why we ask everyone to check the goods before booking.

Because once your old tap or sink is out, the new one needs to go straight in. A two minute check when the parcel arrives means no surprises on installation day, no second call out fee and no weekend without a working kitchen. It costs you nothing and it saves a lot of hassle.

A subscription allows you to receive replacement water filters automatically at regular intervals without needing to reorder each time.

Your chosen filter will be delivered on a recurring schedule, and payment will be processed automatically for each delivery.

Your payment will be taken automatically at the start of each billing cycle based on the delivery frequency you selected when starting the subscription.

Yes. You can manage your subscription through your customer account. From there you can view upcoming deliveries, update your details, or make changes to your subscription settings.

Yes. If you still have life left in your current filter, you can skip your next scheduled delivery from your subscription management page.

Yes. Subscriptions can be paused if you do not currently need a replacement filter. You can resume your subscription whenever you are ready to receive deliveries again.

Yes. You can cancel your subscription at any time from your customer account. Once cancelled, no further subscription payments will be taken and no additional orders will be processed.

Yes. You can update your saved payment method from your customer account if your card has expired or if you wish to use a different payment method.

If a payment cannot be processed (for example due to an expired card), the system will attempt to charge the payment method again. You may also receive an email notification asking you to update your payment details.

Yes. You will need to log into your customer account in order to view and manage your subscription, update payment details, or make changes to your delivery schedule.