This page contains all of our information regarding Deliveries including where we deliver to, our delivery options and charges. All of our deliveries are made either by ourselves, direct from suppliers, or via one of trusted Courier partners. We have also included a section at the bottom of this page with a series of FAQs and questions regarding deliveries that you may have.
Any orders made from 17th December onwards will be processed as normal up until our closure at 5pm on 20th December and again between Christmas and New Year on 30th/31st December with the aim of getting items into us as quickly as possible. We would urge any customer to contact us for best available options should they need any items urgently prior to Christmas and we will be happy to look into this.
If you are looking to order Crosswater items in December and for the New Year, we have taken the liberty of updating this page to give customers updates on delivery timescales in order for customers to be able to make the best decision on when to order. Please note this does not affect any stocked items with ourselves for deliveries, which will still be processed and delivered until our last order and delivery dates.
General Information Regarding Crosswater Deliveries & Lengthy Timescales
Crosswater changed their systems across their entire business in August with the intention of streamlining to one system. Unfortunately, the migration did not work as intended leading to lengthier delays with orders and deliveries with an overall lead time of 7-14 working days, and which affects all UK retailers placing orders with them. While we are receiving weekly deliveries, it is not guaranteed what orders will be fulfilled and when, and so this timeframe is the best we can advise. Please be assured we want to best advise our customers and make this situation as easy as possible and we are constantly looking to stock as many items as possible to mitigate lead times and waits where we can. As with information above, this does not affect stocked items with ourselves.
We are pressing Crosswater for regular deliveries, chasing up any items missing, and to get items as quickly as possible but this situation is outside of our control and we are relying on Crosswater to process and dispatch our orders as quickly as possible. We understand the frustration and can only apologise for any inconvenience. We absolutely share this frustration but please be assured that all parties are working hard to resolve and improve this as quickly as possible.
Split Deliveries
If you are looking to order items from a mixture of suppliers, or where certain items are in stock and others may not be where items need to be ordered from Crosswater, we will be able to split deliveries to dispatch any items from other suppliers or anything we have in stock currently, with the rest of the items to follow separately once available. Please contact us if you would like to arrange for this to happen or to check on availability and ETAs.
Listed below are delivery options and timeframes available ranging from standard delivery to next working day delivery. An Assisted Delivery service is available on standard delivery options should any extra help required moving the items into the home. Please note, we do recommend that at least one person who can assist with lifting and moving items is available on all delivery options, wherever possible. If you wish to collect your item(s) directly from ourselves, we also offer a click and collect service Monday-Saturday from our Leeds Showroom & Warehouse. Simply select the option you are interested in below to find out more information about each delivery option.
If you would prefer the convenience of collecting your items yourself, you can do so from our Showroom/Warehouse. A member of our team will contact you when your order has been picked, and is ready for collection. Our postcode for collections is LS12 2EP.
Please note that our Warehouse is only open for collections Monday-Friday between 9am and 4:30pm, and on Saturday between 9am and 12pm.
If you want an approximate idea of how much delivery will cost to your area, you can use the delivery calculator below. Simply enter your postcode and choose the type of delivery you require, and it will provide the costs for each type of delivery including any extra costs. Please note that the calculator is indicative of delivery including any surcharges, however, a fully accurate price will be provided during checkout prior to purchase.
Please note that the sizes below are demonstrated for individual items. Orders with multiple items will either be charged at the delivery charge of the item with the largest delivery cost, or could be pushed into a higher delivery charge for large volume orders.
Small & Medium items are delivered to your door by a 9am to 5pm courier service.
Small items covers everything that can be posted, dispatched by courier, or is at lower risk of damage such as:
Medium items include the following:
Large items includes all the products that are large in size, or that are at high risk of damage such as sanitaryware, ceramics and glass. These are delivered via pallet or one/two man team. You will receive a telephone call to arrange a suitable delivery date. These include:
Please don’t hesitate to contact us with any further questions you might have regarding our delivery service.
We can deliver to the vast majority of areas across the UK including England, Wales and Scotland. However, for more remote areas, Isle of Man, Scilly Isles and Channel Islands including Jersey, please note that extra surcharges may apply. We also advise to allow extra time for deliveries, especially if this may be reliant on factors such as local weather conditions.
Unfortunately, due to Brexit and the requirements for delivery, we are unable to offer delivery to either Northern Ireland or Republic of Ireland at this point. We are always reviewing this, as well as investigating ways to deliver to both countries.
We do operate our own delivery van that can deliver across the M62 corridor mainly including Yorkshire, Lancashire, Merseyside and the North East. In some instances, we may also be able to deliver further afield to Cumbria, Derbyshire and the Midlands depending on the number of deliveries in that particular area.
In those instances, along with London, Wales, Scotland, Southern England and East Anglia, we do use a number of trusted third-party couriers to deliver the items on our behalf. Please also note that for some individual items or orders from the same manufacturer, some suppliers do also offer a direct delivery service direct to your door.
The amount of time we deliver to an area varies week to week, and really depends on the volume of orders within close proximity to one area. All our routes are scheduled and planned by ourselves in advance by our office team, which are then provided to our drivers and partners.
As a rough guide, deliveries in our own van are made across Yorkshire and the North most days of the week, while deliveries to areas such as the South East and London are generally made around 2 or 3 times a week, with all other areas once or twice a week.
Delivery times will vary depending on a number of factors including type of product ordered and whether it is an item that is carried in stock or a special order. Look out for the delivery times displayed on the product pages that act as a guide to delivery estimates. When your order is ready to dispatch, a member of our team will call to arrange a suitable delivery date with you. Please note our delivery lead times are working days - if an order is placed on a weekend your order will be processed on a Monday.
In the vast majority of cases, most items will arrive into us and be dispatched within 3-7 working days (please note this excludes weekends and Bank Holidays). For any items longer than this, it will either specify on our website or we will endeavour to notify you immediately after ordering of any change in timeframes that may affect your delivery. If being delivered by ourselves or couriers, you will receive a time window for the day of arrival of your items (this could be a timeslot or full day window).
Once dispatched, however, with couriers and delivery partners, there may be times beyond our control where items can take longer than expected to be delivered. In the event of this, we will chase this up for you and pass on any feedback to our delivery partners.
We understand that some customers may require their goods urgently, therefore we have the facility for next day/faster delivery for any items we hold in stock in our warehouse. Small items are delivered via DPD Local and larger items are delivered by a Pallet Service which requires assistance to unload. Unfortunately we cannot offer a Two Man Service on next day deliveries. Please note an additional £9.95 charge will be applied on next day orders. Please call – 0113 244 4400 if you require any further assistance.
Yes, you can do this by logging into your account if you have one. Your order should be showing with the stage it is at. This will be described as one of the following:
All customers will receive emails updating them of status updates including order confirmation, when picking has begun, and finally dispatch either via email or from one of our team members. For those arriving by courier, customers should also get notice of a timeslot (this could be full day or a window timeframe depending on the courier).
Unfortunately, we are not able to offer international delivery at this moment. If you live internationally and wish to organise your own delivery or collection from us, then we may be able to assist with this. However, it would be your responsibility to comply with all relevant customs information and paperwork. We would advise to get in contact with us prior to this so we can support you, and look into how we can make this as easy and as smooth as possible for you.
We would advise you to contact us as soon as is practically possible. If this is prior to dispatch, then we should be able to adjust the delivery details, and our records. However, if products have already been dispatched it is unlikely that we can change delivery address on the day. This is due to deliveries operating to pre-planned routes, and so any changes could affect both our driver routes and other customer deliveries. If there is any reason that no one will be home to accept a delivery, please let us know as we may be able to ask for the items to be attempted to be delivered another suitable day, or to be returned to us, and dispatched out to your new address. However, in the event of the latter changes, please note that this will have an effect on timeframes for delivery and could mean the items not being received until the next time we are in your area, although we will make every endeavour to get these to you as soon as possible.
We are not able to offer specific day delivery within standard delivery timeframes of 3-7 days with exception to our next day delivery service on applicable items only. However, we do offer specific day delivery on eligible areas and products for deliveries to be made 5 or more working days after purchase. This is with the intention for customers to be able to purchase in advance and guarantee a specific delivery date convenient to them and/or to work around personal schedules. If you require delivery within 3-7 days on a specific day, we would ask you to contact us in order for a member of our team to see if this can be accommodated for you, however, please note this is dependent on items arriving into stock to us as well.
In the cases of northern Scotland, Channel Islands, and Hebrides, and Isle of Man, all of these will be operated by our standard delivery only and are not eligible for specific day delivery.
If you are looking to order in advance, we would be more than happy to hold your items in our warehouse until you need them and would like them dispatching out. Please let us know at the time of ordering or contact us if this is the case.
Firstly, we apologise if your delivery has not arrived as promised on time. Please be assured that we make every endeavour to communicate to you the date of delivery and when to expect your items. If these have not been turned up on the date or timeframe given, or are later than expected, or have not been delivered to the correct location or incorrectly in any way, we would advise you to contact us and a member of our team will look into this for you.
We apologise that your delivery took longer than expected. The timeframes on our website are guidance only, and we try to keep these as accurate as possible. In most cases, this will be between the 3-7 working day time period (excludes weekends and Bank Holidays). For items that are special order or have longer lead times, these will be updated to say the approximate timeframe we have been advised, and we make endeavour to be as proactive as possible to keep these up to date. In the event of any unexpected changes to order timeframes, such as special orders or out of stock items that may delay your order being delivered, our team will communicate this to you at the time of processing your order so you are aware.
In the event that the delivery has taken longer than expected, unfortunately, once items leave our warehouse they are in the hands of our delivery partners, which can be affected by circumstances beyond our control. Although delivery issues tend to be few and far between, when we do experience these we do communicate to our delivery partners in order to improve service and resolve any issues. If an order has taken longer than expected, we would ask you to get in contact at the earliest convenience so we can look into this for you.
Yes. It is your responsibility to check the items both on receipt of the items, so that you can alert the delivery driver of any issues before they leave or communicate to us within a reasonable timeframe (e.g. within 48 hours) after receipt of the items to make us aware of any issues. While we make every endeavour to protect items and package them appropriately so that they arrive in the best quality and condition for you and checks are made before they are sent out to you. Unfortunately, despite our best efforts damage can occur at any point from despatch from our suppliers to the time it is received by you.
We would strongly advise any customers to retain any packaging after delivery until either the products have been installed. This is in case the items need to be returned for any reason (product issues, change of mind).
We're sorry that you want to cancel a delivery. If this is because you want to delay to a different date then as long as the items have not been dispatched, then we will be able to cancel and organise to a different date for you. If you have simply had a change of heart about a delivery, then this will depend on the products ordered in line with our terms and conditions. For example, some special orders items cannot be refunded or cancelled, as they have been bespokely made and is not something we would ordinarily stock.
If you're expecting a delivery and wish to cancel due to unforeseen circumstances, emergencies or because someone will not be home, we understand that this can affect deliveries. We would always ask that at least one person that is able to assist with items and be there to accept the order. However, in the event this isn't possible, then please let us know. Options may include delaying the delivery until a suitable time that day (please note this is subject to delivery routes and timings and may not be possible), asking for the items to be returned to ourselves, or if there is a safe place you would be willing for any items to be left, then we may be able to do this as a last resort. However, we would strenuously advise that the latter option is not preferred for both parties, and would only be done at your own risk.
In the event items need to be returned to us, this may mean your order being delivered several days later as we look to adjust our routes and timings to suit when we are next looking to be in your area.
