Quick answers. Clear next steps.
Search the Help Centre or browse the most common questions below. For product-specific advice, always check the product page, specifications and installation information, and confirm suitability with your trade where required.
Ordering & Account
How do I place an order?
Shop online, add your selected products to the cart and complete checkout. You will receive an order confirmation by email. If you need help selecting products or building a package before checkout, contact Customer Care.
Can I change my order after payment?
Contact us as soon as possible. We will try to help before the order is processed, ordered from a supplier or dispatched. Changes are not always possible once fulfilment or manufacturing has started, and supplier cancellation or restocking charges may apply.
Can I cancel an order?
Contact Customer Care immediately. Cancellation depends on the status and product type. Custom, special-order, made-to-order and supplier-committed items may not be cancellable once processing has begun.
Where can I find my tax invoice?
Your invoice and order information are provided electronically. If you cannot locate the invoice, contact us with your order number and purchasing email address.
Do you have a physical showroom?
The Bathroom Society is an online-first retailer. Our website is our primary showroom, supported by detailed product information, buying guides and Customer Care via phone, Live Chat and email.
Can I collect my order?
Collection availability depends on the product and fulfilment location. Do not travel to a warehouse or supplier unless we have confirmed the collection in writing and told you the order is ready. Returns follow a separate approval process.
Delivery & Shipping
Do you deliver Australia-wide?
We deliver to most Australian locations using parcel, courier, supplier-direct and specialist freight services. Some remote areas may require collection from the nearest available freight depot.
How much is delivery?
Enter your postcode on the product page, cart or checkout. Delivery is calculated using the products ordered, destination, size, weight and freight method.
How long will delivery take?
Timing depends on stock location, supplier lead time, product type and destination. Check the product page and your order communications for the best current estimate. Made-to-order and backordered products take longer.
Will my whole order arrive together?
Not always. Multi-brand or multi-supplier orders can ship from different locations and may arrive separately. We will provide tracking or delivery information where available.
Do drivers carry bulky products inside?
Standard freight generally ends at a safe, accessible ground-level point. It does not automatically include internal placement, stairs, lifts, unpacking or installation. Heavy products may require someone on site to assist.
What should I do when my order arrives?
Inspect the cartons and products as soon as practical. Photograph visible damage before moving or discarding packaging, then report damage, shortages or incorrect items promptly — ideally within 48 hours.
Do you deliver overseas?
Our standard online delivery service is focused on Australia. Contact Customer Care before ordering if you are seeking a non-standard destination.
Returns & Exchanges
Can I return an item if I change my mind?
Eligible products can be returned within 60 days of recorded delivery, subject to our return conditions, exclusions, 20% restocking fee and return freight requirements. Approval is required before sending anything back.
Where do I send my return?
Do not send a return until it is approved. Your approved Return Request Form / email will provide the correct distribution-centre return address, return reference and any special freight instructions.
Why is the returns address not published?
Different products can require different return destinations or handling. Providing the address only after approval helps make sure your return goes to the correct facility and can be identified when it arrives.
Do you offer direct exchanges?
Direct exchanges are not guaranteed. In most cases, the eligible item is returned and the replacement is placed as a new order.
Who pays return freight for change of mind?
The customer is responsible for return freight unless we agree otherwise in writing. Original delivery charges are not refundable, and actual outbound freight may be deducted where delivery was free or subsidised.
How long does a refund take?
Once an approved return is received, inspected and accepted, we generally process the refund within 14 business days. Your payment provider may take additional time to show the funds.
Warranty & Product Issues
Do your products come with warranty?
Products are supplied with the applicable manufacturer or supplier warranty. The period and conditions vary by brand and product. These warranties are in addition to rights that may apply under the Australian Consumer Law.
Do I have to contact the manufacturer myself?
No. You may contact the manufacturer where convenient, but you can also lodge the issue with us and we will help coordinate the claim and supplier assessment where appropriate.
What should I send with a warranty claim?
Provide your order number, clear photos of the full product and issue, product labels, video where relevant and installer/licence details if the issue is technical or the product has been installed.
What if the item arrives damaged or incorrect?
Take photos of the packaging, product and labels and contact us promptly. Do not install a product that appears damaged, incorrect or defective.
Products & Compatibility
Are all plumbing products WaterMarked?
WaterMark requirements apply to particular plumbing and drainage products. Where WaterMark certification is required, relevant certification information should be checked for that product. Not every item sold on a renovation website is a WaterMark-regulated product.
What does WELS mean?
WELS is Australia’s water-efficiency labelling scheme. Applicable products such as certain taps, showers and toilets display water-efficiency and consumption information to help you compare performance.
Can you help me choose a toilet that fits my existing plumbing?
Yes. Send the product you are replacing, photos if helpful, and the relevant measurements such as trap type, set-out and inlet location. Final compatibility should be confirmed before installation.
Can I mix brands and still match finishes?
Yes, but finish names and colour tones vary between manufacturers. For the closest visual match, keep highly visible items within one brand/collection where possible or ask our team to help coordinate alternatives.
Can you help me choose a complete bathroom?
Yes. Tell us the room type, style, budget, preferred finish and key measurements. We can help narrow down products and package combinations.
Price & Shopping
Do you offer price matching?
Where a Price Match offer is available, send us the competitor link or advertised offer before ordering. The product must be identical, brand new, currently available from an authorised Australian retailer and compared on the total delivered price. Marketplace, auction, clearance, liquidation, trade-only and non-public offers may be excluded. Final approval is at our discretion and any published Price Match terms apply.
Can you help me compare two products?
Yes. Send us the product links and tell us what matters most — size, finish, installation, warranty, budget or design — and we can help you compare the key differences before you order.
Packages
What is a tapware + toilet package?
A package groups coordinated tapware and a toilet into one easier shopping decision. Depending on the package, you may also be able to add shower products, bath tapware, accessories, basins, vanities or mirrors.
Are all products in a branded package made by the same brand?
Not always. A tapware-led package can pair that brand’s tapware with a compatible toilet or sanitaryware product from another brand. The included brands will be identified clearly on the package page.
Can I change the toilet or upgrade items in a package?
Where a package is configurable, available options will be shown. For fixed bundles, contact us and we will advise whether a custom package quote is available.
Does a package include installation?
No, unless the product page specifically says otherwise. Supply and installation are separate.
Commercial, Trade & Care
Do you sell commercial bathroom products?
Yes. Our range includes commercial washroom products, grab rails, backrests, shower seats, signage, partition hardware, hand dryers, dispensers and other project products.
Do you sell accessible and ambulant bathroom products?
Yes. We offer products used in accessible and ambulant applications, including toilets, basins, tapware, showers, grab rails, backrests, seats and signage.
Are your accessible bathroom packages automatically compliant?
No product bundle alone can guarantee that a completed room is compliant. Compliance depends on the complete layout, dimensions, installation, circulation space and project requirements. Final specification and installation must be confirmed by the relevant qualified professionals.
Help Me Buy
What is Help Me Buy?
Help Me Buy is our guided product-selection and package service. Send us plans, measurements, product schedules or must-haves and our team can help narrow the range into a tailored shortlist or package.
Do I need architectural plans to use Help Me Buy?
No. Plans are useful, but you can also send measurements, photos, inspiration, a product list or simply tell us your budget, finish and must-haves.
Can you build a complete bathroom package from my plans?
We can help select and package products around the information supplied, including tapware, toilets, basins, vanities, showers, baths, accessories and relevant commercial/care products. Final dimensions, installation compatibility and compliance remain subject to confirmation by the relevant licensed trades and professionals.
Can I tell you what I do not want?
Yes. Include dealbreakers as well as must-haves so we can avoid unsuitable brands, styles, colours, features or price points.
Can I still shop the website myself?
Absolutely. Help Me Buy is an additional guided pathway. The full catalogue remains available for customers who prefer to browse and buy independently.
Society Rewards
What is Society Rewards?
Society Rewards is our loyalty program for eligible purchases. Members earn points and can apply eligible rewards to future purchases under the published program rules.
Will ELIO earn bonus points?
The program is intended to give eligible ELIO products a higher earn rate than the standard store rate. The exact earn rate will be shown once finalised.
Do I lose points if I return a product?
Points earned on items that are returned, cancelled or refunded are adjusted or reversed in accordance with the Society Rewards Terms.
Can I earn points on a bathroom package?
Eligible packages can earn Society Points. The package page should show the estimated points available.
Where can I find my Society Points?
Your points balance and eligible rewards should be available in your customer account once Society Rewards is live.