FAQs

  • Where can I buy Your Products?

    Frontline products are available through over 5,000 showrooms and merchants throughout the UK. To find your nearest outlet please use the Frontline Directory which will search and display results of stockists within a specified radius of your town or postcode.

  • Where can I find product dimensions?

    Dimensions are included on all product pages on our website. However, if you require more detailed information or the dimensions are missing for any reason, please complete our Enquiry Form specifying the information you require.

  • How fast can you deliver my bathroom products?

    We offer a next working day delivery service to the majority of the UK for all in-stock items on orders placed with us before 5pm. However, we recommend that you check delivery times with your local stockist prior to placing your order.

  • What do I do if I want to return something?

    If you wish to return all or part of an order you will need to liaise with the stockist through whom you bought the items. Unfortunately, as the sale of the products from Frontline takes place directly with the stockist we are unable to collect or refund items direct to an end customer. If you are a Frontline stockist please go to the Trade Log-in area for returns information.

  • I bought a Frontline product through a stockist and have a query. What should I do?

    If you have purchased one of our products through a stockist, your first point of contact should be the stockist in question who should be able to assist you. If they are unable to answer your query the stockist can then contact us themselves to raise it further. Unfortunately, as the contract of sale for the product is between Frontline and the stockist, we are only able to deal directly with them regarding after-sales enquiries. 

  • Can I get a copy of the fitting instructions?

    The fitting instructions are available on each product page. If the instructions are missing for any reason, please request them by completing our Enquiry Form

  • Can my order be delivered direct?

    We do offer a direct delivery service where goods can be delivered to an address other than that of the stockist. However, this may come at an additional cost and terms and conditions are involved so please liaise with the stockist you are planning to buy through. 

  • Do you have any terms and conditions for returns?

    Yes, the following terms and conditions apply to all returns.

    • All shortages must be clearly marked on the delivery note and reported at the point of delivery.

    • All damages/bad stock items must be notified within 48 hours of delivery by fax or email to the returns department. After 48 hours these will not be collected.

    • ‘Good Stock’ items can be collected at no cost if notified to the returns department within 1 month. After this a collection fee will apply.

    • ‘Good Stock’ items must be in the original packaging and in a re-saleable condition.

    • We will make 2 attempts only to collect returns.

    • Special orders will not be accepted under the returns policy. If you have any queries regarding this please contact your stockist.
  • What is the Lifetime Guarantee and how do I register my products?

    We offer a Lifetime Guarantee on products purchased from registered dealers and used for domestic purposes. Full terms and conditions of the Guarantee can be found here. To obtain the benefit of the Lifetime Guarantee please Register Your Guarantee once you have received your order.

  • What is the pressure of your taps and showers?

    To make it simple for you to choose the correct product for the water pressure in your property, we have a Pressure Key that shows the minimum pressure required for that product to work effectively. These are noted on the product pages.

    The type of tap/shower you choose, and its performance, will be influenced by your water system. We understand that water pressures vary greatly so we supply taps and showers that suit both ends of the spectrum. The key to water pressures is shown below.

    KEY                         REQUIREMENTS              

    LP1                         0.1 Bar Minimum

    LP2                         0.2 Bar Minimum

    MP                         0.5 Bar Minimum

    HP1                        1 Bar Minimum

    HP2                        2 Bar Minimum

    HP3                        3 Bar Minimum

  • Where is my order?

    To enquire about the status of an order you have placed for Frontline products, or for an estimated delivery date and time, please contact the stockist with whom you placed the order. 

  • I have received a damaged product, should I follow the returns procedure?

    Yes, if you have received an item which you believe to be damaged you must follow the returns procedure and report it within 48 hours of the item being delivered to your stockists retail premises. Any items reported after this time will not be accepted as a fault by Frontline.

  • Where can I buy spare parts?

    Spare parts, in some instances, can be bought direct from the manufacturer. Please see our Useful Links for information on which products this relates to. If you’re unsure which manufacturer your product is from, or the manufacturer is not listed, please go back to your original place of purchase as they will be able to contact us and enquire about spare parts on your behalf.

  • Can I cancel my order?

    If you wish to cancel your order please refer to the terms and conditions of sale for the stockist with which you placed the order. However, generally orders cannot be cancelled once they have been despatched and special orders cannot be cancelled under any circumstances. If you no longer require goods that have already been despatched or received, you will have to return them under your stockist’s returns policy. 

  • I have a problem with my product, who do I contact?

    If you have a problem with a product please contact the original place of purchase. If this was a tradesman or a Frontline stockist you will need to seek advice firstly from them and, if they are unable to resolve the issue, they will be required to contact us direct on your behalf. If you are a Frontline stockist please complete an Enquiry Form and a member of the customer service team will contact you.

  • Can I claim any damages for re-fixing of products?

    If a product is found to be of faulty manufacture, we reserve the right to refund the purchase price, replace, or repair the product as agreed through your stockist. We do not, however, support any claim for consequential loss or damage.

  • I’ve bought a product and it’s not the same specification as the brochure, why is this?

    Product colours are as near as the printing process and monitor resolutions allow. We reserve the right to change specifications and prices without notice. All products are subject to availability and, where products are discontinued, suitable replacements will be sought. If you would like to raise a query regarding the specification of a product that you purchased through a tradesman or stockist you will be required to go back to them, as your original place of purchase, for advice. 

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