Frequently Asked Questions

About

  • Who is Highgrove Bathrooms?

    Highgrove Bathrooms is an Australian, family-owned and operated business, with multiple business partners who own and operate our stores across Australia. We opened the doors to our first store in 2004, now with over 45 stores we are Australia's fastest growing bathroom company. By closely following the local and international markets, our vast knowledge of the Australian bathroom industry is second to none. Contact us if you are interested in a business venture with Highgrove Bathrooms.
  • Do you have retail stores or are you just online?

    We currently have over 45 stores spanning over QLD, NSW, VIC, SA, TAS, WA and ACT. Find your local store.

Online Ordering

  • Can I buy online?

    Yes, you can shop online using our website and take advantage of our everyday low prices for your next bathroom renovation.
  • Can I modify an order?

    Yes. You can modify your online order simply by contacting your store and our friendly staff will be able to assist you with online order changes.
    Alternatively, you can contact us via our website or email onlinesales@highgrovebathrooms.com. Modifications can be made to your order prior to dispatch or Click and Collect.
  • Am I able to cancel an order?

    Yes you may cancel an order without charge prior to dispatch. To cancel your order please email your store or contact us by email onlinesales@highgrovebathrooms.com at your earliest convenience.
  • How do I create an account?

    To create an account, click on the Account icon on the top right-hand corner of our website. 
New and existing customers can access their account at any time.

    If you are a new customer, please register for an Account. Fill out your Name, Email Address, and create a Password for your account. You may opt to Sign Up for Newsletter at the same time. Then Press SUBMIT to confirm your account.
  • How do I reset my password?

    To reset your password simply go to the My Account Page, Select Existing Customer and click Forgot Your Password?

    This will then ask you to enter your email address.

    Fill out your email address and click SUBMIT. This will then send an email with a link to reset your password. You must follow the prompts and enter a new password.
  • How do I change my account details?

    To change your account details, simply log into your account, change the information as you require and save. If you have placed an order which is yet to be delivered, you MUST contact your store immediately to advise them of delivery address updates, to ensure your products are delivered to your new nominated address
  • When can I pick up my product after ordering?

    Click and Collect services for online orders are available at all Highgrove Bathrooms’ stores. You will be notified by email or SMS once your order is ready for collection, if you have chosen Click and Collect via our website. Please keep an eye out for email or SMS notification from your local Highgrove Bathrooms store before going to your local store to collect your order.

    Click & Collect is available from 10am to 4pm – Monday to Friday, and 11am to 1pm on Saturdays.
  • How do I track delivery for my order ?

    Once your online order is ready for dispatch, you will receive an email with tracking information, which allows you to track the delivery status of your order. To obtain delivery status for your order, contact your store or email us on onlinesales@highgrovebathrooms.com

    For all 3rd party freight delivery tracking and updates.

    Call 1300 929 669, email info@kiscorporate.com.au or use the KIS Corporate live chat feature https://kiscorporate.com.au/ to track your order.

    The average delivery times for Standard delivery are:

    4 - 7 Business days for Australian wide including most country areas

    7 - 10 Business days for WA country, far North QLD and most of NT, outside Alice Springs and Darwin.

    Free standard delivery orders $50+ and under 3kg total weight

    Highgrove Bathrooms offers, Free delivery for online orders over $50, and under 3kgs.

    Free Standard Delivery applies to online orders with a total purchase price of $50 or over, except for
    Goods that require Special Delivery. Standard delivery fees will apply.

    For the latest information about delays and impacts please visit https://auspost.com.au
  • Can I sign up for your newsletter?

    Yes, to sign up to our newsletter simple click on Newsletter Sign Up and fill in your details as required.

Products

  • Is my product in stock?

    While we have a large majority of items in stock, there is a chance that your item may not be available immediately in the store. Product availability is displayed on our website across each Highgrove Bathrooms store. If a product is out of stock you can register to be notified once the products becomes available.
  • Do your products come with warranties?

    Yes. Our warranties cover up to 15 years on selected items. If you are interested in the specific warranty of a product, you can view the warranties in the products information. An overall view of our warranties across our range is available here.
  • How do I process a warranty claim?

    To process a warranty claim you will need to fill out our Warranty Request Form and return the item to your place of purchase. Your place of purchase is on your tax invoice. In order to help your claim images are advised.
  • What do I do if I have received the wrong product?

    If you have received a different product to the item you have ordered, please contact your place of purchase. This will be on your tax invoice. We will organise for the correct item to get to you as soon as possible.
  • How do I return or exchange my order?

    It is best to contact your place of purchase, found on your tax invoice. If you are returning a product due to faulty, incorrect or warranty purposes, you may be asked to fill out a warranty/returns request form dependant on the problem. Highgrove Bathrooms do not refund for change of mind, we can accept returns for product exchange or store credit however the cost of returning the item is down to the customer in this instance.

Returns

  • What is your Returns Policy?

    If you are returning a product due to faulty, incorrect or warranty purposes, you may be asked to fill out a warranty/returns request form dependent on the problem. For our warranty request form, please click here. Highgrove Bathrooms do not refund for change of mind, we can accept returns for product exchange or store credit however the cost of returning the item is down to the customer in this instance.
  • How do I return an item?

    It is best to contact your place of purchase, found on your tax invoice.
Any costs associated with returns is the responsibility of the customer.

  • Can I return an item due to change of mind?

    We do not refund for returns due to change of mind. A store credit or product exchange is available in this instance. Any costs associated with returns is the responsibility of the customer
  • Can I return an item that doesn't fit?

    We do not refund for returns due to change of size. A store credit or product exchange is available in this instance. Any costs associated with returns is the responsibility of the customer.

Delivery

  • Do you deliver?

    Yes. Our aim is to make our products accessible throughout Australia.
    
We offer various types of delivery services, include Highgrove Truck delivery, Australia Post and 3rd Party Freight Carrier delivery solutions. All of which are available on our website and in-store.
  • Can I collect my item from a store?

    Shopping online with Highgrove Bathrooms has never been easier.

    Our Click & Collect service is available at all Highgrove Bathrooms’ stores across Australia.

    To avoid disappointment, please DO NOT attempt to collect your order from the store until you have received an email that your order is ready to collect. Our staff will not be able to give you your order unless you can show that email along with your photo ID.

    Click & Collect is available strictly from 10am to 4pm – Monday to Friday

    Order before 13:00pm and if the item, or items are all available from your chosen store location, Click & Collect is available within approx. 2 hours Monday to Fridays.

    If an item on your order is not immediately available from your chosen store, you should allow for a min of 10 working days for Click & Collect.

    Please wait for the confirmation email, notifying you that your items are ready for collection.

    When your order is ready for collection, Highgrove Bathrooms will send you an email to let you know it's time to head into your selected store. Remember to bring a copy of the email and some photo ID with you.

    Click & Collect is available strictly from 11am to 1pm - Saturdays

    Order before 11:00am and if all items are all available from your chosen store location, Click & Collect is available within approx. 2 hours on Saturdays.

    If an item on your order is not immediately available from your chosen store, you should allow for a min of 10 working days for Click & Collect Services.

    Please wait for the confirmation email, notifying you that your items are ready for collection

    When your order is ready for collection, we'll send you an email to let you know it's time to head into your selected store. Remember to bring a copy of the email and some photo ID with you.

    Click & Collect orders will be kept for 28 days from the day your order is ready for collection

    After 28 days your order will be cancelled and a refund will be initiated. Please allow 3-5 business days for the funds to be available in your account.
  • How much do you charge for delivery?

    Delivery charges will vary based on product and your location. When placing your order, select the delivery option, our website will provide you with a shipping estimates for your order.
  • How will I know that my item has been dispatched?

    You will receive email confirmation with your dispatch information. This will have the dispatch and delivery information on it.
  • I have received a product that has broken in transit. What do I do?

    Following acceptance of a delivery, please check all items for breakages within 24 hours. If you notice that the product is broken please take a photo of the package and follow the Warranty and Returns procedure. Should an item be obviously broken on arrival, do not accept the delivery. Due to the nature of the materials used in a bathroom, if you notice the product is damaged before opening, please leave the package sealed.
  • Do you deliver overseas?

    At this current time, we deliver within Australia only.
  • How long does delivery take?

    We aim for goods to be delivered within 3 – 10 working days from dispatch on average. 
This will be totally dependent on your location. Highgrove Bathrooms, we will let you know when the item is going to be dispatched and when it is due for delivery, you will receive an email or SMS notification, with tracking and delivery information for your order.
  • What do I do if I have received the wrong product?

    It is best to contact your place of purchase, found on your tax invoice. If you are returning a product due to faulty, incorrect or warranty purposes, you may be asked to fill out a warranty/returns request form dependant on the problem. Highgrove Bathrooms do not refund for change of mind, we can accept returns for product exchange or store credit however the cost of returning the item is down to the customer in this instance.

Privacy

  • Is my information being kept safe?

    The privacy of our customer's information is paramount. We have policies, procedures and a very secure website to ensure your personal information is handled with due diligence under the National Privacy Principles of Australia.