Duravit
Why Service Matters at Soaque
Soaque was built by people with years of experience in luxury bathroom showrooms and specialist e-commerce. Over that time, we’ve seen how rushed advice, unclear communication and lack of accountability can undermine even the best products.
Bathrooms are complex projects, often involving multiple products, suppliers and installation stages. When guidance is unclear or support disappears after purchase, problems can quickly follow.
Our approach is simple: clear guidance, honest advice and careful attention at every stage.
Whether you’re choosing a single product or planning a complete bathroom, we believe the service behind the products should be just as dependable as the products themselves.
How We Support You
We’re a small, dedicated team, and every enquiry matters to us.
Email support:
customerservice@soaque.co.uk
For detailed enquiries, quotations or after-sales support, email is often the best option. It allows us to review specifications, liaise with suppliers and investigate orders thoroughly before responding.
Phone support:
01925 939581
Monday to Friday, 9 am–5 pm
If you’d prefer to talk something through, we’re here to help.
Quotes & Design Support
Planning a new bathroom? From early concepts to final selections, we’ll guide you through every stage.
Our support includes:
- Tailored quotations built around your space, style and budget
- Refining product selections and layout decisions
- Sourcing products beyond those listed online
- 2D and 3D design visuals where required
The more detail you can share — room dimensions, inspiration, budget range or preferred products — the more accurately and efficiently we can prepare your quote.
Email customerservice@soaque.co.uk and we’ll guide you through the next steps.
Aftersales & Returns
If something isn’t right, please let us know as soon as possible — we’re here to help.
- Returns can be logged via the self-service returns area in your account.
- Eligible items can be returned within 14 days of delivery for a full refund.
- Special order or made-to-specification items are non-returnable.
If there is an issue with your order, please email details and photographs (where relevant) to customerservice@soaque.co.uk. Providing clear information helps us investigate and resolve matters more efficiently.
We aim to respond to after-sales enquiries within 48-hours.
Frequently Asked Questions
Find answers to common questions about our products and services.
Ordering & Payment
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You can order directly online, request a tailored quote, or place an order with our team over the phone.
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Discount codes can be applied in the basket before checkout.
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Invoices are available to download from your account once your order has been dispatched.
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Yes, changes are possible at any point before dispatch, provided the item is not a special order.
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We focus on delivering exceptional service and expert support rather than competing purely on price.
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No, Soaque is an online-only retailer.
Delivery & Stock
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Our product pages display live stock information from our warehouse and suppliers. You’re also welcome to call or email us to double-check availability.
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Delivery charges depend on the items and your location. These are calculated automatically in the basket.
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Yes, multiple deliveries can be arranged. Additional delivery charges may apply, and we’re happy to quote this for you.
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Yes, you’ll receive email updates, and tracking information will also be available in your account.
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If an unforeseen delay occurs, we’ll contact you as soon as we’re aware and keep you updated.
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Only where next-day delivery is specifically advertised, and items are held in our own warehouse.
Returns & Changes
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Standard items can be returned within 14 days of delivery. Special order items are excluded.
We always recommend confirming sizes and specifications before ordering, and we’re happy to help you do this.
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We take complaints seriously.
Occasionally, issues require investigation with manufacturers or couriers, which can take time. Where a formal complaint is raised, our management team will review the matter fully and respond within 14 days, often sooner.
We’ll always keep you informed and work towards a fair resolution.
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All products carry manufacturer guarantees, and your statutory consumer rights always apply.
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Collection may be possible by prior arrangement — please contact us first.
Trade, Design & Extras
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Yes, please contact us to discuss your project and requirements.
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Yes, we offer 2D and 3D design services to support your project.
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We don’t stock spare parts, but we can help source them from manufacturers for current products.
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Yes, we curate our range, but we have access to many additional brands and products.
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We’re based in a warehouse and don’t offer in-person visits, but our team is always contactable.
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We don’t provide a fitting service, but we’re happy to advise where possible.
