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Frequently Asked Questions

Product Enquiries

Q. What sizes do your bathrobes come in?

A. Our bathrobes come in a wide range of sizes, but the selection of sizes available depends on the bathrobe being purchased. Some bathrobes are available as Small, Medium, Large and Extra Large whilst some are a one size fits all bathrobe. Please refer to the individual size chart available on the each product page. We stock men’s sizes, women’s sizes, children’s sizes and unisex sizes. The size you are purchasing can be chosen on the product page when you add the item to your basket.

Q. What if the size isn’t right for me?

A. It can be tricky to pick the right size bathrobe, so please don’t worry if you accidentally order one that isn’t quite right. All of our non-embroidered bathrobes can be sent back and easily exchanged for larger or smaller sizes. If you’d like more information on our full returns policy it can be found here.

Q. If I want to have an item embroidered how big will the embroidery be?

A. The size of the embroidery depends on what you choose to have stitched on our products, and which product you are adding it to. Our embroidery team take great care to make sure any words, logos and images added to our products remain clear and legible. We calculate our embroidery carefully to make sure they are never too large or too small for the item.

As an example, the letters for ‘Carol’ would be embroidered larger than the letters for ‘Caroline’ and our embroidery will always be proportionate to the product it is being added to, so the name ‘Carol’ would be embroidered on a larger area on a bath sheet than it would be on a face flannel. If you’d like to see some examples of our products featuring embroidery please click here.

Q. Can I get a discount if I order items in bulk?

A. Yes, we are pleased to offer some fantastic savings to customers who wish to order products in bulk. The exact saving per amount is always displayed at the top of the product page for the qualifying item. The larger the amount being purchased the bigger the discount you will receive. These deals are particularly appropriate for hotels, leisure centres and spas. Any discount that you qualify for will be automatically added at the checkout when you place your order.

What kind of backing do we use for our embroidery?

The answer is Sulky Ultra Solvy.

Sulky Ultra Solvy is a stable water soluble stabilizer that is widely used in embroidery techniques. Firm and four times thicker than the original Sulky Solvy, this backing creates clear and concise stiches, insuring that your embroidery design and lettering stands out from your towel, bathrobe or chosen bathroom accessory.

We use Sulky Ultra Solvy rather than any other Sulky Stabilizer for a delicate, defined stitch that will not be pulled out or distorted when the stabilizer is removed. Our in-house embroidery team prides itself on stitching your TowelsRus purchases with selected logos and messages with a high quality embroidery backing that is smooth and even to the touch.

Payment

Q. What payment cards do you accept?

A. We accept all major payment cards including American Express and you can also pay via PayPal. You can select your payment type at our secure checkout when placing your order.

Q. When is my payment taken?

A. Your payment is taken and your account is charged when you place your order with us. As soon as you receive an order confirmation the money will be taken from your account.

Q. Can I request a VAT invoice if I am ordering for a business?

A. We are happy to supply a VAT invoice for orders if it is required. To request a VAT invoice please contact our customer care team on 01903 201251 citing your order number.

Q. Can I pay over the telephone?

A. If you would prefer to place an order over the phone then we can accommodate this. Simply call us on 01903 201251 with the product name, size, colour and quantity and we can place an order for you. Orders requiring embroidery usually do need to be placed through our website to prevent human error.

Q. What happens if my order doesn’t go through properly?

A. In the unfortunate event that an order or payment does not get completed you will receive a notification email from us to let you know what has happened. We then ask if you can call us so we can rectify the issue for you.

Delivery

Q. How long does your standard delivery take?

A. All non-personalised orders will usually be dispatched within 2 working days of the order date. Our embroidered items take a little longer and will usually be despatched within 7 working days. These time periods can be slightly longer at peak times such as Christmas due to the higher volume of orders we receive.

Q. I need my order quicker than stated above, can I get it sooner?

A. Yes, we also offer a next working day service for any items ordered before 11 pm. This express delivery option is available for both plain and embroidered items. Our express option is couriered by DPD at an additional cost of £9.95 for delivery before 6pm or £14.95 for deliveries before 12pm. Express delivery will take an extra 24 hours for items that include a personalised logo.

Q. How much is your shipping?

A. We have a range of delivery options and our standard shipping rates vary between £2.95 and £5.95 depending on the weight and size of the order, and how quickly you require it to arrive.  We also offer free delivery on any orders over £60. For more information on our range of delivery options please visit our shipping page.

Q. How are your items sent out?

A. Our orders are sent either via Royal Mail Post, Royal Mail Tracked for standard delivery or DPD courier for next working day signed delivery You can select which shipping option you would prefer in your basket before you checkout.

Q. Can you deliver to the whole of the UK?

A. Yes, we are able to deliver to the UK Mainland, Offshore Islands, Highlands and Channel Islands. Please bear in mind that any delivery prices for the Channel Islands, Offshore Islands and Highlands are slightly higher and our delivery prices reflect these increased costs.

Q. Do I need to be present to sign for my order?

A. All deliveries that weigh over 1kg are specified as a "signed for" service. This means that the courier will only deliver the goods if there is someone present to sign for and accept the delivery. If no one is available when the courier attempts to deliver your order they will leave a card with the contact information of your local post office or courier depot so that you can collect the goods from the relevant location at a convenient time. In order to collect your order you will need:

  • The courier card
  • Proof of identification

This applies to most (but not all) items weighing over 1kg and any items dispatched using DPD. You will be sent a tracking number upon dispatch of goods via email or text and will then receive a text message with an approximate timeframe for when their driver will reach you.

Q. What if the item I ordered is out of stock?

A. In the unlikely event that we no longer have the item you ordered in stock a member of our customer care team will be in contact to notify you. At this point you will have the option to choose from the following:

  • Order a replacement product instead
  • Request a refund
  • Ask our team to order the item direct from the manufacturer

Refunds

Q. What is your returns policy?

A. We are able to accept returns on all non-personalised items. In the unfortunate event that you are not completely satisfied with your order you may return it to us and receive a replacement or a full refund. Please be aware that any amount refunded will not include delivery and handling costs. We cannot accept returns for any personalised items unless a mistake has been made on our behalf or the item is clearly faulty. In this event, please get in touch with a member of our team so we can resolve the issue. For more information on our full returns policy visit our Returns and Cancellation page.

Q. How long do I have to change or return my order?

A. Any non-embroidered items can be returned for a refund or exchange within 30 days of the purchase date. To begin a return or exchange you will need to log on to your TowelsRUS account and follow the online instructions for returning an order.

Q. Can I return an embroidered item?

A. Unfortunately our embroidered items can only be returned if the product is faulty. This is due to the inclusion of personal embroidery which means it cannot be resold.

Q. Will I be refunded the full amount I paid?

A. Any refunds we process will only pay back the original price you paid for the item. The refund amount will not include the original shipping costs.

Q. Who will pay the shipping cost if I want to exchange a product?

A. You will be required to pay the cost of sending any items back to us that require an exchange. We will then pay for the shipping cost for the replacement item that is being sent back to you.