fbicon FAQs | Pebble Grey


    • Has my order been dispatched yet?
      • As soon as your order is dispatched from our warehouse you will be sent confirmation to the email address you supplied. The email will include your consignment number enabling you to check the progress of your order with our courier and track delivery. If you supply us with a mobile number when you place your order, Parcelforce will also send you SMS notifications on the day of delivery. In most cases, they are able to notify you 90 minutes before delivery is due to take place.

    • I have received a faulty item
      • We pride ourselves on delivering top quality products and aim to achieve complete customer satisfaction. If you have a fault with an item, please let us know straight away by contacting our Customer Service Team by telephone or email. We aim to resolve any issue with a faulty item as soon as you make us aware of it.

    • The item I have received is incorrect or an item is missing
      • In the event that an item has been dispatched incorrectly or you have a product missing please contact our Customer Service Team by telephone or email. We aim to resolve the issue with a response within 1 hour.

    • UK Next Day Delivery or UK Nominated Day Delivery
      • If your order is above £50 you qualify for our free UK Mainland Next Day or Nominated Day Delivery. For all orders under £50 the Next Day Delivery service is available at a cost of £4.95. All orders placed before 3pm will be dispatched the same day. ( Mon-Fri) Orders placed after 3pm will be dispatched the following working day (in cases of urgency please contact our Customer Service Team to see if we can help further).

    • When will the courier deliver my parcel?
      • Our courier will deliver your parcel between 8am and 5pm (Mon-Fri) on the date stated on purchasing the item. A signature will be required on receipt of the goods. You will be able to use our courier's online tracking facility to view the delivery status of your order. In the event you are not available to accept the parcel the carrier may leave it with a neighbour. In this case a calling card will be posted through your door to advise you on the action taken.

    • How do I know the cost of delivery?
      • Delivery is free to UK Mainland if the order value is above £50. If the order is below £50 delivery will incur a small charge of £4.95. Further information is located on our Delivery Page however if you require further assistance, please contact our Customer Service Team by telephone or email.

    • International Delivery Information
      • We deliver parcels worldwide with our International Delivery Packages. Please contact our Customer Service Team by email or telephone to obtain a quote for delivery.

    • Can I deliver to a different address?
      • We recognise that it is important for you to receive your item when and where it is most convenient for you. On our checkout page there is an option for you to enter a different delivery address, for example a work address for your convenience.

    • Our Returns Policy
      • Please see our Terms and Conditions for full details of our returns policy.

    • How do I return an unsuitable item?
      • Please call our Customer Service Team on 0845 322 8415 or email us at support@pebblegrey.co.uk it you wish to return an item for exchange or refund. Goods should not have been installed and should be returned complete with all original packaging within 30 days from delivery date. Return goods are your responsibility and we recommend that you use a postal service that insures the value of the goods in the event of transit damage.

    • I want to exchange an item
      • If you wish to exchange an item please call our Customer Service Team or email us at support@pebblegrey.co.uk. We are happy to accept a return of any item for exchange within 30 days of delivery, subject to the item not having been previously installed and therefore in a fully re saleable condition and to be returned with complete original packaging. Return postage costs are at your expense and are non refundable.

    • I have received a damaged item
      • Our items are fragile and although we take great care to package the items very securely occasionally items are damaged during transit. All items should be checked immediately on receipt and any damage notified to us within 7 days by contacting our Customer Service Team by telephone or email. We will aim to resolve any issue with a damaged item as soon as possible

    • How will my damaged item be replaced?
      • Once you have notified us of a damaged item (please note we may require photographic evidence) a member of our Customer Service Team will contact you. In some cases we may need to collect the damaged item from you before a replacement can be sent, although on most occasions a replacement part or new item is immediately dispatched.

    • The item delivered is incorrect or parts are missing from my order
      • In the event that you receive an incorrect item or have parts missing from your delivery please notify a member of our Customer Service Team as soon as possible either by phone or email.

    • I have a fault with my item
      • We offer a parts warranty and manufacturers guarantee on all our mirrors. In the event that you experience a problem or fault with your mirror please contact our Customer Support Team and we will send a replacement part as soon as we are notified. Please see our Terms and Conditions for full details.

    • How long will it take for a replacement to be sent?
      • We will send a replacement part as soon as we are notified of a fault. Occasionally it may be necessary for us to arrange collection of the item for repair/ inspection at our warehouse. Please see our Terms and Conditions for full details.

    • How long will the demister pad last?
      • The 240V pad with input power 1.6-2.0W/dm2 has a life span of 8 to 15 years. Comprised of PET (Polyethylene terephthalate) resistance wire, producing an electric circuit made of enamel-insulated wire or resistance wire (Ø=0.04-0.1mm).

    • How thick is the demister pad?
      • All Pebble Grey Mirrors use slim line demister pad of thickness 0.4mm, positioned neatly behind the Pebble Grey bathroom mirror.

    • Does my Demister Pad only work when the lights are on?
      • In most cases, the Demister Pad works independently of all the other features on your mirror. It is activated by a rocker switch located on the right hand side of your mirror on most of our mirrors. Please refer to each individual item.

    • How hot does the demister pad get?
      • The Demister Pad heats the surface of the bathroom mirror between 8-15 degrees Centigrade higher than the room temperature in around 15 seconds. The demister pads are made to produce a fixed number of Watts per square meter and so the device can run consistently and safely on full power without over-heating

    • Is the demister pad energy efficient?
      • Value for Money is guaranteed at Pebble Grey, meaning there is no need to worry about leaving the demister pad constantly active. Our illuminated and LED mirrors are uniquely manufactured and designed with ‘energy saving’ components to maintain a low running cost compared to other illuminated or LED mirrors on the market.

    • What is the difference between a Fog Free Mirror and a Demister Pad?
      • Pebble Grey illuminated and LED mirrors are pre-installed with full-size demister pads and do not rely on the heat produced from the lamps. These are known as Fog Free illuminated or LED mirrors and are a common misconception in the bathroom mirror market as they do not reliably demist the illuminated mirror or LED mirror.


Free Uk Delivery

Fast, reliable and convenient delivery solutions available to suit you. We offer a free UK next day delivery service on all order over £50 placed before 3pm on weekdays.



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