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Delivery + Returns
Delivery and Returns
Our Delivery and Returns Service
Making sure your tiles arrive safe and sound is our top priority.
To give you the best delivery prices we use a mix of tried and trusted delivery companies depending on the weight and size of your order. We do ask the driver to call you ahead of the delivery although please note we cannot guarantee this.
Most deliveries are between the hours of 9.00 am and 5.30 pm Monday – Friday except Bank Holidays. For a specific morning, afternoon or timed delivery please request this and note there is a small charge.
If you prefer, you are able to collect your tiles from our warehouse in Northamptonshire. We need just 3 working days notice. There is a small fee of £5 per pallet to load via forklift and please ensure you have a suitable vehicle to load the tiles onto.
Once your tiles are ready to despatch, we will contact you and arrange a delivery day which is usually within 5 working days.
Most orders are either packed in wooden crates or onto pallets and delivered on a large lorry so please ensure we are made aware of any restricted access details (eg steep gradients, narrow lanes, gravel driveways or overhanging tree branches) when you place your order and to avoid re-delivery fees.
It is up to the delivery driver to determine the nearest safely accessible point to your property which may be the drive or at the kerbside. Please note the delivery driver cannot help handle the goods or unpack products and move them from the place of delivery.
A responsible person must be present to accept and sign for the delivery. All orders must be examined on delivery and any shortages, damages or other discrepancies must be noted on the delivery note and reported within the specified time period (see Terms and Conditions).
We take every care to ensure your tiles leave us in excellent condition. Thankfully, damage during transit is rare however, if you do suspect or see any damage you must:
Mark “Damaged” on the delivery note
Take photographs of the damaged pallet and goods.
Inform us within 48 hours by phone or email.
Occasionally there may be a few tiles with small chips or cracks on the edges or corners – your tiler can probably use these for cuts.
Please check your actual delivery against the delivery note. The outside of the box should show all the information required to carry out these checks. Any shortfall should be noted on the delivery note and please inform us immediately via phone or email.
Tiles are either stacked flat or on their end or in some cases a combination of both. Sometimes they are strapped to the pallet and/or several packs are strapped together. It is therefore imperative to take care when you are unpacking to ensure tiles do not fall over.
Most orders are shrink-wrapped for protection. We do recommend arranging adequate help to immediately move your order into your property upon delivery. Please remember some of the tiles are heavy and boxes can weigh up to 40kgs with some of the 1200 x 1200 tile packs weighing in excess of 60kgs. You will find pack quantities and tile pack weights on our website or ask us if you need more information.
Delivery of Slabs is arranged via specialist transport as these products are usually delivered in a crate or sometimes on A Frames. Note that slabs can weigh in the region of 60kgs each and is recommended the 2780 x 1200mm slabs are a 4 man lift.
We do not recommend booking your tiler in until after your order has arrived as we cannot be held responsible for any costs arising from a delayed delivery.
Due to the variation which occurs in ceramic and porcelains we operate a non-return policy for surplus tiles. It really is worth keeping any leftover stock. Whilst it is unlikely damage will occur if your tiles have been installed correctly, you will have some spares from the same batch just in case.
If you completely change your mind after your tiles arrive we offer a fuss-free 14 day return policy. All you need do is send your order back to us and we’ll refund you in full, excluding the original delivery charge.
Please note:
-You can return your goods to us within 14 days of receipt, providing they are in original resalable condition
-Unfortunately we can’t accept returns on leftovers or part orders. We can only accept returns of your full order and all tiles must be undamaged and in their original, unopened packaging. We can’t accept returns of unboxed or damaged tiles.
-Transport back to our warehouse must be arranged by yourself. We are unable to cover the cost of this.
-We recommend securely wrapping the tiles to a pallet and using a reputable delivery company to ensure they arrive with us safely.
-We’ll refund you in full once your order arrives into our warehouse and has been checked through.
– Refunds can take up to 10 working days to reach your account.
If you wish to return your order, please contact us via email or phone. We will send you a returns confirmation which you must print and attach to the pallet(s) you are returning.
