Delivery and Returns
We offer a nationwide delivery service, the price based on the weight and type of your order. Most orders will be dispatched on a pallet and can normally be delivered within five working days. We also offer an export service on request. When you place an order, a specific delivery date will be arranged to suit you, or alternatively in the case of special orders, we will provide you with an estimated delivery week, with a specific date to follow once the goods have been produced / are ready for delivery.We will endeavour to deliver on the agreed date, however we cannot guarantee delivery dates and times as these may be affected by circumstances outside our control. We will do our best to contact you if we are forewarned of delays.
Deliveries are between 9 - 5pm, Monday -Friday except Bank Holidays. Most orders are packed in either wooden crates or pallets. They will be delivered on a large lorry so it is important that any restricted access details are advised prior to your delivery. The pallet will be placed, at the driver’s discretion, to the nearest safest point to the property; this may be on the drive or kerbside. Drivers are not able to unpack goods into your property, so it is important that you arrange for somebody to be present who is able to do so.
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). Your delivery may have extra or broken tiles which are additional to your ordered quantity. These are normally left in to brace the other tiles and will be noted on your delivery note. You need to take special care when unpacking your tiles as spacers may need to be removed from the packaging before the tiles are lifted out. Tiles should always be stacked and stored vertically (on edge) but not on a hard surface as this causes unnecessary edge chipping. If we are unable to carry out the delivery at the agreed delivery address, we will return the goods to our warehouse and get in touch to re-arrange the delivery. In this case we might have to charge a re-delivery fee.
(EXCLUDES SPECIAL ORDERS & CEMENT TILES)
Due to the variation which is inherent to encaustic cement tiles, natural stone and ceramic & porcelain, we are not able to accept returns of unused or unwanted tiles. We would strongly recommend keeping surplus tiles as these can be used in the future if any damage occurs to the tiles you have installed and will be from the same batch. Should you wish to excercise your right to return under Consumer Contracts Regulations, you may do so by informing us within 14 days of receipt of delivery. Goods must be returned to us unopened, unused and in their original packaging. Please confirm that you wish to return the order by contacting us within 14 days of receipt and we will confirm a returns address and reference for your package.
You will be responsible for the cost of returning goods once delivered. We are not responsibile for any loss or damage to any returned goods in transit so we recommend that you return the goods through a recorded delivery service. Please carefully package the goods together with your returns reference as any goods lost or damaged in transit will be chargeable. Once a return has been agreed, the goods must be returned within 14 days of giving notice of your intent to return.
Showroom: firstname.lastname@example.org | 020 7485 7227Transport: email@example.com | 020 7485 7227
Q. I live overseas, can I still buy from you directly?
A. Yes, provided we do not have a distributor in your country of residence we can arrange the export of your order for you. If we do have a distributor, whilst we cannot export directly to you, we can certainly assist you with an introduction to our local team who will be able to assist you with your purchase. Our export team can be contacted on +44 20 7485 7227; and will be happy to explain how to arrange an overseas delivery.
Q. My property is difficult to access in a large vehicle, can you still deliver to me?
A. Yes, we can certainly still deliver to you, however we may need to organise a specific type of vehicle. Please contact us for help and advice.
Q. I missed my delivery, what happens now?
A. Please contact your local store as soon as possible and our team will help arrange a new date for the delivery. We may have to charge an additional delivery fee for this service if our delivery team attempted the first delivery at the pre-agreed time.
Q. Can I have my goods delivered to an alternative address?
A. If you have previously bought from us and arranged delivery to your account address, we can deliver your order to an alternative address for any subsequent deliveries. Sadly, if this is the first delivery for you, we can only deliver to the account address linked to the payment card used. This is to protect you from fraud or card misuse.