Delivery & Returns

Delivery Information

• Once your order has been processed, our warehouse and sales teams are informed and that’s where the journey begins.
• If you have ordered before 12pm on a specific working day (Monday-Friday) we will endeavour to have your order shipped out on the same day, assuming all items are in stock and that all products in your order are based in the same warehouse.
• If you place an order after 12pm, even if you select a next day service your order will be dispatched the following day. (please note : next day service is next working day)
• Delivery charges are priced per pallet, these charges are dependent on the delivery postcode and the level of service you choose.
• You can of course specify Saturday delivery or timed as well, please choose whichever service is convenient to you.
• For all economy orders, once your order has been dispatched from our warehouse, you will receive a text or email directly from the haulage company to arrange a suitable date for your delivery. (If you have any additional questions please feel free to contact us.)
• All our deliveries take place through a 3rd party nationwide haulage company.
• Before your order is collected our warehouse staff take photos of your order being prepared and once it’s packed.
• Once your order is all prepared, booked in and ready to go, it will be collected from one our warehouses and is then shipped to the relevant hub local to your delivery site so they can then organise the delivery.
• Please make sure you provided a correct contact number and email address so the haulage company can keep you in the loop during the process, also it is imperative that all site delivery questions are answered correctly and that any restrictions or access to your property are noted so they can plan in advance.
• In the event we do not have the correct information regarding the site, the haulage company may not be able to deliver your order and this can in turn lead to additional charges.
• Deliveries are restricted to kerbside only, the delivery driver is not obliged to deliver the tiles onto any private property.
• Small orders can be shipped via couriers and the price of the service is based on weight, your items will be delivered within 48 hrs.
• Accepting your order, once the goods are delivered please inspect your order, it is imperative that any damages or issues with the order are noted with the driver there and then.
• Please take photographic evidence of any damages and kindly forward them on to us ASAP.
• Any delay in reporting damages will unfortunately prevent us claiming from our haulage company.

Returns

• Have you over ordered and want to return some unused tiles?
• We may accept over ordered tiles back, however we need to be notified within 14 days of the delivery date and then the goods will have to be returned back to us within 28 days of the original delivery date. Please note that we reserve the right not to accept returns if the packaging or product is damaged, used or there is no more the same batch left of that particular product.
  
• Any returns after 28 days may not be accepted or may be accepted with a restocking fee.
• We would recommend keeping some left over tiles as spares just in case you end up needing to replace some in the future.
• Any requested returns unless our error we would request for you to arrange the return of the items.
• If you wish for us to organise the return, the tiles to be returned must be securely wrapped and placed on a pallet so the haulage company can collect. (images of your pallets before collection would be ideal to ensure they are wrapped correctly)
• Any material that returns to us damaged is not our responsibility and will be deducted from any refund.
• The return delivery charge is usually the same as what the original delivery charge was.
• Once goods are returned and reach us, assuming everything arrives in the correct condition your refund will be processed and debited back to you within 5-7 working days.