Delivery & Returns

International Shipping Available:

We're delighted to offer international shipping for select brands. Please note, international customers are responsible for import taxes and delivery from the port of entry to your desired destination. For more details and to place an international order, contact us on info@ivytilecompany.com or 03330507489.

 

Order Delivery:

Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched the next working day.

Please consult the 'Delivery' tab on each product page for an accurate estimate of delivery times. Additionally, a delivery estimation timeline is displayed on each product page for your convenience.

For imported brands, please allow a delivery timeframe of 4 to 6 weeks. We understand your eagerness to receive your unique tiles; this extended period is due to them being specially imported on a made-to-order basis. We appreciate your patience and understanding.

For all other tiles featured on Ivy Tile Company, the standard delivery time is typically between 3 to 5 business days. For expedited needs, express delivery is available within 1-2 business days.

Unfortunately delivery dates are not 100% guaranteed so we do not recommend booking in any tradespeople until you have received and checked your order. 

Please note that for larger orders (over 1000kg), we may dispatch your order on two or more pallets. 

 

Kerbside Delivery:

Similar to most pallet deliveries, our deliveries are made to the kerbside only. This means they will not necessarily be dropped at your front door or driveway. 

Unfortunately our delivery partners are unable to take away any pallets or packaging. Tile boxes can be very heavy so we recommend arranging help to move your order into your property beforehand.

Order Confirmation:

As soon as you place your order, we will pre-authorise your card however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched straight away. If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.

 

Damages:

We operate to extremely high standards, so we’re very sorry if there’s some damage to your order. All orders leave the warehouse in perfect condition, but damage can sometimes happen in transit.

For sustainable reasons, we do recommend that damaged tiles are kept and used for cuts on your project whenever possible. 

If you see or suspect damage of any description then please do the following within 24 hours of receiving your order. 

  • Sign DAMAGED on the delivery note
  • Take photos of all damaged tiles
  • Send info@ivytilecompany.com an email containing the following:
  • Name, Email Address, Order Number, Delivery note signed as Damaged, Delivery Date, Description of Damage, Upload Images.
Please note that if your delivery was not signed for as damaged we will not be able to send out free replacements.

  

Cancellations & Refunds:

Any orders cancelled after 24 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item.

 

Returns:

We strive to ensure that you are thoroughly satisfied with your tile purchase from us. However, if you find yourself not fully satisfied upon delivery, we offer a 14-day return policy.

Return Conditions:

  • Returns must include the entire order, and all tiles should be in their original, unopened boxes.
  • To initiate a return, please complete the Returns Form here. Our team will contact you promptly to assist further.
  • Please note that the responsibility for arranging and covering the cost of return shipping to our warehouse rests with you.

Brand-Specific Return Restrictions:

  • Please be aware that we cannot accept returns for the brands AVA, La Fabbrica, Vitacer, and Florim once delivered, as these orders are made to order and imported specifically for you. Returns for these brands are only possible in cases of manufacturer faults.
  • We apologize for any inconvenience this may cause.

Additional Return Conditions:

  • If the return is accepted by the manufacturer, all items must be in re-saleable condition to qualify for a credit.
  • The minimum return quantity is 3m².
  • A 20% restocking fee will apply.

Refund Process:

  • Upon receipt and inspection of your return, we will confirm and process your refund. Please allow up to 10 working days for the refund to be credited to your account.