Delivery & Returns
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.
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 allow up to 4 weeks for delivery. We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at firstname.lastname@example.org so that we can help.
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. Don’t worry - we won’t charge you for this!
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.
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 email@example.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.
Please note that any orders placed under 40m² on selected brands will be liable for a surcharge of £90.
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.
We want to make sure you’re really happy with your tiles but if for some reason you're not fully satisfied we offer a 14 days returns policy from the point of delivery.
We can only accept returns on your full order with all tiles in unopened boxes.
Simply complete our Returns Form below and we’ll be in touch.
You’ll need to arrange the delivery back to our warehouse - please note that we can’t cover the cost of this.
Unfortunately we cannot accept returns on Brands: AVA, La Fabbrica, Vitacer once product has been delivered due to orders being made to order and imported in specially, unless it is by fault of the manufacturer. We're sorry for any inconvenience this might've caused.
If returns are accepted by the manufacturer all goods must be returned in re-saleable condition to validate credit. The return must be a minimum of 3m² and a 20% restocking fee will be applied.
Once we’ve received and checked your order, we’ll email to confirm the refund.
Refunds may take up to 10 working days to reach your account.