Choose a Convenient Delivery Date
Choose your delivery day at checkout. 98% of orders arrive on the chosen day, though delays outside our control can occasionally happen - so we’d avoid booking a tiler until your tiles have arrived.
Delivery of Your Order
Most orders arrive on a wooden pallet via Pall-Ex, the UK’s leading pallet network, delivered kerbside for safety. This is standard practice for pallet deliveries. Drivers may wheel it onto your driveway or into a garage at their discretion, but this isn’t guaranteed. Smaller orders are sent as a parcel, usually by DPD.
Delivery Times and ETAs
Deliveries arrive between 8am and 6pm on your chosen day. For Pall-Ex deliveries, you’ll get an ETA by email once the vehicle leaves the local depot - please stay home until then.
This ETA service is currently available on approx. 80% of deliveries.
Accepting Your Delivery
Please make sure a responsible adult is home to inspect the tiles for damage, check everything’s arrived, sign for the delivery, and move the boxes inside. If you spot any damage, follow the steps below.
Damages
We pack every order to a high standard to minimise damage in transit, using puncture-proof shrink wrap rather than cheaper stretch film. Orders leave our warehouse in perfect condition, though damage can occasionally happen along the way - usually from an obvious knock or puncture.
If you see or suspect damage of any description then please do the following:
1. Write DAMAGED on the delivery note
2. Photograph the damaged tiles
3. Complete our Damages Form within 24 hours of receiving your order
We can only send free replacements if your form and photos are received within 24 hours of delivery. It’s worth keeping any damaged tiles in case your tiler can still use them.
Unloading your order
Drivers unload your pallet using a tail lift and pump truck, then wheel it to a flat, safe spot on the kerb. For health and safety reasons, they can’t open the pallet, carry boxes indoors, or deliver up steep inclines, gravel drives or other tricky access. Please contact us first if you’re unsure your address is suitable.
Moving Your Order
Once signed for, you’ll need a Stanley knife to cut through the shrink wrap. Boxes can weigh up to 30kg, so it’s worth asking someone to help carry them in.
Access Issues
Let us know about narrow lanes, roadworks or closures so we can plan around them. A smaller vehicle or re-delivery may carry an extra charge, which we’ll always discuss with you first. Please add this to the Delivery Notes box at checkout.
Choose a Convenient Delivery Date
Choose your delivery day at checkout. 98% of orders arrive on the chosen day, though delays outside our control can occasionally happen - so we’d avoid booking a tiler until your tiles have arrived.
Delivery of Your Order
Most orders arrive on a wooden pallet via Pall-Ex, the UK’s leading pallet network, delivered kerbside for safety. This is standard practice for pallet deliveries. Drivers may wheel it onto your driveway or into a garage at their discretion, but this isn’t guaranteed. Smaller orders are sent as a parcel, usually by DPD.
Delivery Times and ETAs
Deliveries arrive between 8am and 6pm on your chosen day. For Pall-Ex deliveries, you’ll get an ETA by email once the vehicle leaves the local depot - please stay home until then.
This ETA service is currently available on approx. 80% of deliveries.
Accepting Your Delivery
Please make sure an adult is home to inspect the tiles for damage, check everything’s arrived, sign for the delivery, and move the boxes inside. If you spot any damage, follow the steps below.
Damages
We pack every order to a high standard to minimise damage in transit, using puncture-proof shrink wrap rather than cheaper stretch film. Orders leave our warehouse in perfect condition, though damage can occasionally happen along the way - usually from an obvious knock or puncture.
If you see or suspect damage of any description then please do the following:
1. Write DAMAGED on the delivery note
2. Photograph the damaged tiles
3. Complete our Damages Form within 24 hours of receiving your order
We can only send free replacements if your form and photos are received within 24 hours of delivery. It’s worth keeping any damaged tiles in case your tiler can still use them.
Unloading your order
Drivers unload your pallet using a tail lift and trolley, then wheel it to a flat, safe spot on the kerb. For health and safety reasons, they can’t open the pallet, carry boxes indoors, or deliver up steep inclines, gravel drives or other tricky access. Please contact us first if you’re unsure your address is suitable.
Moving Your Order
Once signed for, you’ll need a Stanley knife to cut through the shrink wrap. Boxes can weigh up to 30kg, so it’s worth asking someone to help carry them in.
Access Issues
Let us know about narrow lanes, roadworks or closures so we can plan around them. A smaller vehicle or re-delivery may carry an extra charge, which we’ll always discuss with you first. Add this to the Delivery Notes box at checkout.
What day will my delivery be?+
Your delivery date will be the day you chose at checkout. If, for some reason, we’re unable to deliver on that day, we’ll contact you to re-arrange a suitable date.
Will I receive an ETA?+
On the delivery date, once the delivery vehicle has left the local depot you will normally receive an email with an estimated time slot for your delivery.
Please note that this is not guaranteed and not yet available on 100% of our deliveries.
What happens if my order is late?+
Very occasionally, there may be a delay to your delivery that’s outside our control. This is usually down to events such as bad traffic or weather conditions. In this case, we’ll do our very best to let you know.
Please note that we cannot be held liable for any costs arising from a delayed delivery, so we would advise not booking in tradespeople until after your order has been delivered.
Where do you deliver to?+
We deliver to most areas of the UK, including the Scottish highlands and islands. Unfortunately we don't currently deliver to Northern Ireland.
Certain remote and island postcodes are subject to an additional delivery charge, listed below.
What are your remote postcodes?+
Additional delivery charges are automatically applied at checkout if you live in a remote or island postcode:
£85 - Remote postcodes:
AB, DD, DG3-9, EH31-36, 39-42, FK20-21, G83-84, IV1-39, 63, KA19, 26, KW1-14, ML10-12, PA21-38, PH1-41, 49-50, PO30-41, TD11-15, TR
Delivery takes 5 working days and you can choose your preferred delivery date at checkout. Next working day delivery is also available for many of these postcodes for £110 (order by 11am, Mon-Fri) - this option will automatically show at checkout if your address is eligible.
£125 - Channel Islands, Isle of Man and Scottish islands:
GY, HS, IM, IV40-56, JE, KA27-28, KW15-17, PA20, PA40+, PH42-44, ZE
Delivery takes 7 working days and you can choose your preferred delivery date at checkout.
For both sets of postcodes, a reduced delivery charge of £25 applies for smaller orders that weigh less than 18kg.
Can I change my order?+
If you need to amend the quantity, delivery date or address on your order, please contact us within two hours of placing your order and we’ll do our best to assist. Otherwise, redelivery charges may apply.
Can I cancel my order?+
If you’d like to cancel your order, please contact us within two hours of placing your order. We normally dispatch our orders very quickly and if your order has already left our warehouse, a cancellation charge may apply.
My address is tricky. How will the driver find me?+
If your address is hard to find, please add delivery instructions or what3words to the Delivery Note box before check out, so that we can pass this onto our delivery partners. Alternatively, please contact our helpful customer service team.
How will my order be delivered?+
To ensure a safe and secure delivery, most of our orders are delivered on wooden pallets. These pallets are generally 'half' or 'full' size and measure approximately:
Half size - 80 x 60 cm
Full size - 80 x 120 cm
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!
Will the driver take my pallet away?+
Unfortunately the delivery driver is unable to take away any pallets. Although you can take unwanted pallets to your local recycling centre, they are in demand.
So rather than dispose of your pallet, we recommend contacting a local business or listing them on Facebook Marketplace or Gumtree. Alternatively, why not upcycle your pallet and transform it into something new yourself?
Will my order arrive in separate deliveries?+
Occasionally, if you order two or more different tiles, they may be delivered separately on the same day. If this happens, it’s usually because we’re sending the tiles from two separate warehouses.
What happens if I’m not in for my delivery?+
Please make sure that someone will be present to accept your delivery. If the driver arrives and nobody is home, we may need to reschedule the delivery and re-delivery fees may apply. If you decide to cancel your order instead, a failed delivery charge may apply.
Can my delivery be left if no-one’s present?+
As our deliveries are kerbside only, we prefer that someone is present to receive your order. If this is not possible, please contact us by email to confirm you’re happy for the order to be left unsigned for.
Please note that once delivery has been made, the goods become your property and we cannot be held liable for any damage or missing items.
Can you store tiles for me?+
Ready to order but not ready for your tiles? We can store your order in our warehouse for up to 90 days, completely free. Simply choose your preferred future delivery date then checkout, and we’ll do the rest.
Do you offer next working day delivery?+
Yes - order before 11am, Monday to Friday, and we'll deliver your tiles the very next working day. For example, if you order at 10:59am on a Friday, your delivery will be the following Monday. Just select the Next Working Day Delivery option at checkout.
Can I return and cancel my order?+
Don’t worry if you change your mind after you receive your tiles - we offer an industry leading 100 day returns window. Click here if you'd like to arrange a return.
Please note that this is only available on your full order, rather than individual or unused boxes.
Can the driver call me before delivery?+
If you'd like the driver to contact you before delivery, please request this in the delivery notes box prior to checkout.
What day will my delivery be?+
Your delivery date will be the day you chose at the checkout. If, for some reason, we’re unable to deliver on that day, we’ll contact you to re-arrange on a suitable day.
Will I receive an ETA?+
On the delivery date, once the delivery vehicle has left the local depot you will normally receive an email with an estimated time slot for your delivery.
Please note that this is not guaranteed and not yet available on 100% of our deliveries.
What happens if my order is late?+
Very occasionally, there may be a delay to your delivery that’s outside our control. This is usually down to events such as bad traffic or weather conditions. In this case, we’ll do our very best to let you know.
Please note that we cannot be held liable for any costs arising from a delayed delivery, so we would advise not booking in tradespeople until after your order has been delivered.
Where do you deliver to?+
We deliver to most areas of the UK, including the Scottish highlands and islands. Unfortunately we don't currently deliver to Northern Ireland.
Certain remote and island postcodes are subject to an additional delivery charge, listed below.
What are your remote postcodes?+
Additional delivery charges will be automatically applied if you live in a remote or island postcode:
£85 - Remote postcodes:
AB, DD, DG3-9, EH31-36, 39-42, FK20-21, G83-84, IV1-39, 63, KA19, 26, KW1-14, ML10-12, PA21-38, PH1-41, 49-50, PO30-41, TD11-15, TR
Delivery takes 5 working days and you can choose your preferred delivery date at checkout. Next working day delivery is also available for many of these postcodes for £110 (order by 11am, Mon-Fri) - this option will automatically show at checkout if your address is eligible.
£125 - Channel Islands, Isle of Man and Scottish islands:
GY, HS, IM, IV40-56, JE, KA27-28, KW15-17, PA20, PA40+, PH42-44, ZE
Delivery takes 7 working days and you can choose your preferred delivery date at checkout.
For both sets of postcodes, a reduced delivery charge of £25 applies for smaller orders that weigh less than 18kg.
Can I change my order?+
If you need to amend the quantity, delivery date or address on your order, please contact us within two hours of placing your order and we’ll do our best to assist. Otherwise, redelivery charges may apply.
Can I cancel my order?+
If you’d like to cancel your order, please contact us within two hours of placing your order. We normally dispatch our orders very quickly and if your order has already left our warehouse, a cancellation charge may apply.
My address is tricky. How will the driver find me?+
If your address is hard to find, please add delivery instructions or what3words to the Delivery Note box before check out, so that we can pass this onto our delivery partners. Alternatively, please contact our customer service team.
How will my order be delivered?+
To ensure a safe and secure delivery, most of our orders are delivered on wooden pallets. These pallets are generally 'half' or 'full' size and measure approximately:
Half size - 80 x 60 cm
Full size - 80 x 120 cm
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!
Will the driver take my pallet away?+
Unfortunately the delivery driver is unable to take away any pallets. Although you can take unwanted pallets to your local recycling centre, they are in demand.
So rather than dispose of your pallet, we recommend contacting a local business or listing them on Facebook Marketplace or Gumtree. Alternatively, why not upcycle your pallet and transform it into something new yourself?
Will my order arrive in separate deliveries?+
Occasionally, if you order two or more different tiles, they may be delivered separately on the same day. If this happens, it’s usually because we’re sending the tiles from two separate warehouses.
What happens if I’m not in for my delivery?+
Please make sure that someone will be present to accept your delivery. If the driver arrives and nobody is home, we may need to reschedule the delivery and re-delivery fees may apply. If you decide to cancel your order instead, a failed delivery charge may apply.
Can my delivery be left if no-one’s present?+
As our deliveries are kerbside only, we prefer that someone is present to receive your order. If this is not possible, please contact us by email to confirm you’re happy for the order to be left unsigned for.
Please note that once delivery has been made, the goods become your property and we cannot be held liable for any damage or missing items.
Can you store tiles for me?+
Ready to order but not ready for your tiles? We can store your order in our warehouse for up to two months, completely free. Simply choose your preferred future delivery date then checkout, and we’ll do the rest.
Do you offer next working day delivery?+
Yes - order before 11am, Monday to Friday, and we'll deliver your tiles the very next working day. For example, if you order at 10:59am on a Friday, your delivery will be the following Monday. Just select the Next Working Day Delivery option at checkout.
Can I return and cancel my order?+
Don’t worry if you change your mind after you receive your tiles - we offer an industry leading 100 day returns window. Click here if you'd like to arrange a return.
Please note that this is only available on your full order, rather than individual or unused boxes.
Can the driver call me before delivery?+
If you'd like the driver to contact you before delivery, please request this in the delivery notes box prior to checkout.
