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Shipping Information
Delivery Options
Fast Delivery
Typically next working day when sent from us, or up to 5 days when sent from a supplier.
This will be the fastest possible delivery to you, from us or from suppliers.
Economical Delivery
Typically 2-3 working days when sent from us.
This option is only available when products are sent from us or from select suppliers, in cases where there is a cheaper but slower option.
Standard Delivery
Typically 2-3 working days, from the supplier.
This option indicates that a product is only available directly from the supplier, and they do not offer a fast delivery option.
Parcel Delivery
For small orders on select products, deliveries will be made with a courier.
These deliveries are typically tracked, next day, and substantially cheaper.
Free Delivery
For select products, orders will qualify for free delivery over a certain quantity.
Sample Delivery
Sample deliveries are always free.
Multi-Delivery
In cases where you order products that require delivery from multiple locations, this will be explicitly stated in the delivery name.
It may be possible to consolidate your delivery, but this is usually significantly slower and may be more expensive.
Delivery Timescale
For any product that we stock, next working day (fast) deliveries are available and 2-3 working days (economical) deliveries are available, as stated above.
Delivery timescales vary by brand in cases where we do not stock the products (differences listed only):
- Tilemaster: 2-3 working days only
- Verona: 3-5 working days only
In cases where either ourselves or our suppliers run out of stock of ordered products, delivery timescales start from when the products are back in stock.
Delivery Addresses
We offer delivery to most mainland UK addresses.
You can verify if your address can be delivered to by entering a postcode before checkout, you will be shown a price if we deliver to that postcode.
We do not offer international shipping.
Delivery Types
Parcels
Parcel deliveries are usually performed by DPD, but in some cases could be another parcel courier.
Your mobile number and email will be passed on for text/email notifications if the service is provided by them.
Heavy Goods
Most of our deliveries are performed with Heavy Goods Vehicles, usually 11 tonne. This applies for anything over 30kg, any large-format products, or anything sufficiently fragile.
HGVs are large, so please ensure that the vehicle will be able to reach your property or somewhere nearby. If a bin wagon can reach it, a HGV can.
Deliveries are Monday-Friday and all-day (between 9am and 5pm), but are typically between 10am and 4pm. If this is not suitable you can call us for surcharge options, such as before 12pm deliveries.
All deliveries are on a pallet and dropped off kerbside (not carried into your property). There must be someone at the property to accept and sign for the products. In some cases the delivery driver will move the pallet to a more convenient location, but this is at the driver's discretion.
A phone number must be provided, ideally a mobile number. This number is usually called 30 minutes prior to the delivery, and will be called if nobody is at the property. Delivery drivers will wait up to 15 minutes if you inform us or them.
If a HGV delivery fails due to access issues or nobody being there to sign for the products, delivery will be re-booked and you may be charged for the additional delivery, even if it was originally a free delivery.
We will usually call you to arrange HGV deliveries before sending them out, in most cases we will not send out a HGV delivery until we have discussed this with you.
Returns and Damages
Return deliveries and damage replacement deliveries usually use the same method of delivery that they were sent out with, and will have the same requirements.
For returns, you will pay for return delivery. For damage replacements, deliveries are free.
Returned products are only refunded if they are in the same condition they left us in, make sure to take photos of products being returned so that you still get a refund in the event the courier damages the products on a return delivery.
Perishable products or products with storage requirements (powdered products) are non-returnable due to storage requirements, but we will still replace damages.