Delivery Information
The cost of delivering your tiles will depend on where you live and the total value of your order. We can usually deliver within an approximate radius of our Derby or Codnor (Ripley) showrooms with a standard delivery charge, but further afield we use the Palletline network and the delivery charges will vary depending on postcode.
Order Confirmation and Delivery Options
When your order has been confirmed as complete we will arrange a convenient delivery date. You can also order your tiles online to collect from one of our branches or order in the showroom itself, you need to indicate your preferred collection or delivery option when ordering. Deliveries will be made between 8:30am and 4pm and someone must be available to accept and sign for the goods.
Delivery Methods and Buyer’s Responsibilities
Whether you are local enough to have your order delivered by our own van or will have your order delivered by the Palletline network – you have the responsibility of notifying the delivery company of any site conditions that might affect the delivery. These restrictions or conditions may include, although not be limited to, parking restrictions, vehicle access through width, height and obstruction, gravel and uneven surfaces, building sites and high rise buildings. Should you fail to notify of these and if delivery is not possible, or if it’s too great a risk for the health and safety of the driver and the goods as a result of your lack of notification, actions or inactions, it may well result in an additional charge to you and a further delay to your delivery.
Delivery Process and Safety Measures
The delivery driver will leave the load as close as is safe and possible to your property, at their discretion. Due to insurance and health and safety regulations, the driver is not obliged to carry tiles into your property and you will need to arrange for someone to help you do this if you’re unable to manage it yourself. If you wish to change your delivery date, you will need to let us know at least 48 hours prior to the original date and time as failure to let us know may incur an additional charge for your next delivery, unless the order is collected. If there is no one there to accept the goods or the goods are refused without good reason, when delivery is being attempted, you may also incur the same charge regardless of whether a collection is made at a later date.
Reporting on Shortages and Damages
All shortages and damages must be reported within 24 hours of delivery and any damage that is obvious at the time of delivery must be noted on the carrier’s delivery or consignment note. All damages must be supported by photographic evidence including packaging. The nature of a small number of damages may still be used for cuts and as such not needed to be replaced.
Samples
Free of charge samples of up to 15x15 size will be sent by post or parcelforce. You will be allowed up to 4 samples free of charge per customer. Full sized tiles sent through the post will be charged at our retail price less 50%, these are non-refundable. There may be a carriage charge based on the size of the tile. For assistance with borrowing sample tiles, get in touch with a member of our team.
Returns
Full boxes may only be returned to one of our branches and must be supported by your original invoice as proof of purchase.
Faulty/Damaged Goods
It is your responsibility to check the goods and if there are signs of damage, please include written details on the delivery paperwork as well as your signature. You need to contact us immediately and follow up with an email with your order or delivery note number as well as photographic evidence of the damaged goods where proven and appropriate. We will then be able to process a refund or replacement for the damaged articles.
Incorrect Goods
If a mistake occurs and the goods you’ve been supplied with are incorrect we will replace them with the correct order at no cost to you. You will need to provide evidence in the relevant paperwork to show the original order and the delivery note of the incorrect goods. We do ask that you protect and take adequate precautions to prevent damage to our products whilst they’re in your possession, prior to exchange. All packaging, where possible, should be kept intact and secure.
Please check immediately that you have the correct tiles and that they are the correct sizes and shades. Where a third party is receiving and/or fixing your tiles it is your responsibility to ensure that the tiles are checked before fixing. By fixing the tiles it is deemed that they are correct and we will not be able to replace them free of charge.
Excess to Requirement
At our discretion, we may accept full box quantities of excess orders if they are from stock lines where we have the same batches in stock. Returns must be made within 28 days of invoice with a copy of the original invoice (or invoice number) and at your own cost. Special order products , unfortunately, can not be returned. We will advise you on your order confirmation where your selection is by special order.
Frequently Asked Questions
Ideally, it’s better if you come and pick up sample tiles from one of our showrooms where you can benefit from seeing our full range and chatting with a member of our team. You can generally borrow samples this way, to look at them in your own environment. However, if you can’t get to our showroom then we can get them sent to you. You can order them online or get in touch to chat about your needs with one of our expert team.
