Deliveries & Returns
Any order with a total weight of 20kgs or under and that consists of eligible products (eg. sealants, cleaners, a few small tiles) will be despatched via a courier service and delivery can be two working days. Order before 2.30pm on Monday and delivery will be Wednesday.
Any order over 20kgs (or some over-sized products) will need to be palletised for delivery to the nearest accessible point (which may be the kerbside). Palletised deliveries have a lead time of four working days. If ordered before 2.30pm on Monday goods will be delivered Friday.
For deliveries through the pallet network, the delivery date can be brought forward by one day (for an additional charge of £12.00 (inc. VAT) per pallet) e.g. Order before 2.30pm Monday, delivery Thursday.
Standard deliveries are made between 9.00am-5.30pm. If this does not suit, for a charge of £21.60 (inc. VAT) per consignment, a specific AM (9.00am-1.00pm) or PM (1.00pm-5.30pm) delivery can be selected.
Please note, due to the safe working practices in place due to the current situation, delivery lead times are currently slightly longer than usual. Palletised deliveries can be made from around 10 working days whereas parcel deliveries from 8 working days. We are working hard to bring these delivery timescales down as quickly and as safely as possible.
Our nationwide delivery service is competitively priced, fast and reliable and we can arrange an export service on request. All deliveries are chargeable and are based on the weight/size of your order. Once an order has been placed goods can normally be dispatched for delivery within seven working days. Delivery of special orders, slabs, large-format tiles, some bathware and sizeable orders is best carried out on one of our specialist off-load vehicles, so timescales may increase. A specific delivery date will be arranged to suit you.
Most deliveries are between the hours of 9.00 am and 5.30 pm, Monday – Friday except Bank Holidays. An additional charge will be made for a specific morning, afternoon or timed delivery.
Most orders are packed in either wooden crates or onto pallets which will be delivered on a large lorry so it is important that any restricted access details (such as overhanging trees, steep gradients or gravel driveways) are advised prior to your order being placed. The consignment will be placed, at the driver’s discretion, to the nearest, safely accessible point to the property; this may be on the drive or at the kerbside.
The delivery driver cannot help handle the goods, so it is essential for you to arrange for a responsible individual to be present. Somebody must be available to accept, sign for and safely store the goods as required. Unfortunately, the driver is not able to unpack products and move them from the place of delivery. Orders will be shrink wrapped for protection, but please try to move the materials undercover as soon as possible and ensure all ancillary products are stored in dry conditions to avoid damage by frost or rain.
All orders must be examined on delivery and any shortages, damages or other discrepancies must be noted on the delivery note and reported within the specified time period (see Terms and Conditions). Your delivery may have extra or broken tiles which are additional to your ordered quantity. These are normally left in to brace the other tiles and will be noted on your delivery note.
Care needs to be taken when unpacking all stone tiles as spacers may need to be removed from the packaging before the tiles are lifted out. Tiles should always be stacked and stored vertically (on edge) but not on a hard surface as this causes unnecessary edge chipping.
Collections can be made from our Monmouth warehouse by prior arrangement (normally with a minimum of 48 hours notice). Please ensure that goods are collected in a vehicle capable of being loaded by fork-lift and able to transport your order safely and securely. Collected goods must be inspected at point of collection and are transported at the individual’s own risk. To discuss collecting your order please contact us.
Due to the variation which occurs with natural stone, ceramic, porcelain, decorative & glazed materials we operate a non-return policy. It should be noted that any surplus tiles are worth keeping as they will be from the same batch as your original material and can be utilised should any damage occur after the tiles have been installed.