DELIVERY & RETURNS
STANDARD DELIVERY (Mainland UK 3-5 DAYS)
IS FREE ON ALL ORDERS OVER £100.
Standard Delivery (3-5 days) costs £19.95 for orders under £100.
Next Day Delivery (order before 12pm) is available for £29.95 to most locations in England – please check in store or over the phone before ordering.
Please note all deliveries are kerb side deliveries, meaning couriers will drop product as close to your door as possible – but if on a busy street without much access it can be literally ‘kerb side’.
We are currently unable to deliver outside mainland UK with our standard delivery solution.
Please note that the following postcodes GY, HS, IM, IV41, IV42, IV44, IV45, IV46, IV47, IV48, IV49, IV55, IV56, JE, KA27, KW, PA, PH9, PH15, PH16, PH17, PH18, PH19, PH20, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PH42, PH43, PH44, PH49, PH50, TR21, TR25, ZE will incur a £50 surcharge per order.
Samples: up to 3 cut-size samples for free. Please see samples policy for full details.
We endeavour in most cases to deliver your tiles to exactly where you require. However, in some cases, due to health and safety regulations, we may be unable to deliver goods into a Customer’s property. If you are unsure, please give us a call before ordering and we will be able to advise you.
You must make all arrangements necessary to take delivery of products when we deliver them in accordance with the stated delivery times for the delivery charge you have paid. If you do not accept delivery of the products or if we are unable to deliver or are delayed in delivering products to you because of your actions or omissions then you may be liable to pay us for any costs we may incur.
Do not book a tiler or any other tradesperson until you have received your products. We are not liable for any financial loss incurred by you as a result of late or incorrect delivery. Delivery promises are given in good faith, but no responsibility will be accepted for delays howsoever they may be caused.
If you order too many tiles, full, unopened boxes can be returned for a FULL REFUND (excluding the original delivery charges), up to 30 days after delivery. However, customers must pay the cost of returning the tiles to us. Please contact us for a returns form on 01634 373 893 or contact your local store.
If you’re not 100% happy with your tiles, please let us know within 14 days of delivery. We will do everything that we can to help rectify the problem.
Returns by post or courier
Please complete the returns form and then arrange for the unopened boxes to be returned to the following address:
Returns to your local store
Alternatively, you can drop off your returns at your local store – please see the ABOUT US page on the TileStores website for details of the store locations and opening hours.
- No goods will be accepted for return unless they are presented together with the original invoice or receipt
- Where we have delivered the goods, we reserve the right to levy a 25% restocking charge upon return
- Any breakages, damages, or shortages must be notified within 24 hours of collection or delivery
- Under no circumstances, will we accept the return of adhesives or grouts
- Sale goods will not be accepted for return or credit
- Please see the section below in relation to the return of Special Orders
The terms offered in this policy are in addition to any statutory rights you may have
SIZE AND VARIATIONS
Due to the nature of tiles, shade and size variations occur from batch to batch.
We will always endeavour to supply your orders from one batch to ensure consistency. You are advised to view the current batch available before purchase.
For subsequent orders, for example when quantities for a project have been underestimated, we will endeavour to supply you with the same batch again. However, this is not always possible, and you are advised to allow for 10% wastage when calculating quantities, in order to avoid shade and size variation problems. Surplus, full boxes of tiles can be returned in accordance with our Returns Policy.
Please check your tiles carefully prior to fixing for shade and size variation, which may include dry laying. If you are not happy with the shade of your tiles, we cannot accept responsibility once they have been fixed; fixing to a substrate means that you have accepted the tiles in their present state so no refunds or replacements will be available.
If you have any questions regarding shade and size variation, please ask a member of the team.
The vast majority of items that we sell are from our own stock, but some of our products are classed as Special Order which means that those products are custom made or specially ordered for individual customers.
If you are placing a Special Order, we respectfully ask that you are confident of your measurements/requirements, as we are unable to accept the return of Special Orders. We cannot accept responsibility for incorrect measurements or over ordering. Upon receipt of your order you will need to check for any breakages, damages or shortages and report any problem to us within 24 hours of collection or delivery if we are to deal with the issue properly. We cannot accept responsibility for any breakages, damages or shortages if notified to us following this 24 hour period.
RETENTION OF TITLE
All goods supplied by us will remain the property of TILESTORES.CO.UK until payment for them has been made in full.