Tile orders are generally delivered on a pallet due to the weight and by a vehicle with a tail lift. Please inform us when ordering, if your property has restricted access to large vehicles. 

Your order will be delivered to the kerbside at your property on a pallet.

Providing they are a current stock item and the same shade/batch as those we have in stock at the time of the return, we give a full refund for full cartons of tiles in their original unopened packaging up to 30 days from delivery.

Adhesives and grouts etc where the packaging has been opened would not be accepted (as, of course, they are then subject to deterioration), nor would tools etc which have been used or the packaging opened.

Important note: the cost of any return is your responsibility

Please contact us before returning goods to ensure they are acceptable. Refunds are normally processed within 7 working days, upon receipt and checking of returned products.

Responsibility for the tiles passes to you on signing for receipt of the order. Check your tiles carefully when they are delivered for any signs of damage as we must be notified within 48 hours of you receiving your order if the damage is present.  Failure to do so will render any transit damage claim void.

To guarantee safe delivery and minimise damage, all tile orders are shipped on a pallet whether this is 1 carton or 100. Without parcel carriers, breakage risks are reduced. Customers benefit from subsidised delivery costs. Pallet companies charge by weight, with the smallest pallet holding up to 250kg.

Natural stone (marble, granite, slate, travertine) is porous, as is unglazed ceramic. Porcelain, being denser, is generally not porous, although polished porcelain can be, as the polishing process itself can open up tiny pores on the surface. Any liquid spilt on the tile is therefore liable to soak into the tile and cause permanent staining.

However polished porcelain can be treated at the factory to make it impermeable, and in fact we do not sell any porcelain which needs sealing. Nor do we sell unglazed ceramic, so the only tiles we sell which do require sealing are natural stone. There are some exceptions with this too, for example some mosaics are sealed at the factory, so always ask for advice when making a selection.

There are two types of sealant – the surface sealer which coats the surface of the tile, and the penetrating sealer which is absorbed into and fills the pores of the material. The penetrating sealer is a permanent treatment, whereas the surface sealer will wear and require re-treatment after several years, but it can also be used to give the stone a satin sheen.