Kerbside service
Your pallet will be unloaded at the nearest safe and accessible kerbside point. Delivery into a building, garage, garden or up steps is not included.
Delivery & returns
Know exactly what to expect.
Clear guidance for pallet delivery, access, inspection, cancellations and returns before you place your order.
£59 UK pallet delivery · Free when you spend over £449.
Delivery is kerbside. The driver delivers the pallet to the nearest safe, accessible point and cannot carry boxes inside your property.
Palletline delivery
Preparing for delivery day.
Suitable access
The delivery point must be accessible to a large goods vehicle. Tell us before ordering about narrow roads, weight restrictions, low bridges, controlled access or restricted parking.
Flat, firm ground
A pallet truck requires a firm, level surface. Gravel, grass, steep slopes, loose ground and high kerbs can prevent the pallet being moved beyond the vehicle.
Someone must be present
Please arrange for a responsible person to receive and inspect the delivery. Re-delivery charges may apply when a booked delivery cannot be completed.
Move boxes promptly
Tiles are heavy. Arrange sufficient help to move the boxes from the kerbside into a dry, secure location. The driver cannot unpack the pallet or dispose of packaging.
Inspect before signing
Check the pallet for visible damage and note concerns with the driver where possible. Photograph the pallet before removing wrap and retain all packaging if you need to report a problem.
Before installation
Check every box before tiles are fitted.
Confirm the product, size, finish, shade and calibre against your order. Dry-lay tiles from several boxes to review colour and pattern variation. Do not install tiles if you believe the product is incorrect or defective; contact us first.
Check quantities and allow suitable wastage
Confirm batch, shade and calibre labels
Inspect tiles in good natural light
Use a qualified installer and suitable materials
Keep spare tiles for future repairs
Cancellations & returns
Straightforward support when plans change.
Online order cancellation
Consumers normally have 14 days after receiving an online order to tell us they wish to cancel, followed by a further 14 days to return eligible goods. Your statutory rights are not affected.
Return condition
Contact us before returning anything. Tiles must be unused, uninstalled, securely packaged and suitable for resale. We may reduce a refund where handling has diminished the value of the goods.
Return transport
Unless goods are faulty or incorrectly supplied, the customer is responsible for arranging and paying for safe return transport. Tiles should be insured and palletised appropriately.
Faulty or damaged goods
Send your order number, photographs of the pallet, packaging, labels and affected tiles as soon as reasonably possible. Do not dispose of goods or packaging until our team has reviewed the claim.
Installed tiles
Installation generally indicates acceptance of the product. We cannot cover fitting costs or claims for visible shade, size, finish or surface issues that should reasonably have been identified before installation.
Refund timing
Eligible refunds are processed in accordance with applicable consumer law after returned goods, or satisfactory evidence of return, have been received and assessed.
This page is a practical summary and does not limit your statutory rights. Full terms should be read alongside our Refund Policy and Terms of Service.
Unsure about access?
Send us your postcode before ordering.
Tell us about the delivery address, order size and any access restrictions. We will help you choose the most appropriate service.