Shipping
Delivery
Here at tilezone, we’re big believers in great service and making sure your delivery arrives safe and sound is pretty much top of our agenda. All of our orders are sent on a wooden pallet using a trusted pallet network to ensure a quick and hassle free delivery at a low price. Please take time to read our deliveries terms and don’t hesitate to get in touch if you have queries.
How much will my delivery cost?
Prices may vary, please enter your postcode at the checkout for an exact price.
How long will my delivery take?
Our standard delivery service generally takes between 2 – 5 working days. Deliveries take place between 8am and 6pm.Once you have placed your order we will be in touch to arrange a convenient delivery date. Please note:
o deliveries are made on Monday to Friday excluding bank holidays
o delivery times apply to items in stock
o if an item is out of stock we will contact you to advise on a delivery date, suggest an alternative or organise a refund
Do you offer any additional services?
If you would prefer a more time-specific delivery you can choose from the following:
o £30 next day
o £20 timed morning or afternoon delivery (plus £25 standard charge)
o £40 Saturday morning delivery (plus £25 standard charge)
Please note that we will need to receive your order before 11am for a next day delivery
Late Deliveries
Please do not arrange to have tiles delivered on the day or the day before you have your tilers booked in just in case there are any issues. Very occasionally your tiles may not arrive on the nominated day, due to factors outside our control, such as bad weather, traffic, etc.We cannot be held liable for any delay or costs arising from this.
Your Delivery Itself
How will my tiles be delivered?
All orders are packed and shrink wrapped onto wooden pallets, which generally measure 120 x 80 cm. The total weight of the pallet will not exceed 1000 kg. Larger orders may be sent out on more than one pallet.
Kerbside delivery
The driver will, at his discretion, drop the pallets at the nearest and safest point to your property he deems possible. Please note that due to insurance constraints the driver is not insured to enter your property or communal areas and cannot physically handle the tiles. If there is a need to move tiles immediately after delivery then it is essential to arrange for a responsible person to be present. Please remember that tile boxes can be heavy and weigh up to 25 kg – it may be advisable to have two able-bodied adults present to move the tiles into your property.
Access Issues
If you have access issues close to your home, it is your responsibility to inform us so that we can arrange for a smaller vehicle to make the delivery. Examples include narrow lanes, major roadworks or overhanging trees. If we are not informed about local access issues then we may have to charge for re-delivery
What time will my tiles be delivered?
Our standard deliveries take place between 8am and 6pm.We do ask the drivers call you an hour prior to delivery but please note that this is not a guaranteed service. Please ensure there will be someone present all day to check and sign for your tiles.
Signing for your delivery
It is vital that your order is inspected and confirmed before you sign to accept the delivery. There will be a sticker on each pallet asking you to check the order. It is advisable to have a Stanley knife or heavy-duty scissors to cut the protective shrink wrapping. If you are not present to sign for the goods please ensure that the person responsible for signing is aware of the order due in and our delivery guidelines.
What happens if no-one is present for delivery?
Please ensure that a responsible person will be present to accept the goods on your nominated delivery day. If the driver attempts to deliver and no-one is present then a re-delivery will have to be made and this may incur an additional charge.
Damaged Goods
We prepare each order by hand in our warehouse and check each individual box for damage. Thankfully, damage during transit is extremely rare but it can happen on occasion.
Inspect immediately upon delivery
There will be a label on your pallet asking you to inspect your delivery before you sign to accept it. Whilst we realise that it is difficult to check every box, if you see damage of any description you must mark “DAMAGED” on the delivery note and nothing else. Please then:
o inform us within 24 hours that your order has been damaged
o inform us the exact amount of damaged tiles within 72 hours
o provide photographic evidence
We will then be able to provide replacement tiles free of charge under our haulier’s insurance policy. Please note that if goods are signed for as being in ‘good condition’ and later found to have been damaged then we cannot make a claim against the haulage company and we cannot replace the goods free of charge. It is your responsibility to ensure that the person responsible for signing for the tiles adheres to the above.
Allowance for minor damage
Your order must contain allowances for ‘waste and cuts’ – we generally advise ordering 10% extra. Occasionally there may be tiles with small chips or cracks on the edges or corners. These can easily be used within the cuts and waste allowance. We will only replace damaged tiles if the total amount of unusable tiles is greater than 5% of the total order.
Missing Items
A delivery note will be included on the side of each pallet. Please check this note against your actual order. If there is any shortfall this must be noted on the delivery note and you must inform us within 24 hours so that we can arrange replacement tiles.