Deliveries, Collections & Returns
We aim to deliver online orders within two working days.
- How will my tile sample be delivered?
- How will my order be delivered?
- How do I report damages?
- What if I changed my mind?
- Can I return excess tiles?
Delivery Options
| Cut Samples | Free |
|---|---|
| Branch Collection | Free |
| Orders over £299 | Free |
| Package under 20kg | £12.99 |
| Pallet 20kg – 500kg | £45 |
| Pallet 500kg and over | £55 |
Tile Samples
Cut samples are available for most of our ranges and you can freely select up to four unique samples to be delivered per customer. Samples will be delivered by Royal Mail, estimated delivery within two working days. We do not charge for delivery.
Full-sized samples of tiles larger than 10 x 10 cm can be purchased by simply adding a single tile to basket, however, these will not qualify for free delivery.
Please note, all cut samples are a general indication only of texture, colour and pattern and can be used as guidelines only.
Collect from Branch
We offer a free collection service from any of our four branches in: Bury St Edmunds, Colchester, Ipswich and Norwich.
Although usually available next day, please allow up to three working days for your order to be available for collection from your local branch. You will receive a confirmation email when your order has arrived and is available for collection.
Deliveries
The above prices apply to UK Mainland addresses only (excluding some regions in Scotland including the Scottish Highlands & Islands). For any other UK locations please email helpdesk@tileandstonegallery.co.uk or call 01473 241800 to discuss delivery options available to you.
UK mainland is defined as most parts of the island that comprises England, most of Scotland (excluding some areas in Scotland, Scottish Highlands & Islands) and Wales.
Once you have placed your order a confirmation email will follow once your delivery has been arranged. If you require an urgent delivery or a date that is more convenient for you, please email helpdesk@tileandstonegallery.co.uk or call 01473 241800 and we will accommodate you as best as possible.
If you are not in when the delivery is attempted on the agreed date and there is no safe location for the delivery to be left, then a redelivery charge of minimum £30, based on the original weight of the order, will need to be paid before we can attempt to redeliver.
Tile & Stone Gallery endeavour to deliver your tiles as quickly as possible, but occasionally experience stock delays, which can sometimes extend the delivery timescale. Please email helpdesk@tileandstonegallery.co.uk or call 01473 241800 for further information and to check current stock levels.
Access issues
Please inform us in advance if there’s any local access issues such as narrow lanes, repair works or road closures. This way, we’ll be able to make alternate arrangements if required, so there’s no delay to your delivery.
There may be an extra charge if a smaller vehicle or re-delivery is required – we’ll discuss this with you, where necessary.
For insurance reasons and health and safety, delivery drivers cannot enter your property when delivering goods. Be ready to check your delivery against your order for any missing, damaged or wrong items. If you receive any broken tiles which cannot be used for cuts, please email helpdesk@tileandstonegallery.co.uk or call 01473 241800.
Damages, shortages or faulty tiles
We inspect all orders prior to leaving our warehouse to make sure there are no damages.
DAMAGES – you should:
- Sign DAMAGED on the delivery note if you notice damages to packaging/tiles at point of delivery.
- Take photos of all damages
- Send full details within 48 hours of receiving your delivery of any damages not noticed at time of delivery.
- Email helpdesk@tileandstonegallery.co.uk with your order number, delivery date, description of the damage together with photos taken.
- Hold onto the damaged tiles, these will be collected unless otherwise informed
Replacements or a refund will only be issued for goods damaged upon receiving notice requested as above.
For sustainable reasons, we do recommend that damaged tiles are kept and used for cuts on your project whenever possible.
SHORTAGES – you should:
- Send full details of shortages/missing items within 48 hours of receiving your delivery to: helpdesk@tileandstonegallery.co.uk with your order number, delivery date and any photos taken.
Replacements or a refund will only be issued for goods not received if notice is given to us as above
FAULTY – you should:
- Send full details of fault within 30 days to: helpdesk@tileandstonegallery.co.uk with your order number, delivery date, description of fault together with photos taken.
Replacements or a refund will only be issued for faulty goods if notice is given to us as above
Cancelling Order or Return of goods
Cancel your order
If you change your mind about the tiles, you have ordered and want to cancel the whole order*
| Online Purchase | |
|---|---|
| You must inform us: | Within 14 days, starting on the last day you received delivery of the goods |
| You must return the tiles: | At your own cost within 14 days, after you informed us to wish to cancel your order to our head office at Olympus Close |
| When we will make the refund to you: | Within 14 days, from the last day we received the goods back from you, subject to goods returned in a resaleable condition |
Return surplus tiles*
| Conditions | Online Purchase | |
|---|---|---|
| You must inform us: | Full box quantities only No cut, damaged tiles or used tiles |
Within 14 days, starting on the last day you receive delivery of the goods |
| You must return the tiles to us: | At your own cost or taken to one of our 4 branches | Within 30 days, starting on the last day you received delivery of the goods |
| When we will make the refund to you: | Subject to goods returned in a resaleable condition | Within 14 days, from the last day we receive the goods back from you |
*We are unable to accept returns of perishable products unless otherwise faulty