Need to return something?
Complete our Returns Form below, give us some feedback and we'll be in touch.
To help you buy with confidence we offer a 28-day returns policy on all orders.
If within 28 days of receiving your tiles you decide you do not want to keep them, we will accept the return of your FULL ORDER ONLY. For us to be able to accept your return, all boxed tiles must be returned in unopened boxes so we can put them back into stock. Stone tiles in crates or on pallets must be returned in their original packing. Everything must be packed in a safe and secure manner to ensure tiles arrive back undamaged.
You will need to arrange safe and secure collection & delivery back to our warehouse on pallets. We advise you to use a reputable pallet transport company to ensure the goods get back to us in the condition they arrived as we cannot accept the return of damaged goods.
If you wish us to arrange collection for you, we can do so only if you have followed the procedures outlined under the “Returning Your Order” section below but we will need to charge you a one-off administration/re-stocking fee of £48 as well as the transport costs involved in getting the goods back to us, which will be advised prior to collection.
We are unable to accept returns for:
1. Part Orders or Leftover Tiles – we have a “no returns policy” for surplus tiles. It is the customer’s responsibility to ensure the correct amount has been ordered (your tiler can help here). We recommend adding at least 10% more than the area to be tiled to allow for cuts and damages. It is better to have more than less as ordering more will incur extra delivery charges. Also, it is a good idea to keep a few tiles spare to cover accidental damage to laid tiles in the future.
2. Unboxed or Damaged Tiles
Returning Your Order
Under most circumstances we will accept back complete unwanted orders. If you wish to return your order, please fill in and submit the form at the left to notify us of your return request and obtain a return authorization number. Once your return authorization number has been issued:
If we are collecting on your behalf.
1. Secure your tiles to the original delivery pallet(s) – they need to be packed just as they arrived so they get back to us safely. We will not be able to accept your return if our couriers are not able to load the order onto their vehicle with the use of a pump truck. Their vehicles are not equipped with hiab (long arm) capability or forklift trucks.
2. Take a photo of the packed pallet(s) and email it to us prior to it being collected in case of the need for a claim of damage in transit.
3. Notify us that your returns are ready for collection. We will communicate with you after about the collection arrangements.
If you are arranging your own return:
You can arrange to return the goods yourself using a reputable pallet transport company.
Follow steps 1 and 2 above.
Then notify us when we can expect delivery at our warehouse. We will contact as soon as they arrive back at our warehouse.
Once we have received, checked, and processed your return, we will issue a refund to the card or account used to originally make the purchase. If we have arranged collection for you, WE WILL DEDUCT THE CHARGES OUTLINED ABOVE.
Funds can take up to 5 working days to reach your account.