Shipping & Returns
Shipping Policy
Warehouse collection:
Enjoy the convenience of picking up your order directly from our store in Wheatley! Simply call us beforehand to let us know you're coming and ensure your items are prepped and ready to go. We'll schedule a pick-up time that works for you. (Free for all orders)
Free Delivery in Oxford:
Skip the trip and have your order delivered straight to your kerbside, completely free of charge! This offer applies to all addresses within the Oxford area.
Shipping Beyond Oxford:
For locations outside Oxford, we keep our shipping rates clear and competitive. You'll always know exactly what to expect at checkout, with no hidden fees.
Simple & Transparent Shipping:
We believe in making things easy. Our shipping policy is straightforward and easy to understand. Your satisfaction is our top priority, so we aim to keep you informed every step of the way.
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Delivery and Delays:
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Delivery times are our best estimates and can change due to various factors. We cannot guarantee specific delivery dates or times, and we are not liable for any losses caused by delays.
We have multiple warehouses across the UK, which means that deliveries may arrive on different days or at different times. Additionally, unforeseen circumstances such as traffic, weather, or haulier issues can sometimes cause delays.
If a delivery is delayed due to unforeseen circumstances, this does not constitute a breach of contract between the buyer and seller. There is no entitlement to damages or compensation for delayed deliveries.
The customer or a designated representative must be available at the delivery address to receive the tiles. Deliveries can arrive in a van or an 18-tonne lorry equipped with a tail lift.
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Return & Exchange Policy
Easy Returns (with some exceptions):
We want you to be happy with your purchase! You can return most items within 14 days of delivery, as long as they are unopened, undamaged, and in their original packaging (including straps, protective film, and bags). However, there are a few exceptions:
Partial Returns:
We only accept returns for up to 20% of the original invoice value. If you want to return more than that, a 20% restocking fee will apply.
Non-Returnable Items:
Cement-based and liquid products (like adhesives and grout) cannot be returned due to their nature.
Slight Variations:
Please note that slight differences in color, design, or shade are inherent in porcelain tiles, and each batch can vary. We cannot accept returns for these variations.
Time-Sensitive Claims:
It's important to notify us within 48 hours of delivery if you have any claims of shortage, incorrect tiles, or damage to goods during transit. You can reach us by email or phone. Please note that risk in respect of the goods passes to the buyer from the moment of delivery. Unfortunately, we cannot accept complaints once the tiles have been laid.
Special Orders:
Special order tiles or products are strictly non-returnable and cannot be cancelled or amended once confirmed and deposit paid. Delivery times are subject to change.
Additionally, flooring products, mosaics, and special-order products cannot be returned.
Return Shipping:
Please note that you will be responsible for the cost of returning any items to our warehouse.
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Refunds:
Refunds will be processed within 10 business days of receiving returned goods in original condition. Original shipping costs are not refundable.
Refunds are paid via Bank Transfer, we do not do Credit/debit card refunds.
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