We’re committed to clear, fair policies to ensure your order arrives safely and any returns are handled smoothly. Please review our delivery terms, return eligibility, and fees before placing your order.

 

To get in touch, simply email [email protected] and we’ll be in touch, or call us on 0208 965 5582.

Delivery Information:
  1. Kerbside Delivery Only
    All deliveries are made kerbside only. Drivers are not responsible for moving goods beyond this point.
    It is the customer’s responsibility to ensure that sufficient staff or support is available on-site to safely unload the items upon arrival.
  2. Delivery Discrepancies
    Customers must inspect all goods upon delivery.
    Any damages, shortages, or discrepancies must be reported within 48 hours of delivery. Reports made after this window will not be accepted under any circumstances.
Returns Policy:

  1. No Returns Accepted On:

    • Adhesives

    • Grouts

    • Perishable goods

    • Special order items

    • Any 2 cm Tiles & mosaics

    • Any item not in its original condition or packaging

  2. Returning Unused or Undamaged Goods

    • Returns of eligible goods (stocked items) can be made within 28 days of the delivery date.

    • All items must be returned in their original packaging and with the original invoice.

    • A restocking fee of 25% to 35% will be applied, depending on the product type and condition.

    • Some returns may be charged 10% per SKU (stock keeping unit), especially where individual handling or repackaging is required.

  3. Refunds & Collection Terms

    • Refunds for returned goods will only be issued once the items have been received and inspected by our team.

    • Collection for returns may be arranged upon request but is subject to additional collection charges.

  4. Cancellations

    • If an order is cancelled after processing, a 30% cancellation fee will be applied.

    • Special orders cannot be cancelled once confirmed.