How do I make sure I order the right quantity?
Please ensure that all measurements are double checked prior to order placement. We recommend that you include an additional 10% to allow for cutting, minor imperfections, breakage,and natural variation. Unfortunately,we cannot accept the return of excess material including any ancillary products unless deemed unfit for purpose.
How can I find out about product variation?
We always recommend that you view as much of your product of choice as possible prior to purchasing. If you have not been able to visit our inspirational showroom, then we would be happy to send swatch samples or images to you. However, please note that samples and images are intended as a guide only and unfortunately cannot show all possible tonal and texture variations.
Delivery & Shipping
When will my delivery be made?
Standard deliveries are made between 9.00am and 5.30pm. Please be advised that unfortunately we will not be able to provide an ETA on standard deliveries, even on the morning of your delivery. Should you require a more accurate timescale, then morning (9.00am –1.00pm) and afternoon (12.00pm –5.30pm) or timed deliveries may be possible for a small extra charge. Please advise us if a timed delivery is required at the point of order placement so arrangements can be made if available.
How will my delivery be made?
Deliveries are made (kerbside to the nearest accessible point) using a large heavy goods vehicle with a mechanical tail-lift and pallet truck. Please advise us in advance of any access issues such as steep gradients, gravel driveways, overhanging trees etc.
Somebody must be available to accept, sign for and safely store the goods as required. Unfortunately, the driver is not able to unpack products and move them from the place of delivery. Orders will be shrink wrapped for protection, but please try to move the materials undercover as soon as possible and ensure all ancillary products are stored to avoid damage by frost or rain.
It is important that you provide us with the correct contact number should we need to call you prior to delivery. If a delivery fails because of incomplete or incorrect information being supplied, or if we are unable to contact you, then additional charges may be incurred. Neither party wishes this to be the case, so your assistance would be appreciated.
What do I do if my order arrives damaged?
The general condition of your order should be inspected,and any obvious damage itemised on the delivery note. Please ensure that the outer packaging is carefully opened so that inspection of the material can be made. Please do not sign as “unchecked” as this may invalidate any future claims. Please notify us of any issues as soon as possible and within your relevant timescale, (see Terms and Conditions). Minor edge chipping and slight imperfections are normal and often tiles that are slightly damaged can be used in cuts. We advise that you order a 10% allowance above and beyond your actual requirements to allow for potential cuts and wastage.
Can I return my order if I change my mind?
Once an order is placed and collected from the tile factory the order cannot be changed nor returned for any refund unless they are not fit for purpose and faulty.All our goods are special order items and cannot be returned so please make sure you are happy with your selections and quantity, before placing an order.
If anything is not fit for purpose or faulty,we will look at replacing those items as soon as possible for you.
Is my order in stock & how can I pay?
In most cases we do not stock items but order them directly from the factory for you within 3 weeks. However, if your chosen product is not currently available, we will note approximate lead-times on your quotation. Please feel free to contact us to discuss alternative sizes or products that may be delivered sooner. Orders can be confirmed with full payment by card, bank transfer, or cash. Cleared funds are required prior to despatch.
Lead times can vary due to delivery slot availability at the time, or any convenient day thereafter. We are happy to store your order for a maximum of 4 weeks.
If out of stock when will my stock be available?
The lead time that we add to your quotation is an estimate and can change by a few days which we usually allow for. If you have paid for your order,then once the goods are in stock,we will be in touch to arrange delivery. If still at quotation stage,then you can contact us for an update on lead times, but please note that a quotation does not secure the goods and therefore the lead time may be subject to change.
Can I amend my order?
Yes, your quotation can be amended at any time before payment is taken. Orders that are paid for can be amended or cancelled before the goods are int. Once booked in for delivery and in the warehouse system, amendments or cancellations may incur costs dependant on what stage the order is at.
What happens if I can’t make the scheduled collection time?
If you are running late then please contact us on 0151 3180569 to discuss available options, we will always try to be as accommodating as possible.
Arrival outside of the booked time slot may result in your collection having to be rescheduled.
Is my vehicle suitable to collect in?
It is important that your order can be collected as safely & securely as possible for your safety and that of your order. As a rule of thumb, up to 200kg can be collected in a reasonably sized family car. Anything over this weight will need to be palletised for loading onto a suitable vehicle by forklift.
Please note, ramps or tailgates can prevent forklifts being able to load your vehicle. If we cannot load a palletised order by forklift, then you may be turned away.
All collections are at the customer’s own risk & we reserve the right to refuse collection if we deem that the order cannot be loaded safely.
Should I inspect my order on collection?
Yes, the general condition of your order should be inspected on collection. In the unlikely event of any visible damage, please notify the member of staff helping you within 48 hours of receipt of the goods.
Minor edge chipping and slight imperfections are normal and often tiles which are slightly damaged can be used in cuts.
We advise ordering 5% to 10% allowance above and beyond your actual requirements to allow for potential cuts and wastage. Usually, the bigger the tiles the more wastage is produced, and you should check with your tiler/installer to order the correct quantity as re-ordering a few boxes can work out expensive with import charges.
Where do I collect my order from?
All collections must be made from our Showroom Between 9.00am and 4.00pm Monday to Friday and excluding bank holidays.
Located at Unit 18, Gibraltar Row, King Edward Industrial Estate, Liverpool, L37HJ.
Please make us aware prior to coming to collect the goods.