Delivery & Returns

Delivery Information

Delivery Costs

You can check the delivery cost by updating your basket and entering your postcode in the calculate delivery cost section. Free local collection is also available from our Swansea warehouse.

Stock Items

We aim to dispatch your goods within 2-5 working days from placing your order.  Once we receive your order, we will contact you via email giving you the earliest delivery date available or the option to change to a more convenient date for yourself.

Non-Stock/Special Order items

On receipt of your order, we will email you giving an indication of the lead time which can be approximately 4 weeks, but this is subject to factory production dates. Once the goods have arrived in our warehouse, we will contact you to arrange a convenient delivery date.


Deliveries will either be by: -

  • DHL Express - anything under 30kg
  • Pallet Deliveries – 30Kg and above.  This is a kerbside delivery only and delivery is between 9-6pm.

Access Issues

When we contact you to arrange delivery of your order, you MUST let us know of any possible access issues, which will enable us to arrange a smaller vehicle if required.

Delivery Times

Deliveries are usually made between 9a.m. – 6p.m. If your tiles are being delivered by DHL, DHL will e-mail & text you on the day of delivery giving you a 1 hour delivery window or the option to leave in a safe place.  If you are expecting a pallet delivery, unfortunately we are unable to give time slots or track the consignment.

Kerbside Delivery & Packaging

Deliveries are made to the kerbside only, which means the driver will not be able to move the goods onto your driveway or to your door.  The drivers are not insured to enter your property or handle any of the products, so you may need to arrange help to move the goods into your property.  The driver is unable to remove any of the packaging which also includes the pallet, but please keep this to hand in case you wish to return any items to us.


On receipt of your order, please check the tiles and if you receive any damaged or incorrect tiles, you will need to inform us within 2 working days of delivery. We would request you notify us by e-mail to and include pictures of the tiles.  If the damaged tiles can be used for cuts, we will issue you with a refund or we can send replacements as quickly as possible. We apologise, but due to tile batching, we cannot offer replacements unless damage is notified within the specified time frame.

Late Deliveries

Orders are always despatched from our warehouse to meet requested delivery times, but unfortunately there can be delays to your delivery which are out of our control.  This can be due to weather, traffic, breakdowns or since 2021, there has been a driver shortage in the UK which has put some delivery depots under a lot of strain, but we will always try to keep you updated of any delays. We would advise against booking any trade person until you have received and checked your delivery, and we cannot be held liable for any costs arising from a delayed delivery.


If you want to cancel your full order, then please e-mail us within 7 days of your order date on confirming your order number.

If you want to cancel your full order after it has been despatched from our warehouse, but before physical delivery, you will need to accept the delivery and arrange to return the order to our warehouse at your own cost.  Returns will be subject to a 25% re-stocking charge and the delivery cost is non-refundable and returned goods must be in a re-saleable condition.


If you would like to return any surplus tiles,we only accept full boxes - whole orders can be sent back complete - and they must be returned within 30 days from the date you received your tiles.  Returns will be subject to a 25% re-stocking charge and the delivery cost is non-refundable and returned goods must be in a re-saleable condition. 

Please contact if you would like to cancel or return tiles, and we can forward to you our procedure for returning tiles.

Exemptions for Cancellations and Returns

We are unable to accept cancellation or returns on the following: -

  • Special Order Items
  • Part boxes
  • Adhesive
  • Grout & Silicone
  • Trims
  • Clearance/Job Lots
  • Paint


Once we have received your returned items and they have been checked, we will issue you with your refund which can take up to 5 working days.

To see our comprehensive guide with regards to deliveries, cancellations and returns, please see our terms and conditions.