Delivery Costs
You can check the delivery cost by updating your basket and entering your postcode in the 'calculate delivery cost' section. You will also see the delivery cost at checkout once you have entered your delivery information. Delivery costs vary depending on the weight of your order and your location.
In Stock Items
We aim to dispatch your goods within 2–5 working days from placing your order.
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.
Delivery & Returns
Watch Our Delivery Video:
Learn more about our delivery service by watching the video below, or scroll further to read the information instead.
Key Information
Delivery Dates
You may have had the option to select a delivery date in the cart or at checkout. This depends on the products you order and their stock levels. If you selected a date, we'll confirm that with you. If you didn't, you'll receive an email from us to confirm your delivery date. If our selected date doesn't work for you, we are happy to move it to something more convenient.
We don't allow delivery date selection for sample orders, as we aim to get these delivered in 2-3 working days.
How Your Order Arrives
How your tiles are delivered depends on the size and weight of your order.
Smaller Orders - Up to 30kg
Smaller orders are delivered by our courier partner, DX. You should receive communication on the day of your delivery with details of when to expect them. Delivery is typically within a few working days of dispatch, or on your scheduled date if your order doesn't contain samples.
Large Orders - Over 30kg
Larger orders are delivered on a pallet through our logistics partner, who works within the Palletforce network, one of the UK's leading pallet delivery services. These deliveries are made to the kerbside. Delivery will be on your confirmed date, typically within a few working days of your order being ready. Tiles are heavy and relatively fragile, which is why larger orders need to travel on a pallet rather than a standard courier van. It's the safest way to make sure your tiles arrive in perfect condition.
Kerbside Delivery: What To Expect
All pallet deliveries are made to the kerbside - meaning the driver will place your tiles at the edge of the road or pavement directly outside your property. They won't be able to bring them onto your driveway, through your gate, or to your front door.
This is standard practice across the tile industry, and the reason is a practical one: the drivers aren't insured to enter your property. If anything on your driveway or garden were damaged during unloading, they wouldn't have the liability to cover it. Kerbside delivery is there to protect you as much as anything else.
Our Suggestions:
Be at home on delivery day, or make arrangements in advance for a safe place where the tiles can be left. Tiles can be heavy, so if you have someone who can give you a hand moving them inside on the day, it's always worth having them around. Please also hold onto the pallet and all packaging until you're happy with your order, in case you need to make a return.
Your Delivery Lorry
Smaller deliveries fulfilled by DX will usually arrive on a standard delivery van.
Pallet deliveries typically arrive on a standard articulated lorry. These are large and robust vehicles, well-suited to carrying heavy and relatively fragile loads - like tiles - safely and efficiently.
However, we also have access to a smaller 7.5 tonne lorry through the Palletforce network. The easiest way to picture it: it's roughly the same size as a standard bin lorry. If a bin lorry can get to your home, a 7.5 tonne lorry can too.
Access Issues
Access issues are something we ask every customer to think about before their delivery is confirmed. If any of the following apply to your address, please contact us before your delivery is booked in and if it's a pallet delivery, we'll arrange the smaller 7.5 tonne lorry instead:
- A narrow lane or country road that a large lorry may not be able to navigate
- Height restrictions in your area - low bridges, barriers, or restricted routes
- Limited parking or tight turning space in a more urban street
- A Red Route or road where stopping isn't permitted
We're happy to arrange around any access issues if you let us know about them. We just need to know in advance, so if you have any doubt at all, get in touch early and we'll make sure the right vehicle is sent.
Contact us: ordersupport@bakedtiles.co.uk
Delivery Timing & Delays
Deliveries are made between 9am and 6pm. If your order is coming via DX courier, you'll receive an email and text on the morning of delivery with a window of a few hours to expect the delivery in. For pallet deliveries, we're unfortunately unable to offer detailed time slots or live tracking, so we'd recommend being at home for the day if possible.
If you've selected a delivery date at checkout, we'll confirm that with you. If you haven't, we'll be in touch by email to confirm your delivery date - and if that date doesn't work, just let us know and we'll rearrange it
Deliveries can occasionally be delayed due to factors affecting our delivery partners that are outside of Baked Tiles' control: traffic, weather and driver availability are some examples. We cannot be held liable for any costs arising from a delayed delivery, but we will do our best to assist and provide you with additional information if this situation is to arise.
Reporting Damages
On receipt of your order, please check your tiles over. 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 ordersupport@bakedtiles.co.uk 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.
Booking Your Tiler
This is advice we give to every single customer:
Please don't book your tiler until after your tiles have arrived and you've had a chance to check them over.
If your tiler is already booked and your delivery is pushed back even by a day, it creates a knock-on issue. We recommend getting your tiles first and then booking your tiler, or booking your tiler for a few days after the tile delivery is scheduled to arrive. This minimises the likelihood of any delivery delays (although rare) impacting your project.
Returns & Cancellations
Cancellations
If you'd like to cancel your order, please email ordersupport@bakedtiles.co.uk within 7 days of placing it, including your order number.
If your order has already been dispatched but not yet delivered, you'll need to accept the delivery and arrange to return it to us at your own cost. Returns in this case are subject to a 25% restocking charge, and the original delivery cost is non-refundable.
Returns
If you would like to return any surplus tiles, we can 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. Returned goods must be in a re-saleable condition.
Please contact ordersupport@bakedtiles.co.uk if you would like to cancel or return tiles, and we can forward to you our procedure for returning tiles.
Exemptions for Cancellations & Returns
Unfortunately, we're unable to accept cancellations or returns on the following products:
- Special Order Items
- Part Boxes
- Adhesives
- Grout & Silicone
- Trims
- Clearance/Job Lots
- Paint
Refunds
Once we've received and inspected your returned items, your refund will be processed within 5 working days.
Additional Details
To see our comprehensive guide with regards to deliveries, cancellations and returns, please see our terms and conditions.https://www.bakedtiles.co.uk/pages/terms-conditions
