Delivery and returns

Delivery, collections & returns

General information

We offer nationwide delivery, which is competitively priced and reliable. All product deliveries are subject to a charge which is based on the weight/size of your order. This can be calculated at the checkout on our website ( 

Once an order has been placed, our team will advise you on the timescale for delivery, the best options for the size and type of products, as well as confirming the associated delivery charge. 

Most deliveries will take place between the hours of 8:00am and 8:30 pm, Monday to Friday (with the exception of bank holidays). 

The day of delivery

Your delivery driver cannot help handle the goods, so it is essential for you to arrange for a responsible person, such as your builder, to be present on arrival to supervise the offload, sign for and safely store the goods. 

The driver is also not authorised to unpack products and move them from the place of delivery. Orders will be shrink wrapped for protection, but this is not waterproof so materials should be moved undercover as soon as possible. Do also ensure that all ancillary products are stored in dry conditions to avoid damage by frost or rain.

Take care when unpacking the goods - straps and packers may need to be removed before the goods are taken out of the packaging. 

They should always be stacked and stored vertically (on edge), but not on a hard surface as this may cause unnecessary edge chipping of stone and porcelain products. Stone tiles may need to dry out before the installation process begins. Please ask your fitter to advise you if this is the case. Timber products should be given sufficient time to acclimatise in the property before fitting. 

Products need to be checked on delivery to ensure those delivered match your order. While we aim to have your products delivered in tip top condition, damage can occur in transit so this must be recorded on the delivery note. This, with any accompanying images, should be emailed to us on the day of delivery. Any shortages should also be reported within 24 hours of delivery. 

Your Options:

Palletised kerbside delivery

Orders are delivered to the kerbside on pallets and this covers most of mainland UK. Palletised deliveries are made with a large lorry and the consignment is deposited with a pallet truck. It is the customer’s responsibility to report any access issues such as overhanging trees, narrow streets and steep or uneven surfaces. 

The driver is not authorised to unload goods from the pallet and is only authorised to leave the materials at the edge of the premises. A tail-lift is available on request but can only be used on level ground. If the freight is not suitable to offload via a tail-lift vehicle, a forklift truck may be required. 

Our rapid palletised deliveries typically require 3-5 business days from receipt of payment. We will advise on delivery charges at time of ordering. 

Please contact us on 01225 310561 with any delivery questions. 

Order collection

Small orders: can be collected from our Design Centre at 1 Mile End, London Road, Bath BA1 6PT by prior arrangement, with 48 hours’ notice.  

Large orders: can be collected from our warehouse at Mount Pleasant, Draycot Cerne, Chippenham SN15 5FA by prior arrangement of 48 hours’ notice.  

Collected goods must be inspected at the point of collection and be transported in a suitable vehicle, at the client’s own risk. 

Collection times:

Monday – Friday: 09:00am – 4:40pm

Saturday – by prior arrangement (from the Design Centre in Bath only)

To arrange collection, please contact us on 01225 310561. 

Returns & surplus

It is important to be aware that natural and batch related materials will have unavoidable variations in colour, tone and pattern from the samples you see, often only subtle. As a result we are not able to accept returns of goods based on these factors. Should you have any questions or concerns in advance of placing your order for a natural product, please contact a member of our team to talk it though. 

Should any of your order arrive damaged, we ask that you report this to us within 24 hours so that we can arrange replacements for you. A member of our team will work with you to arrange this as swiftly as possible. 

It is well worth keeping any surplus tiles as they will be from the same batch as your original material and can be used should any damage, such as breakages or staining, occur after installation.

For all delivery queries, please contact a member of our team on 01225 310561. We are always here to help.