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Delivery Information
Delivery Information
Everything you need to know about how your tiles are delivered, what to expect on arrival, and what to do if something isn't right.
Our full delivery terms form part of our Terms & Conditions (Section 6). By placing an order, you agree to those terms.
We deliver nationwide across mainland UK. Delivery to Scotland, Northern Ireland, and some offshore or remote postcodes may be available but will carry an additional charge. Please contact us before placing your order to confirm availability and cost for your area.
Economy Delivery — 3–5 Business Days
Our standard service. Tiles are delivered to kerbside on a pallet within 3–5 business days from dispatch. Place your order by 11:00am Monday to Friday for same-day dispatch. No timed delivery slots are available on this service.
Next Day Delivery — 1–2 Business Days Extra charge
Available to most mainland UK addresses. Order by 11:00am Monday to Friday. The current charge is shown at checkout. Not available on UK public holidays. A specific delivery time within the window cannot be guaranteed.
Saturday Delivery +£80 per pallet
Deliveries take place between 8:00am and 12:00pm. An additional charge of £80 per pallet applies on top of the standard rate. Not available in all areas — please call or email us before ordering to confirm your postcode is covered.
Kerbside Delivery
Most orders are delivered by 18-tonne HGV with a tail lift. Tiles are placed at the nearest kerbside point accessible to the vehicle — this may be the pavement, road, or boundary of your property as determined by the driver.
Drivers cannot carry tiles inside your property or unpack pallets for insurance and health & safety reasons. Please ensure the drop-off point is clear, safe, and accessible.
Vehicle Access & Lighter Orders
Smaller vehicle needed? If your road can't accommodate an 18-tonne HGV, let us know when ordering. We can arrange a 7.5-tonne vehicle for an extra £30 per pallet. If you don't tell us in advance and delivery fails, a redelivery charge will apply.
Orders under 20kg are sent via parcel courier. Same timeframes apply but an exact date cannot be guaranteed.
| Service / Charge | Amount | Notes |
|---|---|---|
| Next Day Delivery | See checkout | Current rate displayed at checkout |
| Saturday Delivery | +£80 per pallet | On top of standard charge. Confirm availability with us first. |
| 7.5-Tonne Vehicle Upgrade | +£30 per pallet | Must be requested before dispatch |
| Address Change Fee | £20 admin | Plus any difference in delivery cost. Before dispatch only. |
| Redelivery | Charged at cost | Payable before redelivery is rescheduled |
| Scotland / N. Ireland / Remote Postcodes | Contact us | Additional charge — call or email for a quote before ordering |
All delivery charges are the responsibility of the customer and are non-refundable in all circumstances, including where products arrive damaged.
Please do not book tilers, contractors, or installers until all your tiles have arrived and you are fully satisfied with their condition and quantity. We cannot accept liability for tradesperson costs caused by delivery delays or damaged tiles found after bookings have been made.
All delivery dates and timeframes provided at checkout, in order confirmations, or by our team are Estimated Times of Arrival (ETAs) only. They are not contractual commitments. Tile Topia makes no guarantee that delivery will occur on or by any estimated date.
Delivery may be delayed, postponed, or rescheduled to a different day due to factors including but not limited to: carrier capacity, road conditions, adverse weather, access issues at the delivery address, or other circumstances beyond our reasonable control. Tile Topia shall not be liable for any loss, cost, expense, or damage of any kind arising directly or indirectly from a late, delayed, or postponed delivery — including but not limited to tradesperson fees, contractor standby costs, project delays, site downtime, or consequential losses.
Do not book tradespeople, contractors, or commence site works on the basis of an estimated delivery date. We strongly advise waiting until your tiles have been physically delivered and fully inspected before making any installation bookings.
Please ensure a responsible adult (18 or over) is present to receive and sign for the delivery. If you won't be there, you can nominate someone — email their name and contact number to [email protected] before dispatch.
Before signing the Proof of Delivery (POD), inspect the pallet, shrink wrap, and boxes. If anything looks damaged, sign as "Damaged". If you can't fully check it at that moment, sign as "Unchecked". Signing as clear when there is visible damage will harm your ability to claim later.
Unpack and check every tile before booking tradespeople or starting installation. Do not install tiles you are unhappy with — contact us first at [email protected].
Email [email protected] within 48 hours of delivery with clear photos of every damaged tile, an exact count, and your order number. Claims after 48 hours cannot be accepted.
Tiles are fragile goods delivered over long distances on pallets. Our pricing incorporates a transit damage tolerance of up to 5% of the total quantity supplied across your entire order — this tolerance is calculated on the total order quantity as a whole, not assessed on a per-pallet basis. For example, on an order of 4 pallets, the 5% tolerance applies to the full combined quantity, not separately to each individual pallet.
Damage within this 5% total-order threshold is not automatically eligible for replacement or credit. Where damage exceeds 5% of the total order quantity and you have reported it correctly within 48 hours, we will assess your claim and, where valid, consider a credit note or partial refund first, or replacement tiles (at our discretion) where damage exceeds 20% of your total order.
One claim per order only. Report all damage in a single email. Keep all damaged tiles and original packaging until your claim is resolved.
Once installation has begun, we cannot accept claims for breakage, shading variation, or batch differences. Please check everything before you start work. If in doubt, contact us first.
We strongly recommend ordering 10–20% more than your calculated area — this covers cuts, wastage, shade selection, and minor transit breakage, and ensures you have matching stock for any future repairs.
Order Hasn't Arrived
If your order hasn't arrived within 2 days of the estimated delivery date, contact us straight away. We'll investigate with the courier and if items can't be located, arrange a replacement or full refund at no extra cost.
Something Is Missing
Report missing items to [email protected] within 48 hours of delivery with your order number. Where a shortfall is confirmed we will dispatch outstanding products or issue a partial refund.
Need to Change Your Address
Email us before dispatch. A £20 admin fee applies plus any difference in delivery cost. We cannot redirect orders that have already been dispatched.
Received the Wrong Tiles
Email us with photos and your order number straight away. Within 30 days you can reject and claim a full refund. After 30 days we'll offer replacement first. Do not install tiles you haven't checked — once laid, they are considered accepted.
important
A difference between the product name or code shown on our Website and the name, code, or description printed on the factory box does not automatically mean the wrong tiles have been supplied. Manufacturers often use different factory names, internal codes, shade references, calibre references, or packaging descriptions. We will assess whether the goods supplied match the Product ordered by reference to the actual tile specification, including material, size, finish, colour family, and general design.
Our team is available Monday to Friday, 9:00am–5:00pm, and happy to help with any delivery question.
