Delivery Information

We offer shipping and delivery services to bring our products right to your doorstep. Here are some important details about our shipping policy:

While placing the order, provide your mobile / telephone number as this will help our delivery partners serve you better.

Shipping and Delivery Times:

Shipping and delivery times may vary depending on your location and the availability of the product. We strive to get your order to you as quickly as possible, but please understand that there may be occasional delays.

• Economy Delivery Service:
  Our standard Economy Delivery service typically ensures your order arrives within 3–5 working days from the date of dispatch. To qualify for same-day dispatch, orders must be placed by 11:00am, Monday to Friday. Deliveries are made by our trusted third-party courier partners between 8:00am and 6:00pm on working days.
  While we do everything we can to deliver on time, we strongly advise customers not to schedule tilers or contractors for the day of delivery, as exact delivery times cannot be guaranteed.
• Next Day Delivery Service:
  For faster delivery, we offer a Next Day Delivery option to most mainland UK addresses for an additional charge which ensures your order arrives within 1-2 working days from the date of dispatch. Orders must be placed by 11:00am to qualify, and this service is available only on working days (Monday to Friday), excluding public holidays.
  During peak seasons or busy periods, this cut-off time may be moved earlier—so we recommend contacting our team to confirm if you're placing a time-sensitive order.
• Saturday Delivery Option:
  If you require delivery on a Saturday, we offer this service for an additional flat charge of £65 per pallet on top of the standard delivery charge. Saturday deliveries take place between 8:00am and 12:00pm.
  Please note that Saturday delivery is not always available in all areas, so we advise calling our team in advance to check availability and confirm your request.

Need Help?
If you're unsure which delivery option suits you best or if your location qualifies, our customer service team is happy to help. Just give us a call or drop us an email, and we’ll ensure your order gets to you as smoothly as possible.

Responsibility for Delays, Damages, and Losses: 

While we make every effort to ensure a smooth shipping and delivery process, we cannot be held responsible for any delays, damages, or losses that may occur during transit. We work with reliable shipping partners, but unforeseen circumstances can sometimes impact the delivery process.

Also if you have any doubts on the condition of the products in the order you received, kindly sign the Proof of Delivery (POD) as "damaged" or "unchecked" if a thorough inspection cannot be conducted at the time of delivery. Failure to do so may invalidate claims for damages and replacements.

It is an industry standard to account for a small percentage of breakage (commonly 5-7%) due to the fragile nature of the products and transit. Refunds or replacements are generally provided only for damages that exceed this established allowance. Please order 5 - 10% extra to cover damages and cuts. Report any significant damage with photos within 48 - 72  hours  of delivery in email at sales@tiletopia.co.uk.

For more details on Breakages please visit Returns Exchanges & Breakage page.

Shipping and Delivery Fees, Taxes, and Duties:

As the customer, you are responsible for covering all shipping and delivery fees, as well as any applicable taxes and duties. These charges may vary depending on the destination and the specific products ordered.

Also we are currently unable to deliver outside the UK and some postcodes in the UK with our standard delivery solution. In case you are not able to buy the product at checkout on our website, let us know and we will come back to you with the possible available solution.

Please ensure that your shipping address is entered correctly at checkout.

If the address needs to be changed after the order is placed, a £20 admin fee will apply, along with any difference in delivery charges.

All address change requests must be submitted via email to sales@tiletopia.co.uk.

Delivery Methods and Considerations:

Deliveries are typically made using 18 Tonne Wagon with Tail Lift HGV. Your products will be delivered to the kerbside, which is the edge of your property nearest to the road. In case if your delivery address is not able to accommodate the 18 Tonne Wagon, we will have to request 7.5 Tonne Wagon for delivery where an excess of £30 will be charged to customers.

Due to the weight of the products, please note that certain obstacles such as sloped or gravel driveways may require the delivery to be made to an alternative location. 

Access restrictions, such as narrow roads or specific regulations, may also affect the delivery process. If your property has restricted access, kindly inform us when placing your order.

In cases where a second delivery attempt is necessary using a smaller vehicle due to undisclosed access restrictions, a redelivery charge will be applied and payable by the buyer.

Unpacking and Carrying of Products:

For insurance and health & safety reasons, our delivery personnel are unable to unpack or carry the products into your home. Please ensure that someone is available to receive the delivery at the specified location.

Tiles Delivery:

Tiles will be securely strapped and shrink wrapped on a pallet. The delivery will be made to the ground level edge of your property, which is the kerbside. The delivery driver will not be able to assist you in bringing the tiles inside your property.

Parcel Courier for Lighter Orders:

For orders weighing less than 20kg, we will use a parcel courier for delivery.

Tile Cut Samples:

When you order tile cut samples, you will receive a small piece of the tile, either measuring 10cmx10cm or 10cmx15cm or15cmx15cm. These samples are designed to give you an idea of what the full tile looks like.

Availability for Delivery:

It is important to be available to accept the delivery on the date you have requested. If you are not available and a redelivery is required, there will be a charge for the subsequent attempt payable by buyer.

We hope this shipping policy provides you with a clear understanding of how our shipping and delivery services work. 

If you have any further questions or concerns, please don’t hesitate to reach out to our customer support team.