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- Free Delivery on orders over £299* : Standard economy delivery is free for most mainland UK postcodes. Orders below £299 incur a delivery charge. Remote postcodes including parts of Scotland and Northern Ireland may incur additional charges — contact us before ordering to confirm.
- Delivery timeframes : Economy delivery: 3-5 business days from dispatch. Next Day delivery: 1-2 business days (order before 11:00am Mon-Fri). Saturday delivery: 8:00am-12:00pm (£80 per pallet surcharge, not available in all areas — confirm availability before ordering). Delivery dates are estimates and are not guaranteed.
- Kerbside delivery : All pallet deliveries are made to kerbside — the nearest accessible point to your property from the road. Drivers cannot carry tiles inside your property. You are responsible for moving goods from the kerbside once delivered.
- Vehicle requirements : Deliveries are made by 18-tonne HGV with a tail lift. The road must be wide enough to accommodate a large delivery vehicle. If your road or access cannot fit an 18-tonne lorry, please contact us before ordering to arrange a smaller vehicle (£30 per pallet surcharge). If you do not notify us in advance and delivery cannot be completed, a redelivery charge will apply.
- Someone must be present : A responsible adult must be available to receive the delivery. If you will not be present, please provide the name and phone number of your nominated recipient (e.g. your builder). If no one is available when the driver arrives, the pallet may be left at kerbside or returned to depot. Redelivery charges apply where delivery cannot be completed.
- Inspect before signing : Check the pallet and boxes for visible damage before signing the delivery note. If damage is visible, sign as DAMAGED. If you cannot fully inspect at the time, sign as UNCHECKED. Do not sign as clear if you have not inspected — this affects your ability to make a damage claim.
- Do not book tilers or tradespeople until your tiles have been delivered and fully inspected. We cannot accept liability for contractor costs caused by delivery delays or damaged tiles found after bookings have been made.
- Damage must be reported within 48 hours : All transit damage must be reported by email to sales@tiletopia.co.uk within 48 hours of delivery. Claims submitted after this period will not be accepted. Include photos of every damaged tile, a count of damaged pieces, and your order number.
- Full delivery terms including charges for address changes, redelivery, and remote postcodes are set out in our Delivery Policy at tiletopia.co.uk/pages/delivery-information
Full delivery information can be found by visiting out Delivery Information page
- Change of mind returns — 14 days : You may return unused tiles within 14 calendar days of delivery. Returns are accepted on complete, full, unopened pallets only — split pallets and opened boxes cannot be returned. Tiles must be in fully resalable condition on inspection at our warehouse.
- Return collection charge : A collection and handling charge of £150 per pallet applies to all change-of-mind returns. This charge applies regardless of whether your original delivery was free and is non-negotiable. It covers the original outbound delivery, return collection, handling, and inspection.
- Return Authorisation required : Before returning any goods, email sales@tiletopia.co.uk to request a Return Authorisation. No return will be accepted without this. Collection will be arranged by Tile Topia using our approved haulier.
- Refunds : Refunds are processed within 5 business days of receiving and inspecting returned goods, to the original payment method. Allow a further 3-5 business days for the credit to appear in your account.
- Incorrect tiles : If you receive tiles that do not match your order, contact us at sales@tiletopia.co.uk with photos and your order number within 30 days of delivery. We will arrange collection and replacement at no cost to you. Your statutory rights under the Consumer Rights Act 2015 apply in full.
- Transit damage — report within 48 hours : All damage must be reported within 48 hours of delivery by email to sales@tiletopia.co.uk. Claims submitted after this period will not be accepted. Your email must include clear photos of every damaged tile individually, one photo of all damaged tiles together, an exact count, and your order number. Only one claim per order will be accepted.
- Breakage allowance : An industry-standard transit damage tolerance of up to 5% of the quantity supplied per pallet is incorporated into our pallet pricing. Damage within this threshold does not automatically entitle you to a credit or replacement. Where damage validly reported exceeds 5%, we will assess the claim and consider a credit note or partial refund on the product value above the threshold. Delivery charges are non-refundable in all circumstances.
- Retain damaged goods : Keep all damaged tiles and original packaging until Tile Topia confirms your claim has been resolved. Disposing of damaged goods or packaging before resolution may invalidate your claim.
- Do not install tiles until you are fully satisfied with their condition, shade, quantity, and quality. Once installation begins, no claims of any kind can be accepted — for breakage, shading variation, or batch differences.
- Non-returnable items : Adhesives, grouts, sealants, primers, and all fixing or finishing products are non-returnable and non-refundable. Clearance and end-of-line products are sold as-seen and are not eligible for return or refund on the basis of appearance or shade variation.
- Your statutory rights under the Consumer Rights Act 2015 are not affected by any of the above. Full returns, exchanges, and breakages terms are available at tiletopia.co.uk/pages/returns-exchanges-breakages
Full return, exchange and breakage information can be found by visiting our Returns, Exchanges & Breakages page
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- Free Delivery: Enjoy free delivery on orders over £299* for most UK postcode. Orders below this threshold will incur a delivery fee.
- Pallet Delivery: All goods are securely delivered on a standard pallet (1200mm x 1000mm x 1000mm), with a maximum total weight of 1000kg.
- Tail-Lift Vehicle: Deliveries are made using an 18.5-tonne tail-lift vehicle. Your location must have at least 2.8m width and space for turning.
- Road Surface: The delivery area must be solid — tarmac, concrete, or block paving. No delivery can be made on gravel, grass, or uneven ground.
- Vehicle Access: Access must be obstacle-free with a hard, flat surface and a gate or entrance wide enough for large vehicles.
- Redelivery Charges: If delivery fails due to access, unsuitable surface, or location issues, redelivery fees will apply.
Full delivery information can be found by visiting out Delivery Information page
- 14-Day Hassle-Free Returns: Customers can return unused tiles in original condition within 14 days—offering peace of mind with every purchase.
- Free Exchanges for Incorrect Orders: Mistakes happen, and Tile Topia ensures a smooth, cost-free replacement process for any wrongly delivered tiles.
- Refunds Within 7–14 Working Days: Once we receive your returned tiles in their original condition, our team will inspect and verify the items. After approval, your refund will be issued to the original payment method within 7 to 14 working days.
- Breakage Cover: We take great care to ensure every crate is thoroughly checked before dispatch, with no broken slabs leaving our yard. Due to the nature of the product and transit handling, up to 5-7% minor chips or breakages can occasionally occur. If breakages exceed the above allowance, Tile Topia will gladly offer free replacements or a partial refund—just let us know within a reasonable timeframe.
- Friendly, Accessible Support Team Dedicated customer service available via phone and email to guide and support through every step.
Full return, exchange and breakage information can be found by visiting our Returns, Exchanges & Breakages page
