Delivery + Returns
Our central distribution warehouse is based in the west-midlands, therefore we are central to the country, enabling us dispatch products to our customers quickly and efficiently.
You must make all arrangements necessary to take delivery of products when we deliver them in accordance with the stated delivery times for the delivery charge you have paid. If for whatever reason you are unable to accept delivery, and the goods have to be redelivered, the re-delivery charge will be required to be paid by you, the customer.
Goods will be delivered to the nearest accessible location. If your address is not on the ground floor, you need to make all the arrangements for the moving of the products up to your apartment. We will only deliver to the nearest accessible location on the ground floor. Deliveries that arrive on a wooden pallet will not be broken down by the driver and we are only insured to deliver your good to your front door.
For stocked products, standard delivery usually takes between 2 and 5 working days although this is a guideline only.
For any products that are special order; i.e ordered direct from the manufacturers, delivery times may take longer – the length of time is dependent on the supplier. Instructions will be given upon placement of the order.
Returns can be made within 14 days of purchase, provided they are undamaged and in original packaging with receipt.
A full refund will be issued to your original method of payment or the goods can be exchanged for a replacement of your choice. You are responsible for the delivery costs for the return of the goods. We can arrange a collection for the goods to be returned using our carrier, or we can plan through your agreed forwarder.
Only full boxes of the same tiles will be refunded. You should fill the Return Note and send it to firstname.lastname@example.org by attaching your proof of payment and pictures of the tiles with their boxes.
Refunds are discretionary and London Tile Shop will only accept goods returned in their original, unopened packaging accompanied by the original invoice/receipt, within 28 days of the purchase date and returned at the purchasers’ expense.
Any free gifts or products comprising of an offer must also be returned.
Our customers have the right to cancel the placed order. If the goods are already dispatched direct from our suppliers or from our warehouse, a full transport cost for the goods will be charged.