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Terms and Conditions

TERMS AND CONDITIONS

TERMS & CONDITIONS

The following terms and conditions are for your use in relation to our website and any enquiries or purchases you make, your statutory rights will remain unaffected.

COMPANY

The London Tile Shop sells wall and floor tiles. The Company Registration number for England and Wales is 9546063. The London Tile shop can be contacted by phone: 020 3627 2111.

ORDERS

When an order is placed, your payment details will be checked by our screening service, it is designed to protect the company and customer from fraudulent activities. All orders placed will be fulfilled solely at our discretion. It is the buyer’s responsibility to ensure the amount of product ordered is sufficient to complete the job, we recommend that customers purchase extra tiles to cover wastage. When an order is placed, the company will do everything in its power to fulfill order, however this is dependent on circumstance. 

Amendments to any order should be made by phone: 020 3627 2111 and we will do everything possible to make these alterations, unfortunately, if an order is dispatched to the courier this will not be possible and further payments will be required.

London Tiles Shop does not control or profits from the delivery charges. All delivery charges are charged at cost from the agreed delivery price with the forwarder.

FAULTY GOODS

If you wish to return the goods to us because they are damaged or mis-described, you should notify us that the goods are faulty within the first 24 hours from reception using the email returns@londontileshop.co.uk attaching all relevant information and pictures. We will pick up the goods and provide you with a refund for the cost of arranging such return. We will not accept returns without the relevant evidence. Please also note that the boxes can be damaged due to heavy goods inside, but if the tiles are not damaged and can be used, it will not be considered as a faulty. For the damaged boxes, we will make you a %5 discount from the same amount of the boxes.

 
SAMPLE ORDERING

Sample orderings are limited to three pieces per order. Please remember shades and calibration of tiles differ, so before fixing ensure you are entirely happy with the product as any claims once the product has been fixed will not be considered. Any purchases of samples are also governed under these terms and conditions.

Samples are charged at the price per individual tile if the tile size is not cut free pieces.

You can order up to three samples in any one transaction on the website. Please note you may not add multiple samples of the same tile. London Tile Shop reserves the right to cancel multiple sample orders from the same customer, which may be identified by name, address or payment method used.

QUANTITY OF ORDER

Our tiles are pre-packaged in boxes, containing varied quantities of tiles depending on the model. For this reason, orders will be charged and delivered in accordance with the number of boxes required by the customer and not the exact number of square meters. As an approximate guideline, each box contains slightly over one square meter of tiles. 
The customer should therefore be aware that it will usually not be possible to charge for and deliver the exact number of square meters of tiles requested.

DELIVERY

Currently, we are based in London but we can make deliveries in the UK, please contact us for more info about deliveries outside London. Deliveries are carried out by a third party. 

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 you do not accept delivery of the products or we are unable to deliver or are delayed in delivering products because of your actions or omissions then we may charge you and will be liable to pay us for all costs we incur.

Deliveries will arrive on a wooden pallet and will be delivered to the nearest accessible location. In case you address is not on the ground floor, you need to make all the arrangements for the moving of the products up to the building, we will deliver to the nearest accessible location on the ground floor. In case you request delivery to an upper floor additional charges will apply. If your delivery location is not on the ground floor, you will be charged an extra £30+VAT per pallet. Products that arrive on a wooden pallet will not be broken down or discharged by the delivery driver.

  1. STANDART DELIVERY* (**)

 

  1. Delivery on online & telephone orders over £200 are free of charge.
  2. Delivery on online & telephone orders under £200 will cost £45 +VAT.

 

*For stocked Products, standard delivery usually takes between 2 and 4 days, although this is a guideline only.

**Some of our Products are ordered specially for you from the factory in Spain or Italy they will take longer – the length of time is dependent on the supplier. Please ask more information about the delivery time when you are placing your order.

 

BREAKAGES AND SHORTAGES

It is the customer's responsibility to check for breakages and shortages and the company must be notified within 24 hours via phone or email. You should not arrange for fitting until all goods are received and your order is complete.

SHADING & COLOUR

Because of the manufacturing process products may vary in shade, tolerance and calibration, especially prevalent in natural products. The variations in colors and textures are not a defect, but a characteristic for most natural products. Please be aware that when reordering, shades and dimensions can vary from batch to batch. A typical batch turnaround is variable. It is advised to order enough to cover your project accordingly. Please check all goods carefully prior to fitting as we are unable to accept any claims after the tiles have been installed.

CUSTOMER INFORMATION

To enable us to help track orders and deliveries please provide as much information as possible including contact details and a mobile phone number. Also, if your property has limited or difficult access, let us know at time of order.

RETURNS

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 the agreed forwarder. You can also arrange the return delivery yourself with a carrier of your choice to our Warehouse in Suffolk. Returns to our Shop will not be accepted. If you want us to pick up from your location the delivery costs £45+VAT.

Please note that every return has a £ 25 +VAT admin charge.

Only full boxes of the same tiles will be refunded. You should fill the Return Note and send it to returns@londontileshop.co.uk by attaching your proof of payment and pictures of the tiles with their boxes.

Refunds are discretionary, and we reserve the right to refuse a refund if the goods are not returned within 14 calendar days along with a receipt as proof of purchase, if the goods are damaged, used or in less original condition.

Any free gifts or Products comprising of an offer must also be returned.

CANCELLATIONS

Our customers have the right to cancel the placed order. If the goods are already dispatched from Spain, Italy or from our Warehouse, a full transport cost for the tiles will be charged.

 

PICKUP

Same and Next Day Pickup are available for select tiles from our warehouse in London. Orders must be paid in full prior to pick up, and all necessary arrangements need to be made in advance for us to fill, and package your order. A 30-minute window will be agreed upon in advance for time of pickup, and we will require 24hours notice for any change in pickup window. The buyer is responsible for the safety and transport of product from start time of the agreed upon pickup window. Orders will be packaged on a pallet for pickup, and will not be broken down, or discharged by warehouse workers.