Our Delivery Philosophy
At TileMarket, we like to keep our prices as competitive, and honest as possible, which is why we charge carriage on all deliveries, subject to weight and location. We think this is the fairest and most reasonable option, rather than charging a flat fee. This way, we can keep our stock prices low, which you our customer can benefit from.
Please find below our delivery FAQs, or contact us if you had any further queries.
The below FAQs refer to pallet deliveries, i.e. orders over 30 kilograms.
1. How long will my order take to arrive?
We aim to deliver in under 5 working days, (although usually within 2 – 4 working days), to anywhere in the UK or Ireland. There may be circumstances out of our control, (such as adverse weather), where delivery may be delayed, to which we cannot accept any responsibility for. Goods ordered on Day 1 prior to 3pm will be organised for dispatch the following day subject to stock, with delivery expected within 5 working days from day of dispatch.
2. What if my goods arrive damaged?
Before any tile orders are dispatched, they are double checked by us for breakages. However, there may be circumstances where something may have missed, and if this is found to be the case after you have accepted the goods, we will conduct an investigation and arrange replacement tiles as soon as possible, if we are at fault. We cannot, however, accept responsibility for breakages/damage if it is found to have occurred after the point of delivery.
3. How are delivery costs calculated?
Cost of delivery is calculated at the checkout section of the website. This is based on weight and delivery location.
4. Will I be contacted prior to my delivery arriving to make sure I am available?
Yes, once your online order has been placed, TileMarket will contact you within 24hrs to confirm sale and advise estimated day of delivery. If specified delivery day does not suit, we can investigate alternative arrangements. Up to 24 hours prior to delivery, a representative from our distribution company will contact you to confirm delivery day and advise delivery time within normal business hours*.
5. I need to make special arrangements to be home to accept my order – how long will delivery take?
The delivery process will take approximately 15 – 20 minutes. Any trusted person can sign for delivery on your behalf, or you can arrange for goods to be left in a specified, safe location. If failure to deliver occurs, (i.e. there is no one to sign for goods and you have not given specific instructions to leave goods there), you may incur costs for re-delivery.
6. Does TileMarket deliver my order?
We utilise the services of a third party distribution company that we work with on a consistent basis. We have built a strong relationship and strive to provide customers with a good, consistent service. To date, we have no experienced any issues with haulage to customers for online deliveries.
7. What if there is restricted access to my delivery address?
It is your responsibility, as the customer, to advise us in the “Add Comments About Your Order” section of the checkout process if there may be access issues. This may be due to an inability for the lorry to access the driveway, (due to narrowness, etc), low-hanging branches that may cause damage to the lorry, or uneven ground which may hinder the offload process.
8. Do I need to do anything to assist with my delivery?
The distribution vehicle comes with all equipment for the driver to offload your pallet.
9. Can I inspect my order before the driver leaves, just in case there is an issue?
We recommended you take 5 minutes to do a quick inspection to ensure your goods are as ordered. If you are satisfied with the condition of your order, the delivery driver will then request a POD signature, and once signed, this is acceptance of the order.
10. What do I do with the pallet afterwards?
The delivery pallet is yours to dispose of at your discretion.
11. Information on free delivery on orders over £399 (UK mainland only).
All orders over £399 being shipped within the UK mainland (England, Scotland Wales) will be processed free of shipping costs. All deliveries are subject to TileMarket delivery terms and condtions. TileMarket reserve the right to cancel any order placed.
*Normal business hours of 9am – 5pm, Monday to Friday. If you require delivery outside of these hours, we can do our best to enquire about availability but this is at our distributor’s discretion, therefore we cannot offer any guarantees.