What happens if my delivery is damaged?

When your order arrives, you have 15 minutes to check the pallet and tiles for any signs of damage.

Please ensure you carefully examine the goods before signing to accept delivery.
You will need a sharp knife to cut through the protective shrink wrap and may need to move and open boxes.

If you suspect or see damage of any description you must:

  • Mark 'DAMAGED' on the delivery note and nothing else
  • Take photos of the damaged pallet and each damaged tile
  • Inform us within 24 hours of delivery by phone or email

Please note that we can only issue free replacements if the above steps are followed.

If the delivery note is not marked as 'DAMAGED' we are unable to send out replacements.
Unfortunately a signature with the words 'UNCHECKED' is not accepted by our insurance company.

Due to the nature of tiles, a few number of chipped or cracked tiles are deemed acceptable.
In this instance, we would recommend that your tiler uses these for cuts.

Please ensure this information is passed on if someone else will be signing for your delivery.