My order has arrived damaged

Every order is thoroughly checked before it leaves our warehouse and thankfully, damage during transit is very rare.

When your order arrives the driver will give you 15 minutes to examine the pallet and boxes for any sign of damage.

You will need a sharp knife to cut through the protective wrapping and may need to move and open boxes.

If you suspect or see any sign of damage please:

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

Please note, we can only send out free replacements if the delivery note is marked as DAMAGED.

We cannot send out free replacements if the delivery note is signed for as 'Unchecked'.

Please ensure that this information is passed onto anyone who many be receiving the delivery on your behalf.

Occasionally there may be tiles with small chips or cracks on the edges or corners - your tiler can probably use these for cuts.