Shipping & Returns
Shipping & Returns Policy
All deliveries are chargeable and are based on the weight/size of your order. Once an order has been placed we will email you with your order confirmation number.
You will receive an email notification once your delivery has been dispatched from our warehouse. We aim to ship all orders between 3-7 working days from the order confirmation date. For special orders and bespoke tiles there are longer lead times. A specific delivery date will be arranged to suit you. This will occur for any products that state "Special order" on the product description page. Please note that some special orders are non-refundable.
Most deliveries are between the hours of 9.00 am and 5.30 pm, Monday – Friday except Bank Holidays.
Orders are packed in either wooden crates or onto pallets (for larger deliveries) which will be delivered on a lorry so it is important that any restricted access details are advised prior to your order being dispatched. You can let us know of any restrictions by emailing after your order has been placed.
The consignment will be placed, at the driver’s discretion, to the nearest, safely accessible point to the property; this may be on the drive or at the kerbside.
The delivery driver cannot help handle the goods, so it is essential for you to arrange for a responsible individual to be present. Somebody must be available to accept, sign for and safely store the goods as required. Unfortunately, the driver is not able to unpack products and move them from the place of delivery. Orders will be shrink wrapped for protection, but please try to move the materials undercover as soon as possible in dry conditions to avoid damage by frost or rain.
All orders must be examined on delivery and any shortages, damages or other discrepancies must be reported within 48 hours of receiving the goods.
Your delivery may have extra or broken tiles which are additional to your ordered quantity. These are normally left in to brace the other tiles and will be noted on your delivery note.
Care needs to be taken when unpacking all stone tiles as spacers may need to be removed from the packaging before the tiles are lifted out. Tiles should always be stacked and stored vertically (on edge) but not on a hard surface as this causes unnecessary edge chipping.
Please note that we do offer international shipping worldwide. Please contact us stating the product that you would like to order and we can calculate shipping costs accordingly
Collections can be made from our showroom in Oxfordshire if preferred. If you wish to make a collection instead of having the goods delivered, please email us after placing your order and we will refund the delivery charges. Please also let us know 48hours in advance of collecting the goods.
Please ensure that goods are collected in a vehicle capable of being loaded by fork-lift and able to transport your order safely and securely. Collected goods must be inspected at point of collection and are transported at the individual’s own risk.
We would be happy to refund any item within 14 days of receipt of delivery.
Please note that we cannot accept refunds for any bespoke or special order items.
Tileright Oxford will not cover the cost for returns delivery, courier or postage costs. Therefore any return shipments will need to be need to be organised by the customer and at their own cost. We recommend using a delivery service with insurance in case any damages occur in transit. If the returned items arrive broken or damaged, these costs will be deducted from the amount refunded to you. Please email to request a refund.
Items must be returned in the original packaging within 14 days. Items that have already been fixed cannot be returned. Please include a copy of your order number or confirmation email with your returned items.
If you are unhappy with your item, or it has arrived damaged, we must be notified within 48 hours of receipt of delivery.
Surplus tiles are worth keeping as they will be from the same batch as your original material and can be utilised should any damage occur after the tiles have been installed.