Trade Counter Collection
Our trade counter is open to the both trade customers and the general public.
Collection from our trade counter is easy. You can purchase and pay for all items online and select 'Collect from our Trade Counter' during the checkout process, this will remove any delivery charges from your order, it also makes sure we can get your order ready for you. Please make sure you bring your confirmation email with you when you collection your items.
You can of course call into our trade counter without purchasing online and buy your goods when you visit.
Delivery Charges
Orders received before 2pm (Monday to Friday) are usually dispatched the same day. Our standard shipping is a next working day service. If your order is dispatched on a Friday you should expect delivery on the following Monday***.
Orders placed after 2pm on a Friday or over the weekend will be dispatched on the following Monday therefore you should expect delivery on the following Tuesday***.
If you require your product urgently, please call us before you place the order and we will ensure your goods are sent on a priority service.
We cannot guarantee that your product will arrive on the next working day due to unforeseen circumstances with the couriers we use, but we try our best.
*** Certain products are dispatched directly from the manufacturer, these tend to be on a 2 to 3 day service. Please check each product page for delivery information.
You will be required to be in to sign for goods when they are delivered. Our carriers will attempt delivery, and if no one is in, they will leave a card and try again the following working day.
If no one is in again to sign for the goods then they will be returned to the depot. You will be required to collect from the depot. We can arrange further delivery attempts, however this is chargeable and may be higher than the original delivery cost you paid.
If goods are not collected from the depot or we receive no communication from you then the goods will be returned to us. We will then refund the order and deduct our total delivery costs from the order value. This includes the delivery charge (as shown on your order), and the subsequent surcharge for returned goods.
* We are unable to offer free delivery on some items, such as palletised adhesive, floor leveller, grout and tile trims unless specifically stated.
** Free shipping for orders over £250 is based on net price (excluding VAT). Free shipping is only for Mainland UK and excludes Scottish Highlands & Islands.
We use DPD, DX and APC for our delivery services. Please note, if you add addtional delivery instructions directly with the delivery company via message, app or telephone call, we cannot be held responsible for any subsequent issues that may arise.
We deliver to UK customers only, for some areas such as the Scottish Highlands, Northern Ireland and non mainland areas delivery charges are more expensive, again this is down to the courier.
Some orders over 30kg are classed as a Pallet Service which will give you a curb side delivery, please make sure you have the means to accept these heavy deliveries.
Please check your order before signing for it, if it is damaged you must note it on the delivery acceptance note, also if possible take a photograph of the damage. Inform us as soon as possible either by calling 01244 259 133 or email info@tilesandtrims.co.uk.
All delivery charges are calculated during the checkout process. You can arrange for your own delivery, choose 'Collect from Trade Counter' during checkout and just let us know that a third party will be collecting on your behalf, we cannot be held responsible for the items once they have left our premises.
Free Delivery
In order to qualify for free delivery, there is a minimum order value of £250 ex VAT (£300 inc VAT). Certain products are excluded from free delivery, these include palletised items (unless otherwise stated) and tile trims.
Delivery is calculated during the checkout process and is based on your delivery postcode. We cannot offer free delivery to certain areas of the UK such as the Channel Islands, Northern Ireland, Scottish Highlands and Scottish Islands.
Returns
Please be aware that if you are returning an item to us you must pay for the return postage unless the item is faulty or has been damaged during shipping. We can arrange for collection at the same shipping rate as the item was originally shipped at.
All items must be returned in their original packaging and fully intact. If an item is returned because it is no longer required (order my mistake or over ordered) we may charge a re-stocking fee depending on what the item is.
Refunds will only be given once the item has been returned to us and checked.
If you have any questions please get in touch with us.