Delivery
All orders are usually dispatched the same day if your order is in to us by 2:00pm. Our standard shipping is a 2 day service, this allows us to continue offering incredible prices. However over 90% of our orders are sent on a next day delivery service. If you require your product urgently, just give us a call 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 (charged at our cost), 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.
Damages/Short Orders
Should you find that an item on your order is damaged, or something is missing, then you must inform us within 48 hours of receipt of the parcel. We will provide a refund or replacement of the items.
Returns & Refunds
Consumer- Faulty, Damaged or Incorrect Goods
It is our responsibility to ensure that all goods are of a satisfactory quality, fit for purpose and as described on our website. If, for any reason, products do not comply with this, for example, are faulty, then you have the right to a full refund within 30 calendar days of receiving your goods.
Please contact us within 48 hours of receiving your goods to make us aware of any discrepancies with the goods that you have ordered. This will allow us time to remedy the situation or to replace any faulty/damaged goods.
Returned faulty goods will be tested upon their return to us to find out the cause of the defect. Where possible, a replacement will be sent to you. If a replacement is unavailable, then we will offer you an alternative product, if available, or issue a full refund using the same payment method that you used when ordering the Goods (unless you specifically request a different method). Within 14 days of finalising the return and checks, we will issue this refund.
Your refund will include the original delivery cost if we confirm that the item is faulty. However, if you return the item for any other reason, you will need to cover the return postage expenses.
Please note, if you are returning a hazardous item such as a product that contains a battery, you must declare this to the courier and label the package accordingly.
Consumer- Returning Goods if you Change Your Mind.
Returned items proven not to be faulty will be subject to a restocking charge of up to 25% of the product value. This will include payment fees, inspection of goods, and the restocking of products. The restocking charge can vary depending on product size and complexity.
Should you decide to change your mind about the Goods you ordered, you can return them to us within 30 calendar days. The customer is required to cover the return delivery charges for the goods. Postage charges for faulty items will be refunded by Tiles and Trims. The customer is responsible for the full delivery charge in the case of any other reason, including a change of mind.
In the event of a customer returning a product based on a change of mind, then it is essential that goods are returned unused, undamaged and in their original condition. Any refunds issued may take up to 14 days to process.
Business to Business Returns
Please note, if you are a business and wish to return your Goods, we review each return request on a case by case basis.
On delivery, if you are not satisfied with the Goods that you have received and wish to return them to us then you may do so provided:
- You inform Tiles and Trims of your wish to return the goods within 48 hours of delivery. We also request that you provide a reason for the return.
- The Goods remain unused and in their original condition.
- The Goods are returned at your own risk, and you agree to pay for delivery back to us.
When goods are returned to us, we will inspect them for any faults. If a product is deemed to be faulty, we may refund the cost of delivery at our discretion.
We may offer you a credit or refund at our discretion. This will be issued to you once we receive the original product back and inspected it for any faults. Any refunds issued may take up to 14 days to process.
Coupons & Offers
Current items that aren't included in our 10% discount offers.
- All Rubi products
- Products currently on Special Offer
- Wet Decks
Taxes
We charge VAT on all orders (excluding vat exempt products) at the current rate of 20%.
Price Promise
We will make every effort to better any online price on items that are currently in stock and available from another supplier, we may ask for proof of the alternative price. In many cases this will also include items that are currently part of sales or promotions.
Please contact us directly by email, telephone or live chat to see how we can help you save money.