Shipping Policy

Last Updated: 08/09/2026

At SURFACES TILES, we aim to provide a reliable and convenient delivery service for all tile orders placed through our website.

1. Delivery Areas

We currently deliver tiles to addresses within [UK Mainland / England, Scotland, Wales, Northern Ireland – specify your areas].

Some locations may be subject to additional delivery charges or restrictions, including remote areas, islands and locations with limited vehicle access.

If we cannot deliver to your address, we will contact you to discuss the available options.

2. Delivery Charges

Delivery charges are calculated based on factors such as:

• Delivery postcode
• Order size and weight
• Number of pallets
• Delivery location
• Delivery method

The applicable delivery charge will be displayed at checkout or confirmed before the order is dispatched.

Any additional charges will be communicated to you before they are applied.

3. Delivery Times

Estimated delivery times are provided at the time of ordering.

For standard tile orders, delivery is normally expected within [5-7] working days, subject to product availability and delivery location.

Special-order, made-to-order or out-of-stock products may require additional time. We will provide an estimated delivery timeframe where possible.

Delivery dates are estimates unless a specific delivery date has been expressly agreed with you.

4. Pallet Deliveries

Large tile orders may be delivered on pallets using a suitable delivery vehicle.

Customers should ensure that:

• The delivery address is correct.
• There is suitable access for the delivery vehicle.
• Someone is available to receive the delivery.
• The delivery area is safe and reasonably accessible.
• Any access restrictions are communicated to us before dispatch.

Pallet deliveries are normally made to the nearest suitable accessible point/kerbside, unless a different delivery arrangement has been agreed in advance.

The driver may not be able to move pallets over unsuitable surfaces, through narrow access points, inside buildings or to upper floors.

5. Access Restrictions

Before ordering, please consider whether the delivery vehicle can safely access your property.

Examples of potential restrictions include:

• Narrow roads
• Private roads
• Weight restrictions
• Low bridges
• Restricted parking
• Steep driveways
• Narrow entrances
• Pedestrian-only areas
• Restricted delivery hours

If you are unsure whether delivery is possible, please contact us before placing your order.

6. Failed Delivery

If delivery cannot be completed because:

• Nobody is available to receive the order;
• The delivery address is incorrect;
• The delivery vehicle cannot safely access the property; or
• The customer has not provided necessary delivery information,

we may need to arrange a further delivery.

Any reasonable additional delivery costs will be communicated to you before they are charged.

7. Checking Your Delivery

Please inspect your delivery as soon as reasonably possible.

For tile deliveries, we recommend checking:

• Number of boxes/pallets received
• Packaging condition
• Visible damage
• Product type
• Tile size
• Shade/batch information where relevant

If there is visible damage, please take photographs of the packaging and affected tiles before disposing of any packaging.

Please contact us promptly with your order number, photographs and details of the issue.

This does not affect any statutory rights you may have regarding faulty, damaged or incorrectly supplied goods.

8. Damaged Tiles

Tiles are fragile products and can occasionally be damaged during transportation.

If your tiles arrive damaged, please contact us as soon as possible.

We may request:

• Photographs of the damaged tiles
• Photographs of the packaging
• Delivery documentation
• Order details
• The quantity affected

We will assess the issue and provide an appropriate remedy in accordance with applicable UK consumer law.

9. Delivery Delays

Although we work with our delivery partners to meet estimated delivery dates, delays can occasionally occur due to circumstances outside our reasonable control.

These may include:

• Severe weather
• Traffic or road closures
• Courier or pallet network delays
• Supplier delays
• Manufacturing delays
• Strikes or industrial action
• Unexpected transport issues

If we become aware of a significant delay affecting your order, we will contact you where reasonably possible.

10. Split Deliveries

Where an order contains products with different availability dates, we may arrange delivery separately.

If split delivery is required, we will communicate the arrangements and any applicable additional charges before proceeding.

11. Product Availability

Delivery times depend on product availability.

If an item becomes unavailable or delayed after you place an order, we will contact you where appropriate to discuss your options.

These may include:

• Waiting for the product to become available;
• Choosing an alternative product; or
• Cancelling the affected order and receiving an appropriate refund.

12. International Delivery

Unless expressly stated on our website, we currently [do/do not] offer international delivery.

Where international delivery is available, additional shipping costs, taxes, customs duties and import requirements may apply.

These costs and requirements will be communicated where applicable.

13. Delivery Address

You are responsible for providing a complete and accurate delivery address and contact information.

Please check your delivery details carefully before completing your order.

We cannot be responsible for delays caused by incorrect or incomplete information supplied by the customer, subject to your statutory rights.

14. Statutory Rights

Nothing in this Shipping Policy is intended to exclude or limit any rights you have under applicable UK consumer protection legislation.

Where goods are faulty, damaged, not as described or otherwise fail to meet applicable legal requirements, your statutory rights remain unaffected.

15. Contact Us

If you have any questions about delivery, please contact us:

SURFACES TILES UK
Email: surfacestiles@gmail.com