Delivery and returns

UK mainland deliveries (excluding Scotland and remote areas)

Non Mainland UK

(Including Guernsey, Jersey, Isle of Man and some AB, PA and PH postcodes)

Scottish Hebrides

Northern Ireland

Small orders

We will send out sample and small orders of approx. weight 1-2kg and size 20 x 15cm by post.

Small parcel delivery

Any order of a suitable size and weight and that consists of eligible products (eg sealants, grout, or a few boxes of wall tiles) will be dispatched via a courier service for delivery as soon as the products are ready.

Large orders

Larger orders (and some over-sized products) will need to be palletised. As soon as the order is ready for dispatch, we will contact you to find out which day is suitable for delivery.

• Once delivery is agreed you must ensure someone is available to accept delivery and help unload.
• Standard deliveries are made between 9.00am and 5.30pm.
• Please let us know if access to your property is restricted.
• This is a kerbside service only and deliveries can’t be made inside your property.
• The delivery driver will not be able to help move the tiles, so you must ensure someone is available to receive the order.
• The delivery driver will not be able to take away empty pallets.

Order collection

You can collect tiles from our Marlborough warehouse by prior arrangement during weekday working hours, normally with at least 48 hours’ notice. Collections can typically be made between 9am-1pm, or 1:30pm-4pm, Monday to Friday. We are not able to offer collections on weekends. Please call us to discuss our availability and to agree a collection date and time.

Please ensure that you collect goods in a suitable vehicle. For floor tiles, vehicles should be capable of being loaded by forklift and be able to transport your order safely and securely. You’ll need to inspect the goods when you collect them and transport them at your own risk. To discuss collecting your order please contact us.

International delivery

International deliveries are subject to border and customs checks. You’ll be responsible for paying any import duties and taxes incurred, and will need to provide any information required to clear your goods through your country’s customs. We can’t be liable for any delays caused by border/custom checks.

Samples

We know that when you’re choosing tiles, it’s a long term, considered decision, and it helps to be able to see the tiles in context before making a final decision.

Porcelain floor tiles

We are able to offer cut samples of our porcelain floor tiles free of charge (you’ll need to pay for post and packaging). Each cut tile measures approx. 10cm square.

Glazed wall tiles and hand painted tiles

Unfortunately, we cannot provide free samples of glazed and hand painted tiles, simply because of the nature of production. However, we are happy to send out a small order of single tiles to help you make your decision, charged at our usual price plus postage and packaging at cost.

Returns

Samples

We regret that we cannot accept returns of sample tiles.

Orders

On delivery, please inspect your tiles and notify us in writing by email to sales@marlboroughtiles.com of any damages or discrepancies within 72 hours. If you wish to return your order, subject to our returns policy, you must inform us in writing via email or letter, within 7 working days after you receive the goods.

We do not accept returns of any handmade or handpainted wall tiles, or opened/part-used boxes of floor tiles. Please ensure you take accurate measurements at the time of ordering, we recommend using our tile calculator found on the product webpages to calculate the quantity needed. 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.

Our handmade and handpainted tiles are made, painted and glazed for each individual order, making them specific to your requirements in terms of quantity, colour, shape and size.

As a result, we cannot accept returns on wall tiles.

• Hand-painted tiles are painted to order and are therefore non-returnable.
• Handmade wall tiles are made to order and are therefore non-returnable.
• Installed and/or cut tiles are non-returnable.
• Full pallets or boxes of porcelain floor tiles can be returned within 14 days of original delivery.
• You are responsible for arranging transport and insurance on all returns at your cost.
• All returns are subject to a 20% handling fee.
• We will refund the cost of the tiles only less the 20% handling fee. We are unable to refund delivery or postage costs.
• Our warehouse is open Monday-Friday 9am-4pm. Please email sales@marlboroughtiles.com to arrange returns.
• As our tiles may vary from batch to batch, it is a good idea to keep extra in case you need replacements in future. We do not accept returns of surplus tiles so please ensure you measure your space accurately.
• This does not affect your statutory rights.

For our full terms and conditions please contact us directly or visit our Terms and Conditions page.