FAQ | Frequently Asked Questions
- How long does delivery take?
- Standard Delivery for full packs/pallets is in 3-5 working days, it can be 5-6 working days for split packs. Express Delivery is in 1-2 working days, it can be 2-3 working days for spilt packs
- What is the delivery fee?
- Our standard deliveries are free to majority of UK postcodes. Kindly enter your postcode during to cart page to find out cost of delivery to your postcode.
- How long does sample delivery take?
- Standard delivery for samples is 1-3 working days to majority of UK postcodes.
- Do the website prices include VAT?
- Yes, all our prices on the website include VAT.
- What is a kerbside delivery?
- A kerbside delivery service means your order will be delivered to the nearest kerbside or a safe and accessible point to the delivery address supplied.
- Do you split the packs?
- We can split packs to match your precise measurements, we always recommend ordering a bit extra usually 10% to allow wastages and breakages.
- My house is on a narrow road / with width restrictions/ tight with parked cars, what do I need to do?
- All our deliveries are done by third party on an 18 tonne lorry. Restrictions could include width/height restrictions, Red Routes, un-adopted roads and permit parking bays for example. To avoid re-delivery charges, please inform any access problem before placing an order, we can request the deliveries to be made on smaller lorry. Our team will offer you a suitable solution.
- My pallet is damaged during delivery or in transit, what do I need to do?
- When your order is delivered, please check all items and report any damaged goods to our customer service team within 48hrs. We do a quality check before sending out anything to our customers but sometimes there can be breakages happen during transit. If there are any breakages please sign the proof of delivery as 'Damaged on Arrival' otherwise pallet courier won't be responsible for breakages, and report any breakages within 48 hours with relevant photographs by email: info@tilesandsmiles.co.uk.
- Are the future delivery dates available ?
- If you need a future delivery or a specific day delivery, Kindly please write this in the note section, which you can see in the cart page. Our team will organize the delivery according to your instructions.
- Can I cancel my order?
- An order can be cancelled prior to dispatch with no costings being involved. If an order has been dispatched from our warehouse, charges will apply. Please contact our customer service team for cancellation.