Delivery & Returns

Delivery prices/offer for UK Mainland postcodes

  • Standard Delivery £35 for all orders.
  • £180 delivery charge for any Slab order (sizes > 120 x 240mm)

    All deliveries are made within 2 to 5 working days on receipt of order confirmation.

    However, delivery dates are not 100% guaranteed so we do not recommend booking in any tradespeople until you have received and checked your order. 

    Deliveries are made between 8am and 6pm – we are unable to offer specific time slots.

    We do ask the delivery drivers to call one hour ahead, where it’s safe and possible to do so. 

     

    Surcharge and Island Postcodes

    An additional delivery charge will apply to certain postcodes:

    £65 - Remote postcodes:
    FK20-21, G83-84, PA21-38, PH33, PH36-41, PH49-50, TR17-26, AB, IV0-39, IV63, KW1-14, PH19-32, PH34-35

    £100 - Northern Ireland, Isle of Wight, Channel Islands, Isle of Man and Scottish islands:
    HS, IV40-56, PA20, PA40+, PH42-44, KA27-28,ZE, KW15-17, PO30-41, GY, IM, JE

    Delivery to these remote and island postcodes takes a minimum of 7 working days.

     

    How Delivery Takes Place

    To ensure safe delivery of your tiles, pallet delivery is required on any orders that weigh over 18kg. 

    All deliveries are made on a tail lift lorry. Please note that goods are not delivered with a crane facility and can therefore not be lowered over a fence or similar. We can also not deliver to the rear of properties due to access restrictions.

    The road must be wide enough for a lorry to fit down, usually as wide as a dustbin lorry. If your access is restricted, please contact our office on 0333 121 4111

    Please check that your delivery address can accommodate the requirements below. If you have any queries, please don’t hesitate to get in touch.

    Please note that for larger orders (over 1000kg), we may dispatch your order on two or more pallets at no additional cost to yourself.

    Please note tiles are heavy and some boxes can weigh up to 30kg. Unfortunately, our delivery partners are unable to take away the pallet or any packaging. We recommend arranging for help to immediately move your order into your property.

     

    Accepting Your Delivery

    Please ensure that a responsible person is present upon delivery to inspect, check and sign for your order.

    • Inspect for any damage
    • Check all items are present
    • Sign to accept the delivery

     If you see or suspect any damage, then you must follow the guidelines below.

     

    Access issues

    Please inform us in advance if there’s any local access issues such as narrow lanes, repair works or road closures. This way, we’ll be able to make alternate arrangements as and when required. Please note there may be an extra charge if a smaller delivery vehicle is required. Please call us on 0333 121 4111 to discuss your options.

     

    Damages

    If you received your order and the tiles are damaged don’t worry!
    All orders leave the warehouse in perfect condition, but sometimes damages can occur in transit.

    If you see or suspect damage then please do the following within 24 hours of receiving your order. 

    • Sign DAMAGED on the delivery note
    • Take photos of all damaged tiles
    • Complete our Damage Form

     

    We do recommend that damaged tiles are kept and used for cuts on your project whenever possible. 

     

    Once your form has been received and checked, we can then dispatch free replacements or credit you for the cost of the damaged tiles.

     

    Unfortunately we cannot issue and despatch free replacements until your form and photos have been received correctly. 

     

    Cancelling or Amending Your Order

    Need to cancel your order? Please contact hello@porcelainsuperstore.co.uk within two hours of placing your order.

     

    Returns

    If you change your mind after your tiles arrive don’t worry - we offer a hassle free 30 days return policy. We charge a 25% restocking fee plus a £25 collection fee. There must be a minimum of 5 full boxes to initiate a return. We do not accept partial returns.