Shipping policy
Deliveries and returns
UK delivery
UK standard delivery is £35 per order. Delivery is free on orders over £350 (including VAT). The delivery charge is removed automatically at that threshold.
Delivery is usually within 1–3 working days. Working days are Monday to Friday, excluding public holidays. We do not offer next-day delivery.
If you place your order on a working day, we process it that day. If you place it in the evening or on a weekend or public holiday, we process it on the next working day. The 1–3 working day period starts on the working day after we process the order. For example, an order placed on Monday during the day is processed on Monday, and delivery would be expected by Thursday. An order placed on Monday evening is processed on Tuesday, and delivery would be expected by Friday.
Samples are delivered free.
Deliveries are kerbside only. You are responsible for arranging any help you need to move the goods into the property. You will normally need to sign for the delivery. If you will not be in, please give us an address where someone can sign, or tell us when you order and we will do our best to help.
The delivery period is a guide, not a guarantee. If your order is delayed, we will let you know by text, email or phone. Please do not book tradesmen or start installation until your tiles have arrived and you have checked them. We are not liable for tradesmen's fees or other costs if delivery is delayed or if goods need to be replaced.
Each order has its own delivery charge. We cannot combine two separate orders.
Goods are sent to the address you give us. If you order more than one item, we may send them in more than one delivery if some items are not immediately available. You will not be charged extra delivery in that case.
Delivery outside mainland Britain
Only some products can be delivered to the Scottish Highlands and Islands, Northern Ireland and other areas outside mainland Britain. Please contact us at info@tilekingdom.co.uk before you order, so we can confirm whether we can deliver to you. Deliveries outside mainland Britain carry an extra charge. We will quote that before you place the order.
Collections
If you have chosen to collect, someone from our team will contact you to arrange a time.
Your right to cancel (consumers)
If you are buying as a consumer, you can cancel your order within 14 days of the day after you receive the goods, or the last part of them. Just email info@tilekingdom.co.uk with your order number, or use the model cancellation form in your order confirmation. You then have 14 days from telling us to get the goods back to us.
This right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy affects your statutory rights under those Regulations or the Consumer Rights Act 2015.
Refunds. We refund you within 14 days of receiving the goods back, or of you sending us proof of return if that is sooner, using your original payment method. We also refund your original standard delivery charge.
Return costs. You pay the cost of returning the goods, unless the law says otherwise (for example if they are faulty or not as described). Depending on the order, we will either arrange a collection or ask you to return the goods yourself. We will confirm the method and any cost with you before anything is booked. Collection is often more expensive than the original delivery, because deliveries are shared across several orders and collections are made individually.
Condition. You are welcome to open a box to check your goods, as you could in a shop. Please return goods in their original, undamaged boxes and pack them securely. Goods that have been fitted, cut, laid out beyond inspection, mixed, marked or damaged, or that come back without their original packaging, lose value. We will deduct an amount that reflects that loss (up to the full price), based on what it costs us to make the goods resaleable or the reduction in their resale value. Damage caused in return transit is also deducted.
Cut to size, made-to-order and special-order items. Goods that are cut to size, made to order or special-ordered cannot be cancelled or returned unless they are faulty or not as described. Other sale, discounted, clearance or end-of-line items keep the 14-day cancellation right above.
Samples. If you are a consumer, you can return samples within 14 days of the day after you receive them, under the same cancellation right as above. You pay the return postage.
Returns outside this period are at our discretion. If we agree to a return after the 14-day cancellation period, a 25% restocking fee applies.
Faulty, damaged or incorrect goods
Please check your delivery when it arrives.
If the packaging or the goods look damaged, please note it on the courier's paperwork or device before you sign, and take photographs if you can. If damage only becomes apparent later, or if you think you have the wrong goods, please tell us within 48 hours, with photographs, before a replacement or refund is arranged. This does not affect your statutory rights.
If goods are faulty, damaged in transit or not what you ordered, we will cover the cost of collection. You are entitled to a refund within 30 days, and to a repair, replacement or refund after that, in line with your statutory rights. Please do not fit any tile you think is faulty.
Natural variation in shade, colour, texture and batch is normal for tiles and is not a fault. Screen images are a guide only. We strongly recommend ordering samples before you place a full order, and checking all tiles before they are fitted. Once tiles are installed, they are accepted as suitable, except where they are faulty or not as described.
Installation
Please follow the manufacturer's guidelines and usual trade practice. We are not liable for faults, damage or extra costs caused by poor installation, including work done by a third-party installer.
Trade account buyers
If you are buying through a trade account for business use, the consumer cancellation right above does not apply. You may request a return within 14 days of delivery. Only goods in their original packaging and in a resaleable condition will be accepted. A 25% restocking fee and any collection or return carriage charge will apply. Returns must be agreed with us before goods are sent back. These fees do not apply if the goods are faulty, damaged in transit or not what you ordered. Goods cut to size, made to order or special-ordered cannot be returned unless faulty.
Contact
Tile Kingdom Ltd, Units 5 & 6, East Langford, Station Road, Bow, Crediton, EX17 6HX. Email info@tilekingdom.co.uk or telephone 01363 82768 (Monday to Friday, 10am to 4pm, excluding bank holidays).