Shipping Policy

Your delivery will generally be delivered on an 18 tonne lorry with a tail lift, and offloaded using a pallet truck, unless you stipulate that there is a forklift truck on site.  Please make sure that the delivery site has no access restrictions ie gravel drives/overhanging trees. If there are any restrictions, we must be notified upon placing the order. The delivery will take place on a specified day, but unfortunately we cannot supply a time for delivery.  We do ask that the drivers call the contact on site one hour before delivery. If this is helpful, please provide a name and number as appropriate on your order.  This is not a guaranteed service however, so there will need to be somebody on site to receive the goods. Due to Health and Safety/Insurance reasons all deliveries are kerbside only, drivers will not deliver into properties.

Drivers are NOT insured to go into any property or take items off a pallet. Under NO circumstances will they be covered to go into communal areas where delivering to a flat, up stairs or into lifts. It is the  customer’s responsibility to arrange for products to be taken into a property once the driver has taken the pallet as close to the entrance as he/she deems possible.

Customers in Scotland and Northern Ireland the standard next day service may be extended to 3-5 working days, please check delivery times prior to ordering. Additional charges passed
to us by our third party carrier may also apply.

On arrival of the pallet, please make sure that all goods are present and intact. If you see any potential or actual damages, or the packaging is not intact, please mark ‘Damaged’ on the delivery note and contact us straight away.  This enables us to send out replacements free of charge.  Any further damages found after unwrapping, will need to be reported within 48 hours to hello@bigtiles.co.uk or directly to the Sales Consultant who dealt with your order. Due to the necessary procedures in claiming the cost of sending replacement tiles, we may need to be provided with pictures of damages, as proof before we can process replacement claims, these can be sent to us via email or mobile phone. Please ensure that you have ordered enough tiles and allowed for cuts and wastage in your quantities. Any shortfall can result in delays and additional costs if extra tiles have to be imported from Spain or Italy, for which we cannot be held responsible.

Please be aware that if the drivers are not able to deliver, or the information supplied is not correct and delivery is ultimately not made, the pallet will be withdrawn and a re-delivery
charge may be incurred before the pallet is brought back to site. 

It will be deemed to be acceptable if there are 1 or 2 broken tiles, due to the nature of tiles and in this instance we would recommend that you attempt to use them where cuts are necessary. If you then require 1 or 2 additional tiles to be sent out as replacements, we will do this on the assumption original notification was within the timescale above.