The journey of your order

What we wanted to explain in this blog is simply the processes your order with us goes through by the time you receive your beautiful new tiles.



Live stock information

The other thing to point out at this stage is that our website receives live sock information, this means that if our website allows you to place your order, we physically have the required quantity in stock and our usual delivery time frames apply to your order, next day orders received before the cut off time of 12:00 pm will be dispatched the same day and delivered the next working day, the economy orders will be delivered to you within 3-5 working days to mainland UK regardless of the size of your order. For economy delivery orders, the hauliers will contact you directly to book your delivery day with you so you will receive your delivery on the most suitable day for you.



Order processing

Once we receive your order confirmation with your responses to the small access questionnaire you have answered during the payment stage. We will process and dispatch your order for you. The questionnaire responses are a very important way of ensuring your order delivery is made swiftly and without any hassles, the questions should be answered accurately, if any access issues are highlighted to us, we contact our customers as soon as we can to discuss any highlighted issues as to ensure we accommodate for these issues and highlight them to the hauliers whilst working together with our customers to dispatch their orders quickly and ensure their delivery is made on the most suitable vehicles to the locations requested.


Order preparation

When our experienced sales team processes your order, it is sent to the warehouse by our integrated specially written company operating system. The system is also integrated with the haulier's operating system and shares unique barcodes that originated for each individual range of items during the manufacturing process, to make sure the correct items are scanned, prepared and delivered to our customers, this system totally eliminates human error during the order preparation process and helps provides a tracking system throughout the order delivery process.



When the warehouse staff receives your order from our sales team. They prepare each order making sure each order is extremely well packaged for their next journey.

One thing to highlight here, we shrink wrap all orders in a clear see-through shrink wrapping, unlike many companies that ship out orders in black shrink wrapping, this enables easy visual inspection of orders when our customer receive their orders. As a supplier of highly fragile items that unfortunately can get damaged on some occasions during the haulage process, we feel this is a very helpful method to our customers that can see through the packing when their order pallet is being manoeuvred into position at the delivery site, any significant unfortunate damages can be noticed and delivery driver informed, this then provides our customer further 3 days to fully inspect their items and inform us of their required free replacements with free delivery. We even encourage our customers to tear into the packaging to conduct an even better visual inspection before the hauliers depart the delivery site. 



Free replacements with free delivery

Providing beautiful tiles to our customers that are highly fragile in nature for over 2 decades means we unfortunately do deal with damages every now and then. Using a 3rd party haulier means we depend on the skills and high efficiency of 3rd party delivery drivers to handle all our shipments however, despite the highly secure packaging and extremely careful handling of the haulage company with all orders, all order pallets still go through the uplifting and setting down process at least 6 times before they arrive at their final destination and we also have to consider the lorry journeys in between. What this means is on rare occasions, due to the high fragility of home-use tiles, there are unfortunate occasions where damages do occur. 


Handling delivery issues swiftly

We as the supplier of the tiles do our best to resolve such issues as quickly as possible for our customers however, we do require that our customers inspect their deliveries and report any issues to the delivery driver on site and then confirm this with us at the earliest opportunity so that we can arrange free replacements with free delivery if required. Note: due to the fragility of home-use tiles, damages can and sometimes occur at any stage up until full installation even when being handled by the tiler/installer therefore, damages reported after delivery drivers depart the delivery site are very time-sensitive and will require further investigation, this can delay dispatch of free replacements therefore, we always kindly request our customers to be highly vigilant during the delivery process.

We hope this blog helped better explain the process of your order and delivery.

If you have any questions, our experienced helpful sales staff is always a phone call away to help you.