Delivery Policy

Sample Delivery
Whilst we endeavour to get all sample orders out promptly, and this is generally 2-3 working days, due to the high volumes of samples being sent there may be times where the delivery period is slightly longer. We would therefore ask if you could allow 3-5 days working for delivery, if at this point they have not arrived, please get in touch.

How much is delivery?
Delivery is  usually around £50 for up to 50 metres of tiles to UK Mainland locations, EXCEPTIONS APPLY PLEASE CONTACT US TO DISCUSS for  Scottish Highland & Island, and other Island Locations. Delivery to Ireland is available Note: Customers in Scotland ordering may be subject to an additional delivery charge.  All offshore postcodes will be quoted for on a ‘Price on Application’ basis.  If you would like more information on these charges please call TileDealer before placing an order.
How long will it take for my delivery to arrive?
Horncastle Tiles Ltd stocks thousands of metres of tiles.
All of our tiles are delivered through a nationwide haulage company across mainland UK. We have two delivery options:
  1. Our standard delivery time is 3-5 days.
  2. Our express delivery time is 2-3 days. Orders are only despatch from Monday to Friday, exc public holidays.
Special order tiles from abroad are quoted as 10-14 days Please note however importing tiles is not simple We have to await factory availability and picking The usual turn around time is as quoted but sometimes can be up to 28 days
Factory sourced tiles from all our manufacturers is subject to availability from the Manufacturers   Please do not book a tiler till your tiles arrive.
We will keep you informed via email but feel free to call.
When will my delivery arrive?
Once your order has been placed, and picked ready for despatch, you will be contacted by the distribution company to arrange delivery, a contact number must be provided. Further contact details will be printed on your receipts.

What time will the delivery be?
Unfortunately we are unable to stipulate a delivery time, all deliveries will be between  9.00am and 5.00pm. 

Do I have to sign for my delivery?
Yes you do, for security reasons, it is necessary to get a signature for your tiles, unless specific delivery instructions are given in writing to leave them somewhere. If the tiles are left,  Horncastle Tiles  Limited  do not accept any further liability for the tiles.

Where will the driver leave the tiles?
All consignments of tiles are transported by a National pallet delivery service, using a large lorry with  a tail lift and a pallet truck. All deliveries will be made to the nearest accessible point.
If the customer's driveway or pathway is not suitable for a pallet truck, it will be the customers responsibility  to organise the labour needed to move the goods  to the final delivery point. Delivery charges do not include carrying goods inside or up or down any stairs,  as the Delivery person  is not insured to assist.
If the goods are unable to be delivered, they will be retained by the delivery Company who will re-deliver at an additional cost to you..
Please see our Terms and Conditions for  further information
Can I get my order delivered to another address?
Yes you can, we will need a full postal address, and we may contact you to ensure that there are no security problems regarding the transaction and delivery. If possible, to avoid any confusion, it may be better to contact us regarding a different delivery address prior to placing the order.
What is your Returns Policy - relative to unwanted or over ordered tiles?
Due to the cost of haulage please make sure you want the tiles Horncastle Tiles Limited has a 14 day refund policy.All return costs are payable  by the customer
We have a sample service at minimal cost to ensure you are 100% happy with your choice of tiles made. By requesting a sample, you have the opportunity to see the product before making the bulk purchase.

What if I am not at home when the delivery arrives?
Unless by prior arrangement, the driver will not leave the tiles. If a second delivery attempt is required, an additional charge of £ 25  is likely  be incurred. If a delivery has been arranged, and you are not at home, the delivery depot will be under no obligation to attempt a re-delivery, and the goods will need to be collected from the delivery depot. If any delivery charges have been paid, these will not be refundable.

Do  you deliver to Ireland?
We can deliver to Ireland, but delivery will be on a price on application basis depending on the quantity of tiles being ordered. Please contact us for further information.

What if my tiles are damaged, or the order is not correct?
Horncastle Tiles Ltd can only claim for damage caused by the carrier if the person receiving the goods writes "Damaged" on the relevant delivery document.Please be advised that claims for  replacement are  only possible if the damaged goods are available for collection. 
Please inspect the delivery Do not be pressured by the driver to "just sign here"
If you are in any doubt about the condition of the goods please check the items before you sign and before the carrier leaves the premises.Note the condition on the delivery note and get countersignature from the driver.
Call us asap  08001956620 to let us know.

All damages and irregularities must be notified within 2 working days of the delivery.Clear notification on the delivery note is  required for any damages.  The exact amount missing or damaged must be notified, in writing and replacements will be sent out FOC. All damaged or faulty goods  will be collected at the request of the delivery/collection company. 
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.

What if I need to order additional packs?
Due to delivery costs it is important to ensure you allow enough tiles, including waste to be delivered with your main order. Additional packs will have to be arranged via special arrangements and is often a costly process.
What if I change my mind and want to cancel?
Please let us know as soon as possible that  you wish to cancel the order
Any return costs will be payable by the customer.See Refund  policy