Delivery Information

What You Need To Know About Your Delivery

 

Our top priority is ensuring your tiles arrive in tip top condition with a speedy delivery service - our deliveries are usually delivered within 3-5 days.

On top of this, delivery is free on orders over £399!

Standard delivery

Our standard delivery service is completely free on orders over £399.
For orders below £399, our standard service is only £35.


Standard Delivery takes up to 5 working days – We will send you a text once your order has been dispatched with all the delivery info.

Your delivery will be made between 8am and 6pm week days

On the day of delivery, we also ask the driver to call you an hour ahead although please note that neither the text nor the call are guaranteed.

Surcharge postcodes

Please note, as of 1st January 2021 we are not currently shipping to Ireland or Mainland Europe.

Additional delivery charges apply if you live in the following areas: We will contact you once you have placed your order for payment.

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


£120 - Northern Ireland, Republic of Ireland and any Island, including Isle of Wight, Channel Islands, Isle of Man and Scottish islands, as follows
HS, IV40-56, PA20, PA40+, PH42-44, KA27-28,ZE, KW15-17, PO30-41, GY, IM, JE, BT

Delivery to these postcodes takes a minimum of 7 working days and we will call you after you have placed your order for the additional payment on the number you provide when you order.

How will my order be delivered?

Most of our orders are delivered securely on a wooden pallet by a national pallet network.
Please note:

Two or more pallets may be used for larger orders

The delivery vehicle is generally the same size as a bin wagon - please let us know if there are any local access issues as we may need to deliver on a different vehicle which may incur additional delivery charges.

All deliveries are kerbside only

 

Kerbside delivery

Due to insurance guidelines, the delivery is made to the kerbside only and it is up to the driver to determine the nearest accessible point to your property. Please note:

The driver is unable to open the pallet, physically handle the tiles or enter your property, if you have a driveway or safe place that is accessible the driver will try and pull the pallet safe for you.

We recommend arranging for adequate help to immediately move your order into your property upon delivery.

Please remember that tiles are heavy and some boxes may weigh up to 30 kg

 

Access Issues

Please inform us if there are any local access issues close to your property so we can make alternate arrangements - for example, narrow lanes and roadworks.
We may have to charge extra if a redelivery is needed or a smaller delivery vehicle required.

 

Signing for your delivery

It is important that a responsible person must be present upon delivery to inspect, check and sign for your order:

Please ensure you:

  1. Check all goods are present
  2. Inspect for any damages
  3. Sign to accept the delivery
  4. Note any damages on the delivery note

Upon delivery, carefully check and sign for your order.

You'll need a sharp knife to cut through the shrink wrap that protects the boxes and you may need to move and open boxes. 

In the rare instance that you see or suspect any damage then you must follow the guidelines below.

Please ensure the person responsible for signing is aware of the order due in and our delivery guidelines.


If no-one is present for delivery then there may be an additional delivery charge if we are unable to leave your order safely.

Damaged goods

Every order is checked for damage before it leaves our warehouse and thankfully, damage during transit is very rare.


However, if you suspect or see damage of any description you must:

  • Mark 'DAMAGED' on the delivery note
  • Take photos of the damaged pallet and goods
  • Inform us within 24 hours by email at sales@metrotiles.co.uk

Please note that we can only issue free replacements if the above steps are followed.

Occasionally there may be tiles with small chips or cracks on the edges or corners - your tiler can probably use these for cuts.

Missing Items

An order confirmation will be emailed when you order, please make sure you add your email address when you place your order. Please check this confirmation against your actual delivery.
Please note any shortfall on the delivery note and inform us immediately so we can send out replacements.

Late Deliveries

Very occasionally there may be delivery issues beyond our control, such as bad weather or traffic.


Please ensure your tilers are not booked in until after your order has arrived as we cannot be held liable for any costs arising from a delayed delivery.

Returns

If you change your mind after your tiles arrive don't worry - we offer a fuss-free 14 days return policy!


Just send your order back to us and we'll refund you in full, excluding the original delivery charge, if any.

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