Delivery, Collections, Returns and Refund Policy

DELIVERY AND COLLECTIONS POLICY

During our online checkout process, you can either select for collection or delivery.

Orders for collection will be fulfilled by our showroom at 307A Finchley Road, West Hampstead, London, NW3 6EH – UK, within 3 working days subject to stock availability.

Orders for delivery will be fulfilled from our warehouse within 3 to 5 working days, subject to stock availability; for items on back-order, delivery may take up to 30 working days since they would need to be ordered from the manufacturer. If you order different types of tiles, we may be able to fulfil part of the order, which we have in stock, within 3-5 working days, but these will arrive in a separate delivery. We aim for this delivery to be on the same day as the rest of your order, but this may not always be the case. Orders to remote postcodes are unable to select a delivery date and these orders may take longer.

You will receive emails to confirm your order and delivery status where applicable.

We recommend scheduling your delivery before your project commences to ensure you have everything you need and are happy with your purchase before work begins.

Delivery methods and timescales:

1. Standard Delivery (You can choose a delivery date between Monday and Friday during the checkout) – the charge for this delivery option is as follows:

1.1 £100 on orders under 40kg

1.2 £140 on orders over 40kg

1.3 £240 for slabs (large wooden crate+delivery charge)

2. Sample Delivery – postage free of charge and we’ll aim to deliver all sample orders within 5 working days from your order date.

3. We also offer a ‘Store Collection’ method. Store collection is free of charge on all orders. Once your order has been placed online, it will be sent to our showroom in Hampstead for processing. Within 3-5 working days, we’ll update you via email and in your online account when it’s ready for collection. You may also receive a call from us. Store collection is not available on large orders or on orders containing selected products due to their size/weight.

Some of our products are ordered specially for you so they will take longer – the length of time is dependent on the supplier.

Not all products are available for collection; this will be detailed on the relevant product pages and during the checkout.

Additional costs for delivery to remote areas in the UK

 Please note that any delivery to remote postcodes will incur a higher delivery cost which is based on your exact location and the products contained within the order.

These orders will be delivered within 10-15 working days.

Contact us for details of delivery costs outside of the UK (where available).

 Delivery arrangements:

It would be best if you made all arrangements necessary to take delivery of products. If you do not accept delivery of products, or you or the circumstances at the delivery address cause us to be late or unable to deliver, you must reimburse any costs we reasonably incur as a result. (this would include holding cost and temporary warehouse cost)

 When you choose a date for delivery or we give you a date for collection, this will be an estimate and is not guaranteed as a firm date.

Do not book a tiler or any other tradesperson until you have received and checked your order. Ivy Tile is not liable for any financial loss to you incurred through late, damaged, or incorrect delivery. Please bring any concerns with your delivery to our attention within 7 days of accepting delivery.

 Delivery of an order is completed when we deliver the ordered products to the address you gave us or to a carrier organised by you or you collect them from us, and products are your responsibility from that time.

CANCELLATION, RETURNS AND REFUNDS POLICY

 ADDITIONAL CONDITIONS APPLICABLE TO ALL CANCELLATIONS, RETURNS, AND REFUNDS (Consumer, Specialist, Online, In store.

 Your rights to cancel or return products as detailed in paragraphs 1 – 5 below do not apply to any products, including samples, that have been:

Made, cut or otherwise altered by us at your request or to meet your specific requirements or

Cut, used, or had adhesive or other chemicals applied or fixed to a substrate (for example, a wall or floor); except where the Product is defective.

The product prices and delivery charges in force when you place an order or make a purchase still apply even if you later cancel the order or return the Product and the price has changed.

If you return products purchased as part of a discount promotion, we will refund the price you actually paid (not the full price).

 If you return products purchased as part of a free products promotion (for example. buy five and get the sixth free) or which entitles you to a gift, you must return the free products and/or free gift as well as the products you paid for.

1. CANCELLATION BEFORE DISPATCH (Consumer, Trader, Online, In store)

 You can cancel a Purchase Contract at any time before products are dispatched from our store or warehouse. The easiest way to do this is to contact us via email at sales@ivytile.co.uk or via phone at 02077944677. this is in addition to your statutory right to cancel.

We reserve the right to cancel any duplicate free sample orders.

14-DAY CANCELLATION RIGHTS (Consumer, Online)

1. For Consumers, subject to paragraph 1, if you buy products through our website, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel a Purchase Contract. This legal right starts when we accept an order, which is when the Purchase Contract between us is made. It ends 14 days after:
2.  The day you receive the products you ordered, or if the products are delivered in batches, the day after you receive the last delivery.

This means that, up until the end of the 14-day period, if you change your mind or decide for any other reason that you do not want to receive or keep the products you ordered, you can tell us, cancel the Purchase Contract, return the products (if received) and receive a refund. Advice about your legal right to cancel the Purchase Contract is available from your local Citizens’ Advice Bureau or Trading Standards office.

This right to cancel does not apply to Traders, nor to purchases made instore.

Unless the cancellation is due to products being faulty or not as described, you will be responsible for the cost of returning the products to us. If the Product is one that cannot be returned by post, we estimate that if you use the carrier that delivered the Product to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost of collection.

 For Consumers, we have a legal duty to supply products that are in conformity with Our Terms of Business. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of cancellation or anything else in Our Terms of Business. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

28 DAYS RETURN (Consumer, Trader, Online, In store)

Subject to paragraph 1, you can return some products to us within 28 days of receiving them for a full refund (excluding delivery charges). This is in addition to your statutory rights, for example, your 14-day cancellation rights, as applicable.

 Products must be unused and in their original packaging. Only full boxes of the same tiles will be accepted, or individual tiles with a price (when ordered online or purchased instore) of £100 or more each. Returns will be accepted at our store as long as you have the receipt as proof of purchase. The refund will be processed via the original method of payment. We aim to process refunds within 10 working days.

 Any free gifts or free products comprising of an offer (for example buy five and get the sixth free) must also be returned. We may exclude this right of return from some promotions; if we do, we will say in the written details of the promotion.

DEFECTIVE PRODUCTS (Consumer, Trader, Online, In store)

We will repair, replace, or refund the price paid for any defective product as long as:

 It has not been damaged or made defective after you received it and

You return the Product to Ivy Tile within 1 month of the day after you received the Product (or the last delivery if delivered in batches), together with your receipt as proof of purchase; we aim to process refunds within 10 working days. This is in addition to your statutory rights, such as your 14-day cancellation rights, as applicable.

Where we provide a replacement, we will use our standard delivery service, at no cost to you, delivering to our store or to your address.

 This is in addition to your statutory rights, for example, your 14-day cancellation rights, as applicable.

Standard Kerbside Delivery

Deliveries arrive by pallet on an 18-tonne tail lift HGV and are direct to the kerbside. Hazards or obstructions, e.g. sloped or gravel driveways, may result in the delivery being made to an alternative location. Access restrictions, e.g. narrow roads, may also lead to a delay or failure in delivery. If your property has restricted access, please let us know in the comments box at the point of placing your order. Orders will not be unpacked or carried indoors by the courier. Please ensure someone is in to receive your tile delivery.

Your order will be delivered to kerbside on your chosen delivery date, which you can select at the checkout. Please note if you have ordered different types tiles, your order might arrive in a separate delivery (depending on stock availability). We aim for this delivery to be on the same day as the rest of your order, but this may not always be the case. 

We Deliver to England, Scotland, and Wales. Some postcodes in Scotland and offshore islands may incur additional charges and lead times, please enter your postcode within the checkout and we’ll calculate these for you. Once your order has been dispatched, you’ll receive a dispatch confirmation email.

Service

Charge

Standard Kerbside Delivery

Orders under 40kg in weight will be charged a £95 delivery fee. 

Standard Kerbside Delivery Under 40kg

If your order is over 40kg in weight, you’ll be charged a £120 delivery fee. 

If you order slabs, a £240 delivery fee will apply. This fee includes a large wooden crate and delivery charge.

Store Collection

Free in terms of availability

Sample Delivery

FREE

Sample Delivery

Our sample service allows you to see how different colours and patterns will complement your interior, giving you extra confidence before you buy. You can select up to 3 free cut samples per order. If you need more choices, you can also buy full-size tiles as samples. We offer free postage on all small samples and advise ordering a full-size sample of any tile that features distinct variation, e.g., marble, in order to see both the veining and tile colour.

We aim to deliver all sample orders within 3-5 working days from the order date. Once your sample has arrived, we will contact you to see if you need any help.

Returns

You can return any resell-able products to us within 28 days for a full refund (excluding delivery charges). Only full boxes of the same tiles will be refunded, or individual tiles with an RRP of £100+ each. You must return the products to the store along with a receipt as proof of purchase, and a refund will be made via the original method of payment. Ivy Tile reserves the right not to refund if the products are deemed as not being in a re-sellable condition, if there is no proof of purchase, or if the products are returned after the 28-day period. We aim to process all refunds within 10 working days.

Refund Request

 To request a refund, please contact us via email at sales@ivytile.co.ukor 

Alternatively, you can contact us via phone 020 7794 4677