Frequently Asked Questions – Tile Merchant
Payment and Pricing
Q. Does the price include VAT?
Answer: Yes, all of our prices include 20% VAT.
Q. Does prices include delivery?
Answer: No, delivery charges are added at the final stages when ordering from our website. See our shipping info page for delivery rates to your area.
Q. How can I pay for my goods?
Answer: We accept all major credit cards and PayPal.
Q. Will I receive an invoice with my order?
Answer: Immediately after placing your order we will send you a detailed email outlining the products purchased and relevant information. This will be your receipt.
Q. If I buy in bulk could I receive a discount?
Answer: If you plan to make a very large order, please do not hesitate to get in touch with us at: 01618 501760
We can talk with you to see if you could avail of a bulk discount.
Q. Do you deliver to my area?
Answer: If you live in United Kingdom, yes. More information can be found on our “Shipping Info” page. We can also ship internationally, please call us on 01-618 501760 if you wish to enquire about this.
Q. How are deliveries made?
Answer: Orders are delivered through various means. Predominantly our orders will be delivered by a truck with a crane on it.
Please note that the Vehicle being used to deliver the goods in all cases will need clear access. We will do our utmost to facilitate the customer and deliver goods to where the customer would like them, however, our drivers will not carry goods into customers gardens or houses by hand.
Tile Merchant does not accept any liability from any possible consequential issues surrounding goods positioning from delivery driver. Any special delivery requirements please inform us in advance.
If there is any further queries please contact.
Q. Will I have to be at home when the delivery is taking place?
Answer: No, but the delivery company needs to be informed that the goods do not need to be signed for upon delivery. If we are not informed of special delivery requirements extra delivery charges may be applied as we must inform the delivery company before collecting the goods. We strongly advise a representative to be at the destination as drivers may encounter problems with cars or other issues surrounding being able to position of the goods in a desired place. Many of these issues are simply resolved with the driver at the time.
Q. Could I ask for my goods to be delivered at a specific time?
Answer: Unfortunately we are unable to do so. Couriers and Hauliers sometimes encounter unforeseen issues, which inevitably lead to delays. Over 90% of our deliveries arrive on the day that has been arranged sometimes though issues out of our control arise. Any enquiries on delivery please do not hesitate to contact us.
Q. Can Saturday deliveries be arranged?
Answer: Yes, but we do not guarantee deliveries on Saturdays as they depend on haulage companies and possibly incur further charges.
Q. How long does it take from when I order goods and the order arriving?
Answer: Next day delivery is available to certain areas if the order is placed Monday to Friday before midday. All orders outside the times of standard office hours (Mon-Fri, 8.30-5.00) and Bank Holidays will be processed on the next working day.
Q. Can I return goods if I don’t like them when they arrive?
Answer: Yes, providing all goods are in the exactly same condition as when delivered to you. Goods being returned to Tile Merchant will be at your own cost. Please note that pallet delivery costs upwards of £60 and returns are only accepted 7 days from receipt of goods. We also must charge a re-stocking fee on all orders of 15%.
Q. What happens if goods are damaged when they arrive to me?
Answer: All damaged goods will be replaced. We must be informed of any breakages within 5 days from receipt of goods, any later than this and it will be too late to claim. For insurance reasons we may ask you to store the goods. We may also need you to send us photographs of the damaged stock. Once goods have been installed we are unable to replace them, we strongly advise all of our customers to check received goods for faults before installation.
Q. Is it possible to cancel my order?
Answer: Yes, if you cancel your order before it has left our warehouse then cancellation is without any cost. However, when ordering between warehouse hours (Mon-Fri, 8.30-5.00), we prepare goods promptly to get your goods delivered as soon as we can. If there is a cancellation while your goods are in transit, then a re-stocking charge (15%) and the cost of return delivery will be incurred.
Q. What happens when a delivery cannot be made or I am absent when the goods arrive?
Answer: If we cannot make a delivery on a pre-arranged day due to unforeseen circumstances there will be an extra charge of £20 per pallet to re-deliver the goods, if the order is subsequently cancelled this will result in a £60 handling charge and a 15% restocking charge.
For any queries or cancellation call us on: 01-618 501760
Q. How accurate are the products and the colours of the products that are on the website?
All of our Natural Stone Products will have variations in colour, tone and shading. Samples are available on request to confirm whether our product is right for your project.