Delivery and Returns

To contact our Deliveries Team please email us

CONTACT THE DELIVERY TEAM

Delivery Charges

  • UK Mainland Standard Delivery - via Courier or Claybrook Vehicle - Free of Charge
    up to 7 working days, paint 1-3 working days direct from our manufacturer
  • UK Mainland Express - via Courier - £40
    up to 3 working days (order before 1pm)
    We offer Express Delivery online for in-stock tiles. Selected bathroom items can be sent Express Delivery however, you will need to contact our Sales team to arrange this.
  • UK Mainland Sample Orders - via Courier or Royal Mail - Free of charge
    3-5 working days
  • Note: UK Mainland deliveries excludes the Republic of Ireland, Northern Ireland, Islands and the Scottish Highlands. For deliveries outside of the UK mainland please contact our Sales Team for a shipping quote.

We deliver using our own vehicles and also use an external courier pallet delivery service, for both standard and express deliveries. In general, it is larger orders where we utilise a third-party pallet delivery service. Small orders may be sent by courier or Royal Mail. We will advise you of the delivery method and expected delivery date before your order leaves our warehouse.

As some of the vehicles are large, please advise us of restrictions such as: gravel drives where stranding is possible, narrow gated or brick and pillar entrances, steep hills or gradients, low overhanging trees, small driveways or anything else that may affect the process resulting in a failed delivery.

Kerbside Pallet Delivery and our own scheduled Deliveries

  • We aim to deliver within 7 working days of receipt of your order (Express up to 3 working days). If however you need your order sooner please contact us.
  • Once a delivery date has been agreed, you must ensure someone is available to accept the delivery and to help offload where required. If we are unable to make the delivery, there will be a redelivery charge of up to £100.

  • Our third party courier service is a kerbside service only and products will not be moved inside the property by them. Please note that in order to safely deliver tiles, we sometimes use a large wooden pallet and this may also be left with you for disposal.

  • Delivery is made between 8am and 6pm Monday to Friday.

COURIER/SMALL PARCEL DELIVERIES UNDER 50KG

  • We will endeavor to deliver small orders within 7 working days (Express up to 3 working days).

  • Delivery is typically to your front door.

  • Products that may go by courier include; small tile orders up to 50kg, sample orders over 2kg, plus sealers and grouts.

  • Delivery is made between 8am and 6pm Monday to Friday.

  • If you happen to be out they will leave a calling card for you to rearrange delivery. Alternatively, orders despatched via this method can be left with a neighbour or in a safe place.

SAMPLES

You can order up to four samples free of charge (excludes decors and trims). Thereafter you will be charged for the cost of one tile at the normal retail price, however delivery will still remain free of charge. In most cases they will be sent out via Royal Mail unless the package goes above 2kg in which case it will be sent out via courier.

TRACKING YOUR DELIVERY

  • Tiles samples sent via APC Courier
    You will receive an order update with a tracking number which can be used to track the order on the APC website here.

  • Tiles samples sent via Royal Mail
    You will receive an order update with a consignment number which can be used to track the order on the Royal Mail website here.

  • Paint orders sent via Fedex or APC Couriers
    The majority of orders are sent via Fedex, however for larger orders an APC courier may be used. You will receive an order update with a tracking number which can be used to track the order on the Fedex website here. If you have a larger order and the link does not work on the Fedex website please try the APC website here.

  • All other orders
    All other orders are sent either via APC courier (cardboard boxed deliveries) or a pallet courier service (literally boxed, or loose and cling wrapped on a wooden pallet). Customers who have provided a mobile number should receive a text message from APC regarding delivery. Pallets are normally sent on a booking in service, where the courier will ring within 48 hours of the order being collected by them from our Banbury warehouse, to arrange a suitable delivery date. Pallet deliveries cannot be further tracked online at the moment, something we are looking at improving.

     

INTERNATIONAL DELIVERIES

We are happy to help with orders from outside the UK mainland however we charge for shipping. It may take up to five days for an export shipping quotation. Please email [email protected] with your enquiry. 

FOLLOWING DELIVERY

Check that you have the correct product and that it is undamaged on receipt and report any discrepancies to us within 5 working days.

CANCELLATION

We hope you are fully satisfied with your products, however, in the unlikely event that the products is unsuitable or that you are not fully satisfied please follow the procedure below. This only applies to Consumer Sales as defined in our standard Terms and Conditions.

  • You may cancel your order within 14 working days (period of cancellation) beginning the day after you receive the goods.

  • To cancel you must let us know in writing that you wish to cancel. You may do this by letter or email sent within the 14 days to: Claybrook Studio, Beaumont Close, Banbury, Oxfordshire OX16 1TG [email protected]

  • If you tell us verbally you will need to send confirmation in writing within the 14 days.

  • You cannot cancel if the goods are made specifically for you, all the packaging has been opened/damaged, or the goods themselves installed/damaged.

  • If you wish to cancel goods which have already been despatched, you will be liable for the cost of returning the goods to our warehouse, and taking suitable precautions to package the goods against damage whilst in transit.

  • You have a duty of care during the period of cancellation to ensure that the goods are returned to us in the condition in which they were delivered. We reserve the right to charge for any damages caused by failure to carry out your duty of care.

  • This does not affect your statutory rights.

RETURNS

In addition to your statutory cancellation period we offer a 60 day returns policy. This only applies to Consumer Sales as defined in our standard Terms and Conditions.

  • A return is classified as occurring after the 14 day cancellation period calculated has expired. You can return resaleable goods to us within 60 days of purchase for a full refund (excluding delivery charges where applicable).

  • Only full boxes of the same tiles will be refunded, or individual tiles with a price in excess of £10 each.  

  • You must return the goods at your own expense to the relevant warehouse (see below), ensuring to protect them against damage during transit.  

  • We reserve the right not to refund if the goods are deemed as not being in a resalable condition, if the goods are classified as end of line discontinued items at the time you placed your order, or if the goods are returned after the 60 day period. 

  • We reserve the right to charge restocking, cancelletion or collection fees on the return of goods at our sole discretion.

  • This does not affect your statutory rights.

RETURNING THE GOODS

  • Please download and complete our returns form and include it with the goods you are returning.

  • Tile, Bathroom or Wood Flooring Orders - You can return the goods at your own expense to our warehouse; Claybrook Studio, Beaumont Close, Banbury, Oxfordshire OX16 1TG.

  • Paint Orders - You can return unopened paint tins at your own expense to; Claybrook, 51-53 Churchill Way, Lomeshaye Industrial Estate, Nelson, BB9 6RT. 

REFUNDS

Refunds will be made within 14 days of receipt of the goods at our warehouse.

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