Delivery and Returns

To contact our Deliveries Team please email us at enquiries@claybrookstudio.co.uk. 

Delivery

Deliveries are free to the UK Mainland.

We deliver using our own vehicles and also use an external pallet delivery service. In general we will deliver the larger orders using an external 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.

Kerbside Pallet and our own scheduled Deliveries

  • Once a delivery date has been agreed, you must ensure someone is available to accept the delivery and to help offload where required.
  • This service is a kerbside service only and products will not be moved inside a property.
  • Delivery is made between 8am and 6pm Monday to Friday.
  • We aim to deliver within five working days of receipt of your order. If however you need your order sooner please just contact us.

COURIER/SMALL PARCEL DELIVERIES UNDER 50KG

  • We will endeavor to deliver small orders within 2-3 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, 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. 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.

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 enquiries@claybrookstudio.co.uk with your enquiry. 

REMOTE AREAS

UK Mainland excludes remote areas of the UK. Remote areas include; The Channel Islands, Isle of Man, Scilly Isles, Isle of Wight, Highlands, Northern Ireland, Grampian, Scotland Offshore. If you're unsure whether or not you fall into a Remote Area please email enquiries@claybrookstudio.co.uk.

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 AND RETURNS

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.

  • 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, 3 Westfield Road, Kineton Industrial Estate, Southam, CV47 0JH, enquiries@claybrookstudio.co.uk
  • 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 left our premises, 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.

  • 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 our warehouse in Southam, 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. 
  • 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.
  • You must return the goods at your own expense to our warehouse: Claybrook Studio, 3 Westfield Road, Kineton Industrial Estate, Southam, CV47 0JH.

REFUNDS

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