Delivery Policy

At Elliren Tiles, we strive to ensure safe, efficient, and reliable delivery of all products across the UK. Please review the following delivery terms carefully.

Delivery Methods

Pallet Deliveries (Tile Orders)

  • Delivered by a national pallet network

  • Kerbside delivery to the nearest accessible flat point

  • Delivery drivers do not carry goods indoors or up stairs

  • Pallets may be wheeled into a garage or driveway at the driver’s discretion

Parcel Deliveries (Accessories and Small Orders)

  • Dispatched via trusted couriers such as DPD or FedEx

  • May arrive separately from pallet deliveries

Receiving Deliveries

  • An adult must be present to receive all deliveries

  • Goods must be inspected upon delivery

  • For tile deliveries, any damage must be noted as “DAMAGED” on the delivery note and reported with clear photographs within 48 hours

  • For accessories, damage must be reported within 24 hours with photographic evidence

  • Claims submitted after these timeframes or without adequate documentation cannot be accepted

Access Restrictions

  • Customers must inform us of any delivery access issues in advance (e.g. narrow roads, steep or gravel driveways, restricted parking)

  • Special delivery arrangements can be made if required; additional charges may apply

  • Site deliveries are made on the condition that the customer is responsible for off-loading and secure storage of the goods

Delivery Timing and Availability

  • All delivery dates are estimates and depend on stock availability

  • We do not accept liability for delays due to manufacturing issues, courier delays, adverse weather, strikes, or other circumstances beyond our control

  • Customers are advised not to book tradespeople until goods have been delivered and checked

Special Orders

  • Special order items or products not held in stock may require 2 to 4 weeks for delivery

  • These items cannot be cancelled, returned, or refunded once in production or transit

Short Deliveries and Damage Claims

  • Any short delivery must be reported at the time of delivery and noted on the delivery paperwork

  • All goods must be examined within 24 hours of receipt

  • Claims for loss or damage must be supported by photographic evidence and submitted within the specified timeframes

Returns and Restocking

  • Returns are accepted within 4 weeks of delivery for full box quantities in saleable condition

  • A restocking fee of 25 percent or £10 (whichever is greater) applies to all authorised returns

  • No returns are accepted on adhesives, trims, or grouts under any circumstances

  • Returns will not be credited unless the goods are received in a resaleable condition

  • Special order and sale items are non-returnable

If you have any delivery-related questions, please contact us at info@ellirentiles.co.uk.