Frequently Asked Questions

 

General

 

How accurate are the descriptions and images?

 

We try to ensure all products and services listed on our website are described accurately. Images are limited to the photographic process and may vary on individual computers. Some images may be reproduced from the individual manufacturer and we cannot be responsible for any variations. Please remember all tiles supplied are natural products and may vary in shade, texture & size.

 

 

Do you provide samples?

 

Of course, we understand that seeing a photo to a physical sample will differ. We always advise seeing a sample before placing an order. Samples can be ordered over the phone or through our website.

 

 

Can you visit us and our site to discuss our requirements?

 

Yes, we would be more than happy to come and see you. This is best practice, we get a much better understanding of what you require. Contact us, and we will arrange a time & day.

 

 

How long do your quotations last?

 

Our quotations last for no longer than 30 days unless stated.

 

 

I like the tiles you offer, but I am not sure how many I need, can you help?

 

Yes of course we can help. Send us your technical roof plans and we will supply an estimated quantity take off. Please note these are only estimates so we advise checking with your appointed building / roofing contractor before ordering.

 

 

Do you accept returns?

Yes we do at our discretion, and within 30 days from date of delivery. They must be in a saleable condition, with complete packaging. There may be a collection and restocking charge. Special orders cannot be returned.

 

 

 

Payment Info

 

How do I pay for my order?

 

We accept cash, cheque, bank transfer & PayPal.

 

 

Do I have to pay VAT on items?

 

VAT applies to all products & deliveries.

 

 

Do I pay for goods before delivery?

 

Yes, Goods will be dispatched once we receive cleared funds.

 

 

 

Delivery Info

 

How much is delivery?

 

Cost of delivery varies based on quantity of tiles, vehicle type and travelling distance. We will add any delivery charge to your quote.

 

 

We have tight access into the site, is this a problem?

 

No, we will discuss the best possible options to allow for a smooth delivery. We have access to many different vehicles to allow us to make deliveries to those hard to get to places.

 

 

Does somebody need to be there at time of delivery?

 

Yes, we require a signed delivery note, to confirm you have received all goods relating to your order.

 

 

The driver has accidentally damaged products when unloading, what do we do?

 

If this happens, contact us straight away. Please make a note on the drivers delivery ticket what is damaged & how. Once agreed, replacements will be dispatched to cover any damages.

 

 

We have checked our order and we are missing some items?

 

If you are missing items from your order, please contact us within 48 hrs of receiving your goods. We will check what has happened and in the event goods have been accidentally missed off the load, these will be dispatched as soon as possible. If you have accidentally missed something off your order, again we will dispatch as soon as possible, but a delivery charge may apply.

 

 

Do you off-load the tiles once on site?

 

If you need tiles to be offloaded once on site, please make sure you state this at place of order so we organise the most suitable vehicle & offload facility.

 

 

What time do you deliver and is this guaranteed?

 

The majority of deliveries are made between Monday & Friday, between the times of 7:30am & 5:00pm. As we use outside hauliers we cannot guarantee delivery dates and times, However we do our upmost to ensure delivery is on schedule. We will keep customers up to date with the delivery date and if there are any problems that occur with delivery, we will inform you as soon as possible to discuss / rearrange.

 

 

Do I have to pay VAT on delivery charges?

 

All delivery charges are subject to VAT.

 

 

 

Our Full terms & conditions are available on request.

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