We're sorry if any of your tiles have arrived damaged. We pack every order carefully, but breakages can occasionally happen in transit. If they do, here's what to do:
- Before you sign, check the pallet for visible damage. If anything looks wrong, sign the delivery note as "damaged".
- Photograph every damaged tile. We need clear photos of all the damaged tiles you're claiming for, plus the packaging. We can only replace or refund tiles that are shown in your photos, so if you're claiming for 20 tiles, please send photos of all 20.
- Complete our damage form within 24 hours of delivery, with your order number, the number of damaged tiles and your photos. Please use the form rather than emailing us, as this helps us deal with your claim quickly.
Once we've reviewed your claim, we'll arrange replacement tiles or a refund for the damaged tiles shown in your photos.
Please note: damage must be reported within 24 hours of delivery. We're unable to accept damage claims after this time, so please check your order as soon as it arrives.
Samples: this applies to tile and paving orders. If a sample arrives broken, you don't need the damage form. See "My sample arrived broken".