Shipping & Returns

Shipping Policy

Sample Orders: 

1. Sample orders are sent out via Royal Mail or by Courier service.
2. Only 1 x sample per product per customer and or household is allowed for free delivery.
3. Placing multiple sample orders using different names and/or addresses i.e to friends/neighbours is also not allowed for free delivery, any such orders will be cancelled and refunded.
4. Additional delivery charges may apply when ordering other products with Samples.
5. Certain areas may be limted to 2kg total weight for free sample delivery. Additional charges may apply if weight exceeds 2kg.

1. Delivery Options and Prices: Delivery options and prices are available at checkout, calculated based on weight and delivery postcode. Some options may not be available in certain areas.
2. Delivery Services:
   • Sample Delivery: Free.
   • Courier Service up to 25kg.
   • Over 25kg Kerbside delivery.
3. Sample Orders: Sent via Royal Mail or Courier. Only one free sample per product per customer or household. Additional charges may apply for multiple samples or other products.
4. Orders up to 25kg: Wrapped and sent out by courier service. A delivery date must be selected at checkout.
5. Orders Over 25kg or Large Format Tiles: Packed and delivered on pallets using a pallet truck. Customers should arrange for placement and storage. A delivery date is required (excluding samples).
6. Delivery Options:

    

   • Standard delivery: 4 Working Days.
   • Express: 3 Working Days.
   • Priority: 2 Working Days.
7. Bathroom Furniture & Accessories: Some items are available only for Click & Collect or may be delivered directly from the manufacturer. Delivery days may be limited.
8. Additional Information: Delivery days/hours are Monday-Friday, excluding weekends. Orders placed after 1pm will be processed the next working day. Extra charges may apply for certain postcodes.

Returns Policy

1. Return Eligibility: Notification within 14 calendar days of delivery is required to be eligible for a refund. A further 14 days is allowed for returning the order.
2. Return Conditions: Applies to stock items only. Specially ordered items are not eligible for return.
3. Return Process:
   • Use the return form to request a return.
   • Goods must be returned to the main distribution warehouse, not the head office.
   • The customer pays any return costs.
   • Complete boxes of tiles in saleable condition can be returned.
4. Refund Deductions: A re-stocking charge of £20 may apply, along with the original delivery charge and return costs (if arranged by Artisan Tile Company).
5. Refund Processing: Inspections of returned goods are conducted, and refunds are processed as a priority. It may take up to 14 days for administration and an additional 3-5 days for credit/debit card transactions.

This policy is designed to provide clear and comprehensive information to customers regarding shipping and returns, ensuring a transparent and customer-friendly approach.

Please fill in the form below to return an item, We will contact you shortly to confirm your return.