Deliveries & Returns

Opening Hours

Our sales line 023 92 459900 is open Monday - Friday, 8:30 a.m. - 5:30 p.m. Web orders can be placed 24 hours a day and 7 days a week.

Bank Holidays:

Please be aware that our warehouse does not operate Bank Holidays or Weekends. Please take this in to account when ordering on a preceding Friday. The deadline for next working day delivery is 12:00pm.

Christmas Opening Hours:

Our office and warehouse shuts down over the Christmas Holiday. All orders will be fulfilled upon our staffs return.

Delivery Rates

Mainland England & Wales:

All orders to UK mainland (England,Scotland and Wales) under a value of £150 incl vat will incur an £14.40 delivery charge.
Standard next day delivery service (orders placed before 12:00pm Monday-Thursday)
FREE delivery on all orders over £150 incl vat (except Northern & Republic Of Ireland).

Orders placed Friday before 12:00pm will be on a Monday delivery service.

Scotland:

Standard 2-3 days delivery service (orders placed before 12:00pm Monday-Thursday)
FREE delivery on all orders over £150 incl vat.

Orders placed Friday before 12:00pm will on a Tuesday/Wednesday delivery service.

Guernsey, Shetland Isles, Northern & Republic of Ireland:

All orders to Northern & Republic of Ireland, Guernsey & Shetland Isles under a value of £500 incl vat will incur an £50.00 incl vat delivery charge.
Standard 3-5 days delivery service (orders placed before 12:00pm Monday-Thursday)
FREE delivery on all orders over £500 incl vat.

Orders placed Friday before 12:00pm will be on a 3-5 day service.

We are currently unable to deliver outside the UK with our standard delivery options.

Sample Service

We strongly encourage all customers to order samples before purchasing a quantity. We want you to be happy with the finished product.

There is a small charge for our samples.
Order up to 5 samples and get FREE delivery (1 per Product Range).
Sample orders over the quantity of 5 pieces will charged standard delivery charge of £14.40.
Up to 5 samples you can claim back any money spent. Call us when you go to place an order.
Mosaic samples are provided in a 10 x 10cm swatch size. This is enough to include all colour and material options.
All other tiles will be provided in a single piece or strip (mosaic/taco) format.
Samples are sent via First Class Post. This service is not trackable.
Typically your samples will arrive are 1-2 days

Samples are limited to 1 sample per product range and are non refundable.

Damages

All goods must be checked by the customer on receipt of goods - this is imperative. No responsibility for damaged product, shortages or incorrect products can be accepted after 48 hours / two working days (Monday - Friday) of receipt of goods.

Where you purchase goods from us that are defective we shall (at our option) repair or replace such goods or refund the price of such goods provided that (a) you give us notice within 48 hours of the date of your acceptance of the goods and (b) provided that damage to the goods has not been caused by you. Our entire liability to you shall be limited to the price you paid for the goods and we shall not be responsible for any consequential or other financial loss that you may seek to claim for regarding the tiling or flooring job you are carrying out. All damaged goods will be replaced on standard delivery at our cost.

Mosaic Village products are guaranteed for 12 months from point of purchase. Compensation, refunds or returns will not be considered after this period.

If you find any damages on receipt of goods, you must forward a clear photo of the damages to [email protected] before we send out replacements.

Please check your tiles carefully before fixing. Shade variation is a design feature of most of our tiles. If for any reason you are not happy with the shade of your tiles, we cannot accept the responsibility after the tiles have been fixed. Fixing the tiles to a substrate means that you have accepted the tiles in their present state so no refunds or replacements will be offered. Please ensure you are happy with the shade of your tiles before you start any project.

Returns

If you cancel your order it can be returned, however after 14 days this will incur a 25% Restocking Fee.

All unwanted or over ordered items must be returned at your own cost. We will only collect items if damaged or defected.

Once our transport company has collected your goods from our warehouse if you wish to cancel your order, you would be liable for transportation return charges, unless special arrangements are to be made.

If you have completed your tiling or flooring job and wish to return any resalable goods we will provide you with a refund. Please note that only full boxes of tiles will be refunded. Simply return the items within 28 days of receipt of goods in their original condition.

Mosaic Village reserve the right not to refund if the goods are deemed as not being in a resalable condition. Any delivery charge will not be refunded.

Refunds will only be processed once the goods have arrived with us and we have inspected their condition and deemed them to be in suitable condition for resale. Any delivery charge from the original order will not be refunded.

Please note once a refund is processed it may take up to 30 days for the funds to appear back on your card, this is dependent on the card provider and is not under the influence of The English Tile Company. Acceptance of these terms and conditions at the point of purchase represents acceptance of refund period of up to 30 days.