Pallet Deliveries

When possible all pallet deliveries are made on our own vehicles, by our friendly, fully trained staff. You will receive a phone call confirming estimated delivery times, on the chosen day of your delivery.  However on occasion we may have to send some orders out via a national third party pallet network, once your order has been dispatched from us you will receive a tracking email with a unique tracking ID number enabling you to track exactly where your pallet is, you will also receive an email alert and text message as to the scheduled 2 hour time slot your delivery will take place.

All deliveries are strictly kerbside deliveries. If your property has restrictive access please let us know in the comments box at checkout.

Obstructions e.g. steps, lifts, gravel paths and drives etc may mean the delivery will have to be made to the nearest available location to the delivery vehicle.

All goods will arrive strapped and wrapped to a pallet and will not be broken down or handled by the driver. Please use caution when removing any packaging to avoid damages and possible injury. Boxes of tiles can be heavy, precautions such as help may need to be made by yourself.

We reserve the right to impose a re delivery charge on all failed deliveries where customers are not  present on the arranged delivery day.

Customer Collections

We are pleased to be able to offer customer collections, completely free of charge, just select the option at checkout, chose your preferred collection day and will endeavour to have your order picked and ready to go for you. If you choose to collect your goods, please ensure that the vehicle used is suitable for the size, weight, and nature of your order, all items are loaded and secured safely before leaving our premises and any protective materials required (e.g. blankets, straps, pallets) are provided by you.

Once goods have been collected and signed for, DTW Ceramics UK Ltd accepts no responsibility or liability for any damage, loss, or breakage that occurs during transport or unloading.It is the customer’s responsibility to ensure safe and appropriate handling after collection.

If you are unsure whether your vehicle is suitable, please contact our team before travelling — we’re happy to offer advice.

Damages, Returns & Cancellations

Please check over your delivery careful when they arrive for any signs of damage, if this is the case, please sign for as damaged and take a photo prior to opening or unpacking. Call or email us within 3 days of your goods arriving and send us the photo as proof, we will then arrange for replacements to be sent our as soon as possible.

Goods not used or not required and held as stock items (NOT items marked special order) can be returned to us within 28 days of purchase provided they are in their original packaging, unopened and unused. You will be liable for any return carriage.

We strongly recommend that you inspect goods BEFORE you have trades booked to use them. Once a product is installed it is deemed as fit for purpose and claims can not be entertained thereafter. We will not be held liable for consequential losses due to incorrect or damaged goods.