Delivery Information
Most orders arrive on pallets or in crates and are delivered kerbside by 7.5-tonne trucks (around the same size a dustbin lorry). If access is tricky, just let us know beforehand and we’ll do our best to get your tiles as close to your property as safely as possible.
For the safety of our drivers, they are not able to move your items beyond the delivery point or assist with unpacking.
We deliver Monday to Friday, and you can choose your preferred delivery date at checkout — whenever is most convenient for you. Delivery charges depend on the size and weight of your order. Orders over £750 will receive free delivery.
At checkout, please make sure to include an email address and mobile number so you can receive delivery updates. Our delivery partner, Pall-Ex, will keep you informed every step of the way — including providing a delivery window on the day.
Please make sure someone is available to receive and sign for your delivery. When your delivery arrives, take a moment to check everything and let us know within three days if anything is missing or damaged.
It's best to store your tiles somewhere dry and undercover, even though they’re shrink-wrapped for protection.
When unpacking, remove any spacers or banding first, store tiles on their edges rather than flat, and always lift with help from another person.
Returns Information
Goods Arrived Damaged?
We do everything we can to package your tiles carefully so they arrive in perfect condition. If any items do arrive damaged, or if the wrong products are delivered, we’ll take responsibility and arrange replacements, provided they haven’t been installed.
Please report any shortages or damages within 3 days of delivery by emailing customerservice@waxmanceramics.co.uk with a photo attached.
Changed Your Mind or Over-Ordered?
We know that sometimes customers simply change their minds or may have over ordered. We are happy to accept returns on this basis so long as goods are returned to us in a resealable condition in full boxes within 14 days from delivery/collection and so long as we have the same batch in our warehouse.
Please note: a 20% restocking fee applies for returns due to change of mind or over-ordering.
We accept returns for:
✔ Unused products
✔ In original, un-opened packaging
✔ Full box quantities
We don't accept returns for:
✘ End of Line/Outlet
✘ Partial boxes
How To Return Goods
All returns must be pre-authorised, and we’ll provide you with a returns number. Please make sure this number is clearly shown on all packages, crates, and pallets.
You’ll need to arrange the return of goods through your own courier. As tiles are fragile, please package them securely. We also recommend taking a photo before collection in case you need to raise a claim with your courier.
If any items arrive to us damaged, we’ll take photos to help support your claim.
Refunds
Provided goods arrive in a resaleable condition, we will process your refund within ten working days of receipt, minus a 20% restocking fee. Refunds will be issued to the original payment method.
Please note the following regarding returns:
- We only accept full boxes of tiles for refund.
- Items must be carefully packaged when returned, as damage during transit is not the responsibility of Waxman Ceramics.
- Customers are responsible for arranging their own delivery method to return goods to Waxman Ceramics.
- Returns will only be accepted if we have the same batch available in our warehouse.
- Please allow up to 14 working days for returns to be processed through our warehouse
If you have any queries or concerns, our team will be happy to assist.