Heartwood Moka Matt

Due to the variation which occurs with natural stone, ceramic, porcelain, decorative & glazed materials we operate a non-return policy. It should be noted that any surplus tiles are worth keeping as they will be from the same batch as your original material and can be utilised should any damage occur after the tiles have been installed.

Once an order has been placed goods that are in stock, can normally be dispatched for delivery within 3-5 working days. Delivery of special orders, slabs, large-format tiles, some bathware and sizeable orders is best carried out on one of our specialist off-load vehicles, so timescales will be advised before any tiles are ordered. A specific delivery date will be arranged to suit you.

Most deliveries are between the hours of 9.00 am and 6pm, Monday – Friday except Bank Holidays. An additional charge will be made for a specific morning, afternoon or timed delivery (if available). Most orders are packed in either wooden crates or onto pallets which will be delivered on a large lorry so it is important that any restricted access details (such as overhanging trees, steep gradients or gravel driveways) are advised prior to your order being placed. The consignment will be placed, at the driver’s discretion, to the nearest, safely accessible point to the property; this may be on the drive or at the kerbside.

The delivery driver cannot help handle the goods, so it is essential for you to arrange for a responsible individual to be present. Somebody must be available to accept, sign for and safely store the goods as required. Unfortunately, the driver is not able to unpack products and move them from the place of delivery. Orders will be shrink wrapped for protection, but please try to move the materials undercover as soon as possible and ensure all ancillary products are stored in dry conditions to avoid damage by frost
or rain.

All orders must be examined on delivery and any shortages, damages or other discrepancies must be noted on the delivery note and reported within three working days if there are any issues so we may resolve this as quickly as possible. Failure to do this may invalidate any claims of breakages or replacements after this period. Your delivery may have extra or broken tiles which are additional to your ordered quantity. These are normally left in to brace the other tiles and will be noted on your delivery note. Care needs to be taken when unpacking all stone tiles as spacers may need to be removed from the packaging before the tiles are lifted out. Tiles should always be stacked and stored vertically (on edge) but not on a hard
surface as this causes unnecessary edge chipping.