Products and ordering
Are there variations within tiles of the same type?
Tiles can always look slightly different depending on the light and environment, and there will always be slight variations in colour and thickness between batches, so it is important to view as much of your product of choice as possible before ordering. Not everyone is able to visit our showroom however we are happy to send out free samples (10cmx10cm) to help inform your decision. Larger and full-sized samples are also available on request. Even these are only representative, particularly with natural stone tiles where there are greater tonal and colour variances, so remember samples and images are intended as a guide only.
Will my products be in stock?
Tile deliveries are made directly from the Ca’ Pietra warehouse in Devizes, Wiltshire where they hold their own stock. This means that you will benefit from a quick turnaround once you place your order. However, in the unlikely event that your chosen product is not in stock we will contact you to let you know approximate lead-times. Payment will need to be made before any stock is dispatched.
How can I make sure I am ordering the right quantities?
Since unfortunately we are not able to accept the return of any excess order it is important to ensure that all measurements are double checked prior to placing any order. We recommend that you include an additional 10% of your measured area, to allow for cutting, breakage, minor imperfection and natural variations. If you are still unsure, please contact your tiler, or alternatively we would be happy to discuss your requirements.
When will my delivery arrive?
After you have placed your order, we will contact you to let you know the delivery date as your order is processed. Deliveries are made between 8 am and 6 pm on the agreed delivery date. We use an independent delivery company which we are not responsible for, so unfortunately we cannot guarantee delivery times.
How will my delivery arrive and what will it look like?
Depending on the size and weight of the order, the tiles will either arrive boxed via courier or packed and transported in wooden crates or on pallets via a tail-lift lorry. They will be delivered on to the nearest accessible, flat hardstanding surface and the suitability of the site will be at the driver’s discretion. Deliveries cannot be made on to unstable surfaces such as gravel drives. The driver will not handle the goods further.
Do I have to be in to receive my delivery?
Yes, all deliveries must be accepted by a responsible person and we will require a site contact number to ensure the offload is supervised. The delivery must be signed for. In the unlikely event that there is evidence of damage to the crate, please sign ‘goods damaged’ on the delivery note, and please call us to report the issue.
Do I need to unpack my tiles straight away?
All damages and breakages must be reported within 24 hours of receiving your delivery so please make sure there is someone able to do this when you choose your delivery date.
What happens if I miss my delivery or they can’t be delivered?
If you need to rearrange a delivery, please contact us as soon as possible and we will do our best to help.
If the tiles are unable to be delivered as a result of the above obligations not being met, the tiles will be retained by the driver and you may be responsible for any re-delivery charges incurred.
Can I cancel or amend my order?
If you wish to cancel your order, please contact us as soon as possible. If the tiles have already been dispatched you will be liable for the cost of returning them.
If you wish to amend your order, please contact as soon as possible and we will do our best to help. It will be dependent on the progress of your order.
Can I return my tiles?
Please contact us as soon as possible if you wish to arrange a return of your tiles. You have up to 14 days, beginning the day after receiving your delivery, to notify us of this. During this cancellation period you have a duty of care to ensure that the goods are returned in the condition in which they were delivered to you. If you wish to return your order, you will be liable for the cost of returning them.
Please bear in mind any surplus tiles are worth keeping. Since they are from your original batch they can be used in the event of any damage occurring after installation.
If you have any further queries, please contact us on 01223 660092 or email email@example.com.