Shipping Policy
Tile Experience
Delivery & Shipping Policy
Please read this policy carefully before placing your order. If you have any questions, contact our team before ordering.
Free delivery from
£450 inc VAT
Next-day cut-off
12:00 pm
Sample delivery
Free
Large slab lead time
5–7 days / 3–5 wks
1. Delivery areas
We deliver to UK Mainland and Scottish Highlands only. We are currently unable to deliver to the Islands, Ireland, or Northern Ireland.
This applies to all product ranges including tiles, tiling materials, accessories, and large slabs.
2. Tiles & Tiling Materials
Standard tile and accessory orders
2.1 Free shipping
Orders of £450 or more (inc VAT) qualify for free standard delivery on tiles and tiling materials. This threshold does not apply to large slabs, which carry a separate delivery charge regardless of order value.
All sample orders are dispatched free of charge with no minimum spend required.
2.2 Shipping costs (orders under £450 inc VAT)
Shipping costs are calculated based on the total weight of your order and your delivery postcode. You can view your exact shipping cost by entering your postcode on the basket or checkout page.
| Service | Carrier | Delivery time | Weight limit | From |
|---|---|---|---|---|
| Parcel — next working day | APC Overnight / DPD | Next working day | Under 50 kg | Start from £6.50 + VAT |
| Economy service | Various | 2–3 working days | Over 50 kg | See checkout |
2.3 Pallet delivery (orders over 50 kg)
Large tile orders exceeding 50 kg will be dispatched on a pallet (semi, half, or full). Pallet delivery is handled by Palletways or K & R Mason on a next working day service.
Where tile quantities are large enough to require palletisation, only pallet shipping options will be presented at checkout to ensure safe transportation.
2.4 Next working day delivery
We aim to dispatch all orders received before 12:00 pm for next working day delivery, subject to stock availability. Next working day delivery is not available on weekends or bank holidays.
Important — please read before ordering
While we make every effort to meet next working day delivery, this service cannot be guaranteed. Occasional delays may occur due to logistics issues, carrier capacity, or other circumstances outside our control.
We are not liable to refund next-day delivery charges in the event of a delay caused by the carrier. If your order is time-critical, we strongly recommend placing it well in advance.
Scotland postcode restriction: Next working day delivery is not available to postcode areas AB, IV, KW and PA. Please allow additional working days for delivery to these regions.
2.5 Order tracking
Once your order has been dispatched, you will receive an email or SMS notification directly from the carrier. This will include your tracking reference and an estimated delivery window.
2.6 Special orders — non-stocked brands
The following brands are not held in our warehouse and are dispatched directly from the manufacturer. A separate delivery charge applies to these items, which is charged at cost. Delivery is typically 1–3 working days from order placement.
| Brand | Products | Delivery cost | Lead time | Cut-off |
|---|---|---|---|---|
| Genesis | Trims | £19 + VAT | 1–3 working days | 11:00 am |
| Marmox | Slicedstone mosaics, shower trays | £30 + VAT | 1–3 working days | — |
| Marmox | Backing boards (oversized only) | £65 + VAT | 1–3 working days | — |
| Schluter | Trims | £20 + VAT | 1–3 working days | — |
| Bihui | Tools | £15 + VAT | 1–3 working days | — |
2.7 Click & Collect
We offer a free Click & Collect service from our warehouse in Croydon. To use this service, select Click & Collect at checkout. You will receive an email notification once your order is ready — please do not visit before receiving this confirmation.
Collection address:
Tile Experience, 108 Beddington Lane,
Croydon, London, CR0 4YY
Collection hours:
Monday to Friday, 8:30 am – 4:30 pm.
Closed weekends and bank holidays.
What to bring:
Your order confirmation email or order number.
Third-party collection:
If someone is collecting on your behalf, they must have the order number and the name on the order.
3. Large Slabs
Oversized format slab delivery
3.1 Delivery options
Two delivery options are available for large slabs. Enter your postcode at basket or checkout to see the exact cost for each option.
Option A — standard delivery (forklift required at your address)
Shipping cost + refundable frame charge. You are responsible for providing a forklift at the delivery address to unload the slab safely.
Option B — delivery with forklift (we provide)
Shipping cost + forklift surcharge + refundable frame charge. We arrange a forklift at the delivery address. This is the recommended option if a forklift is not available on site.
3.2 Refundable frame charge (only for Zon A & B)
Zones A & B
A refundable frame charge of £450 + VAT applies. The full amount is refunded once the frame has been collected from your delivery address after delivery.
Zone C
The frame charge is non-refundable, as the transport frame must be purchased and remains with the customer.
View Zone C postcodes
B, BA, BB, BD, BH, BL, BN, BS, CF, CH, CT, CV, DE, DH, DL, DN, DT, DY, EX, FY, GL, HD, HG, HR, HU, HX, IP, L, LA, LD, LE, LL, LN, LS, M, ME, NG, NP, NR, OL, PL, PO, PR, S, SA, SK, SO, SP, SR, SS, TF, TQ, TR, TS, WA, WF, WN, WR, WS, WV, YO
3.3 Delivery time
Delivery time for large slabs depends on stock availability at the time of ordering.
| Stock status | Lead time | Notes |
|---|---|---|
| In stock | 5–7 working days | From order confirmation. Delivery date agreed directly with you. |
| Out of stock / made to order | 3–5 weeks | Exact timeline confirmed at point of order. You will be kept updated throughout. |
Current stock availability is displayed on each product page. If you are unsure, please contact us before placing your order.
3.4 Samples
Samples are available for all large slab products and we strongly recommend ordering one before committing to a full order. Sample dimensions are 100 × 200 mm and are delivered within 3–4 working days.
3.5 Click & Collect
Click & Collect is not available for large slabs due to the size and weight of the product. All large slab orders must be delivered to the address provided at checkout.
4. General advice
Do not book your tiler or fitter until your order has arrived and been fully inspected.
Very occasionally, an order may be delayed due to unforeseen circumstances with our carriers. We strongly advise against scheduling installation work until you have received your full delivery and checked all products for damage or discrepancy. We will contact you as soon as we are made aware of any delay to your order.
5. Contact us
If you have any questions about this policy or your delivery, please do not hesitate to get in touch. Our team is available Monday to Friday, 8:30 am – 5:00 pm.
Phone: 0208 689 4187
Email: info@tileexperience.co.uk
Address: Tile Experience, 108 Beddington Lane, Croydon, London, CR0 4YY
SHIPPING AREA:
- We only deliver to UK Mainland and Highlands areas only
- We do not deliver products to the Islands, Ireland, or Northern Ireland.
NEXT WORKING DAY DELIVERY & CUT-OFF TIME:
- Any order received before 12:00 pm should be delivered the Next Working Day - subject to stock availability
- Next Working Day - available excluding weekends and any holidays.
NO NEXT WORKING DAY DELIVERY - SCOTLAND:
-We are unable to offer next-day service to the following postcode regions in Scotland.
- Postcode: AB, IV, KW, PA.
SAMPLE ORDER:
All sample orders are shipped for FREE (no shipping cost occurs)
FREE SHIPPING
Minimum order value £450 inc VAT qualify for free shipping (excluding Large slabs)
SHIPPING COST FOR ORDER UNDER £450 (inc VAT)
Shipping costs are determined by the product's weight and your shipping location. To view the exact shipping cost, enter your postcode on the shopping cart or checkout page.
Shipping Services:
- APC Overnight (A2Z Shipping): Next working day - for under 50kg parcels.
- DPD: Next working day - for under 50kg parcels.
- - Next Working Day: From £6.50* + VAT
- - Ecomony Service: 2-3 Working Days (Only for order weight over £50kg)
Please Note:
- * Tile orders over certain quantities may require pallet delivery, and only pallet shipping options will be displayed at checkout ensuring, safe transportation.
ORDER OVER 50KG (Pallet Service)
Large orders over 50kg will be delivered on a pallet (small, half or full pallet)
Please note that all pallet deliveries will be made via curbside delivery only.
Shipping Services for Pallet:
- Palletways: Next working day - Over 50kg order (semi, half or full pallet).
- K & R Mason Next working day - Over 50kg order(semi, half or full pallet).
TRACKING DETAILS
Tracking details will be available once your order has been processed by the parcel/pallet service. You will receive an email or SMS notification from the delivery company.
SPECIAL ORDERS - (Non-Stocked Items)
All non-stocked items from the brands listed below are delivered directly from the manufacturer and are charged as a direct cost.
- - GENESIS (Trims): £19+VAT (1-3 working days) | Cut-Off time: 11:00am
- - MARMOX (Slicedstone Mosaics, Shower Trays): £15+VAT (1-3 working days)
- - MARMOX (Backing boards - Oversized only): £65+VAT (1-3 working days)
- - SCHLUTER (Trims): £20+VAT (1-3 working days)
- - BIHUI (Trims): £15+VAT (1-3 working days)
CLICK & COLLECT
We offer a convenient Click & Collect service from our location (CR0 4YY). Simply place your order online and select the Click & Collect option at checkout. Once your order is ready, you’ll receive an email notification.
To find the Tile Experience collection point, please refer to the map in the image below.
Collection Hours:
- Monday – Friday: 8:30 AM – 4:30 PM
Collection Address:
- Tile Experience, 108 Beddington Lane, Croydon, London, CR0 4YY
Please note: Free delivery is not available for the large slab product range.
AVAILABLE DELIVERY OPTIONS:
- Shipping Cost (No Forklift) + Frame Cost (£540 (inc vat) Refundable)
- Shipping Cost (With Forklift) + Frame Cost (£540 (inc vat) Refundable)
Enter your postcode at basket OR checkout to view accurate shipping costs.
Delivery Costs:
Delivery costs for large slabs vary by postcode zone. Please check the shipping cost by entering your postcode on the basket or checkout page.
Forklift
Large slabs require a forklift at the delivery address. If a forklift is not available, we can provide a shipping service that includes a forklift at an additional cost.
Frame charge (refundable)
Additionally, there is a refundable frame charge of £450 + VAT. This amount will be refunded upon frame collection.
Delivery time
5-7 Working Days
Sample for Large Slabs
Sample Dimensions: 100x200mm
Sample Delivery Time: 3-4 Working Days
Delivery Area:
We currently only deliver to UK Mainland and the Highlands. We do not deliver to the Islands, Ireland, or Northern Ireland.
Please note that, due to the size and weight of the product, a click & collect option is not available.
WE HIGHLY RECOMMEND YOU DO NOT BOOK A TILER/FITTER UNTIL YOU RECEIVED AND CHECKED THE PRODUCTS. WE CANNOT BE RESPONSIBLE FOR UNFORESEEN DELAY
Very occasionally an order may be delayed due to unforeseen circumstances, with this in mind we always recommend getting your order delivered before booking a tiler/fitter. We will always advise on delays as soon as we have been informed.
* (Next-day deliveries are not guaranteed due to complications that could arise with the couriers that are out of our control. It may take 1-2 working days)
If you have any questions about your delivery, please feel free to contact us.
Phone: 0208 689 4187
Email: info@tileexperience.co.uk