Delivery and Collection
Delivery Disruption update
We are currently experiencing disruptions to pallet delivery timeframes across the entire UK pallet network. This is a national issue affecting all pallet delivery couriers due to driver shortages and increased delivery volumes, as well as on going Brexit and COVID-19 related issues.
If you have chosen home delivery, your order may be delayed by up to 3 days from your chosen delivery date. While we are working hard to deliver your order on time, unfortunately these delays are out of our control and cannot guarantee your order will arrive on the date you have selected.
We strongly advise against arranging a tiler / installer until your order has arrived, to avoid any delay or disruption to your project. CTD cannot be held liable for any additional costs you may incur from contractors due to delivery delays.
We offer delivery on all online orders, get yours free when you spend over £250! Alternatively, collect at your convenience from our tile showrooms nationwide.
We’re excited to help you with your tiling project and our delivery and collection options will ensure your new tiles are delivered swiftly and conveniently. Please place your order in good time to make sure you receive your tiles before work on your project begins.
FREE with online orders over £250 (inc. VAT)
£25 with online orders under £250 (inc. VAT)
Our delivery service for online orders is available to mainland Great Britain addresses, excluding the Highlands & Islands. A full list of excluded postcodes can be viewed here.
Online orders are typically delivered within 5 working days direct to kerbside and need to be signed for by an adult (18+ years old). You can select your preferred delivery date using the calendar during checkout, this will then be confirmed when your order is processed. We will call or email to inform you should there be any unforeseen changes to the delivery schedule.
How will my order arrive?
Your tiles will typically be delivered on or after 5 working days (subject to stock availability).
Our delivery driver will unload your tiles on a pallet to the front of your property. Due to health and safety we are unable to bring the tiles into the property and goods will be delivered to the kerbside only.
What is kerbside delivery?
Deliveries are direct to kerbside and will arrive by 120x80cm wooden pallet on an HGV (Heavy Goods Vehicle). Unfortunately, our delivery drivers are unable to handle your order further than the kerbside.
We would therefore recommend arranging adequate assistance from family or friends to help you move the tiles in to your property after delivery.
We use a variety of delivery methods ranging from large vans up to 18-tonne HGVs. Upon placing your order, please inform us of any delivery instructions or access restrictions to your property in the ‘Order Notes’ section of the checkout. A list of potential Access Restrictions are listed below. We will call or email to confirm any details with you.
Accepting your delivery
Upon delivery please check the goods carefully before signing to confirm that you are accepting the items in good condition. If someone else is accepting the delivery on your behalf, we recommend that they are familiar with the order contents so they can sign with confidence.
What if my order is damaged or incorrect?
In the unfortunate event your goods are damaged or faulty you can reject the delivery. If you have accepted the delivery and later notice an issue we will happily replace the damaged or incorrect goods. For further information please see the Damaged or Incorrect Delivery section below.
My order has not arrived on time
In the unfortunate event that your delivery has not arrived on the confirmed date please contact our customer service team on 0800 014 2994 and have your order confirmation number or email to hand.
Empty pallet returns
If you are unable to dispose of the pallet(s) after delivery, you can return them to your local CTD store to be reused.
Tile Showroom Collection
Collection from your local CTD tile showroom is FREE, regardless of the value of your order. We have made collecting from your local showroom as easy as possible when ordering online - simply enter your postcode and choose a convenient showroom and your preferred collection date during the checkout.
When will my order be ready to pick up?
Your tiles will typically be ready to collect within 5 working days (subject to stock availability). If your collection date exceeds this we will inform you as soon as possible and provide the earliest possible date. Your order details will then be confirmed via email.
If I purchase in-store can I take my order the same day?
If you are purchasing tiles from your local tile showroom, you may be able to take away your items immediately depending on stock availability. If your tiles are not currently in stock, the showroom team will provide you with a collection date.
When can I collect my order?
You can collect your order at any time during regular tile showroom opening hours; please check your local showroom’s opening hours before visiting. Your order will be available to collect for up to 30 days for your convenience. After this time we will cancel your order and issue a full refund to the original payment method.
Please bring the following when collecting your online order:
• Your order confirmation email - either on your phone or printed
• The bank card you used for payment
• Or if you paid via PayPal, bring your order confirmation and photo ID (such as a valid passport or driving license)
Delivery and Collection Times
The delivery or collection date of your online order will depend on the method you have selected. During the checkout process, please use our handy calendar as a reference for your expected delivery/collection date. Once you have placed your order, we will confirm your order delivery/collection date and inform you of any changes to the schedule.
|Delivery Option ||Expected Delivery Time |
|Tile Showroom Collection ||Ready to collect within 5 working days |
|Home Delivery ||On or after 5 working days |
*This applies to selected products only.
Special Order Delivery
There are instances when our standard delivery options do not apply to certain products. This is when the product shows the following:
|Delivery Option ||Expected Delivery Time |
|Special Order - Available within 1 week ||On or after 5 working days |
|Special Order - Available within 2 weeks ||On or after 10 working days |
|Special Order - Available within 3 weeks ||On or after 15 working days |
|Limited Stock - Available within 3 weeks ||On or after 15 working days |
|Limited Stock - Contact for availability ||Please call our customer service team on 0800 014 2994 for more info. |
|Pre-Order ||These are brand new products and your order will be processed as soon as they are in stock. |
Access Restrictions to Your Delivery Address
If your property or delivery address has any access restrictions please provide details in the ‘Order Notes’ section of the checkout. Alternatively you can inform our helpful customer service team by phone on 0800 014 2994 or complete our contact form. Please have your order number to hand when contacting us regarding your order. We will contact you once you have placed your order to confirm your delivery details and address any access concerns.
Here are a few restrictions you may need to consider:
• Height and weight restrictions such as bridges and tunnels
• Housing with no access to the front of the property
• Gated communities and secured access
• Double yellow parking areas
• Parking permits
• Narrow roads
Damaged or Incorrect Delivery
At CTD Tiles we go to great lengths to ensure your delivery arrives safely, efficiently and correctly. When you receive your delivery, please inspect your items thoroughly before signing the documentation. In the unfortunate event that your goods are damaged or faulty you can reject the delivery. If you do this, your items will be returned to us and you will receive a full refund to your original payment method.
If you notice that your order is damaged or incorrect after the delivery has been made, please complete our delivery discrepancies form and report it within 48 hours of receiving the goods. Alternatively, you can contact our helpful customer service team by phone on 0800 014 2994.
Once we have the details of your order we will happily arrange to get the correct items to you as soon as possible or issue a full refund. You will not incur further charges if the mistake was ours.
Order Not Delivered
In the unfortunate event that your delivery has not arrived on the confirmed date please contact our customer service team on 0800 014 2994 and have your order confirmation number to hand.
If you need to return your order for any reason, please see our Returns page for information and helpful guidance.