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:
|Special Order Delivery |
|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. |
|These are brand new products and your order will be processed as soon as they are in stock. |
During the online checkout process, please use our handy online calendar guide as a reference for your expected delivery date. Once you have placed your order, we will keep you informed of your order delivery date.
Can I leave delivery instructions?
Yes, please enter any delivery instructions in the notes box on the delivery page before proceeding to payment. If you wish to inform us of any access restrictions, you can also do this in the notes box. We will call or email to confirm any details with you.
Do I need to be in when my order gets delivered?
Yes, all orders need to be signed for therefore someone over the age of 18 years old needs to be in attendance. Upon delivery please ensure that all goods are carefully checked before signing, as you are signing to say that you are accepting the items in good condition.
How will my order be delivered?
We use a variety of delivery methods ranging from 1.5 tonnes (delivered in a large van) up to 18 tonnes (equivalent to a bin lorry). We will check that your address is accessible to ensure that your items are delivered safely. Upon placing your order, we will ask you to tell us about any access restrictions, to your property. Please see the list of restrictions below for further details.
On arrival of your goods, our delivery driver will unload your tiles via a pallet to the front of your property. Unfortunately, due to health and safety we are unable to bring the tiles into the property and will be delivered to the kerbside only. If you have made a large order with us, we would advise organising help to move the goods safely into your property.
My address has delivery restrictions, what should I do?
Please inform us as soon as possible about the restrictions to your property, either by phone or email. You can also leave delivery notes at checkout when you place your order online. We will contact you once you have placed your order to confirm any delivery details and access information. Here are few restrictions you may need to consider:
- Height and weight restrictions such as bridges and tunnels
- Gated communities and secured access
- Double yellow parking areas
- Parking permits
- Narrow roads
My delivery has not arrived, what should I do?
We will keep you informed of your order and its delivery date. However, 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.
My delivery has been damaged or is incorrect, what should I do?
CTD Tiles go to great lengths in order to make sure your delivery arrives safely, efficiently and correct. When you receive your delivery, we strongly recommend that you inspect your items and if in the unfortunate event 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, however, 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 customer service team on 0800 014 2994.
Once we have the details of your order we will arrange to get the correct items to you or issue a full refund. You will not incur further charges if the mistake was ours.
Can I order online and pick up from my local store?
Yes, you also have the option to collect your order from your local CTD store
(UK mainland only). This is easy to do and it's FREE
. To select this option, enter your postcode and choose your nearest store when you are at the delivery stage of ordering.
When can I collect my order?
If you have chosen to collect from your local CTD store, we aim to have your order ready within 5 working days of us receiving it (subject to stock availability).
Collection during COVID-19 Restrictions
If you have chosen to collect your order, we will contact you by phone or email to arrange a suitable time slot for you to collect. Time slots are given to enable us to adhere to social distancing and keep both you and our staff safe. Please travel to the store in time for your allocated time slot – if you miss or are unable to attend, you can arrange another one with the store.
We will keep you informed of your order, however, if you feel it is taking longer than usual, please call our customer service team on 0800 014 2994 and we can check the status of your order.
What time can I collect my order?
Once your order is ready, you can collect it anytime during the normal opening hours of your local store. Please note that the opening times vary from store to store, so check this before you visit. Find your local stores opening times.
What you need to bring when collecting your order?
Please bring the following:
- Email confirmation - either on your phone or printed
- Bank card you used for payment
- If you paid via PayPal you will need your order confirmation and photo ID (either a valid passport or driving licence).
How long will the store keep my order?
Once you have received confirmation that your order is ready to collect, you have up to 30 days to collect your order from your chosen store. After this time, we will cancel your order and issue a full refund to the original payment method.