Delivery & Returns Information

Dispatch times

Orders placed before 2pm Monday to Friday are normally dispatched on the same working day.

Orders placed after 2pm, at weekends or on bank holidays will normally be dispatched on the next working day.

Although we work hard to dispatch every qualifying order promptly, dispatch may occasionally be delayed by circumstances outside our control. If there is a problem with your order, we will contact you as soon as possible.

Delivery times

Orders are sent using a weekday next-working-day delivery service. Most orders arrive within one to two working days after dispatch.

This is an estimated delivery timeframe and is not guaranteed. Deliveries to remote locations and areas subject to carrier restrictions may take longer.

Please allow additional time during bank holidays, severe weather, periods of unusually high demand and other circumstances outside our control.

Delivery charges

Orders containing tile trim

A delivery charge of £14.99 applies to any order containing one or more 2.5m tile trims, where the order value is below the free-delivery threshold.

All other products

A delivery charge of £4.99 applies to orders that do not contain tile trim and are below the free-delivery threshold.

Free delivery

Free delivery is available on orders of £120 or more to eligible UK addresses, excluding Northern Ireland.

Northern Ireland

Delivery to Northern Ireland costs £39.99 per order. The free-delivery threshold does not apply to Northern Ireland orders.

Any applicable delivery charge will be shown at checkout before payment.

Order tracking

Full tracking is provided for dispatched orders. Once your order has left us, tracking information will be sent to the email address or mobile number supplied at checkout.

Tracking can occasionally take time to update after the carrier collects a parcel.

Delivery delays

Most orders arrive within one to two working days, but delivery dates are estimates rather than guarantees unless we have expressly agreed a guaranteed delivery date with you in writing.

If tracking has not updated or your order has not arrived within the expected timeframe, please contact Acorn Tiles and we will investigate it with the carrier.

Damaged deliveries

Please inspect your order as soon as reasonably possible after delivery.

If an item has been damaged in transit, please notify Acorn Tiles within 24 hours of delivery where possible. Include:

• Your order number
• A description of the damage
• Clear photographs of the damaged item
• Photographs of the internal and external packaging
• A photograph of the delivery label

Reporting visible transit damage promptly gives us the best opportunity to investigate the delivery with the carrier.

Once the damage has been assessed, we will arrange an appropriate replacement or refund. We may need to collect the damaged product, so please retain the item and its packaging until we confirm what to do.

The request to report transit damage within 24 hours does not affect your statutory rights concerning goods that are faulty, damaged, not as described or otherwise do not conform to the contract.

Incorrect or missing items

Please contact us as soon as possible if your order contains an incorrect item or something is missing. Include your order number and photographs of the products and packaging so that we can investigate and resolve the issue.

Free collection

Orders can be collected free of charge from:

Acorn Tiles Limited
Unit 9, Acorn Trading Estate
Gumley Road
Grays
Essex
RM20 4XB

Collection orders are normally ready within 30 minutes of being placed during our opening hours.

Please wait for confirmation that your order is ready before travelling, particularly for large orders or orders placed close to closing time. Bring your order confirmation when collecting.

Cancelling an online order

Consumers purchasing online have the right to return an order within 90 days of receiving it without providing a reason, subject to any applicable legal exceptions.

To request a cancellation or return, contact Acorn Tiles and provide your order number and details of the items being returned.

Returning unwanted items

Customers are responsible for arranging and paying the return cost of unwanted items that were delivered correctly and in good condition.

This includes the cost of safely returning oversized 2.5m tile trims. We recommend using a tracked and appropriately insured delivery service because the returned goods remain the customer’s responsibility until they reach us.

Items should be returned securely packaged and protected from damage.

Tile trims that have been cut, drilled, installed, marked, scratched or otherwise altered cannot normally be resold and may be subject to a reduced refund or may not qualify as an unwanted-item return, depending on the circumstances and the customer’s statutory rights.

Refunds for unwanted items

We may withhold the refund until we have received the returned goods

Once returned products have been received, they will be inspected. Approved refunds will be issued to the original payment method within 14 days of receiving the returned goods

Faulty, damaged or incorrectly supplied goods

Customers will not be responsible for reasonable return costs where goods are faulty, damaged in transit, incorrectly supplied or not as described.

Please contact us before returning these products so that we can agree the most appropriate solution and arrange collection or return where necessary.

This delivery and returns information does not affect your statutory rights.

If you have any questions about delivery, collection, damage or returns, please contact Acorn Tiles before sending an item back.

Please include your order number in all correspondence so that we can assist you promptly.