Deliveries & Returns

Pallet Deliveries

All of our orders are delivered on full size pallets and undertaken by a third party pallet delivery service.

Standard delivery time for pallet deliveries is 3-5 working days from receipt of payment. If you require a shorter delivery time, please contact us to enquire.

All pallet deliveries will be made between 8am to 5pm weekdays, excluding public holidays. We will agree a delivery timeframe with you in advance of dispatching your order. We are able to offer timed and Saturday deliveries for a small additional charge.

Sufficient access for a large tail lift vehicle is required. A crane/hiab offload delivery is available at an additional cost, please contact us should this be required.

Deliveries will be made using a tail lift vehicle and pallet pump truck to kerbside only. This means that the delivery vehicle will offload as close as possible to the property. If there is no suitable standing area or there is restricted access to the property, the goods may be offloaded on to the kerb.

Delivery can only be made where there is a flat, solid surface available; this includes the access road to the delivery address. Pallet pump trucks cannot be maneuvered over any uneven surfaces including grass, gravel, inclines or declines.

There should be someone available to accept and sign for the delivery. If there is no one available, the courier may arrange to leave the goods at the property in a safe place.  If there is no secure area to leave the goods and you cannot be contacted on the day of delivery you may incur a re-delivery charge.

With permission from the customer and at the driver’s discretion, goods may be offloaded directly on to your premises providing there is a suitable hardstanding area available such as a tarmac driveway. However please note that any damages caused to the goods and/or any property is not the responsibility of Imperial Brick Tiles.

All goods must be thoroughly inspected on delivery and any issues must be reported immediately to Imperial Brick Tiles by telephone and in writing/by email. In the unlikely event that any goods are damaged on arrival, this must be indicated when signing for the delivery and photographs of any damage must be emailed to sales@imperialbricktiles.co.uk

We will always request that our pallet delivery companies call you approximately 1 hour prior to the delivery being made. It is the customer’s responsibility to ensure we have the correct telephone contact number.

We strongly recommend you do not arrange to have tradesmen or contractors on site until after goods have been delivered and thoroughly inspected, Imperial Brick Tiles cannot be held liable for any costs.

 

Courier Deliveries

Smaller and less bulky items (i.e. samples) may be dispatched via a contracted nationwide courier service.

All courier deliveries will be made between 8am to 5pm weekdays, excluding public holidays.

On occasions where a recipient is not available to receive and sign for a delivery, a card will be left.

Following this, another two delivery attempts will be made unless the courier is instructed otherwise by the recipient.

After a third unsuccessful delivery attempt is made your order will be returned to ourselves and you may incur a restocking charge. Should you require the item to be dispatched again a re-delivery charge will be applicable.

It is always advisable to supply your telephone contact number as the courier may attempt to contact you in the event of a failed delivery.

Please contact us if you have any queries regarding deliveries.

 

Returns

We are confident that you will be happy with our products and service.

Returns are only accepted within a maximum of 30 days of the date of purchase. To be eligible for a return, your item must be unused and in the same condition that you received it. We cannot accept returns on perishable products such as opened lime mortar.

It is the responsibility of the customer to ensure the goods are suitably packed and arrange transport back to our premises at their cost. All returned goods must arrive in a saleable condition and will be inspected upon receipt. Following positive inspection, a refund will be issued for the total sale price of the goods less delivery cost and a restocking fee of 20%.

Please note we do not accept returns for excess stock.

Allowances should be made for 10% wastage on all feature wall products.

In the unlikely event that goods are damaged on arrival, you must notify us immediately by phone and in writing/by email and provide photographic evidence. The goods can only be returned if you have signed for them as ‘damaged’. We will either arrange the transportation of goods back to our premises, supply replacements or issue a refund for damaged goods at our discretion. Should we arrange a collection for any damaged goods, you must ensure they are suitably packed for transport.

Imperial Brick Tiles does not accept responsibility for any consequential costs or losses incurred to the customer as a result of any delivery delays. It is advisable that the customer is in receipt of goods and inspection has taken place prior to any contractors or work being scheduled.

If you are unsure about the suitability of a product for your requirements, we always recommend that a sample is ordered for verification or speak to a member of our team for advice.