If you have a query about deliveries, and you'd like to speak to someone either before or after your purchase, please phone 0131 313 3577 and select option 5 for online orders & deliveries.  We will be delighted to help you.

Alternatively, you can complete the enquiry form below and someone will respond to you shortly.

Our office hours are 8am to 5pm Monday to Friday.

Your goods will be delivered between 3 and 5 working days from the date of order.  The order will generally be packed and dispatched withing 1-2 working days.  Our warehouse works five days a week, and does not dispatch orders over the weekends.  Delivery can be between 1 and 3 days depending on the carrier type, and your location.  

Collinson Ceramics is a people first company, which means that we can deliver any of our products to any location.  However, not all of these options are available via the website, particularly where your location means that we may wish to discuss with you alternative delivery options.

Our online store can process orders for delivery in mainland England, Wales and Scotland.  

For orders requiring delivery to the Highlands and Islands, offshore islands, Northern Ireland, and outside of the UK, please phone our customer services team where we can investigate other delivery options for you and confirm prices before you place your order.

Rules for Delivering Your Pallet - Information Video

Because tiles are large, heavy and breakable, most orders are not suitable for a parcel hub type delivery.  A pallet can transport an order of tiles weighing up to 1 tonne, and are generally 1.2m long. But they are also the most suitable method of transporting smaller weights because of the additional care, handling and equipment used.investigate other delivery options for you and confirm prices before you place your order.

Pallets are delivered on large commercial trucks, rather than vans.  They will have a tail-lift so that the pallets can be lowered to the ground and unloaded.  This means that the trucks need space - space to park, on the right side of the road, space to lower the tail-lift and maneuver the pallet lift, and finally space on flat hard ground to leave the goods.  If your property does not meet the requirements above then please talk to your tiler who should be able to take the delivery instead.investigate other delivery options for you and confirm prices before you place your order.

Pallets are delivered on a kerbside basis - this means that the driver will unload them from the truck to the kerb infront of your property.  They are not able to unload the goods off the pallet or take the pallet into the property or garage etc.

Pallet deliveries are usually between 8am and 6pm. 

If your delivery is via a pallet carrier you will receive a notification of the date of delivery, and normally an am/pm slot.  If this date is not convenient please contact our customer service team as soon as possible so that this can be rearranged (please note that we are not able to rearrange this on the day of delivery).

If your delivery is via our own Collinsons trucks, then we will phone you to confirm the date of delivery, unfortunately we are not able to advise of an anticipated time.

Although most tiles are waterproof we do recommend that you unload your pallet and move the tiles inside or under cover where they are secure, dry and frost-proof.  Each box of tiles will weigh no more than 30kg, we recommend that you move only one box of tiles at a time and that you wear safety gloves so that the boxes or tiles do not slip.

Although most tiles are waterproof we do recommend that you unload your pallet and move the tiles inside or under cover where they are secure, dry and frost-proof.  Each box of tiles will weigh no more than 30kg, we recommend that you move only one box of tiles at a time and that you wear safety gloves so that the boxes or tiles do not slip.

If you order slabs then the weights and packing of these items are different from the above, they may come in a crate, an A-frame or an L-frame.  And it is likely that these products will be delivered in a lorry with a hiab (a lorry mounted crane)  These items can be particulary heavy and awkward to transport, so we recommend that you talk to your tiler to ensure that your delivery aligns with their start dates, and that they have the appropriate equipment to move the slabs safely.  We recommend that you ensure that your tiler is experienced in handling  slabs before you purchase.

If the driver is unable to deliver, for any of the location reasons identified above, or if you are not available at the time, then a re-delivery will be required, and this will be charged for up to an amount of £100.

We recommend that you check your order as soon as it is delivered, checking to ensure that you have the correct quantities, and that there has been no damage during delivery.  If you have an shortages or damages it is important that you let us know as soon as possible - even if you have a few weeks before you plan on installing the tiles.

Most of the tiles we sell are small batch products.  Each of your boxes of tiles will have a batch number on it, the batch number means that the tiles were made at the same time, so colour, texture and other variations will match between the batch.  When we dispatch your order we take care to ensure that the tiles are from the same or associated batches.  If you notifiy us a few weeks later that you need replacements, we may not be able to match the batches, meaning that you run a higher risk of the tiles have a slight colour, texture or other variation.

Yes, you can cancel your online order up to 14 days after your order is delivered.  Your goods should be unopened, and in the original packaging.  Shipping for returns is payable by the customer.  Please contact our customer services team and we will arrange an uplift of the goods, or your can return the goods to our warehouse as outlined below.

Yes, you can return any unwanted items provided that;

• Returns must be notified in advance to our customer services team who will give you a reference number to be attached to your return.
• The cost of return shipping is at your expense
• Returns must be made to our warehouse, they cannot be sent or dropped off at our showrooms
• The shipper you use must be secure, tracked, appropriate and we would recommend insured.  Goods should be returned by the same method that was used originally to deliver them to you

Our customer services team can arrange a collection from you, the cost for this is our standard pallet charge which is £50, and this amount will be deducted from your refund.

Please refer to our Refund Policy if you require further information.

Refunds will be made within 5 working days of receipt of your returned goods.  Refunds will be made by the same method that payment was originally made by, and can only be made to the person who originally paid.  Please ensure that you keep all paperwork associated with your purchase and shipping return until the refund is fully processed.

We do not charge a re-stocking or an admin fee.

If you have ordered samples these will be sent by small parcel service, normally DPD.  You will receive notifications and tracking via DPD, we recommend that you instal the DPD app to track your delivery.

If you order small amounts of grout, sealant, tools, or other ancillary items, then your order will likely be sent via parcel carrier.  If your order is for larger or heavier quantities, then your order will most likely be sent by pallet carrier.  We look at the weight of your order and will ship it on the most efficient service for you.