Delivery and Returns

DELIVERY AND RETURNS

At Costiles, we want your tiles to reach you in perfect condition and with as little fuss as possible. Here's everything you need to know about how we get your order to you and what to do in the rare event something isn't quite right.


Delivery Methods

How your order is sent depends on its size:

  • Small orders (less than 4m² of small-format tiles) are sent via parcel carrier and delivered to your door.
  • Larger orders are delivered on a curtain-sided lorry with a tail lift, kerbside only.

In both cases, please note that our drivers are unable to assist with moving goods into your property. We'd recommend having someone on hand to help you take delivery, particularly for pallet orders.


Delivery Times

Deliveries take place any time between 9:00am and 5:00pm. Unfortunately, our carriers are unable to provide specific ETAs, so we'd ask that someone be available to receive the order throughout the day.


Access for Pallet Deliveries

Our delivery lorries are large vehicles, so please let us know at the time of ordering if any of the following apply to your address:

  • Low-hanging trees or low bridges on the approach
  • Narrow roads, gateways or parked cars restricting access
  • No suitable turning point for the delivery vehicle
  • Unfinished tracks or unmade roads
  • Gravel driveways, or no flat, solid surface on which to unload

If access issues aren't flagged in advance, or if no one is available to receive the delivery, a re-delivery charge may apply.


Checking Your Order

Please check your goods as soon as they arrive. Once the order has been unloaded, responsibility for the goods passes to you as the receiver, so it's worth taking a few minutes to look everything over straight away.

If anything isn't right, get in touch with us within three working days of delivery and we'll do our best to put it right as quickly as we can.


Changed Your Mind or Over-Ordered?

It happens, sometimes plans change, or you've ordered a little more than you needed to be safe.

We're happy to accept returns provided:

  • The goods are returned to us in a reasonable, resaleable condition
  • The return is made within 30 days of delivery or collection
  • We still hold the same batch in our warehouse

A 15% restocking fee applies to returns where you've changed your mind or over-ordered. If you're unsure whether your return qualifies, just give us a call on 0191 2708815 before sending anything back and we'll talk it through.