Delivery and returns

Tiles are heavy, so they travel on a pallet. Here is exactly what happens between your payment and your doorstep, and what to do if something is wrong.

Delivery

Orders from stock leave our warehouse in England within 3 to 5 working days of cleared payment. Whole-container orders placed direct with the factory take 6 to 8 weeks and we confirm the date in writing before you pay.

Delivery is by pallet courier to the kerbside at your address. The driver uses a pallet truck and needs a flat, hard surface; they cannot carry tiles indoors, up steps or across gravel. If access is difficult, tell us when you order and we will arrange a tail-lift vehicle or a smaller pallet.

The delivery charge is quoted by postcode with every quote. Most postcodes in England are one flat pallet rate; Wales and Northern Ireland are quoted individually. You may also collect from the warehouse by appointment at no charge.

Someone over 18 must be present to sign for the delivery. Please check the pallet before signing and write "damaged" on the note if any boxes are broken.

Damaged or missing tiles

Tell us within 48 hours of delivery by email to info@masterbuildmason.com with photos of the damaged boxes and tiles. We replace damaged tiles free of charge from the same batch, or refund them if the batch has sold out. Damage reported after 48 hours, or after tiles have been fixed, cannot be claimed.

Check shade and calibre codes on the boxes before fixing. Once a tile has been fixed it is deemed accepted.

Returns and cancellation

If you are a consumer, you have the right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days of the day you receive it, without giving a reason. To cancel, email us with your order number. You then have 14 days to return the goods.

Returned tiles must be in unopened, undamaged, original boxes on a pallet; you are responsible for the cost and the safe return of the goods, and we recommend an insured pallet service. We refund the price of the tiles within 14 days of receiving them back. The original delivery charge is refunded only if the whole order is cancelled. Opened or part-used boxes, cut tiles, and samples cannot be returned.

Tiles ordered specially from the factory (whole containers, non-stock colours, project runs reserved in one batch) are made to your order and are not returnable once production has started, other than for faults.

Faulty goods: nothing here affects your rights under the Consumer Rights Act 2015. If the tiles are not as described or not of satisfactory quality, contact us and we will repair, replace or refund as the law requires.

Trade customers

Orders placed on a trade account are business-to-business sales. The 14-day cancellation right does not apply; returns are at our discretion and subject to a 20% restocking charge plus carriage.

Last updated 10 September 2026.