Delivery

Porcelain Edit is an online-only tile store, with orders delivered directly to you.

We recommend ordering your tiles before booking your fitter, and ideally waiting until your order has arrived before confirming installation dates.

Tile Deliveries

All tile orders are delivered on a pallet by a third-party courier. Delivery cost is calculated based on the weight of your order.

Before your order leaves us, it goes through a strict quality-control check.

Once dispatched:

• The courier will contact you to arrange a convenient delivery day.
• You should then receive confirmation of your delivery date.
• A 2-hour delivery window will be sent the day before and again on the day of delivery.
• You should also receive a call approximately one hour before arrival.

We do everything we can to make sure orders arrive on time, although delays can occasionally happen when using a third-party courier.

Kerbside delivery

As with most pallet deliveries, tile orders are delivered kerbside only. This means the driver will unload your order as close to your property as they can safely access, rather than carrying the tiles to your door or inside your home.

How it works

• Your pallet is lowered to ground level using a tail-lift and manual pallet truck.
• Drivers cannot carry tiles into your property or move them through your home, garden or upstairs.
• You’ll need to move the tiles from the delivery point and arrange disposal of the pallet and packaging.
• The unloading area needs to be firm, flat and accessible so the pallet can be moved safely.

Before your delivery

• Make sure the delivery area is clear of parked vehicles and other obstructions.
• Please let us know beforehand about narrow roads, steep slopes, roadworks or anything else that could affect access.
• Tile boxes are heavy, so we recommend having someone available to help you move them into your property once they have been delivered.

Damages

We operate to very high standards and all orders leave our warehouse in perfect condition. Occasionally, however, damage can happen in transit.

If you spot or suspect any damage, please let us know as soon as you can. Where possible, we recommend reporting it within 24 hours of delivery so we can resolve things quickly.

When you report the issue, please:

• Sign DAMAGED on the delivery note if the damage is visible at the time of delivery.
• Take photographs of any damaged tiles.
• Report the issue through our live chat service.

Where possible, we recommend keeping damaged tiles for cuts during installation to help reduce waste.

Once the damage has been reported and your request has been received and approved, we can arrange free replacements or credit you for the cost of the damaged tiles.

We’ll need the relevant details and photographs before we can arrange a replacement or credit.

Access Issues

Please let us know in advance about anything that could make delivery difficult, including:

• Narrow lanes
• Roadworks
• Road closures
• Other local access restrictions

This allows us to make alternative arrangements and help avoid delays.

An additional charge may apply if a smaller vehicle or redelivery is required. If that is the case, we’ll discuss it with you first.

Cancelling Your Order

If you need to cancel your order, please contact us through live chat.

Cancellation requests must be made within 2 hours of placing your order.

Changing Your Order

If you need to amend your order, please contact us through live chat.

You must request changes within 2 hours of placing your order. After this point, redelivery charges may apply.

Late Deliveries

Very occasionally, deliveries can be delayed by circumstances outside our control, such as traffic or weather conditions.

If this happens, we’ll do our best to keep you informed.

We cannot be held liable for costs resulting from a delayed delivery, so we strongly recommend waiting until your order has arrived before booking tradespeople.