SHOWROOM OPENING TIMES: MON - FRI 9 am - 5:30 pm / SATURDAY - CLOSED / SUNDAY 10 am - 4 pm

 
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Total Look Tiles
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Returns, Cancelations And Deliveries

Our aim is to provide excellent customer satisfaction; therefore we have set out our terms below to help on those rare occasions when things don’t quite go to plan.  If you have any questions regarding the terms of the Refund & cancellation Policy, we’re happy to discuss matters via email on info@totallooktiles.co.uk . You can also give us a call on 01923729966

The terms and conditions noted below explain our policy on refunds and cancellations.  

What happens if I want to cancel my order or to return the items? 

To create the best experience, we begin preparing your order as soon as your order is confirmed. Therefore, cancellations are only possible when the goods are still with us and did not sent out yet.

We accept returns of ceramic and porcelain tiles, subject to a 25% handling charge within 14 days from the point of sale. We will only accept full boxes and they must be subject to shades of returned goods being the same as current stocks in the warehouse.

No cancellations will be accepted once a special order is placed.

All items must be received by us in all its original packaging and in the Exact same perfect Condition as it was sent out. 

Please make sure to send it back on a pallet service as it was sent to you and please use an insured and reliable courier.

As soon as we receive the items back at our warehouse we will get in touch with you to organize the full refund once the goods inspected.

What happens if something is missing?

If you have received your order and something is missing, we sincerely apologise and will prioritise the correction immediately. Where possible we offer immediate replacements or alternatively, you can request a refund or cancellation for the missing items when 

We are notified within 3 days of delivery.

What if i received items that are different from my order?

To ensure that we can rectify the matter, please contact us within 3 days of receiving your order.

What happens if my order arrives damaged?

We sincerely apologise if your item has been received in a damaged or faulty condition.  We like to resolve matters quickly, as we know how disheartening this can be. To help us resolve the matter, we ask that you check all items on receipt and contact us within 3 daysvia email or by phone stating the issue along with relevant images.  Our Returns Policy for faulty items upholds your statutory rights.

What happens if my order is delayed or lost in transit?

We take every care to ensure that your order is shipped and received as per your request.  We also take great care to ensure that our delivery provider meets our high level of expectations. However, on very rare occasions items can be delayed or lost in transit.  We understand that this can be frustrating, therefore when your item is delayed due to an issue that we are experiencing, we aim to contact you within 10 days.If you are concerned about the status of your order, please contact us via email on info@totallooktiles.co.uk  You can also give us a call on 01923729966

 

Delivery Policy

You must make all arrangements necessary to take delivery of products when the courier deliver them.

If you do not accept delivery of the products or we are unable to deliver or are delayed in delivering products because of your actions or omissions, then we may charge you and you will be liable to pay us for all costs we incur. Once our transport company has collected your goods from our warehouse if you wish to cancel your order, you would be liable for transportation return charges.

Costs & Timings:

  • Some of our products are ordered specially for you so these items take longer - the timings depend on the supplier.
  • Please note delivery to postcodes starting BT, DUBLIN, GY, HS, IM, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV55, IV56, JE, KW, PA, PH9, PH15, PH16, PH17, PH18, PH19, PH20, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PH42, PH43, PH44, PH49, PH50, TR21, TR25, ZE, KA27 will incur a higher delivery cost which is based on your exact location and the goods you are ordering. Please call Online Support on 01923 729966.

What are my statutory rights? 

Our Cancellation and Returns Policy does not affect your statutory rights. For more information on your UK statutory rights, please visit direct.gov.uk or contact the Government funded consumer advice service Consumer Direct on 08454 040 506.