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

 
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Terms and Conditions

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? 

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.

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 when 

We are notified within 14 days of delivery.

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.

 

We are sorry if you have received items that are different from your order. To ensure that we can rectify the matter, please contact us within 14 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 7 days via 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

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. 

How do I return an Item?

Where your return meets the requirements set out in the returns and cancellations policy, please return your item by insured and reliable courier.

 

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.

 

 

COVID-19 Update

In response to COVID-19, our delivery providers are taking precautions to protect the health and wellbeing of their drivers and our customers.  Please be assured that your safety is our priority and we are following the advice and guidance from the UK government. At present both our delivery providers and us are operating a contact free delivery service.  You can find full details on our delivery providers guidelines and measures upon visiting their website, emails will be provided upon dispatch to confirm delivery information.

We hope that you stay safe and well during this unprecedented time.