1. Delivery Details 

1.1. Delivery Process: 

  • Your tiles will be securely shrink-wrapped on a pallet and delivered to the ground level edge of your property (curbside). 
  • Please note that for insurance reasons, the driver is unable to assist with moving the tiles into your property. 
  • Orders under 20kg will be delivered via a parcel courier. 

1.2. Tile Samples: 

  • When ordering tile samples, you will receive a small cut sample, approximately 300mm x 600mm, 600mm x 600mm, or 600mm x 1200mm. 

2. Returns Policy 

2.1. General Return Conditions: 

  • Items must be returned in a re-saleable condition, in their original packaging, and the product must still be available for sale on our website. 
  • The customer is responsible for arranging the return of goods to our distribution centre within 30 days of the delivery date. 
  • Refunds will be processed within 3-5 working days after we receive the re-saleable items. 

2.2. Restocking Fee: 

  • A restocking charge of 33% will be applied to returned goods. 

2.3. Condition of Goods: 

  • If the returned items are not in a re-saleable condition, Pollen Tiles UK reserves the right to adjust the refund amount based on the condition of the goods. 

2.4. Full Order Returns: 

  • If returning an entire order, both the original delivery and return costs will be deducted from your refund. 

3. Vehicle Size & Access 

3.1. Truck Specifications: 

  • 7.5 Tonne Truck 
  • 18 Tonne Truck 

3.2. Delivery Access Requirements: 

  • Access Width: The access point must be at least 2.8m wide. 
  • Obstacle-Free: The delivery path should be clear of obstacles, such as low-hanging branches. 
  • Level Surface: The delivery area should be flat, not on a steep incline. 
  • Hard Surface: Pallet trucks can only operate on hard, flat surfaces, not loose ground like grass or gravel. 
  • Turning Space: There should be ample space for the lorry to manoeuvre. 

3.3. Special Instructions: 

  • Please inform us if there are any parking or time restrictions at the delivery location. 

4. General Delivery Information 

4.1. Communication: 

  • You will receive a text message or email from our carrier on the day of delivery with a 2-3 hour delivery window. 
  • Any changes or delays will also be communicated via text. 

4.2. Delivery Acceptance: 

  • If you have concerns about the condition of the delivery, please sign for the goods as “UNCHECKED.” 
  • You must be available to accept delivery on the requested date. Failure to do so may result in a re-delivery charge. 

4.3. Delivery Restrictions: 

  • Due to insurance and health & safety regulations, we cannot transport goods into your property. 
  • We offer delivery services to most countries worldwide. Please email us with your requirements. 

4.4. Contact Information: 

  • For general online enquiries, quotations, or to report breakages, please contact: [insert email address]. 

Delivery Details 

Your tiles will be securely shrink-wrapped on a pallet and delivered to the ground level edge of your property (curbside). Please note that for insurance reasons, the driver is unable to assist with moving the tiles into your property. Orders under 20kg will be delivered via a parcel courier. 

When ordering tile samples, you will receive a small cut sample, approximately 10cm x 10cm or 15cm x 15cm. 

Returns Policy 

We hope you are satisfied with your purchase from Pollen Tiles UK. If you need to return any items, they must be returned in a re-saleable condition, in their original packaging, and the product must still be available for sale on our website. The customer is responsible for arranging the return of goods to our distribution centre within 30 days of the delivery date. Refunds will be processed within 3-5 working days after we receive the re-saleable items. 

Restocking Fee: A restocking charge of 33% will be applied to returned goods. 

Condition of Goods: If the returned items are not in a re-saleable condition, Pollen Tiles UK reserves the right to adjust the refund amount based on the condition of the goods. 

Full Order Returns: If returning an entire order, both the original delivery and return costs will be deducted from your refund. 

Vehicle Size & Access 

To ensure successful delivery, please ensure that your property can accommodate large delivery lorries: 

7.5 Tonne Truck 

18 Tonne Truck 

Consider the following: 

Access Width: The access point must be at least 2.8m wide. 

Obstacle-Free: The delivery path should be clear of obstacles, such as low-hanging branches. 

Level Surface: The delivery area should be flat, not on a steep incline. 

Hard Surface: Pallet trucks can only operate on hard, flat surfaces, not loose ground like grass or gravel. 

Turning Space: There should be ample space for the lorry to manoeuvre. 

Please inform us if there are any parking or time restrictions at the delivery location. 

General Delivery Information 

You will receive a text message or email from our carrier on the day of delivery with a 2-3 hour delivery window. Any changes or delays will also be communicated via text. 

If you have concerns about the condition of the delivery, please sign for the goods as “UNCHECKED.” 

You must be available to accept delivery on the requested date. Failure to do so may result in a re-delivery charge. 

Due to insurance and health & safety regulations, we cannot transport goods into your property. 

We offer delivery services to most countries worldwide. Please email us with your requirements. 

For general online enquiries, quotations, or to report breakages, please contact: [insert email address].