Delivery details
Please note: Acceptance by us of a payment made by you in connection with any products does not constitute our acceptance of your order. A legally binding contract is not formed until you receive our order confirmation email and we will not be obliged to supply products to you until then.
Also please note the warehouse team will use their experience and discretion when packing and delivering items. Not every item can be delivered on a weight only basis and the warehouse delivery team will alert you to any changes where possible. Some products are excluded from soft/light package deliveries and may require to be shipped at pallet rates.
Most tiles and timber flooring will need to be delivered on a pallet, even if they’re a low weight. Pallets help keep your tiles and timber flooring safe.
Our delivery partners will drop your products as close to your door as is physically possible and safe. But, they will not carry your products inside the door. The nature of our products involves some quite heavy items and boxes please ensure you have assistance to bring the goods indoors.
If you require your products to be brought inside, please contact us directly well in advance of your delivery date and we will do our best to schedule a special delivery. Please note extra charges and time restraints apply and the delivery teams safety is paramount. Please treat the delivery team fairly. Tailored special deliveries are best organised well in advance, it keeps costs to a minimum and hopefully allows for wriggle room should any unexpected delays arise.
TIME FRAMES
If your product is in stock, we aim to deliver it within 3 to 5 working days. If you need it faster contact us and we will do our best for you.
If your product is not in stock, we’ll order more. But, this will increase the lead time for your delivery.
Restock guide lead time estimates are included on the item’s product page. Our products are physical, heavy and come from every corner of the world. Weather, material availability and sheer distance can all have an impact on lead times.
REQUIREMENTS
Our delivery partners will deliver your products, but they need your help! Please ensure there is a dedicated, safe, level place to drop your products. Please alert us if there are any access issues with your site. Remember your delivery could arrive by articulated truck so if it doesn't fit down your road alternative methods may be required and there may be a charge involved. If we are not advised and a second delivery is required then additional delivery charges will accrue
Access Restrictions: Please inform us of any property access restrictions to ensure suitable delivery arrangements can be made. This includes but is not limited to narrow or weight-restricted roads, low-hanging trees, properties situated on steep inclines or with steps, which may pose a challenge for standard delivery methods due to health and safety precautions.
Kerbside Delivery: Delivery is strictly kerbside, to the nearest accessible location in case of obstructions or hazards like steps or uneven paths, gravel, grass and sand are usually not suitable surfaces for the delivery of pallets.
Delivery Contingency Plan: In the unlikely event that we are unable to deliver to your chosen address due to access or vehicle restrictions, we will make every effort to contact you at the earliest opportunity. Our team will discuss suitable alternative delivery options with you, ensuring minimal disruption and inconvenience.
Tailored Delivery Solutions: Our courier does not offer an assisted delivery service as standard. However, we are happy to look into an alternative premium service tailored to your specific needs upon request, a minimum charge of €195 plus your standard fee will apply.
You will need to be at the delivery location to complete the drop off. If you can’t be onsite, please arrange for an adult to receive and sign for the delivery. It is important to check and sign your delivery docket on receipt. Dockets marked unchecked cannot be accepted. Your courier has been allocated sufficient time for you to check your delivery for any damages that may occur. Do not feel rushed into signing for material you have not checked.
Damage Inspection: Upon delivery, inspect for damage. If there is damage present, sign your delivery docket as 'damaged' and photograph before unloading.
Damage Reporting: Report damages within 24 hours. We can accept only one damage claim per order.
Installation and Returns: Please review your order thoroughly before installation. We cannot accept returns or claims once installation has commenced.
Order Amendments: Orders cannot be changed after dispatch. Ensure accuracy in delivery details and items before dispatch.
Cancellation and Missed Delivery Fees: A €60 fee per pallet applies for cancellations after dispatch or for refused or missed deliveries.
MISSING ITEMS
For parcel deliveries you will automatically be allocated the earliest delivery date possible when placing your order. For small deliveries including accessories, adhesives, grout, silicones and seals we aim to despatch within 48 hours.
For all other deliveries you will be given the option to select a delivery date when placing your order. You can do this by leaving a note on your order, or we can call you to discuss delivery times & dates. If in doubt, please let us know. Routes are often scheduled weeks in advance so please bear this in mind when speaking with the warehouse delivery team.
We will try our best to meet the delivery date, however there may be times where we are unable to do this and your confirmed delivery date will be different. We would advise you not to make any plans to accept your delivery, for example booking time off from work, until we have confirmed the date with you. If you will not be available, please request a different delivery date as soon as possible and no later than 48 hours before the planned delivery date by speaking to Delforno Tiles and Timber Customer Care: contact us
DAMAGED ITEMS
Please inspect your delivery upon arrival for damage. If you notice damage to your products, inform the delivery driver, sign your delivery docket as 'damaged' and photograph before unloading.
Damage Reporting: Report damages within 48 hours. We accept only one damage claim per order
If you notice damage after the driver has left, inform the Delforno Tiles & Timber team within 48 hours. We’ll inspect the items and arrange for a replacement.
Don’t dispose of damaged items before we’ve had a chance to inspect them! Doing so will affect our ability to replace them.
Delivery charges
Below is a rough estimate of our delivery charges. Charges apply to delivery in the Republic of Ireland only. Please contact us for delivery outside the ROI. Even within ROI some areas are more expensive to deliver to or have a slower service, when in doubt let us check it out.
| DELIVERY TYPE | PRICE |
| Parcels up to 30 kg | €17.50 |
| 1 pallet (up to 45m/sq) | €60 |
| White glove delivery service | from €246 |
|
Wood flooring double pallet Some wood flooring requires double pallets to ensure it’s delivered safely. These materials incur an extra delivery charge. |
€100 |
Returns and cancellations
We hope you love your tile and timber flooring products! But if you’ve changed your mind about your purchase, email info@delforno.ie immediately so we can start processing your return.
RESALABLE GOODS
- Returns of your full order must be made within 14 days of purchase
- We do not accept returns of leftover materials.
- Orders cannot be accepted for return at our showrooms and must be coordinated with our warehouse team for the safety of our staff.
- Goods must be in original, unopened packaging
- Goods must be in resalable condition
- Packaging must not be damaged or marked and it is the responsibility of the customer to ensure the safe transport of the material to our warehouse.
- Adhesives, Grouts, Primers and general fitting materials are not returnable.
IF THE GOODS AREN’T RESALABLE
- We cannot accept returns of unsalable items
- You’ll need to collect unsalable goods within 7 days
- If you haven’t collected your goods within 7 days, we’ll dispose of them
RECEIVING A REFUND
- You must arrange and pay for the cost of returning the refunded goods to our warehouse
- Refunds are contingent on inspection by our warehouse staff
CANCELLING SPECIAL ORDERS
- We cannot cancel special orders after the online purchase has been processed
- Bespoke or custom orders are not available for returns or exchanges