Delivery Information

Terms & Conditions for Tile Deliveries & Collections

Customer Collections

Rocca Tiles’ dispatch warehouse is open for collections from 9.00am to 5.30pm, Monday to Friday and from 9.00am to 1.00pm on Saturday.  When goods are collected from Rocca Tiles’ dispatch warehouse they become the responsibility of the designated carrier. We cannot be held responsible for any delays that the carrier experiences.  All goods must be collected by the Customer within 14 days of purchase. After such time, a storage charge will be incurred by the Customer. All goods collected from the Company’s premises must be examined and signed for by the Customer (or their delivery agent) prior to dispatch. No claim for damaged materials or shortages will be entertained thereafter.

Deliveries

Goods will not be dispatched for delivery without first receiving full payment.

Pallet deliveries of tiles will be made with large goods vehicles using tail lifts to the nearest kerbside. Our pallet couriers are unable to bring these items inside the property or move any items to the desired floor of the house due to insurance purposes. It is at the customer’s liability, and driver’s discretion, if delivery is accepted onto any part of the customer’s property.

Deliveries will be made between 8am and 6pm, Monday to Friday.

Can the vehicle deliver to you?

Pallets will be handled using a manual pump truck which requires a flat and smooth surface. The rigid lorries delivering pallets will be large, so you must ensure sufficient space and access is available, notably:

  • Sufficient access width for a heavy goods vehicle
  • Suitable surface for a heavy goods vehicle to park and unload
  • No low bridges or low overhanging trees
  • Ability for the vehicle to turn and manoeuvre (if a cul-de-sac)

If your access is limited it may be possible to arrange alternative delivery methods, however this must be done in advance of the goods being sent out. Please call us to discuss alternative delivery options.

For standard pallet deliveries, the responsibility of disposing of delivery packaging materials, such as pallets, lies with the customer, though we do have additional delivery upgrades where pallets can be disposed of as part of the delivery service.

Checking Your Goods

The most important thing you can do is to check your goods!  All goods are checked twice in our warehouse prior to dispatch.  Make sure you have received the correct goods and are happy with the colour, shading, sizing etc.  This must be done before the goods are installed.  Tiles cannot be exchanged or returned once fixing has occurred and no claim for damaged materials or shortages will be entertained thereafter.

Let us know of any problems as soon as possible.  It is extremely important that you indicate the damages on the delivery note when you sign for the goods.  You must notify Rocca Tiles on 091-756372 if there are any damages or irregularities to your order within 24 hours of delivery, or it will be assumed that these issues have occurred after delivery was made.

After you have notified us of the damages, replacement goods will be sent out as soon as possible.

The majority of goods reach the destination undamaged; however, damages during transit do occur. Please ensure that you’ve allowed extra time for your order to arrive in the case that damages occur.  Rocca Tiles cannot be held responsible for extra costs incurred by the goods being delayed.

Batching, Shading & Bowing

 All our tiles undergo stringent quality control checks, however the shade of tiles will vary between different manufacturing batches.  You need to check that the shade matches your requirements and is continuous throughout your order.  The batch may be different from the sample tile you have received.  Some tile ranges are designed to have contrasting shades, check that these variations match your requirements.  Deeper, darker reactive glazes can be prone to crazing.

European standards permit tiles to be slightly bowed.  For square and smaller size formats this is rarely noticeable, however it can be more apparent in larger rectangular, planks and handmade tiles. Planks and rectangular tiles are often laid to a brick bond pattern with a narrow joint.  If there is any bowing this will result in potential lipping problems, however any lipping can be avoided by using a different laying pattern and/or wider joints.  Always check the tiles for any bowing and dry lay to ensure lipping will not occur. Using a stack bond or 1/3 bond on rectangular/planks will normally eradicate any lipping issue.