Shipping & Returns
Shipping Policy
Warehouse collection:
Enjoy the convenience of picking up your order directly from our store in Wheatley! Simply call us beforehand to let us know you're coming and ensure your items are prepped and ready to go. We'll schedule a pick-up time that works for you. (Free for all orders)
Free Delivery in Oxford:
Skip the trip and have your order delivered straight to your kerbside, completely free of charge! This offer applies to all addresses within the Oxford area.
Shipping Beyond Oxford:
For locations outside Oxford, we keep our shipping rates clear and competitive. You'll always know exactly what to expect at checkout, with no hidden fees.
Simple & Transparent Shipping:
We believe in making things easy. Our shipping policy is straightforward and easy to understand. Your satisfaction is our top priority, so we aim to keep you informed every step of the way.
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Delivery and Delays:​
Delivery times are our best estimates and can change due to various factors. We cannot guarantee specific delivery dates or times, and we are not liable for any losses caused by delays.
We have multiple warehouses across the UK, which means that deliveries may arrive on different days or at different times. Additionally, unforeseen circumstances such as traffic, weather, or haulier issues can sometimes cause delays.
If a delivery is delayed due to unforeseen circumstances, this does not constitute a breach of contract between the buyer and seller. There is no entitlement to damages or compensation for delayed deliveries.
The customer or a designated representative must be available at the delivery address to receive the tiles. Deliveries can arrive in a van or an 18-tonne lorry equipped with a tail lift.
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Return & Exchange Policy (Tile Shop)
Easy Returns (with some exceptions):
We want you to be happy with your purchase! You can return most items within 14 days of delivery, as long as they are unopened, undamaged, and in their original packaging (including straps, protective film, and bags). However, there are a few exceptions:
Partial Returns:
We only accept returns for up to 20% of the original invoice value. If you want to return more than that, a 20% restocking fee will apply.
Non-Returnable Items:
Cement-based and liquid products (like adhesives and grout) cannot be returned due to their nature.
Slight Variations:
Please note that slight differences in color, design, or shade are inherent in porcelain tiles, and each batch can vary. We cannot accept returns for these variations.
Time-Sensitive Claims:
It's important to notify us within 48 hours of delivery if you have any claims of shortage, incorrect tiles, or damage to goods during transit. You can reach us by email or phone. Please note that risk in respect of the goods passes to the buyer from the moment of delivery. Unfortunately, we cannot accept complaints once the tiles have been laid.
Special Orders:
Special order tiles or products are strictly non-returnable and cannot be cancelled or amended once confirmed and deposit paid. Delivery times are subject to change.
Additionally, flooring products, mosaics, and special-order products cannot be returned.
Return Shipping:
Please note that you will be responsible for the cost of returning any items to our warehouse.
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Refunds:
Refunds will be processed within 10 business days of receiving returned goods in original condition. Original shipping costs are not refundable.
Refunds are paid via Bank Transfer, we do not do Credit/debit card refunds.
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Return & Exchange Policy (Bathroom Store)
Damage Returns​
Baths and shower enclosures/glass should be inspected at point of delivery and should be returned in the same delivery vehicle. Damages reported at a later date on these products will not be considered for collection or credit, except in extreme circumstances.
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Items that are reported as damaged, that are found to have been fitted will not be collected or credited.
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All other damages should be reported by contacting Oxford Tiles within 48 hours and a reference number retained for future use.
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Faulty Returns​
All items that have been reported as faulty will not be collected unless full details of the fault have been identified.
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Items collected, that have been reported as faulty, will be collected and evaluated by the manufacturer.
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Items collected that have been reported as faulty, will not have a credit issued until the manufacturer has evaluated the fault, and deemed that it is suitable for credit.
Items in an unhygienic condition to collect will require a photograph to be taken which will be sent to the manufacturer to be evaluated for credit.
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If a pump or electric shower has been fitted please contact the manufacturer’s helpline before attempting to remove the item. Removal of the item without following this procedure may result in no credit being given.
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Fitted items that are found to be faulty, in the first instance you must contact our Customer Services Department, please do not attempt to remove the item before advised to do so, a case file will be raised and sent to the manufacturer for evaluation for credit.
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Shortages​
All shortages must be reported within 24 hours of delivery to be considered for credit, then using CCTV technology in our warehouse and on our vehicles we will investigate before any credit will be issued.
Not Required Items​
Items that are reported as not required can be collected for credit providing:
Items are in the original packaging and are in 100% resalable condition. Please note products will not be collected for credit if the packaging has been defaced in any way.
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Items returned within 5 working days, will automatically incur a 15% restocking fees.
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Items returned after 6-10 working days, will automatically incur a 25% restocking charge.
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Items returned after 11-14 working days will automatically incur a 35% restocking charge.
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Items can’t be returned after 14 days.
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Special order items will not be considered for collection or credit.
All collection requests are to be made via our customer services department on 07487 419970 and by registering your request by emailing sales@oxfordtiles.com
A few of our manufacturers will not consider faulty items for credit unless a photograph has been taken of the faulty item in situ showing the nature of the fault.
We respectfully request our customers to check the coding on the box against the item that has been ordered before opening or damaging the packaging, as it may not be possible to collect and credit once the item has been opened. Items delivered incorrectly need to be reported within 24 hours to be considered for collection and credit.
Please be aware that our drivers have the right to refuse to collect anything that does not meet the criteria set out above, anything that they do not have paperwork for, or that they feel is an unsanitary condition to handle.
Liability​
The company makes every effort to ensure that deliveries are scheduled on time. However, we will not accept any liability for loss, injury, damage or expenses resulting from any delay in delivery.
Please ensure that all required products have been delivered in perfect condition, before arranging installation.
Health & Safety​
If a customer wishes to return a faulty item which has been used, we must insist they do so in a hygienic way; all used items need to be covered and packed to avoid the spread of germs. It should be noted that our drivers have the right to refuse to collect goods not fully and hygienically packaged.
Every effort has been made to ensure the accuracy of all information. We must however reserve the right to amend details without notice.