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How orders are delivered, how to collect from the showroom, and how returns and samples work.

Template text. Replace every section with your own policy before publishing, and have it checked by a qualified adviser. Last updated: add date.

[Describe the delivery methods you offer, for example kerbside pallet delivery for tiles and courier delivery for samples.]

[State whether delivery costs are calculated at checkout and what they depend on, such as weight, postcode or order size.]

[Give typical lead times for in-stock and made-to-order items. Avoid guarantees you can’t keep.]

[Explain how to collect an order from the showroom, opening hours for collection and what to bring.]

[Ask customers to check boxes before signing and explain how to report damaged or missing items, and by when.]

[Explain which items can be returned, for example unopened full boxes, the time limit, and any restocking or collection costs.]

[List items that cannot be returned, such as cut-to-size or special-order products.]

[Explain sample pricing, whether sample costs are refunded, and whether samples need to be returned.]

[Add the email address and phone number for delivery and returns questions.]