Please make sure that when delivery is made all products are checked and any breakages are stated clearly on the delivery note. This will ensure a speedy response from our customer services since all our deliveries are insured against breakages. In the event that you sign for the order that includes damaged products and does not clearly state the damage on the delivery note, we reserve the right to refuse any replacements or refunds. Please note that we request a written confirmation of any breakages within 48 hours of the delivery.

1. Check your delivery fully. If any damages have occurred, the state on your delivery note and sign it as “damaged”. If you have not signed the delivery note “damaged”, then we reserve the right to refuse any replacements.
2. Inform us at once that they are damaged. We may ask you to send us a written confirmation of breakages.
3. Take digital photos of the damaged items, this will help the claim from the insurance company so forward these images to us as soon as possible.

Delivery Company & Delivery Site

All deliveries are subcontracted to national pallet networks which involves central hubs, and independent local depots all over the country. Otto Tiles cannot guarantee delivery on a specified date and cannot be held responsible for late delivery or any subsequent delay or loss due to late delivery.

Therefore, it is important that we are informed, at the time of your order, of any restrictions that may cause any problems for the delivery lorry that is usually large. Thus, please try to ensure that any cars or other obstacles that may be present are removed before delivery.

You may be charged for redelivery if you have not told us of any possible restrictions. The other restrictions you must let us know about are parking restrictions & congestion charges, narrow lanes & roads, slopes, height restrictions & weak bridges.

We strongly advise that you do not book your tradesmen to install your product on the actual delivery date. Otto Tiles cannot be held responsible for late delivery and any costs that may occur due to tradesmen being on site.

Kerbside Delivery/Drop-off Point

The delivery driver cannot help with moving the products inside the delivery site. Your delivery is Kerbside and the load will be dropped at the nearest convenient point to the site, which could be the roadside. Order above 15 square meters needs to be upload by forklifts.

Costumers must be sure they have the right forklifts on the site. If they do not have one, Otto Tiles is not responsible for the forklift cause. Any delay occurs because of the forklift, Customer will be responsible for the warehouse charges. Anything you can do to help ensure the order can be dropped closer to your place would be appreciated.You (or somebody else on your behalf) must be there to receive the delivery, otherwise, your delivery will not be off-loaded and you will be charged extra for redelivery.Please make sure that when delivery has been made all products are checked and the delivery note is signed.We will not accept any discrepancies if the delivery note is signed UNCHECKED. If you have asked someone else to receive the delivery on your behalf, they must be thoroughly informed of these conditions.

Pallets & Crates

Normally, your order will arrive on pallets or in crates. These pallets and crates are part of your order. It is not the responsibility of Otto Tiles to remove these from the site unless otherwise agreed.

Despite our particular attention to detail and strict packaging standards, we encounter breakage in some deliveries. We recommend ordering at least 15% more tiles than your net area, considering the possible breakages in transportation and the extra tile needs that may occur during installation. Please bear in mind that we do not accept liability for any damage, delay, or reshipment fees incurred in orders you placed without considering these. All sample orders are limited to one per tile. If you exceed the limit, your extra sample orders might be canceled and refunded. Trade account holders, architects, designers, and other professionals who need more than one samples per tile can email us at info@ottotiles.co.uk to request more samples.

As with all of the samples and displays in our showrooms, any individual samples and displays are for guide purposes only and should not be taken as an exact representation of a subsequent order. Each kiln firing process creates a meaningful degree of colour variation in the product. Since they are handmade on demand and there is a time between sampling and purchase we can not guarantee that you will be able to purchase from the same kiln batch as the sample. This means the order colour may vary from that of the sample.