Frequently Asked Questions
Need help? Be sure to visit our support forums for answers to your questions!
Standard delivery will take 3-5 working days to reach you. However, once the order is received, we will contact you to arrange a suitable date and time for yourself. If required, next day delivery can always be arranged at the point of us speaking to you, subject to date and time of when the order is received.
Orders placed during the weekend will be processed the following Monday. You should expect your order to be delivered the following Tuesday.
In the case of Bank Holidays, your order will be processed the next working day and delivered the following working day.
Remote areas: For orders to some addresses, especially in the Highlands of Scotland and Offshore, next day delivery options are not available, and delivery can take several days. Saturday delivery is unavailable for these areas.
International deliveries can be discussed with the office directly on 0117 952 6126 between 7.00am – 5.00pm.
Direct shipped items, when indicated by us, will be delivered directly from our suppliers and can take between 2-5 days depending on the item ordered and the supplier. These deliveries are not available for Saturday delivery.
We will arrange that all customers receive a phone call 1 hour before agreed delivery in order to avoid customer not being in.
Depending on size and weight, we use Pallet Track, DPD and Royal Mail for our deliveries.
Our website does not offer the facility to track orders. However, at the point of us receiving the order (if the order is placed between 7.00am - 5.00pm, otherwise in the morning of the next trading day) one of our staff will make contact with you in order to arrange delivery of the goods that you have ordered. You will be given a Pallet Track or DPD tracking number in order to be able to track your delivery from this point onwards.
Pallet Track will call you 1 hour before delivery.
DPD deliveries can be tracked and you will receive updates via text.
Orders posted via Royal Mail are not tracked.
Your estimated delivery date will be given to you by our team once your order has been placed. We will also provide you with a Pallet Track, DPD tracking number so you can get up to date information on your parcel.
If the estimated delivery date has passed and you still haven’t received your order, please give us a call on 0117 952 6126 or send us an email via webenquiries@bristoltile.co.uk.
Deliveries are FREE for orders of £250 and over. For orders under £250 the delivery charge is £40.
Saturday deliveries will incur an extra charge, subject to postcode.
If you, or the intended recipient, are not available, each time an attempt is made, the parcel carrier will leave a card at the delivery address confirming that they have tried to deliver.
Follow the instructions on this card to rearrange delivery or to collect your products.
Your order can be delivered to any UK address and can be sent either to the billing address or an alternative address.
Please be aware your first order with Bristol Tile must be sent to the billing address for security reasons.
We want to ensure that your order is delivered quickly and safely so we have given careful consideration when we chose our curriers. Depending on size and weight, we use Pallet Track, DPD and Royal Mail for our deliveries.
Direct ship items will be delivered by our suppliers’ chosen carrier which may differ from our carrier. Delivery details will be confirmed to you by the supplier either by phone or email.
Browse online, or on a smartphone and add your chosen items to your basket. Don’t forget to check the branch opening hours (Mon-Fri 7.00am - 5.00pm) to ensure you have enough time to collect your order. Give us a call for free on 0117 952 6126 to place your order and we can check that the stock is available. Upon our confirmation, you can then collect your order from 10 minutes later.
Alternatively, proceed to the checkout instead of calling us and select the Click & Collect option and complete payment. Once your order has been confirmed, you can collect your goods from our branch just 10 minutes later.
If for any reason your items are not available for same day collection, we will ring you to let you know. Then you can collect the next working day after 3.00pm when you place a separate order before 8.00pm (Sunday 4.00pm).
Click/Call & Collect orders will not incur a charge.
Bristol Tile can offer you a trade account giving you up to 30 days interest free credit* on purchases from Bristol Tile Company. There’s no annual fee and you can monitor and manage your spend online.
Meaning you can get on with the job, keep your business spend under control and your cash flow healthy.
Click here for more information or to apply online.
*subject to credit rate check approval.
You can check stock availability for the product you are browsing by checking the stock status on the bottom of the product page, under the Data Sheet section.
We accept most forms of credit or debit cards, including Visa, Mastercard, Maestro and Delta. All cards are processed via secure server technology and are subject to validation and authorisation by both the card issuer and us. We do not save your payment details. This ensures that we maintain a safe and secure payment process. For orders placed via our main website you can also pay via Paypal. For orders placed via our branches you can also pay by cash. Please visit our Terms & Conditions of sale.
When you provide us with personal information such as your name, email address contact details or payment details we treat it with the utmost respect and maintain the highest level of security and privacy.
All forms which gather or display personal information on our site are protected by a mechanism called SSL. Firewalls are used to block unauthorised access to our servers which are themselves located in a secure location. Our stringent internal procedures ensure that your information is kept confidential within Bristol Tile Ltd. We do not rent or sell this information to other companies.
If you request information or place an order with us and if you prefer, you will be added to our mailing list and may receive information from us on an ongoing basis. If at any time you wish us to stop contacting you, simply call us on 0117 952 6126 or send us an email to: webenquiries@bristoltile.co.uk. Click for more details in our Privacy Policy.
We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
If your order has been sent in different parcels, then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
If an item is missing, please contact our team on 0117 952 6126 or webenquiries@bristoltile.co.uk with your order number and the missing item's name. We will resolve the issue for you as quickly as we can.
If one of the items you received isn't what you ordered, please send it back to us and we'll refund you as soon as it's arrived back at our warehouse.
Please include a Return Form and indicate in it that the item is incorrect and what it should be.
Do ask for proof of postage and ensure you keep it safe in case we need to look at it later on.
If you still want the order and they're still in stock, you can re-order them through our website as normal. The easiest way to do this is to log into 'My Account', view your original order, and then add the items to your basket.
For more information on how to return an item see our returns section below.
Your statutory rights
Under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013, you have the right to cancel any order you make via the Bristol Tile website and to obtain a full refund, from the moment you place your order up to 14 days after you receive your goods. For more information regarding your rights visit the Which? Consumer Rights website.
Our cancellation process
If you wish to cancel your order, you can do so at any time until we send it out. We normally pack and send our orders out as soon as the order is received, so if you want to cancel your order, please call us on 0117 952 6126 as soon as possible.
We are required by law to provide this Returns Form, but you do not have to use it and you may find calling us is more convenient.
If we have not already sent the goods out, we will cancel your order and issue a full refund (including delivery charges) to the credit card, debit card or PayPal account used to place your order. We will make the refund as soon as possible and within 14 days of cancellation.
If we have sent the goods before you cancel your order, you can still get a refund by following the returns procedure set out below.
We're super quick at packing your order up which means the window of making any changes is very small. This includes changing the delivery option, delivery address or payment method. You can try calling us.
However, you may be able to cancel your order and place a new one instead by calling us on 0117 952 6126.
Your statutory rights
Under the Consumer Contracts Regulations, you may return goods and obtain a full refund, provided you notify Bristol Tile of your intention to do so within 14 days of the date of receipt by you, subject to goods not having had the seal broken and not been mixed inseparably with other items after delivery. Please check our Terms & Conditions for all details.
We will aim to send you a full refund within 14 days of receiving the goods from you. For more information regarding your rights visit the Which? Consumer Rights website.
For more information, please visit our Returns page
30 Day Money Back Guarantee
Within 30 days of receipt, any unused item can be returned at your expense for a full refund. You can bring it to our branch, contact us via: webenquiries@bristoltile.co.uk, or give us a call on 0117 952 6126 for advice.
All items must be in their original packaging and all accessories and order number must be included. Our terms exclude the collection of unwanted goods.
Items delivered direct from the supplier
These items cannot be returned to a Bristol Tile branch. To return these items please email us on: webenquiries@bristoltile.co.uk or call: 0117 952 6126 to arrange for the item to be collected.
Returns process
To return an item, please print and complete the returns form and post the item and form back to us in its original packaging. For more information, please visit our Returns page.
Your statutory rights
Under the Consumer Rights Act 2015, if any goods delivered to you are faulty or unfit for purpose, provided you notify us within the first 48 hours of receiving the order, you are entitled to a full refund or, if you prefer, exchange or replace your product.
For more information regarding your rights visit the Which? Consumer Rights website.
Our returns procedure for faulty goods
You can contact us at any time and we will work with you to deal with the problem as quickly as possible. This may involve us providing a replacement product or giving you a full or partial refund. Click here for our full terms of business.
Returns process
To return an item, please print and complete the returns form and post the item and form back to us in its original packaging. For more information, please visit our Returns page.
A number of product brands in our range offer a helpline service, and this is usually the fastest way of resolving technical issues. Please either ring us on 0117 952 6126 or email us on webenquiries@bristoltile.co.uk for us to try and help you in the first instance.
Our Customer Service team can help with any queries you might have. Call us on 0117 952 6126. We are open from 7.00am – 5.00pm Monday to Friday.
Go to the My Account page and select Order History from the top menu. Select the required order and click on the Print Copy Invoices button.
If your card is authorised, payment will be taken immediately, and you will receive confirmation from our team that your order has been successful.
If your card is not authorised, payment will not be taken, and we'll let you know your bank or card issuer wouldn't authorise the payment.
Please remember that even if a payment isn't authorised, it may look like Bristol Tile has still taken the money as some card issuers may still reserve the money, for a short period of time.
If your payment is declined, you will need to place your order again as we are not able to reinstate an order once the payment has been declined.
To ensure your order is not declined again, we suggest you:
- Check the card details you entered and make sure all the information is correct
- Contact your bank to find out if and why they have declined your payment. Your bank will not share this information with us.
- Try another form of payment
To pay with PayPal, you'll need to set up a PayPal account on the PayPal website. It only takes minutes to open a PayPal account and it's free.
You can click this option when checking out and you will be redirected to Paypal to complete the transaction.
Why pay with PayPal?
- It's safer: shop at thousands of websites without sharing your financial details
- It's faster: with no need to type in your card details, you can check out in a few clicks
It's easier: all you need is an email address and password to pay online
As a business, our prices change in response to trends, stock and demand from customers. So unfortunately, we are unable to refund any price difference.
We’re sorry if you’ve been charged more than you were expecting for your order, please contact us and we’ll look into it further for you.
At Bristol Tile we only stock genuine and authentic items. We work hard to make sure our products are of the highest quality and are in line and ahead of the latest trends. We source our tiles from all over the world, so you know you are getting the best. If you have any questions or concerns all you have to do is call us on 0117 952 6126.
We have a responsibility to our customers, colleagues and supply partners to ensure that the items sold at Bristol Tile are produced under acceptable conditions and in an ethical way.
This means that they must have been produced:
- Lawfully, through fair & honest dealing
- Without exploiting the people who made them
- Without damaging the environment
You can find our Modern Slavery Statement here.