Delivery Information

1. Delivery Charges

Standard delivery charges are based on the type and quantity of goods ordered and the delivery postcode.

UK Mainland

• Standard pallet delivery: £65 per pallet.
• Orders with a total product value of £499 or more qualify for free Standard Delivery to eligible UK mainland postcodes.
• Orders below £499 are charged at £65 per pallet.
• Where an order contains accessories together with a pallet delivery, no separate standard parcel delivery charge will normally apply.
• Accessories ordered separately are charged at £9.95 standard delivery, unless otherwise stated.

Free delivery applies to Standard Delivery only and does not automatically include remote-area charges, special delivery services, timed services or other exceptional delivery requirements. All applicable delivery charges will be displayed at checkout before the order is completed.

2. Delivery Areas

We deliver throughout the UK mainland using specialist courier and pallet delivery services.

Additional charges or a delivery quotation may apply to the Scottish Highlands and Scottish Islands, Northern Ireland, the Channel Islands, the Isle of Man, the Isle of Wight, the Isles of Scilly, and other offshore or remote postcode areas. Where an address requires a special delivery arrangement, we will confirm any additional charge with you before dispatch.

3. Delivery Times

Our standard pallet delivery service is normally estimated at 2–7 working days, depending on stock availability, delivery postcode and carrier availability. For most UK mainland deliveries, our pallet carrier's Economy service generally operates on a 48–72-hour timescale after dispatch.

Delivery dates and times are estimates and are not guaranteed unless a specific delivery service has been agreed separately. We recommend that customers do not arrange installation or book tradespeople until the goods have been delivered and fully checked.

4. Arranging Pallet Delivery

For pallet deliveries, our delivery partner may contact you to arrange a suitable delivery date. Please provide an accurate mobile telephone number when placing your order so that the delivery company can contact you where required. A customer or an authorised person must be available to receive the delivery.

5. Kerbside Delivery

Standard pallet delivery is a kerbside delivery service. The delivery driver will normally unload the pallet at the safest suitable point at the delivery address. Drivers are not required to carry or move pallets, tiles or other heavy goods inside the property.

Customers must ensure that there is suitable and safe access, a suitable place for unloading, safe vehicle access, and that any gates, restrictions or access arrangements have been communicated before delivery. For safety reasons, customers and members of the public must not assist the delivery driver with unloading.

Where a tail-lift or other specialist unloading arrangement is required, this may be subject to availability, pallet weight or size restrictions and an additional charge.

6. Delivery Inspection

Please inspect your goods as soon as possible when they arrive. For pallet deliveries, we strongly recommend checking the pallet, packaging and visible condition of the goods before accepting delivery.

If you notice visible damage, missing items or an incorrect quantity, record the issue with the delivery driver where possible, take clear photographs of the packaging and affected goods, and contact Zen Porcelain as soon as possible and preferably within 48 hours.

Reporting an issue within 48 hours helps us investigate quickly with the carrier, but this does not limit or remove any statutory rights you may have under UK consumer law.

7. Failed Delivery and Redelivery

Someone must be available to receive the delivery on the agreed delivery date. If delivery cannot be completed because nobody is available, access is unsuitable, the location is unsafe, the customer cannot accept the delivery, or other circumstances within the customer's control prevent delivery, a redelivery charge may apply.

Where applicable, the charge will be £30 per pallet space, reflecting our carrier's current redelivery charge. Additional carrier charges caused by special customer requirements or failed delivery may also be payable.

8. Pallets and Packaging

Pallets, shrink wrap and other delivery packaging remain the customer's responsibility for disposal following delivery. Customers should dispose of packaging responsibly and in accordance with local requirements.

9. Special Delivery Services

Special delivery services such as timed, morning, evening or Saturday delivery may be available for selected locations. These services are subject to carrier availability and may incur an additional charge. Please contact us before ordering if you require a specific delivery service.

10. Delays

Delivery dates are estimated and may be affected by stock availability, weather, traffic, operational issues, bank holidays, remote locations or circumstances outside our reasonable control. Where there is a significant delivery issue, please contact Zen Porcelain and we will work with the delivery carrier to resolve it.

11. Customer Delivery Information

Customers are responsible for providing an accurate delivery address, postcode and telephone number, together with access restrictions or other information that may affect safe delivery. Incorrect or incomplete information may cause delays or additional charges.

12. Free Delivery Promotion

The free Standard Delivery over £499 promotion applies to eligible UK mainland addresses and Standard Delivery only. Remote, offshore and other excluded areas may require a separate quotation. Special delivery services, failed delivery, redelivery and exceptional access requirements are not included.

13. Statutory Rights

Nothing in these Delivery Terms & Conditions affects or limits your statutory rights as a consumer.

For delivery assistance, email contact@zenporcelain.com or call 07586 799 070.