Ordering/Delivery

We normally turn orders around the day we receive them and all mail is shipped with Tracked post. We book the Royal Mail to collect from our workshop the following day.

Normal run of service: (unless we are not open for the Royal Mail to collect from us)

Orders received Monday to Thursday before 5.00pm - collected the following day.
Orders received after 5.00pm on Thursday and up to 5.00pm on Friday - collected Monday.
Orders received after 5.00pm on Friday and during the weekend - collected Tuesday.

As Tracked parcels have priority over non-tracked mail we no longer drop parcels into mail boxes. This is because mail bags collected from mail boxes take longer to get sorted and therefore a tracked parcel will lose its priority until it is eventually found in the mail bag.

Parcels are sent with Royal Mail to England, Scotland, Wales, Northern Ireland, Channel Islands and Isle of Man.

As of March 2026 all our parcels are shipped with Royal Mail's Tracked 24 service. Regardless of the number of tiles purchased they will be shipped in one parcel.

Multi Buy Postage Discount - Once you order 3 or more tiles, you will get a discount of £2.50 per tile for the 3rd, 4th, 5th etc. tiles in the basket (not on the first 2 tiles). You will see this on the Order Confirmation page (before the payment page).

If the order is sizeable enough it may be sent by courier (DPD, DHL or UPS) at no extra charge.

We ship your parcel with Royal Mail's International Tracked service to the USA. Once in the USA it will be handed over to USPS for delivery. 

Postage - already built into the tiles for UK deliveries but for overseas we have to add extra to make up the difference in the postal costs.

Posting 1 tile overseas with a tracked service costs quite a lot compared to posting 2 or more. 
Extra postage required to send 1 tile is £9.90. When posting 2 or more tiles to the same address, the first tile is £9.90 with all subsequent tiles £0.30 extra each in postage. You will see this shown on the Delivery Details page and Order Confirmation page.

Customs Tariff of 10% - Our website will calculate your tariff and add it to your total. You will see this when you reach the Order Confirmation page. When we pay for your tariff on the Royal Mail website the fees you pay us will then will be collected by the Royal Mail and these in turn are then paid to the US customs authority.

To Identify the parcel has duties paid – When it arrives look at the shipping label and look for the black dot with PDDP in white letters. PDDP stands for Postal Delivery Duties Paid. This means that US customs/USPS should not ask for any money to deliver your parcel.

We ship your parcel with Royal Mail's International Tracked service to Canada. Once in Canada it will be handed over to Canada Post for delivery. 

Customs Fee - In Canada, the de minimis customs threshold is just CAN$20 (approx. £10.50) so you are more than likely going to pay import fees. You are responsible for taxes and other fees which are levied by your customs authority.

Postage - already built into the tiles for UK deliveries but for overseas we have to add extra to make up the difference in the postal costs.

Posting 1 tile overseas with a tracked service costs quite a lot compared to posting 2 or more. 
Extra postage required to send 1 tile is £9.90. When posting 2 or more tiles to the same address, the first tile is £9.90 with all subsequent tiles £0.30 extra each in postage. You will see this shown on the Delivery Details page and Order Confirmation page.

We ship your parcel with Royal Mail's International Tracked service to Australia. Once in Australia it will be handed over to Australia Post for delivery. 

Australia Customs - The de minimis customs threshold is AUD$1,000 (approx. £515) so unless your order is large enough you should not pay any customs fees.

Postage - already built into the tiles for UK deliveries but for overseas we have to add extra to make up the difference in the postal costs.

Posting 1 tile overseas with a tracked service costs quite a lot compared to posting 2 or more. 
Extra postage required to send 1 tile is £9.90. When posting 2 or more tiles to the same address, the first tile is £9.90 with all subsequent tiles £0.30 extra each in postage. You will see this shown on the Delivery Details page and Order Confirmation page.

We ship your parcel with Royal Mail's International Tracked service to New Zealand. Once in New Zealand it will be handed over to NZ Post for delivery. 

New Zealand Customs - The de minimis customs threshold is NZD$1,000 (approx. £440) so unless your order is large enough you should not pay any customs fees.

Postage - already built into the tiles for UK deliveries but for overseas we have to add extra to make up the difference in the postal costs.

Posting 1 tile overseas with a tracked service costs quite a lot compared to posting 2 or more. 
Extra postage required to send 1 tile is £9.90. When posting 2 or more tiles to the same address, the first tile is £9.90 with all subsequent tiles £0.30 extra each in postage. You will see this shown on the Delivery Details page and Order Confirmation page.

EU - Sorry, we no longer ship to the EU. Thanks to BREXIT we have encountered so many customs issues that we decided it is no longer worth the effort.

Worldwide - (except USA, Canada, Australia and New Zealand), we don't offer any shipping services.

EU and all other Worldwide Countries - customers can still purchase tiles through the website to send as gifts to UK addresses. On the Country of Residence page (during checkout) select the Send a Gift to the UK option.

Why do we not accept PO Box numbers for a Billing Address?

In the UK, we have to provide proof of a serviceable residential address to get a bank account, drivers licence, passport, to vote, HMRC (tax) or anything else that has any officialdom to it. PO boxes are not regarded as a secure address and they can be viewed with a degree of suspicion.
In years gone by there was probably less scrutiny about PO Box numbers but with so many financial scams and irregularities occurring these days we have to be so much more careful.

For Overseas Countries, the use of a PO Box for a billing address may be less of an issue. If you do add a PO Box number for your billing address we will ask you for proof of your residential address to back up your order. You will have to email us a copy of something like an electricity or water bill which shows your actual address. Without such proof we will refund your money and cancel the order.

A PO Box for your delivery address is perfectly acceptable and this can be added when you get to the Delivery Details page during the checkout process.

Service for UK Addresses only - When you reach the Country of Residence page during checkout select the option Send a Gift to the UK.

By selecting this option, customers in the UK and all other countries can send multiple gifts to family and friends to many UK addresses. You can add a gift message for each tile. All tiles are shipped with Royal Mail's Tracked 24 service.

Gift to an address outside the UK – We do not provide this service. Customers must ship to their own address first and then take responsibility for shipping it onwards. 

Imperfect tiles are slightly below the high standards of our perfect tiles. These tiles are a great way to add to your collection and saves £6 per tile against the price of perfect tiles.

If we have any imperfect tiles which we think are good enough to be sold through the website then a purchase option can be found at the bottom of the page for each design.

An imperfect tile will have a small defect of some kind, such as a crack or surface blemish. A crack will not be easy to spot from the front but is likely to be more obvious from the back.
Imperfect tiles which have rather more obvious defects will not be posted as these can be purchased from either the Black Dog shop in Bath or the old workshop in Wells.

You are welcome to contact us before purchasing an imperfect tile to ask about the defects.

For every 5 tiles purchased in a single transaction you can add a FREE tile from the standard range to your basket (provided they are all being posted to your home address). When you reach 3 tiles or more a helpful notice will appear in the basket to let you know many more tiles need to purchase to qualify for a FREE tile.

Exception – This offer does not apply if you have selected the Send a Gift to the UK option.  

Provided you have added a minimum of 3 tiles to the basket, access to this special page is found when you reach the Order Confirmation page.

Exception – This offer does not apply if you have selected the Send a Gift to the UK option.  

We get a few tiles that we can't sell through normal channels as they have rather obvious defects. Such defects could be a sizeable blemish on the surface, warping beyond what is acceptable, obvious cracks or chips or a combination of defects.

We have created a 'lucky dip' where you can choose 1 free tile from the choice available. Due to the way the website works we can't describe the defects for these free seconds. This is very much a 'lucky dip'.

These extra 'bonus' tiles are completely free and no extra shipping cost either. Should they not survive the postal system we will not replace them.

All prices are quoted in pounds sterling and include VAT at the current applicable UK rate where appropriate.

We will not accept any liability for any charges levied by your bank/card issuer whatsoever irrespective of your chosen payment method.

We hope that you will be happy with your purchases. If you are not satisfied with your purchase from our standard range of tiles you may return the items in their original condition (no tampering with the products such as paint or varnish).
You have 14 days from the day of purchase to notify us that you would like to return the products and a further 14 days in which to post them back. We can either provide an exchange or a refund.
For all product returns you must use a Tracked postal service and provide us with the tracking details.

We do not provide refunds for Personalised Tiles and Archive Tiles as these are specially commissioned or specially made to order. 
If we create a personalised tile and make a mistake on it, we can either create a new tile or offer a full refund. If the customer makes a mistake on the order form or any other written communication or decide they no longer want the tile we will not provide a refund.

If you are unhappy with any aspect of our service or products then please contact us.

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