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Ordering/Delivery

Ordering/Delivery

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Which countries do we post to?

Which countries do we post to?

We post to the countries list below. Now that all our international post is tracked we don't send to countries where the Royal Mail does not offer a tracked service or they don't have a 'trusted delivery partner'. We also don't post to countries where the postal service has been difficult.

UK: (England, Scotland, Wales and Northern Ireland), Isle of Man, and the Channel Islands of Jersey and Guernsey

EUROPE - Belgium, Denmark, Finland, France, Gibraltar, Germany, Iceland, Ireland, Italy, Luxembourg, Malta, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland

WORLDWIDE: Australia, Canada, Japan, New Zealand and the United States

UK - Postage & Delivery

UK - Postage & Delivery

We normally turn all orders around within 3 working days, but we often despatch on the day we receive the order. Parcels are sent by Royal Mail to England, Scotland, Wales, Northern Ireland, Channel Islands and Isle of Man.

Up to 2 tiles are sent with standard 2nd or 1st class post. 2nd Class Post is included in the price of the of each tile. 1st Class post (50p extra per tile) can add this during the checkout process. These are sent in separate parcels.

For 3 or more tiles will be sent with Royal Mail's Tracked 48 service at no extra charge. Tracked 24 is used if the first class option is selected at checkout.

If the order is sizeable enough it will be sent by courier at no extra charge.

Europe - Postage & Delivery

Europe - Postage & Delivery

We normally turn all orders around within 3 working days, but we often despatch on the day we receive the order.
Deliveries to European countries are sent by Airmail with an international tracked service.

Postage is already built into the tiles for UK deliveries but for the EU countries we post to we have to add extra to make up the difference in the postal costs. During checkout £7.00 will be added to your basket to make up the difference. 

Parcels normally take 2-5 working days to be delivered. However, due to BREXIT, customs checks on parcels could delay deliveries for another week or two.

BREXIT - Now that the UK has left the EU, customers are responsible for any taxes, duties or other charges which are levied by customs authorities.

Worldwide - Postage & Delivery

Worldwide - Postage & Delivery

We normally turn all orders around within 3 working days, but we often despatch on the day we receive the order.
Deliveries to Canada, USA, Australia, New Zealand and Japan are sent by Airmail with an international tracked service.

Postage is 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. In 2020, we introduced two postage rates:
The postage required to send 1 tile is £11.00
When posting 2 or more tiles to the same address, the first tile is £11.00 with all subsequent tiles £3.00 extra each in postage. You will see this breakdown when you reach the Order Confirmation page during checkout.

Parcels normally take 10-14 working days to be delivered depending on how long it takes to get through customs.

Overseas customers are responsible for any taxes, duties or other charges which are levied by customs authorities.

PO Box Number for Billing Address - what is wrong with it?

PO Box Number for Billing Address - what is wrong with it?

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.

Personalised Tile Orders

Personalised Tile Orders

Please contact us if you would like to create a personalised tile or an archive tile. We will be able tell you if we can make it and when you might expect to receive it. For special orders we require a minimum of 3 weeks to make, dry and fire your tile up to a maximum of 5 weeks.

All postage and delivery terms are as mentioned in the sections above that are relevant to your delivery destination.

Gifts to family/friends sent directly from Black Dog

Gifts to family/friends sent directly from Black Dog

UK Customers:
You are able to send many parcels to many UK addresses in a single transaction. Once you get to the Delivery Details page you can add new addresses associated with each tile and add a gift message if required.
PLEASE NOTE - Our website does not allow UK customers to send gifts overseas dispatched directly from us. If you want to send a gift overseas it will have to be posted to you first.

Non-UK Customers:
We can post a parcel to your home/work address and/or you can send a gift to a UK address in a single transaction. We have removed the option for an overseas customer to send a gift to another person in their own country or any other country (other than the UK). Once you get to the Delivery Details page you can add new addresses associated with each tile and add a gift message if required.

Imperfect Tiles

Imperfect Tiles

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.

Permanent Internet Offer

Permanent Internet Offer

Yes, we have a permanent offer running. For every 5 tiles purchased in a single transaction you can add a FREE tile from the standard range to your basket. The FREE tile cannot be a framed tile or a personalised tile. 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.

Exclusive Artworks

Exclusive Artworks

Please contact us if you are interested in purchasing a ceramic panel or to discuss commissioning a panel. Wanderland can be purchased through the website or by calling us on 01225 445086.

NB. Exclusive Artworks are not included in our Permanent Internet Offer (see section above).

Prices

Prices

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.

Complaints & Returns Policy

Complaints & Returns Policy

We hope that you will be happy with your purchases, however you may return items in their original condition and packaging within 7 days of delivery (14 days for orders outside the UK). We will then either exchange them or refund you. Please make sure you get a certificate to show proof of posting.

An order containing a Personalised tile does not leave our workshop unless we are entirely happy with it. If we create a personalised tile and make a mistake on it, we 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 cannot provide a refund.

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

Security

Security

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Contact Us

Black Dog
Unit 4, Meadows Lane
Bath, Somerset
BA1 6FB

01225 445086

info@blackdogtiles.com