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Shipping policy

Shipping Policy

At European Heritage, we take pride in offering a curated selection of porcelain tiles from top European manufacturers and trusted UK suppliers. We manage the logistics for all orders, ensuring a seamless delivery process for you. However, depending on your order, deliveries may arrive in multiple shipments.

Small Orders (Tiles up to 35x35cm and Mosaics)

For smaller items, your order will typically be delivered via a parcel courier. You’ll receive a tracking number and a delivery date where possible. If no one is available to accept the delivery, the package will be redirected to your nearest collection point.

Large Orders (Tiles Over 35x35cm or Exceeding 4m²)

Larger orders will be delivered by a third-party logistics partner using a tail-lift vehicle to the nearest accessible hardstanding area. You will be notified of the delivery date in advance.

  • Important: Upon delivery, check that all items are present and intact. Drivers are not insured to enter properties or unload pallets. It is your responsibility to move the items from the drop-off point into your property.

Reporting Damages

To ensure timely resolution, please follow these steps if damages occur:

  1. Upon Delivery:
    • Inspect the packaging and goods for visible damages.
    • Inform the driver immediately and request them to “report damages.”
    • Take photos of any visible damage.
  2. After Delivery:
    • Report additional damages discovered upon unpacking within 48 hours.
    • Email the photos and your order number to fulham@europeanheritage.co.uk or your Sales Consultant.

Photographic evidence is required for us to verify damages and file claims with the delivery service. Minor damages (1–2% of tiles) may be deemed acceptable as they are often usable for cuts and the damages do not affect the installation. If you report damages within 48 hours, and damages are not of use, we will arrange replacements based on the reported issues.

Failed Deliveries

If delivery cannot be completed due to incorrect address details or an inability to access the location, the shipment will be returned. Reattempting delivery will incur new charges at full, unsubsidised rates.

Thank you for choosing European Heritage. Should you have any questions or need assistance, please don’t hesitate to contact us.