Terms of service

By placing an order with us, you acknowledge that you have read, understood and agree to the terms and conditions below.

1. Orders: We accept orders and delivery dates are conditional on being able to secure the goods. We cannot be held responsible for delays caused by circumstances beyond our control.

2. Delivery: We offer a subsidised delivery service between Monday to Friday 8am to 5pm. We cannot provide a precise delivery time as it is subject to traffic and supplier delays. Deliveries are made by palletised tail lift to the nearest and safest hard standing point to the property. Goods cannot be brought into the property and must be handled by site personnel only.

3. Damaged Goods: Any errors on delivery, breakages or shortages must be reported within 48 hours by phone or email. If goods are damaged, photographic evidence must be provided to fulham@europeanheritage.co.uk. Please note that once you have signed for the delivery, you have no claim against the carrier.

4. Pricing: All prices displayed in our showroom are subject to change without prior notice.

5. Claims: No claims can be considered after the materials have been fixed.

6. Returns:
a) Returns within 30 days of delivery of our own materials correctly supplied are subject a handling charge of 25% plus any repatriation carriage charges.
b) Returns within 30 days of delivery of special-order items correctly supplied are subject to the supplier's terms and conditions, which may incur up to a 35% handling charge plus any repatriation carriage charges.
c) Bespoke finished products cannot be returned, and you have 48 hours to cancel your order. Your statutory rights for damaged goods are unaffected.

7. Samples: Please note that samples may not be representative of the full tile due to the nature that a sample is only a small piece of a larger tile, or the article may have significant variation.

8. Online Imagery: Product images displayed on our website may not always accurately represent the actual product due to various factors, such as differences in lighting, camera settings, monitor calibrations, and individual product characteristics. We cannot guarantee that the colour, texture, pattern, or other visual elements of the product will exactly match what you see on our website. We advise our customers to request a physical sample of the product before placing an order, especially if colour or texture is of particular importance.

9. Guarantee: We can only be held responsible for failures on materials supplied to the extent of the manufacturer's guarantee. No tiles are guaranteed against crazing or shade variation.

10. Quantities: Whilst we endeavour to be as accurate as possible when calculating quantities from measurements supplied, we cannot be held responsible for over or under ordering. All calculations are for estimate purposes only and must be checked by an installer prior to ordering. A 10% wastage is required on all tile orders.

11. Nominal Sizing: Our advertised tile sizes are referred to as "nominal sizes", which are approximate sizes. Although our tiles are calibrated in the factory to meet industry standards, there may be slight variations in actual sizing from production to production. While we strive to provide the most accurate nominal sizes possible, we cannot guarantee that the actual size of the tile will always match the nominal size.

12. Batch Variation: Please note that tiles are calibrated in the factory, but there may still be slight variations in size between production to production, known as batches. Additionally, tiles may also vary in colour, shade, and texture between batches. Therefore, we will only provide tiles from a single batch unless there has been prior discussion. It is recommended to order enough tiles from the same batch to ensure consistency in size, colour, shade, and texture.

13. Large Format Installation: Due to the nature of porcelain tile production, large format tiles tend to not be perfectly flat. As per EU standards, there is a tolerance of 0.5% of the tile size for bowing or warping. Therefore, for tiles with any dimension over 800mm, we strongly recommend using an installation levelling system to mitigate any bowing of the tiles and ensure a flat and even installation. We only recommend a maximum of 1/3 overlap for any brick bonding of tiles to mitigate this variance.

14. Ownership: Goods supplied remain the property of European Heritage Ltd until payment for all goods has been made in full. However, the risk of goods passes to the customer once they are handed over to a third-party carrier.