Name: Karndean Palio LooseLay Vinyl - Sicilia
Brand: Karndean
SKU: LLP142
Price: 141.59 GBP
Availability: InStock

FAQs

Frequently Asked Questions

Tiles

What are rectified tiles?

Rectified tiles, or sharp edge tiles as they can be known, are Ceramic or Porcelain Tiles that have been manufactured to a very precise tolerance. This means they are cut to near exact measurements with a near perfect straight edge. The cleaner edges also make it easier to create intricate laying patterns as you have more flexibility with the grout line width, a prime example being basket weave.

Are the tile sizes correct?

The sizes that are stated are the sizes that the goods are manufactured to – Referred to as “nominal sizes”. This means that due to the manufacturing process and nature of tiles, the exact sizes cannot be manufactured consistently and that different batches of the same tile can vary in size, as much as 2mm, which is a widely accepted tolerance within the industry.

Will all the tiles be delivered from the same batch?

We will always try and send tiles or flooring out from the same batch, however, this is not always practical or possible. It is recommended that you do not fix any tiles or flooring, until all items have been inspected prior to installation to avoid any potential batch shading problems.

When should I book my tiler, plumber or installer?

Many people will book their installer prior to placing their order, but this will cause issues if there are any delays in delivery or if you have received a damaged item and/or have decided to change your mind about it. We therefore recommend you book your installer roughly two weeks after the estimated delivery date, giving you time to receive the goods and inspect the items prior to installation.

Placing an Order

I have a question about a product, where can I find more information?

Please visit our product pages. Alternatively, you can call our Sales Office where our specialists are on hand to support with product queries on 01484 320 403.

Can I order single tiles or do I have to purchase complete boxes?

All our products are sold in full boxes. How the product is sold is indicated on the product page.

Can I order samples?

Yes, you can order samples for the majority of items on our website via the product page. You can order as many as you like and they will be delivered within 3-5 days. Samples ARE NOT full-size tiles, they are 100mm x 100mm chips.

Can I change my order details after I’ve placed it?

Any changes to your order can be requested before the order has been dispatched by emailing sales@wallandfloorsolutions.co.uk

Can I cancel an order once it has been placed?

Yes, you can cancel an order once it has been placed. Charges may apply if the order has already been dispatched (Delivery or re-stocking fees where applicable). If the order has not yet been dispatched, then we can cancel this without a cost being involved.

When will my order confirmation be sent?

Once your online order has been processed you will receive an immediate confirmation via email. If you have not received an email within 30 minutes of completing your order, we advise you check your junk/spam or deleted items folder in your email inbox. Please make sure the email address you provide is correct.

I have decided to tile another area and need to order more

We would highly recommend that any additional orders refer to the original batch/order number, so that we can try and match them for you. This is due to different batches can produce different shades/sizes.

Payment

What payment types do you accept?

We accept most major credit or debit cards, including Visa Credit and Debit cards as well as Mastercard. Unfortunately, we do not accept American Express cards.

Do your prices include VAT?

All our prices include VAT.

I have cancelled my order, how long will it take to get my refund?

We are currently aiming to process all refunds from order cancellations within 10 working days. If you haven’t received your refund within 10 working days, please contact sales@wallandfloorsolutions.co.uk

I have a question about a refund, who can I speak to?

Please call our Customer Service Team on 01484 320 403 or email sales@wallandfloorsolutions.co.uk

Delivery

How will the tiles be delivered?

Tiles will be shrink wrapped on a pallet and delivered to the ground level edge of your property (Kerbside Delivery). Due to insurance policies and health & safety regulations, the driver will NOT transport any goods into the property. Orders under 20kg weight will be delivered with a parcel courier.

When is my order being delivered?

Your order will be delivered usually within 2-5 working days. Orders to difficult to reach postcodes will be delivered within 7-10 working days. Orders placed over the weekend or during a bank holiday will be processed the next working day.

How will I know when my order will arrive?

We will contact you by email to confirm the material has been dispatched, along with the delivery lead time. All orders are delivered between 8am and 6pm Monday-Friday. Please Note: Delivery dates can change on occasion due to circumstances beyond our control. Delivery timetables are best estimates and may be subject to change as due to seasonality, weather and other non-specified factors. When we give a date for delivery, this will be an estimate and not a guaranteed firm date. However, you will be notified as soon as we are informed of any delivery changes.

What should I do when my order arrives?

When your order arrives, we recommend that you inspect all items to ensure that the products supplied are correct and that nothing is damaged. You should also check that the batch information matches across all boxes of the same product. If the material arrives damaged, please mark this clearly on the delivery note before signing for the material. Please notify us of any faults or damages within 48 hours by contacting our Customer Services Team on 01484 320 403 or alternatively, email sales@wallandfloorsolutions.co.uk so that we can help to rectify any problems as swiftly as possible.

Do I have to sign for my delivery?

Your consignment will require a signature upon arrival at the property. When placing your order, you will have the option to leave additional information regarding the delivery or directions to help your delivery driver.

Can my order be delivered at a specific time?

We are unable to offer specific time slots for delivery due to high demand. We are working with our delivery partners to improve our delivery options.

What if I am not at home when the delivery arrives?

Unless by prior arrangement, the driver will not leave the consignment. If a second delivery attempt is required, an additional charge of £40.00 is likely to be incurred.

How do I arrange for my order to be left in a safe place?

If you are aware that you will not be at the delivery address at the time of delivery, please notify us via email or leave us special instructions on where the goods can be left on your property whilst placing the order.

Do you deliver outside the UK?

We don’t offer delivery to other countries on the website.

Where do you deliver to and if so, is there an additional charge?

We pride ourselves on delivering to almost all areas of mainland UK. However, we are currently unable to deliver to certain areas in the Highlands and Offshore Islands. (Please view excluded postcodes on our Delivery page). Please contact our Customer Service Team on 01484 320 403 and we will check whether we can deliver to your postcode.

Can I get my order delivered to another address?

Yes, we will need a full postal address, and we may contact you to ensure that there are no security problems regarding transaction and delivery. If possible, to avoid any confusion it may be better to contact us regarding a different delivery address prior to placing the order. Please get in touch with our Customer Service Team via email sales@wallandfloorsolutions.co.uk or phone us on 01484 320 403

Can I return my pallet with the driver?

We use a courier network to deliver all palletised deliveries. This enables us to keep our prices low and for large parts of the UK, unfortunately, this means the driver is unable to take your pallet a way with him.

Damages & Returns

What do I do if some of my order arrives damaged?

If any packaging shows signs of damage, please mark this clearly on the delivery note when signing for the material. Damages and order shortages must be communicated within 48 hours of delivery.

Please contact our Customer Service Team on sales@wallandfloorsolutions.co.uk, quoting your ‘Order Number’ & ‘Delivery Note’, and take clear photos of the damages and we will ensure replacement parts are sent out immediately.

The order has arrived, and it’s not what I expected

If you have ordered a sample, we will obviously carry out checks to ensure you have had the correct order picked and may ask you for an image of it next to what has been delivered. This will help us work out what has happened and help to resolve the situation. If samples have not been ordered, Wall & Floor Solutions Ltd cannot be held responsible for any discrepancies between the tiles and flooring ordered and the images/products on screen. We will, however, accept the goods back for a refund. Please see our Terms and Conditions/Returns page for more information.

After installation, can my damaged tiles be replaced?

If once fitted your tiles become damaged it is possible to purchase additional tiles and for them to be removed and replaced; a suitable tradesperson would be able to assist with this. We always recommend keeping any spare tiles from your tile installation to ensure you have replacements, this ensures you have the same batch number for your existing tiles.

What is your returns policy?

For full information on our returns policy, please read our Terms & Conditions and Returns pages.

How do I return my order?

If you wish to return your order and it falls in line with our Terms & Conditions, you will have to contact our Customer Service Team prior to sending the item back. You will be responsible for returning the item back to us yourself – but you may be eligible for a free return (If you are returning damages). All instructions on how to send the item back will be supplied by Customer Service.

How do I make a complaint?

We’re sorry to hear you’ve been disappointed. If you wish to make a complaint, please get in touch with our Customer Service Team via email sales@wallandfloorsolutions.co.uk

Price Match

Seen this tile cheaper online?

Click the button below to email Wall & Floor Solutions your Price Match Enquiry. Alternatively, please call our expert Sales Team on 01484 320 403 who will be pleased to help with any request you may have.

Send price match

Delivery & Returns

Orders over £500: FREE
Orders below £500: £20.00 inc VAT

If you are unsure or require further advise on any of the following information, please contact our Customer Service Team on 01484 320 403.

Wall & Floor Solutions offer a FREE delivery service on selected material. (Only for orders over £500). Deliveries will be between the hours of 8am and 6pm.

Orders are delivered by various carriers. Most of our deliveries will arrive on a pallet and will be delivered to the nearest accessible location, this may be the kerbside nearest to the property. Due to insurance policies and health & safety regulations, our delivery company representatives will NOT transport any goods into a property.

Standard delivery lead times are approximately 2-7 working days for 'In-Stock' items. In the unlikely event, an order has been placed for an item 'Out-of-Stock', we will notify you with an approximate delivery schedule.

Once an order has been processed, a member of staff will contact you (via the email address you have provided) with a delivery update. Please check your emails for delivery updates. (Please ensure ALL your contact details are correct and please provide a contact number for the day of the delivery.)

Delivery timescales are given in good faith but cannot be taken as precise or exact information. Delivery timetables are best estimates and may be subject to change as due to seasonality, weather, and other non-specified factors. When we give a date for delivery, this will be an estimate and not a guaranteed firm date. Delivery dates and times can change on occasion due to circumstances beyond our control. However, you will be notified as soon as we are informed of any delivery changes.

Please contact us if the delivery date is unsuitable and we will arrange an alternative delivery date. (Please give us notice.) If you fail to take the delivery on the date agreed, then we reserve the right to charge £40.00 for any subsequent deliveries.

You must make all arrangements necessary to take delivery of products when we deliver them, in accordance with the stated delivery times. If you are not available to take the delivery, or do not accept the delivery, or we are unable to deliver, or we are delayed in delivering material because of YOUR actions or omissions, then we may charge you and YOU will be liable to pay us for all costs we incur.

All orders require an able-bodied person to receive the delivery and sign for the material. If the goods are delivered without a signature the responsibility for checking the goods is that of the Buyer. If, for whatever reason the delivery cannot be made due to a representative not being present or available on the agreed delivery date, we reserve the right to pass any re-delivery costs incurred before a further delivery can be attempted. The responsibility for the Goods passes on to the Buyer once the material has been delivered.

Material will be delivered on an 18.5 tonne delivery vehicle (about the size of a bin wagon). Please let us know, as soon as possible, if there will be a problem with access. It is your responsibility to notify us of any circumstances that may affect the delivery of goods using a vehicle of this size. i.e., Parking restrictions, "Red Routes", vehicular access due to height or width, narrow roads, road works, gravel, or uneven driveways, building sites, high rise apartments (with or without lifts) etc. Failure to communicate relevant information prior to delivery, may result in additional costs for the re-supply and may also increase the re-delivery lead time.

The driver will move the goods, to the nearest wheel point, depending on access. Please Note: The driver will be unable to move the goods across gravelled, or unfinished drives, through narrow openings, or up steps. Unfortunately, due to insurance policies, health & safety regulations the driver is NOT able to take any material into the property. The driver will be able to wheel into a garage if access is possible.

Unfortunately, we are unable to provide a delivery service if you live outside of mainland UK, this includes certain Highlands & Offshore postcodes. Below is a summary of the postcode areas where we are unable to provide delivery: AB, DD, HS, IOM, IOW, IV, IV51-56, KA27-28, KW, PA20+, PH, Guernsey & Jersey.

If you are unsure of your postcode, please contact our Customer Service Team on 01484 320 403 for more information. In some circumstances we may be able to deliver to your postcode, however additional charges will apply.

Damages

We advise you check the material whilst the driver is still there. The driver is obliged to wait with you up to 15 minutes, (for palletised goods only), whilst you unpack the goods. Should any packaging show signs of damage this should be recorded on the delivery note before signing for the material. We will then file a claim with the delivery service and replacement items will be issued once the delivery company has accepted liability for the damage. Alternatively, goods can be refused upon delivery, but only when showing signs of damage.

If material is delivered damaged, please contact our Customer Service Team within 48 hours of delivery on sales@wallandfloorsolutions.co.uk. Please quote your 'Order Number' & 'Delivery Note’ and provide images of the damages and we will ensure replacement parts are sent out immediately. Please photograph any damaged items or damaged packaging on delivery as evidence. This will speed up any claims for replacements. Once we have confirmed the item is faulty, we will contact you to dispose of the faulty item. Do not dispose of goods without our written confirmation.

We will replace (free of charge) any item found defective or damaged before delivery or during unloading. We cannot accept return of products which are damaged after delivery. We must be notified by email within 5 days from delivery relating to claims of any shortage or damage to goods in transit. Any damage reported outside of this time will be assumed to have been caused whilst in your possession. Failure to communicate problems may result in additional costs for re-supply being incurred and may also increase the re-delivery lead time. The goods will become your responsibility at the point of delivery. Please do not fit any damaged goods, as we will be unable to replace damaged items which have been installed.

Order Cancellation & Returns

We reserve the right to cancel your order for any reason. You will be notified of any cancellations as soon as reasonably practicable.

You have 14 days from the date the order has been placed to cancel your order and will receive a full refund including delivery charges. Simply let us know by email sales@wallandfloorsolutions.co.uk. If you cancel you must return the goods to us at your own expense.

Please Note: Due to shading variation caused by stock turnover, samples are exempt from our returns policy and are strictly non-refundable.

Please ensure the items you wish to return are unused and in a good condition suitable for resale. These items must be in their original packaging. Please note, you can only return your full order. The returned goods must arrive in a re-saleable condition, therefore before returning the goods you must ensure that the packaging is suitable for the safe return of the product. The cost for any additional packaging will be your responsibility. If the original packaging has been opened or is deemed by the Buyer to require improvement to allow the safe return of the goods, it is the responsibility of the Buyer to complete a re-packing exercise at their cost. We will not accept any costs for the re-packing of goods, in any circumstances.

You will be responsible for arranging the return of the goods. If items are damaged during transit back to us, it is your responsibility to claim for damages from the delivery company used. The goods must be returned in their original packaging to our main distribution warehouse, and you will be responsible for arranging transport and insurance of goods. Please contact us prior to the return. (Please contact our Customer Service Team on 01484 320 403 for the warehouse address).

When choosing a carrier to return your goods to us, you must make sure that Wall & Floor Solutions Ltd are allowed to open and inspect the contents when we receive them. If the carrier will not allow us to open the material, then our warehouse will refuse the delivery and the goods will be returned to your address. This could incur further costs to the Buyer. Returned items to us must be sent by recorded delivery.

Refunds for returns will only be processed once the goods have arrived with the Company and have been fully inspected and deemed to be in a re-saleable condition. The Company reserve the right to amend the amount refunded based on the value of the re-saleable goods.

Once a refund is processed at Head Office it may take up to 30 days for the funds to appear back on your card, this is dependent on the card provider and is not under the influence of Wall & Floor Solutions Ltd. Acceptance of these terms and conditions at the point of purchase represents acceptance of refund period of up to 30 days.

Karndean Palio LooseLay Vinyl – Sicilia

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