Delivery and returns

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Deliveries

We offer a competitively priced and efficient nationwide delivery service. An export service is available on request. All deliveries are chargeable and are based on the weight and volume of your order.

When: We will arrange a delivery date that is convenient to you. Most deliveries are between the hours of 9.00 – 17.30, Monday to Friday, except Bank Holidays. Additional charges will be made for a specific morning, afternoon or timed delivery. Once your order has been placed and paid for, we aim to dispatch goods within seven working days.

How: Unless special arrangements have been made, depending on the size of the order, deliveries will generally be palletised and undertaken using a 17.5 ton lorry, which is a similar size to a dustbin lorry. (Length: 10m, Width: 2.4m, Height: 4m) Pallets will then be lowered to the ground using a tail lift and pallet truck. It is important that the ground is level and solid (e.g. concrete or tarmac but not grass or gravel) to ensure that the pallet can be pulled off the tail lift. The pallet will then be left at the nearest convenient location at the discretion of the driver, which may be the kerbside.

Access: It is important to make certain that there are no access problems for the delivery lorry. Goods will not be carried into any premises, so it is essential that an appropriate individual is present to receive the delivery. If you make the decision to leave products outside, they must be suitably protected from the weather.

Check: All orders must be examined on delivery and any shortages, damages or other discrepancies must be noted on the delivery note and reported within the specified time period outlined on our Terms & Conditions.

Storage: Please take special care when unpacking goods to ensure no damage occurs. All flooring fixings (adhesives, grouts etc.) must be taken inside and stored in a damp free environment. Natural products can all be damaged by the environment in which they are stored. If you plan to store your goods, before installing, please seek appropriate storage advice suitable to your order.

Collection

We can, in most instances, arrange for you to collect your goods direct from our warehouse. Collected goods are transported at the individual’s own risk. Please ensure that an appropriate vehicle is used whereby goods can be mechanically loaded.

Returns

All natural products, to a varying degree, have inherent differences. For this reason, unless agreed otherwise, Indigenous operates a non-return policy. Please measure carefully when ordering flooring products. We are unable to accept goods surplus to requirements. However it is worth bearing in mind that surplus tiles are worth keeping, as they will be from the same batch as your original material and can be used should any damage occur after installation.