Shipping policy

Order Hold and Storage Fees

We ask that customers collect or accept delivery of their orders within 4–6 weeks from the order date. If an order is not collected within this period, a storage fee of $20 per pallet per week applies for any remaining held goods beyond the initial 4–6 week timeframe.

1.Warehouse Pickup (Click and Collect)

NSW customers may select warehouse pickup at checkout.

Pickup location: 407 Princes Highway, Rockdale NSW 2216, during business hours.

Please wait for confirmation that your order is ready before attending. Tiles are heavy: it is the Purchaser's responsibility to confirm their vehicle's load capacity against our Vehicle Load Guide before collection, and to secure and restrain the load. We may decline to load a vehicle where doing so would be unsafe or exceed the vehicle's rated capacity.

2.Delivery of Goods

We will use reasonable efforts to deliver the goods by the date and to the place specified by the Purchaser. However:

• The Company is not liable for late delivery or delay in delivery, and a delay does not entitle the Purchaser to cancel an order or terminate these Terms.
• The Company is not liable for any failure to provide goods due to transportation or shipping delays, supplier delays, or any other circumstances beyond our reasonable control.
• Orders must be confirmed with payment or deposit at least 72 hours before a scheduled delivery booking.
• Delivery timeframes are estimates only. Interstate deliveries typically take up to 12 business days depending on location.
• Fuel surcharges and distance-based surcharges may apply and will be confirmed by the transport company at the time of order.

NSW Metropolitan deliveries

• Hand unloading is only available for small orders of fewer than 5 boxes where each box weighs under 25 kg.
• Orders exceeding this limit are delivered kerbside only via Hiab (crane).
• Skid and pallet deliveries are made kerbside only, using a Hiab (crane).

Non-metropolitan NSW, interstate and regional

• Deliveries are made using third-party freight providers. Most use Hiab, forklift or tail-lift equipment and deliver kerbside only.
• It is the customer's responsibility to ensure the delivery location is safely and legally accessible for kerbside unloading, including sufficient clearance, access and a person over 18 present to receive the goods.

Access, redirection and failed delivery

• A fee of $150 applies where an incorrect address is supplied, where the site is inaccessible, or where a delivery must be redirected or re-attempted.
• If the Purchaser fails to take delivery of goods pursuant to an order, the Company reserves the right to charge a restocking fee of 25% of the value of that order. This amount is a reasonable pre-estimate of the loss the Company will incur in those circumstances.

3.Third-Party Couriers and Risk

The Company is not responsible for the goods once they are collected from the warehouse, whether by a third-party courier engaged by the Purchaser or by the Purchaser themselves. We do not endorse third-party courier services and take no responsibility for late delivery or goods damaged in transit where a courier is arranged by the Purchaser. It is the Purchaser's responsibility to arrange appropriate insurance in those circumstances.

4.Title and Retention of Goods

Until full payment for the goods is received:

• title in the goods remains with the Company;
• the Purchaser acknowledges that the Company retains the right to enter any premises owned, occupied or used for storage by the Purchaser and reclaim the goods at any time; and
• any marketing merchandise provided to the customer at no cost remains the property of Design Tiles at all times.

5.Inspection, Shortages and Damage

• It is the responsibility of the Purchaser to check the quality and quantity of the products supplied upon delivery or pickup.
• Claims cannot be recognised after the goods have been installed. Tiles should be inspected and dry-laid before installation. Installation constitutes acceptance of the goods as supplied.
• Please direct claims to admin@designtiles.com.au or accounts@designtiles.com.au.

6.Cancellations and Handling Fees

• If you cancel your order before it has been dispatched or received from our supplier, no handling fee is charged and you will receive a full refund.
• If an order (placed online or in-store) is cancelled after we have received the stock from our supplier, a 20% handling fee applies to cover restocking and processing costs.
• Customers will be notified of the status of their order at the time of the cancellation request.
• Cancellations and exchanges are not accepted for special or indent orders, or for natural stone and natural marble orders.