top of page

Packing, shipping and returns

Click here to read our full Shipping and Returns Policy.
We use Royal Mail to deliver most of our parcels, sending items either on their ‘Tracked 24’ or ‘Tracked 48’ service, depending on your choice at the checkout. 'Tracked 24' and 'Tracked 48' are the Royal Mail's own names for what are essentially their tracked 1st and 2nd class services; these delivery targets are almost always met but on rare occasions parcels take longer than anticipated.  These services are partially tracked, so that you will receive a notification when a delivery attempt has been made, but you cannot follow the progress of your parcel at every stage.  Please note that the 24 and 48 indicate delivery time from mailing, not from placement of order.  


Orders received over the weekend and on Mondays, Tuesdays and Wednesdays will almost always be sent out on the following working day, but please note that we do not post on Fridays; orders received from Thursday afternoon onwards are sent out in Monday's post. If you are keen to get parcels very quickly,  contact me and I can arrange guaranteed delivery times via more expensive Royal Mail services or try and find a courier for you.

International deliveries
Sadly we are currently unable to deliver to addresses outside the UK.

Getting your tiles to you undamaged is of course the priority when it comes to packing. I try as far as possible to re-use boxes  and padding, so you may find that your parcel arrives in second-hand materials.  When I have to use new packing materials, I buy those with good eco-credentials; recycled cardboard boxes and  so-called 'paper bubble wrap' and 'hivewrap'.   I haven't bought any new plastic packaging since summer 2022, except for some packing tape and plastic cartons for adhesive and grout.   

Cutting sheets of tiles
Please note that in order to save on postage costs I will often cut a sheet of tiles in half so that it fits in a smaller parcel. If it’s important to you to receive your sheets whole, please let me know. 

How do I get the  most economical postage costs?
Postage costs are calculated on a weight basis, with thresholds at 2kg, 5kg, 10kg, 15kg and 20kg.  To give you an idea of how you can make the most cost-effective order, sheets of tiles weigh between 0.75kg (vitreous glass tiles) and 0.95kg (Cinca ceramics).  So, two sheets of tiles plus packing materials will usually fall into the up-to-2kg class, 5 sheets of tiles plus packing materials will usually fall into the up-to-5kg class,  10 sheets plus packing materials will usually fall into the up-to-10kg class, and so on.   

Stock availability
If any of your items is out of stock, we will notify you by email or telephone and will either despatch the remainder of your items immediately, with the out-of-stock item to follow or, with your agreement, will hold the whole order until it can be sent out in its entirety.  Alternatively, we can give you a refund for the unavailable item or for the entire order.  

Returning items
If your items are damaged in any way, please contact us as soon as you can.  If appropriate, please email with any photographs.   If you consider that items are faulty, please also contact us as soon as you can, and email photographs where that is helpful.  Please note that items are not considered faulty where they do not suit your style of working.  In particular, we cannot accept returns of used tools.   We will not normally refund you for over-ordered items, but please contact us to discuss this.  We will only consider refunding undamaged full sheets of tiles and other products that have not been removed from their packaging. 

Carbon emissions
Almost all outgoing parcels are collected from Mosaic Workshop by the postman who delivers our mail, thereby avoiding  extra journeys and higher emissions.  Similarly, your parcel will be brought to your address by a Royal Mail driver who is already delivering in your area.  The Royal Mail claims to have the lowest emissions of any major UK delivery company at 218g of  CO
2  per parcel.

Shipping is at your own risk
Due to the nature of our products, damage may occur in transit.  All orders are shipped at your own risk.
bottom of page