Shipping policy

SHIPPING AND DELIVERY POLICY

Last updated: 3 August 2026

1. About This Policy

This policy explains how orders placed with:

FMV Services Ltd
Trading as FMV Tiles & Bathrooms

are processed, dispatched and delivered.

Nothing in this policy affects your statutory rights.

Delivery prices, services and times may vary depending on:

products ordered;
quantity;
weight;
dimensions;
delivery postcode;
stock location;
supplier location;
carrier availability; and
whether specialist or pallet transport is required.

The available delivery method and charge will be displayed at checkout before payment.

2. Contact Details

For delivery enquiries, contact:

Email: info@fmvtilesandbathrooms.co.uk
Telephone: +44 1737 949131
Exact international telephone format: +441737949131

Please include your order number when contacting us about an existing order.

3. Delivery Summary

Standard delivery: 4 - 6 working days
Express delivery: 4 - 6 working days, where available
Order processing: normally 1 - 2 working days
Delivery area: supported United Kingdom addresses

The exact phrase applying to the current Google Merchant Center delivery services is:

Delivery time: 4 - 6 working days

This delivery time applies to eligible standard and express parcel services currently configured with that delivery period.

Different delivery periods may apply to:

palletised goods;
full-length tile trims;
heavy or fragile goods;
supplier-dispatched goods;
made-to-order goods;
products with a stated lead time;
remote postcode areas; and
split consignments.

Any materially different estimate will be shown on the product page, at checkout, in the order confirmation or communicated to you.

4. Delivery Area

We currently deliver to supported addresses within the United Kingdom.

We do not currently offer general international delivery.

Some services may be unavailable or subject to a different charge or arrangement for:

Northern Ireland;
Scottish Highlands and Islands;
Isle of Man;
Channel Islands;
offshore islands;
remote postcode areas;
restricted-access areas; and
locations unsuitable for the delivery vehicle.

Where delivery is unavailable or requires a different arrangement, we will contact you before dispatch.

We will not impose an undisclosed mandatory delivery charge after accepting an order.

5. Order Processing and Handling Time

Orders are normally processed within:

1 - 2 working days

Processing or handling time begins after:

payment has been authorised;
all necessary information has been supplied; and
the goods are available for dispatch.

Working days are Monday to Friday, excluding UK bank holidays.

Orders placed during a weekend or bank holiday will normally begin processing on the next working day.

Some goods may have longer:

supplier lead times;
manufacturing periods;
preparation times;
import times;
warehouse transfer times; or
special-order times.

Where applicable, longer handling or lead times may be displayed on the product page, at checkout, in the order confirmation or communicated separately.

6. Standard Delivery Time

For eligible standard-delivery orders:

Standard delivery time: 4 - 6 working days

This is the delivery period currently stated for the relevant standard delivery service in Google Merchant Center.

Unless expressly stated otherwise, the 4 - 6 working days delivery time is measured from dispatch.

Order processing or handling time is normally an additional 1 - 2 working days.

Delivery times are estimates unless we expressly confirm a guaranteed delivery service in writing.

7. Express Delivery Time

Where express delivery is available:

Express delivery time: 4 - 6 working days

The express delivery option currently configured in Google Merchant Center uses the same 4 - 6 working days delivery period.

Express delivery is available only where displayed at checkout and is subject to:

product eligibility;
stock location;
order processing;
delivery postcode;
carrier availability;
order time; and
fulfilment arrangements.

The express charge does not create a guaranteed delivery date unless we expressly confirm that in writing.

If the actual express delivery time is changed in Merchant Center, the same updated delivery time must also be shown on this website.

8. Overall Delivery Period

Google Merchant Center may calculate estimated delivery using:

order cut-off time;
handling time; and
transit time.

Our normal handling time is:

1 - 2 working days

Our stated transit or delivery time for the relevant standard and express services is:

4 - 6 working days

Accordingly, customers should allow for both processing and delivery unless a product page or checkout displays a different total estimate.

Unless another delivery period has been agreed, consumer orders will be delivered without undue delay and normally no later than 30 days after the contract is formed.

9. Delivery Charges

The delivery charge available for an order will be shown at checkout before payment.

The charge may depend on:

products ordered;
quantity;
order value;
weight;
dimensions;
delivery postcode;
carrier;
stock location;
fulfilment location;
long-item transport;
specialist handling; and
pallet requirements.

Different products in one order may be assigned to different delivery profiles.

Where a delivery charge is shown incorrectly because of an obvious technical or pricing error, we may contact you before accepting or dispatching the order and offer the choice to:

proceed at the correct charge; or
cancel the affected order for a refund.

10. Standard Parcel Delivery Charges

For goods eligible for standard parcel delivery:

orders below £50 are charged £4.99;
orders of £50 or more receive free standard delivery; and
where available, express delivery is £6.99.

The service and price available for the order will be displayed at checkout.

Free standard delivery does not automatically include free express delivery.

11. Tile-Trim Samples

Delivery charges for qualifying tile-trim sample orders are:

£4.99 for orders from £3.50 to £17.50; and
£10.00 for orders from £17.51 to £35.00.

The applicable charge will be displayed at checkout.

Samples may arrive separately from full-length trims, tiles or other products.

12. Full-Length Tile Trims

Full-length tile trims require specialist transport because of their length and risk of damage.

Delivery charges are:

£59.00 for qualifying orders below £200; and
free delivery for qualifying orders of £200 or more.

Full-length trims may be delivered separately.

The delivery carrier may require:

a suitable unloading point;
clear access;
someone to receive the goods; and
assistance moving them after delivery.

13. Tile Delivery

For qualifying tile orders:

orders from £5 to £399.99 are charged £55.00; and
orders of £400 or more receive free delivery.

Some tile orders may require pallet delivery depending on:

quantity;
total weight;
dimensions;
packaging;
supplier;
warehouse;
postcode; and
carrier requirements.

The delivery method and charge will be displayed at checkout.

14. Pallet Delivery

For qualifying pallet orders:

orders from £5 to £399.99 are charged £120.00; and
orders of £400 or more receive free delivery.

Pallet delivery may apply to:

large tile orders;
adhesives;
grouts;
levelling compounds;
waterproofing products;
baths;
shower trays;
shower enclosures;
bathroom furniture;
vanity units;
basins;
toilets; and
mixed heavy orders.

Pallet delivery is normally made to the kerbside or nearest safe and accessible unloading point.

It does not normally include:

carrying goods inside;
delivery upstairs;
delivery to a particular room;
unpacking;
installation;
removal of packaging;
removal of pallets; or
removal of existing goods.

Customers must arrange suitable assistance to move heavy goods after delivery.

15. Carrier-Calculated Rates

Some goods use live carrier-calculated prices from providers such as Royal Mail or DPD UK.

The service and price may depend on:

product type;
package dimensions;
total weight;
delivery postcode;
carrier availability;
fulfilment location; and
order value.

The final charge will be displayed before payment.

16. Split Deliveries

Goods in one order may be delivered in separate consignments.

For example:

samples may arrive separately;
tiles may arrive separately from bathroom products;
supplier-dispatched goods may arrive separately;
parcels may arrive separately from pallets;
long tile trims may arrive separately; and
goods from different suppliers may arrive on different days.

We will not add a further delivery fee merely because we choose to split an order after checkout, unless a separate charge was agreed.

Separate consignments may have separate tracking details.

17. Large, Heavy, Long and Fragile Goods

Large, heavy, long or fragile goods may be delivered by a specialist carrier.

Drivers may not be permitted or insured to:

carry goods inside;
carry goods upstairs;
remove existing products;
unpack goods; or
assist with installation.

You are responsible for arranging sufficient help to move large or heavy goods after delivery.

18. Delivery Address

You must provide a complete and accurate delivery address.

Check:

property name or number;
street;
town or city;
postcode;
telephone number;
email address; and
access instructions.

We are not responsible for delays caused by inaccurate or incomplete information supplied by the customer.

Changing the address after dispatch may not be possible and may result in delay or additional carrier costs.

19. Access Requirements

Tell us before dispatch about restrictions such as:

narrow roads;
low bridges;
vehicle weight limits;
restricted parking;
controlled-access areas;
pedestrian-only roads;
gated entrances;
unsuitable driveways;
stairs;
lifts;
loading restrictions;
low cables or trees;
height restrictions; and
other obstacles.

Where a carrier cannot safely reach the address, delivery may be made to the nearest safe and accessible point.

Reasonable additional costs caused by inaccurate or undisclosed access information may be charged where legally permitted and actually incurred.

20. Delivery Appointments

Some pallet or large-product deliveries may require an appointment.

The carrier may contact you using the telephone number or email address supplied with the order.

Delivery windows are estimates unless expressly guaranteed.

You must ensure that someone authorised to receive the goods is present where required.

Reasonable failed-delivery, storage or redelivery charges may apply where failure was caused by circumstances within the customer’s control.

21. Safe-Place Deliveries

A carrier may offer delivery to a nominated safe place.

Safe-place delivery depends on:

the carrier;
product type;
product value;
size and weight;
weather;
security;
safe access; and
whether a signature is required.

Large, fragile or high-value goods may not be left unattended.

Where you specifically nominate a safe place and the carrier accepts that instruction, delivery may be treated as completed when the goods are left at that agreed location, subject to applicable law.

This does not remove rights relating to goods that were:

damaged before delivery;
missing;
incorrectly delivered;
left somewhere other than the agreed location; or
not delivered in accordance with the accepted instruction.

22. Delays

Delivery may be delayed by:

adverse weather;
traffic disruption;
road closures;
industrial action;
supplier delay;
stock shortages;
damaged stock;
vehicle breakdown;
carrier disruption;
public holidays;
system failures;
public emergencies; or
other circumstances outside our reasonable control.

Where a material delay becomes known, we will try to provide updated information.

Your statutory rights concerning late or failed delivery remain unaffected.

23. Installation Arrangements

Do not:

book installers;
remove existing products;
schedule plumbers or electricians;
begin construction work;
dispose of existing fixtures; or
make irreversible property alterations

until the entire order has arrived and been inspected.

Before installation, check:

all goods have arrived;
quantities are correct;
product references are correct;
sizes and variants are correct;
colours and finishes are correct;
components are complete;
tile batches are suitable; and
goods are free from visible damage.

24. Checking Goods on Delivery

Inspect the number and visible condition of packages as soon as reasonably possible.

Where packaging is visibly damaged, record this with the driver where possible.

Signing a delivery record does not remove statutory rights.

After delivery:

open packages carefully;
inspect goods before installation;
retain packaging until checks are complete;
photograph any damage;
check labels and references; and
report problems promptly.

Do not install or use goods that appear damaged, incorrect or incomplete.

25. Damaged Deliveries

If goods arrive damaged, contact:

Email: info@fmvtilesandbathrooms.co.uk
Telephone: +441737949131

Please provide:

order number;
affected product;
quantity affected;
photographs of the complete product;
close-up photographs;
photographs of outer and internal packaging;
photographs of delivery labels; and
confirmation of whether the product has been installed.

Retain the goods and packaging while we investigate.

Prompt reporting helps us investigate but does not remove statutory rights.

26. Missing or Incorrect Goods

If goods are missing or incorrect, contact us promptly.

Please provide:

order number;
details of what was expected;
details of what was received;
photographs of packages;
photographs of labels;
quantities received; and
details of any separate delivery expected.

We will investigate and arrange an appropriate remedy where we are responsible.

27. Failed Delivery

Delivery may fail where:

no one is available;
access is unsafe or restricted;
the address is incorrect;
delivery is refused without a valid product-related reason;
the carrier cannot contact the customer;
an appointment is missed; or
a suitable unloading location is unavailable.

Where failure is caused by circumstances within the customer’s control, reasonable costs actually incurred may be charged for:

redelivery;
return to sender;
storage;
specialist handling; or
another delivery attempt.

28. Refusing Delivery

Refusing delivery does not automatically cancel an order.

To cancel an eligible order, you must clearly notify us under our Returns, Refunds and Cancellation Policy.

Where delivery is refused because goods are visibly and seriously damaged or incorrect, contact us promptly and provide available evidence.

29. Collection

Collection is available only where expressly offered or agreed in advance.

Do not travel to collect goods until we have confirmed:

collection availability;
the collection address;
the agreed time;
that the order is ready;
order details required; and
vehicle or identification requirements.

You are responsible for using a suitable vehicle and securing goods safely.

30. Transfer of Risk

For consumer orders, responsibility for accidental loss or damage normally passes when:

you take physical possession; or
a person nominated by you, other than our carrier, takes possession.

Where you independently appoint a carrier not offered or arranged by us, responsibility may pass when the goods are handed to that carrier, where permitted by law.

31. Returns and Refunds

For information about:

cancellations;
unwanted goods;
return costs;
customer-arranged bulky returns;
faulty or damaged goods;
repairs;
replacements; and
refunds,

please read our Returns, Refunds and Cancellation Policy.

32. Business and Trade Customers

For business customers:

delivery dates are estimates unless expressly guaranteed;
risk may pass under agreed delivery terms;
failed-delivery costs may be charged where reasonably incurred;
goods should be inspected promptly; and
shortages or visible damage should be reported as soon as reasonably possible.

Nothing in this section excludes liability that cannot lawfully be excluded.

33. Changes to This Policy

We may update this policy to reflect changes to:

carriers;
delivery services;
delivery prices;
delivery areas;
delivery times;
Merchant Center settings;
products;
warehouses;
suppliers;
legal requirements; or
operating practices.

Delivery times and costs displayed on the website should remain consistent with our Google Merchant Center settings.

The current version will be published with an updated date.

34. Business Information