Delivery & Refunds

Due to higher-than-normal demand, please allow up to 10 working days for our team to prepare your order for collection/delivery. Our team is working hard to process and ship all orders as quickly as possible.

Delivery Information

Our delivery service is for kerbside delivery or made to the nearest accessible point outside your property. Our delivery partners will get your order as close your door as possible, but they cannot bring it inside for insurance reasons. Please ensure you have suitable help to carry the goods into your property as many of our products are heavy.

The majority of our tile and wooden flooring orders will be delivered on a pallet for safety, regardless of the order's weight.

If you need to have your order brought inside, please contact us well in advance to arrange a special delivery. This service comes with an additional charge and is subject to the schedule of our delivery partners. Organising this as early as possible will help to keep costs down and accounts for any potential delays.

Not every item can be delivered on a weight only basis and if this is the case with your order, the warehouse delivery team will alert you to any changes where possible. Some products are excluded from soft/light package deliveries and may require to be shipped at pallet rates.

Please ensure there is a dedicated, safe, level place to drop your products. If there are any access issues with your site please let us know prior to delivery. Remember your delivery could arrive by articulated truck so if it doesn't fit down your road, alternative methods may be required and there may be an additional charge involved. If we are not advised and a second delivery is required then additional delivery charges will accrue.

Please note: Acceptance by us of a payment made by you in connection with any products does not constitute our acceptance of your order. A legally binding contract is not formed until you receive our order confirmation email and we will not be obliged to supply products to you until then.

Delivery Time Frames

Please allow 1 to 3 working days for our team to pick and get your order ready. We aim for the delivery of your order within 5 to 7 working days. The delivery of special, bespoke, or custom orders may have a longer lead time. If you need it faster please get in touch with us and we will try to do our best to accommodate you.

Please note that once your order is on its way, we are unable to change the delivery address.

Possible Delays

We do our best to ensure the timely delivery of all orders, please bear in mind that we provide an estimated delivery date. On the rare occasion, your order can arrive outside of the estimated time frame. We aim to meet our delivery times, but during busy periods (including Sale, Bank Holidays, Christmas etc.) lead times may be longer. During spells of bad weather, conditions may mean that these delivery services are not available. However, we will always work hard to keep these temporary delays to a minimum.

Due to the possibility of delays, please do not book fitters until your order has arrived as Delforno Tiles are not responsible for any loss of fitters time due to delivery delays. 

Pre-Orders

Pre-order items will be processed like a normal order, but shipped at a later date. Date will be specified on the relevant product page and you will receive a confirmation email once your order has been shipped.

For orders that contain an in-stock item(s) your order may be held back until the pre-order items are in stock, unless you request it to be delivered ahead of time.

Additional Information

• Access Restrictions: Please inform us of any property access restrictions to ensure suitable delivery arrangements can be made. This includes but is not limited to narrow or weight-restricted roads, low-hanging trees, properties situated on steep inclines or with steps, which may pose a challenge for standard delivery methods due to health and safety precautions.
• Kerbside Delivery: Delivery is strictly kerbside, to the nearest accessible location in case of obstructions or hazards like steps or uneven paths, gravel, grass and sand are usually not suitable surfaces for the delivery of pallets.
• Delivery Contingency Plan: In the unlikely event that we are unable to deliver to your chosen address due to access or vehicle restrictions, we will make every effort to contact you at the earliest opportunity. Our team will discuss suitable alternative delivery options with you, ensuring minimal disruption and inconvenience.
• Tailored Delivery Solutions: Our courier does not offer an assisted delivery service as standard. However, we are happy to look into an alternative premium service tailored to your specific needs upon request, a minimum charge of €195 plus your standard fee will apply.

Receiving Goods & Possible Damages

It is imperative that when your order is delivery that you or an adult representative is on site to take receipt of and sign for the goods. It is important to check your order and sign your delivery docket on receipt. Dockets marked unchecked cannot be accepted. Our delivery partner has been allocated sufficient time for you to check your delivery for any damages that may occur. Do not feel rushed into signing for material you have not checked. 

• Damage Inspection: Upon delivery, inspect for damage. If there is damage present, sign your delivery docket as 'damaged' and photograph before unloading.
• Damage Reporting: Report damages within 24 hours. We can accept only one damage claim per order.
• Installation and Returns: Please review your order thoroughly before installation. We cannot accept returns or claims once installation has commenced.
• Order Amendments: Orders cannot be changed after dispatch. Ensure accuracy in delivery details and items before dispatch.
• Cancellation and Missed Delivery Fees: A €60 fee per pallet applies for cancellations after dispatch or for refused or missed deliveries.

If you notice damage to your products, inform the delivery driver, sign your delivery docket as 'damaged' and photograph before unloading.

If you notice damage after the driver has left, inform tour Customer Service team within 24 hours along with relevant photographic evidence. We’ll inspect the items and arrange for a replacement. Don’t dispose of damaged items before we’ve had a chance to inspect them. Doing so will affect our ability to replace them.

On the rare occasion that your order is missing items, please get in touch with us immediately, and we will arrange for a new delivery as quickly as possible.

Delivery Charges

Below is a rough estimate of our delivery charges. Charges apply to delivery in the Republic of Ireland only. Please contact us for delivery outside the ROI. Even within ROI some areas are more expensive to deliver to or have a slower service, when in doubt let us check it out.

If you have any questions regarding the delivery of your online order, please contact info@delforno.ie

Click & Collect Orders

Collection of your Click & Collect order at our Cork or Dublin showrooms is by appointment only. Please do not attend our showroom to collect your order without prior notification from our team first.

Currently, there is a €38 fee for collecting your order from our showrooms. 

Customers in France, Germany, Belgium, Netherlands, Denmark, and Poland please contact our showroom for our delivery rates to your country, or alternatively, can collect their orders from our Macroom Warehouse. The address is:

Delforno Warehousing
Bowl Road Macroom
Sleveen East
Cork
P12 YD25

When collecting your order please make sure you have relevant ID and your order confirmation email. If you have nominated someone other than yourself to collect the order, we will require your authorisation beforehand otherwise your order won't be released.

Orders can be held for an allotted period of time, if agreed to by our team. If you have not collected your order within 10 days of being notified it is ready to collect, it will be returned to our warehouse until you arrange for collection again. Please note you will incur an additional charge if it has to be sent to our showroom for a second time.

If you need to modify your Click & Collect order at any time please contact us on 021 431 8023 (Cork) or 01 525 6868 (Dublin). Or email us at info@delforno.ie.

Returns & Cancellations

We want you to be happy with your tile and wooden flooring purchases. If you wish to cancel a web order or return goods, please contact us as soon as possible at marketing@delforno.ie.

This policy sets out our discretionary returns terms alongside your statutory rights. Nothing in this policy limits your rights where goods are faulty, damaged or not as described.

Changing or Cancelling Orders

Please contact our customer service team at marketing@delforno.ie immediately if you wish to change or cancel your web order. For orders placed via the showroom, please direct your request to the showroom you placed your order. We prepare and dispatch orders daily, so we cannot guarantee that we can stop dispatch or make changes once processing has begun.

For cancellations accepted after an order has left our Macroom warehouse, a 25% restocking fee applies to the value of the goods being cancelled. Delivery and collection charges are non-refundable in these circumstances.

This applies whether the goods have been dispatched directly to your delivery address or transferred to your chosen collection point at our Dublin or Cork showroom - even if you have not yet collected them.

How to Return an Order

To initiate a return, you must email us at marketing@delforno.ie with your order number and details of the goods you wish to return. Our team will provide return instructions. All returns must be sent to our warehouse. Returns cannot be accepted at our showrooms.

Warehouse Address:

Delforno Warehousing
Bowl Road Macroom
Sleveen East
Cork
P12 YD25

General Return Conditions

Where statutory cancellation rights do not apply, returns are subject to our approval and the following conditions:

• Your full order must be returned within 14 days of purchase; we do not accept leftover materials or partial-order returns.
• Goods must be unused, in their original, unopened and undamaged packaging, and in a resalable condition.
• You are responsible for arranging and paying for safe transport back to our warehouse.
• Adhesives, grouts, primers and other fitting materials are not eligible for discretionary returns.
• Special, bespoke and custom orders cannot be cancelled or returned once processed, unless faulty or damaged.
• Returns accepted after dispatch are subject to a 25% restocking fee described above, with no refund of delivery or collection charges.

Refunds

For discretionary returns, we will inspect the goods on arrival and confirm whether they meet our return conditions. Any approved refund will be reduced by the applicable restocking fee, and delivery or collection charges will not be refunded.

Statutory cancellation refunds will be made using your original payment method, within the legally required timeframe; we may withhold the refund until the goods are returned to our main warehouse in Macroom.

Goods Not Accepted

If goods returned under our discretionary policy do not meet the return conditions, we will explain why a refund cannot be issued and contact you to arrange collection. All goods must be returned to our Macroom warehouse and cannot be returned to our Dublin or Cork showrooms. Please arrange collection within seven days of notification. Any storage or disposal arrangements will be handled in accordance with applicable law.

Faulty or Incorrect Goods

If your goods arrive faulty, damaged or not as described, please contact marketing@delforno.ie promptly with your order details and photographs.

These claims are handled separately from change-of-mind returns, and the discretionary restocking fee and return-cost conditions do not restrict your statutory rights.