Shipping policy

How our ordering process works

Athena Tiles operates on a quote-request basis. There is no live checkout on this website. When you submit a quote request, our team reviews it, checks availability with our supplier, and contacts you with a confirmed quote including all charges before any order is placed.

Once your quote is confirmed and agreed, we place the order on your behalf and keep you updated through to delivery.

Our order process step by step

  1. You submit a quote request through the website
  2. Our team checks availability of all items with our supplier
  3. We contact you if any items are unavailable or if we need further information
  4. We confirm your order and all delivery charges with you in writing
  5. Once confirmed and agreed, your order is placed and dispatched
  6. We provide you with delivery information or tracking details once your order is on its way

Please allow time for this process when planning your project. We will always aim to respond to quote requests promptly.

Delivery timescales

We are unable to guarantee specific delivery dates until your order has been confirmed and placed with our supplier. As a general guide, please allow up to 5 working days from order confirmation for standard delivery.

If you need delivery by a specific date, please let us know when submitting your quote request and we will do our best to accommodate this.

Orders must be confirmed by 2:00pm on a working day for next-day delivery to be considered, subject to stock availability. Next-day delivery carries an additional charge of £10 and must be agreed at the point of order.

Delivery area

We deliver to UK mainland addresses only. We are unable to deliver to the following locations:

  • Northern Ireland
  • Republic of Ireland
  • Isle of Man
  • Isle of Wight
  • Channel Islands
  • Other offshore UK territories

Customers in the Scottish Highlands and Islands should contact us before submitting a quote request, as delivery to some postcodes in these areas may be subject to additional charges or extended lead times. Please get in touch and we will confirm whether we can deliver to your address.

Delivery charges

Delivery charges are based on the total confirmed order value excluding VAT:

  • Orders over £200 (ex. VAT) — free delivery
  • Orders between £100.01 and £199.99 (ex. VAT) — £25 delivery charge
  • Orders under £100 (ex. VAT) — £40 delivery charge

All prices are subject to VAT at the prevailing rate. Delivery charges will be confirmed in your written quote before any order is processed.

Next-day and expedited delivery

An additional charge of £10 applies where next-day delivery is requested. Orders must be confirmed by 2:00pm on a working day for next-day delivery to be possible. This is subject to stock availability and must be agreed at the point of order confirmation.

Pallet deliveries

Larger orders may be delivered by pallet courier. The following conditions apply to all pallet deliveries:

  • Delivery is to a kerbside location only. Drivers are not permitted to enter your property.
  • The delivery surface must be solid and flat.
  • Delivery is to ground-floor level only.
  • Someone must be available to receive the delivery. If delivery cannot be completed on the first attempt, a redelivery charge of £25 will apply.

Failed delivery and redelivery

If a delivery cannot be completed on the first attempt for any reason, including no one being available to receive the goods or unsuitable access, a redelivery charge of £25 will apply before a second delivery is arranged.

Signing for delivery

By signing the delivery note you are confirming acceptance of the goods. Please inspect your order carefully before signing. If you notice any visible damage to packaging, please note this on the delivery documentation before signing.

Damages and shortages

Please inspect your order as soon as it has been delivered. Any damages or shortages must be reported to us within 24 hours of delivery. Claims raised after this period may not be accepted.

Please retain all original packaging until your order has been fully checked. We strongly recommend that all tiles are inspected and verified before installation. We cannot accept liability for costs arising from tiles that have already been installed and are subsequently found to be damaged or incorrect.

To report a damage or shortage, please contact us at orders@athenaluxurytiles.co.uk with your order reference and photographs of the issue.