Delivery & Returns 

Delivery Methods

Small Orders

Orders with small format items (less than 20kg) will be delivered by parcel carrier directly to your door.

Large Orders

For larger orders (anything above 20kg), deliveries will be made using a large curtain-sided lorry equipped with a tail lift, and will be kerbside-only. Please note that our drivers are unable to assist in moving goods into your property.

Delivery Costs

• Mainland UK: Starting at £12+VAT for boxes. For pallet delivery starting from £65+VAT and free of charge for samples. For any large deliveries please contact us at sales@keystoneco.co.uk. 
• Ireland, Highlands and Shetlands: Starting at £20+VAT for boxes. For pallet delivery starting from £100+VAT and free of charge for samples. For any large deliveries please contact us at sales@keystoneco.co.uk. 
• International Orders: For international inquiries, please contact us at sales@keystoneco.co.uk.

Access Issues for Large Pallet Deliveries

To ensure smooth delivery, please inform us if there are any of the following access issues:

• Low-hanging trees, narrow roads, or low bridges
• Narrow or obstructed gateways
• Lack of a turning point for the delivery vehicle
• Unfinished tracks, gravel driveways, or lack of a solid, flat surface for unloading

If access restrictions are not communicated in advance, or if delivery cannot be completed due to unattended premises, a re-delivery charge may apply.

Checking Orders Upon Receipt

• Please inspect all goods upon delivery. Once unloaded, the responsibility for the goods transfers to the receiver.
• Notify us within three working days of any issues so we can resolve them promptly.

Delivery Times

Deliveries are typically made between 9:00 am and 5:00 pm. Estimated arrival times (ETAs) cannot be provided ahead of time.

If you have concerns regarding your delivery, please contact us at sales@keystoneco.co.uk or call 02477 180 353.

Returns Information

Items eligible for return must meet the following conditions:

• Unused products in their original packaging
• Returned in full box quantities only

Non-returnable items include:

• End of Line or Clearance items
• Special or Made-to-Order products

How to Return Goods

1. Pre-Authorization: Please email sales@keystoneco.co.uk to obtain a return authorization number.
2. Return Process: This return number must be clearly marked on all packages, crates, and pallets.
3. Return Arrangements: Customers are responsible for arranging their own return courier, or goods can be dropped off directly at our warehouse:

Keystone Warehouse

204 Duggins Lane, Tile Hill, Coventry, CV4 9GP

Warehouse Hours: Monday - Friday, 8:00 am - 4:00 pm

Packing Your Return

• Carefully package returns, as tiles are fragile.
• We advise taking a photo of your packed items before dispatching to aid in any claims with your courier, should damages occur in transit.

Return Time Frame

Returns must be received within 30 days from the original delivery date.

Refund Information

As long as the returned goods arrive in resaleable condition, we will process your refund within three working days, minus a 15% restocking fee. Refunds will be issued to the original payment method.

Important Notes:

• Returns are accepted only for full boxes.
• Fragile items like tiles must be carefully packaged, as any transit damage is not Keystone's responsibility.
• Returns will only be accepted if we have stock of the same batch in our warehouse.
• Please follow the pre-authorization process for all returns, or your return may be refused.

Damaged or Incorrect Items

If items arrive damaged or incorrect, please notify us within three working days, including photographic evidence, at sales@keystoneco.co.uk. 

For any additional information or support, please contact sales@keystoneco.co.uk or call 02477 180 353. We are here to help ensure your experience with Keystone is seamless and satisfactory.