Delivery
Christmas Delivery Dates:
The deadline for Christmas orders is midday December 19th, with delivery by December 22nd. Orders placed after this date will be processed in the new year. Please be aware that any orders made after midday on December 22nd won't be dispatched until January 5th, 2024.
Furthermore, our offices will be closed from December 21st and will reopen on January 2nd.
Order Confirmation:
As soon as you place your order, we will pre-authorise your card however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched straight away. If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.
Order Delivery
Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 5 working days. We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at sales@toyougroup.co.uk so that we can help.
For larger orders, deliveries will be on a pallet via kerbside delivery through a third-party service. Please note that, in accordance with our insurance policies, the delivery driver will not be able to provide assistance in carrying the order into your home. We recommend having someone available to help receive and transport the order into your premises for your convenience.
To ensure a smooth delivery process, kindly notify us in case the delivery of our products might encounter any access issues for large lorries. This includes situations such as narrow roads, low bridges, or inadequate parking space. Your prompt communication will enable us to explore suitable accommodations. Please be aware that re-deliveries may incur additional charges.
Where do we ship:
Our shipping zones are determined by our suppliers and the nature of our products. Here's how it works:
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England, Scotland, and Wales: For the majority of our products, we offer shipping exclusively to England, Scotland, and Wales.
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Tiles & Stone Cement Tiles: We extend our shipping services across the entire UK, including England, Scotland, Wales, Northern Ireland and the Republic of Ireland, for all our best tile products.
If you have any uncertainties about the shipping of your order, please don't hesitate to get in touch with our customer support team. We're here to assist you.
Please note that shipping details may vary for individual products.
Damages:
We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to sales@toyougroup.co.uk so that we can open an insurance claim on your behalf.
Cancellations & Refunds:
Any orders cancelled after 48 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.