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Delivery and Returns

Our fully trained team are available to answer your questions on our products, their installation and maintenance. Please scroll through our Customer Care section to find out more about; typical lead times, surface, furniture and accessories delivery information and refunds. If you have any further questions please email Customer Services or call on +44 (0)1423 400 200.

Typical Lead Times

This sets out the indicative lead time from order receipt.

For each product we have indicated a typical lead time. For our surface ranges that we don’t currently stock, this is designed as a guide on the time taken from the point of order to when we receive the goods into our warehouse in Harrogate. Once the goods have been received into Harrogate the typical delivery options and timings are applicable.

For furniture pieces, our items are made to order so this time frame is an indication of the level of craftsmanship, care and attention that goes into each and every furniture piece that we make.

Typical Lead Times are a guide only and cannot be taken as a guarantee on delivery dates and times as these may be affected by circumstances outside our control.

If you are concerned about timings on your order, please email our Customer Services team or phone +44 (0)1423 400 200.

Surface Delivery

Surfaces - Standard Delivery

For customers who order 100 SQM/1076 SQFT or over we will contact you directly either by phone or email on receipt of your order, to arrange delivery. This is to ensure our delivery vehicles have suitable access on site.

For customers who order under 100 SQM/1076 SQFT surfaces are split between natural stone tiles and porcelain and delivered within 4-5 working days of receipt of order for stocked products or within 4-5 days of us receiving the goods into our warehouse.

Our surface orders are packed in wooden crates and charged at a pallet rate.

Please note that we round up to the whole pallet.

Calculating Delivery Costs

We are able to offer a 4-5 working day delivery service for our surfaces with an additional charge of £50 per pallet for delivery on a Saturday. The price is worked out based on the number of pallets and the postcode zone of the delivery address.

Zone 1 – Price per pallet £40

Zone 1 Postcodes: B, BB, BD, BL, BS, CB, CH, CV, CW, DE, DN, DY, GL, HD, HG, HP, HX, L, LE, LS, LU, M, MK, NG, NN, OL, PR, S, SK, ST, SY1-6, TF, WA, WF, WN, WR, WS, WV

Zone 2 - Price per pallet £44

Zone 2 Postcodes: AL, BH, BN, CM, CO, DH, FY, HR, HU, IP, LN, ME, NE, NP, NR, OX, PE, PO, RG, RH, SG, SL, SN, SO, SP, SR, SS, TS

Zone 3 - Price per pallet £46

Zone 3 Postcodes: DA, EN, HA, IG, RM, TW, UB, WD

Zone 4 - Price per pallet £52

Zone 4 Postcodes: BA, BR, CF, CR, CT, DL, KT, LA, SM, SY7+, TA, TN8-16, YO

Zone 5 - Price per pallet £59

Zone 5 Postcodes: CA, DG, DT, EH, EX, FK, G, GU, KA, KY, LD, LL, ML, PA, PL, SA, TD, TN, TQ, TR

London - Price per pallet £60

London Postcodes: E, EC, N, NW, SE, SW, W, WC

Zone 6 - Price per pallet £81

Zone 6 Postcodes: AB, DD, PH

Zone 7 - Price per pallet £86

Zone 7 Postcodes: IV, KW, PA, PH

Surfaces - Delivery Method

All surface orders are delivered on a large lorry. Please note it is important, therefore, that any restricted access details are advised prior to your order being placed. If you are concerned about access please contact our customer services team on + 44 (0)1423 400 200.

Your order will be placed, at the driver’s discretion, to the nearest safest point to the property; this may be on the drive or at the curb side. The delivery driver cannot help handle the goods, so it is essential for you to arrange for a responsible individual to be present to receive the order.

We will endeavour to deliver at the agreed time however, we cannot guarantee delivery dates and times as these may be affected by circumstances outside our control. For this reason we are unable to accept responsibility for lost working time and recommend goods are ordered well in advance of any project start dates.

If we are unable to gain access to the agreed delivery address we will return the goods to our warehouse and make contact with you to re-arrange delivery. Unfortunately in these circumstances we will have to charge you a further delivery fee.

We carry the risk of loss or damage to the products until you sign for them upon receipt, we therefore recommend that you inspect the product thoroughly at this time to ensure you are happy that the goods have not been damaged in transit and all items are present. Goods identified as damaged on delivery will be taken away at that point.

Care needs to be taken when unpacking all stone tiles as spacers may need to be removed from the packaging before the tiles are lifted out. Tiles should always be stacked and stored vertically (on edge) but not on a hard surface as this causes unnecessary edge chipping.

Surfaces - Delivery Restrictions

Please note that the following postcodes will incur a higher delivery cost which are based on your exact location and the products contained within the order. Orders to these locations cannot be processed on the website as the delivery charge needs to be quoted on a case by case basis.

BT, Eire, GY, HS, IM, IV, JE, KA, KW, PA, PH, PO, ZE

We are currently unable to deliver online orders outside of the UK with our standard delivery solution. Please contact your nearest showroom to discuss your order and delivery requirements if you require international delivery.

Customer service – +44 (0)1423 400 200

Furniture Delivery

Furniture - White Glove Service

The majority of our furniture pieces are made to order and will be delivered by a bespoke carrier service within 14 working days of your order being completed. The customer service team will be in touch to agree a date and time for the delivery. Please make our team aware of any access and delivery concerns that you may have at this point.

Calculating Delivery Costs

The delivery costs are calculated based on the number of goods, the weight and the number of men required to lift each element.

Furniture - Delivery Method

Your order will be delivered into your property and assembled as necessary in a location of your choosing. All crates and packing material will be removed by the driver.

If we are unable to gain access to the agreed delivery address we will return the goods to our warehouse and make contact with you to re-arrange delivery. Unfortunately in these circumstances we will have to charge you a further delivery fee.

We carry the risk of loss or damage to the products until you sign for them upon receipt, we therefore recommend that you inspect the product thoroughly at this time to ensure you are happy that the goods have not been damaged in transit and all items are present. Goods identified as damaged on delivery will be taken away at that point.

Furniture - Delivery Restrictions

Please note that the following postcodes will incur a higher delivery cost which are based on your exact location and the products contained within the order. Orders to these locations cannot be processed on the website as the delivery charge needs to be quoted on a case by case basis.

BT, Eire, GY, HS, IM, IV, JE, KA, KW, PA, PH, PO, ZE

We are currently unable to deliver online orders outside of the UK with our standard delivery solution. Please contact your nearest showroom to discuss your order and delivery requirements if you require international delivery.

Accessories Delivery

Accessories

Our accessories products will be dispatched by us and delivered by our courier service. DPD will contact you directly with confirmation of your delivery dates and times.

In the case of our Accessories we are able to dispatch orders overseas, please note for some locations that will mean a longer delivery time.

Zone 1

Priced at £12 per parcel based on a 2 working day service.

England, Scotland & Wales excluding Scottish Highlands and Islands, Northern Ireland, Channel Islands

Zone 2

Priced at £18 per parcel and based on a 3 working day delivery service.

Isle of Man, Scottish Highlands and Islands, Scilly Isles

This only applies to orders placed before midday.

Zone 3

Europe is split into two weight categories 5KG and under 30KG and provides a range of delivery times depending on location.

4-5 Working Days

Austria, Belgium, Denmark, France, Monaco, Germany, Luxemburg, Netherlands, Switzerland.

6-8 Working Days

Bulgaria, Croatia, Czech Republic, Estonia, Finland, Greece, Hungary, Italy, Latvia, Lithuania, Poland, Portugal, Republic of Ireland, Romania, Slovakia, Slovenia, Spain, Sweden.

Zone 4

Deliveries to ROW are charged by the Kilo.

3-7 Working Days

Canada

3-11Working Days

United States of America

Accessories - Delivery Method

Delivery of your accessory items will be to the door, please note that some of our larger decorative pieces are heavy and you will need to ensure that you are prepared to receive these items.

We carry the risk of loss or damage to the products until you sign for them upon receipt, we therefore recommend that you inspect the product thoroughly at this time to ensure you are happy that the goods have not been damaged in transit and all items are present. Goods identified as damaged on delivery will be taken away at that point.

Refunds

Surface Products and Furniture
(EXCLUDING SPECIAL ORDER ITEMS)

Should you wish to return your order following delivery we ask you to inform us within 14 working days of receipt of the goods. We ask that you take reasonable care to ensure the goods are returned to us unopened, unused and in their original packaging, where possible.

Please confirm your return of goods by calling our Customer Services team on + 44 (0)1423 400 200 within 14 working days of receipt.

Please note that the cost of returning the goods once delivered is at your own cost and risk. We recommend that you use a recorded delivery service as we cannot be held responsible for any loss or damage while the goods are in transit.

All goods confirmed for return must reach Lapicida within 14 days. However, if returned goods are lost or damaged in transit, we reserve the right to charge you for the goods that have been lost or damaged.

In the unlikely event that the goods do not conform to these terms, please let us know as soon as possible by contacting our Customer Services team on +44 (0)1423 400 200.

In this case, Lapicida reserve the right to either; inspect the goods at the original delivery location, collect the goods on a date agreed between the parties, or ask you to return the goods to us.

If the goods are found by us to be defective, and we have asked you to return the goods to us at your cost we will reimburse you for third party delivery costs involved in the return.

If you exercise your right to return your order, any refunds due will be refunded within 14 days of receipt of goods.

This policy does not affect your statutory rights, for more information about your statutory rights, please contact your local Citizen’s Advice Bureau or visit their website at www.citizensadvice.org.uk.

Accessories

You may return goods for a full refund at any time up until 14 days after the day you receive the order. Please confirm your return of goods by calling our Customer Services team on + 44 (0)1423 400 200.

You must return the goods to us in the same condition in which you received them and at your own cost and risk. Goods should be returned to our Head Office in Harrogate.

Engraved, personalised or special order items are non-refundable. This does not affect your statutory rights.

Refunds will be processed within 14 working days of either us receiving the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner. Refunds will be sent to the same card used to pay for your purchase.

All goods returned must be in a perfect and saleable condition with original product packaging and instructions where appropriate. If the goods do not reach us in a perfect and saleable condition, and in their original packaging, then your right to a full refund may be affected.

If returning by post, the parcel and its contents are your responsibility until they are received by us. The cost of returning the goods is at your expense.