Delivery & Collections
At ROCCIA Outlet we offer either delivery or store collection. We advise ordering your tiles in plenty of time for your fitters to ensure everything arrives when you need it.
Collection from store
In-store collection is free on all orders, regardless of their value. Please enter your postcode in the checkout and select a preferred, convenient store to collect from. We'll update you via email, and in your my account online, when your order is ready for collection (up to 7 working days). You may also receive a call from the store.
Tile Deliveries
All of our tile products are delivered through a pallet service via a third-party courier and the cost is calculated on the weight of the order.
Once you have placed your order, it will go through a strict QC check before dispatch. Once dispatched the courier will be in touch with to book the delivery in for a day of your convenience. After this has been booked, you should receive a confirmation of the delivery date.
They will proceed to send you a 2 hour time slot for the delivery, you will receive this notification the day before and on the day of delivery. On the day you will also receive a call an hour before hand. We try our best to have all of our orders fulfilled and delivered on time, although due to using a thrid party courier, delays can happen which are out of our control.
In common with most pallet deliveries, our deliveries are made to the kerbside only.
This means they won’t necessarily be made to your driveway or front door. Delivery drivers are not insured to enter your property, open the pallet or physically handle any tiles.
Damages
We operate to extremely high standards, so we’re very sorry if there’s some damage to your order.
All orders leave our warehouse in perfect condition, but damage can sometimes happen in transit.
If you see or suspect damage of any description then please do the following within 24 hours of receiving your order.
- Sign DAMAGED on the delivery note
- Take photos of all damaged tiles
- Report the issue through our live chat service.
For sustainable reasons, we do recommend that damaged tiles are kept and used for cuts on your project whenever possible.
Once your have reported the damage, and your request has been received and approved, we can then dispatch free replacements or credit you for the cost of the damaged tiles.
Unfortunately we cannot issue and despatch free replacements until your request and photos have been received correctly.
Access issues
Please inform us in advance if there’s any local access issues such as narrow lanes, repair works or road closures. This way, we’ll be able to make alternate arrangements if required, so there’s no delay to your delivery.
There may be an extra charge if a smaller vehicle or re-delivery is required - we’ll discuss this with you, where necessary.
Cancelling Your Order
Need to cancel your order? Please contact us via the live chat with any cancellation requests.This needs to be done within 2 hours of placing the order.
Changing Your Order
Need to amend your order? Please contact us via the live chat with any change requests.This needs to be done within 2 hours of placing the order. Otherwise, redelivery charges will apply.
Late Deliveries
Please note that very occasionally, there may be a delay to your delivery that’s outside our control. This is usually down to events such as bad traffic or weather conditions. In this case, we’ll do our very best to let you know.
We cannot be held liable for any costs arising from a delayed delivery, so we would highly advise not booking in tradespersons until after your order has been delivered.