Policy

Delivery Policy

We offer free delivery on orders above £399 to most UK mainland postcodes. Orders under £399 are subject to a delivery charge, which is calculated at checkout once you enter your postcode. Every order is checked before dispatch to make sure it leaves us in good condition.

Delivery Charges & Options

  • Standard Delivery: Orders under £399 are subject to a delivery charge, calculated at checkout after you enter your postcode.
  • Delivery Surcharges: Some areas may attract an additional delivery surcharge. Enter your postcode at checkout to see the applicable cost for your address.
  • Specialised Delivery Options: Express delivery, date or time-specific delivery slots and Hi-Ab/crane offload services may be available at checkout for an additional fee.
  • Collection: Collection from our warehouse may be available on request. Please contact us before travelling so we can confirm availability and arrange collection.

All delivery dates and services are subject to availability. Delays may occasionally occur due to circumstances outside our control.

Please wait until your goods have arrived and been fully checked before booking tilers, contractors or other tradespeople.

Rovere cannot accept responsibility for costs, delays or other losses resulting from appointments arranged against an estimated delivery date.

Delivery Timings & ETAs

  • Standard deliveries take place between 8:00am and 6:00pm, Monday to Friday. Morning or afternoon delivery windows may be available at checkout for an additional fee.
  • Tracking information is sent by email once your order has been dispatched, and usually becomes active on the morning of your scheduled delivery date.

Pallet Deliveries

  • Orders are delivered on pallets by Heavy Goods Vehicles (HGVs), with a manual pump truck. Deliveries can only be made to kerbside locations with a flat, hard and smooth surface, such as concrete or tarmac.
  • Pump trucks cannot operate on grass, gravel, steep inclines or unpaved driveways. Where the surface is unsuitable, the driver will leave the pallet at the nearest safe and accessible kerbside point to your property.
  • Delivery drivers are not insured to enter private residences or manoeuvre goods inside your property. If you instruct a driver to move a pallet onto private property, such as a driveway, this is done entirely at your own risk.
  • Please tell us in advance if your delivery location has restricted access – such as narrow roads, low-hanging trees, sharp bends or heavy street parking. Notifying us early allows us to dispatch an appropriately sized vehicle and helps avoid a failed delivery.

Accepting Goods

  • Receiving Goods: All deliveries require a signature. Please ensure an adult is available to receive your order on the scheduled delivery date.
  • Inspecting Goods: If you notice visible damage to the outer packaging, or cannot inspect the pallet properly at the time of delivery, please sign the delivery note clearly as “DAMAGED”. Take clear photographs of the pallet before it is unwrapped.
  • Redelivery and Storage Fees: If delivery cannot be completed because no one is available to sign, or because access is obstructed without prior notice, a £40 redelivery charge per pallet will apply. Storage charges may also apply depending on the length of the delay.
  • Handling Heavy Goods: Deliveries are made by a single driver, who cannot manually move items from the pallet into your home or garden. Please arrange suitable assistance to unload and move heavy goods safely. Any manual assistance requested from the driver is entirely at your own risk.
  • Packaging Disposal: Drivers cannot remove wooden pallets, wrapping or other packaging materials. Disposal of all packaging remains the customer's responsibility.

Damages & Claims

  • Ordering Extra: We package and quality-check every item carefully, however, due to the heavy and fragile nature of stone and tile products, minor damage can occasionally occur during transit. We recommend ordering an extra 10–15% to allow for cuts, site wastage and any minor transit damage.
  • Inspection: Please inspect the external condition of your delivery immediately. If visible damage is present, sign the delivery note as “DAMAGED” and take multiple clear photographs showing the pallet and goods as they arrived.
  • Safe Handling: Please unwrap and handle heavy or fragile materials with care. Damage caused during unloading, unwrapping or handling on-site after offloading is not eligible for a transit claim. Claims apply strictly to damage sustained in transit. We recommend taking photos or a video as you unwrap the goods.
  • 72-Hour Reporting Window: You have 72 hours from the time of delivery, including weekends and public holidays, to fully unwrap, count and report any transit damage. All claims must be submitted in writing to customercare@rovere.co.uk.
  • Claim Submission: For legal and record-keeping accuracy, claims must be submitted by email only. Reports made by phone, live chat or social media will not be logged as official claims, and you will be asked to submit your claim in writing via email.
  • Single Claim Submission: Please inspect all items thoroughly before submitting your claim, as we accept only one consolidated claim per order. Your email should include the exact quantity of damaged pieces and clear, well-lit photographs. Claims lacking photos or complete information may be deemed invalid after 7 days, even if first reported within the 72-hour window.
  • Handling Damaged Items: Please do not install, fit or dispose of any damaged items before receiving written instructions from us. Doing so implies acceptance of the goods in their delivered condition and will forfeit your eligibility for a refund or replacement. Damaged items may also need to be retained for inspection or collection by our logistics partner.

Legal Liabilities for Damages & Claims

This policy forms part of our terms of sale at checkout. Nothing in this policy affects or limits your statutory rights under the UK Consumer Rights Act 2015. Our liability regarding transit damages and defects is as follows:

Replacements or Refunds

(Transit Damage)

  • Damaged pieces will be replaced or refunded on a pro-rata basis where the damage is reported within our 72-hour reporting window and supported by clear photographs.
  • Claims reported after 72 hours but within 30 days may still be considered where there is clear evidence that the damage occurred in transit, such as a sealed pallet showing signs of internal transit damage or broken original strapping.
  • Damage caused while moving, unloading or unwrapping goods is not eligible for a transit claim.
  • Claims submitted between 72 hours and 30 days without clear evidence of transit damage will not qualify for a free replacement or refund, as stone and tile products can be damaged after delivery through handling or storage on site.
  • Claims reported more than 30 days after delivery are not eligible for a free replacement or refund. Where appropriate, issues or latent defects reported between 30 days and 6 months may be reviewed and a suitable remedy, such as discounted replacement stock, may be offered.
  • Damage caused during installation, cutting or fitting is not covered under our free replacement or refund criteria.

Natural Characteristics & Minor Variations

  • Natural stone, timber and porcelain products contain inherent variation. Differences in colour tone, veining, texture and finish, including riven surfaces or hand-split edges, are natural characteristics rather than defects.
  • Minor hairline fractures, micro-chipping or small flakes along the underside or edges of tiles and slabs are also not considered defects where they do not affect structural integrity or the final installed appearance.

Rejections & Returns Due to Damaged Goods

  • Damage to individual pieces does not make an entire order defective or faulty. In these cases, the affected pieces will be handled through replacement or partial refund.
  • An entire delivery cannot be rejected or returned at our expense solely because part of the order has been damaged in transit. If a full order is refused at the doorstep or returned because of localised damage, standard return delivery charges will apply in line with our Returns Policy.

Contact & Support

If you have any questions about your delivery, need help planning your order, or wish to report an issue, please contact:

Frequently Asked Questions

When will my order be delivered?

Standard deliveries take place Monday to Friday between 8:00am and 6:00pm. Tracking information is emailed once your order has been dispatched and usually becomes active on the morning of your scheduled delivery date.

Can I request a specific delivery date or time?

Morning or afternoon delivery windows, date-specific and express delivery options may be available for an additional fee. These services are subject to availability and can be selected at checkout where offered.

What happens if I'm not available to receive my delivery?

The driver will usually call before or at the time of delivery and may leave the goods in an agreed safe and accessible location where appropriate. If delivery cannot be completed, redelivery or storage charges may apply.

What should I do if my goods arrive damaged?

Sign the delivery note as “DAMAGED”, photograph the pallet and goods before unwrapping, and report any transit damage to customercare@rovere.co.uk within 72 hours of delivery. Do not install or dispose of damaged items until we provide written instructions.

Where will my pallet be delivered?

Pallet deliveries are made to a suitable kerbside location with a flat, hard and smooth surface, such as concrete or tarmac. Pump trucks cannot operate on grass, gravel, steep inclines or unpaved surfaces.