Deliveries & Returns – Designer Tile Company

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Vehicle Loading Guidelines

Drivers are responsible for manually loading their vehicles when required.
Orders must be collected in full, or in increments of full pallets only.
Pallets of tiles can only be loaded onto tray-top utilities or trucks that allow clear, unobstructed access for a forklift.
Pantech trucks and vans with barn-style doors must have appropriate anchor points for securing the load if forklift loading is required; otherwise, loading must be done manually by the driver.
Style-side utilities and vans with top-hinged doors are not compatible with forklift pallet loading and must be manually loaded by the driver.

Delivery Policy

Designer Tile Company delivers to customers in Greater Melbourne and selected regions of Victoria. We calculate delivery costs at checkout based on postcode and total order weight.

Large format panels (TREX6 range) and timber products do not qualify for standard website shipping. Please contact Designer Tile Company for a delivery quote via live chat, [email protected], or 03 9558 4933.

For interstate orders, please contact our tile experts for a personalised delivery quote via live chat, email, or phone. Orders outside selected delivery zones will not show a shipping cost at checkout, so customers must contact our team to arrange delivery.

We contact eligible customers after checkout within the same or next business day and arrange a suitable delivery time and date.

Most deliveries occur within 1 week of order placement, but stock availability may change delivery timeframes. For updates, please contact our team via live chat, email, or phone.

Delivery is curbside and contact-free. You must ensure the delivery truck can safely access your property. We will not complete delivery if access may damage the truck. Additional delivery fees may apply if delivery fails due to access issues or an absent receiver. Please protect tiles from weather damage after delivery.

All online orders must be collected or delivered within 30 calendar days after stock becomes available, and we apply cancellation fees if this timeframe is not met.

Click & Collect Information

If you place an online order, you can collect it from the locations below: Location 1 – Showroom: 1664–1666 Centre Road, Springvale VIC 3171, and Location 2 – Warehouse: 17 Healey Road, Dandenong South VIC 3175*. Not all products are available for warehouse collection, and we confirm pickup options after order processing.

After you place your Click & Collect order, our team contacts you during business hours to confirm when your order is ready and your collection location. Please allow 1–2 business days for preparation.

We require photo ID or a driver’s licence at pickup for verification, and we may also request the payment card used for the order. If a transport company collects your order, you must provide the invoice or sales order number and order name, and you must contact us after booking transport to confirm pickup time and date.

All online orders must be collected or delivered within 30 calendar days after stock becomes available, and we apply cancellation fees if this timeframe is not met.

Returns Policy

You have 14 working days from delivery or collection to return an item. We accept returns only when items are unused, in original packaging, and in resale condition. Customers must arrange and pay for return shipping to Designer Tile Company, and they must provide proof of purchase with all returns.

We apply a 20% handling, storage, and administration fee on all approved returns. We issue store credit or refunds for the purchase price (excluding GST), minus the 20% fee.

We do not accept partial returns, spare tiles, or leftover tiles. You must inspect all tiles before installation, and Designer Tile Company does not accept responsibility after installation begins. We do not cover incorrect installation, visible defects after laying, or incorrect product selection.

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