To successfully buy tiles in Kenya, you must understand two logistical realities. First, most suppliers' 'free delivery' services conclude at your site's gate. Second, breakage guarantees depend on your immediate inspection of the goods. Grasping these points protects your budget from surprise labour costs and ensures any damaged tiles are replaced promptly, keeping your project on schedule. When you are ready to start your project, you can browse our online tile shop for a wide selection of options.
Understanding Kerbside Delivery Terms in Nairobi
The term "free delivery" can be misleading if you picture boxes of tiles being carried into your home. In Kenya's logistics system, this service typically covers the journey from the showroom warehouse to your property's main entrance or gate. This is the practical reality of last-mile delivery.
For example, when a lorry arrives at your new build, the driver and their assistant will offload the pallets onto the kerbside. The responsibility for moving those heavy boxes into the house, up a flight of stairs, or to a specific room falls to you and your site team. Factoring in the cost of labour for this internal movement is a crucial step in accurate project budgeting. You can use a tile calculator to help estimate material quantities and associated costs.
The Tile Breakage Guarantee and Claims Process
A primary concern when ordering tiles for delivery is receiving a pallet of broken material. A transparent breakage guarantee is non-negotiable. Reputable suppliers absorb the risk of transport damage, but this protection is contingent on your adherence to a clear claims process.
Breakages, though rare with professional packing, can happen on Kenyan roads. Our policy is straightforward: we will replace any tiles that arrive broken, provided the damage is reported correctly. This assurance means you do not bear the financial loss of goods damaged before they are in your possession.
Our Breakage Claim Process
| Step | Action Required | Critical Timeframe |
|---|---|---|
| 1. Initial Inspection | Inspect boxes for visible damage before signing the delivery note. Note any crushed corners or rattling sounds with the driver. | Immediately, upon driver's arrival. |
| 2. Detailed Check | Open and inspect the contents of several boxes from the delivered batch. Check for cracks, chips, or other defects. | Within 24 hours of delivery. |
| 3. Documentation | Take clear photographs of the damaged tiles and the packaging. A picture of the delivery note with your comments is also helpful. | Within 24 hours of delivery. |
| 4. Official Report | Email the photos and a description of the damage, along with your order number, to our customer service team. | Within 24 hours of delivery. |
Delivery Lead Times and Scheduling in Kenya
Once your order is confirmed, standard delivery within the Nairobi metropolitan area is typically scheduled within 24 to 48 hours. For projects in outlying areas or other counties, lead times will be longer, and this will be communicated clearly at the point of purchase.
We understand that construction timelines can be tight. For urgent requirements, we offer an expedited, same-day delivery service for an additional fee, subject to stock availability and order confirmation time. This service is designed to prevent costly downtime when your fundi is on-site with all the necessary tile adhesives and grout, ready to begin work.
Site Access and Correct Tile Storage Procedures
Smooth delivery depends on clear access. Before the delivery day, consider if a large lorry can navigate your street and easily approach your property. For sites in congested areas or with narrow access lanes, please inform our logistics team so we can arrange for a smaller vehicle if possible.
You must ensure there is a clear, safe, and level area for offloading. Once offloaded, tiles must be stored correctly. Stack boxes on a flat, dry surface, away from direct rain or extreme sun, to prevent moisture damage to the packaging or warping of the tiles before installation.
Mandatory Post Delivery Inspection Checks
A thorough inspection upon delivery is your primary quality control check. This goes beyond just looking for breakages. You must verify that the product delivered matches your order in every detail.
- Shade & Batch Number: Check that all boxes are from the same batch number to ensure colour consistency. A slight variation between batches can be jarring on a finished floor, especially with marble effect tiles where patterns must align.
- Size & Calibre: Confirm the tile dimensions are as ordered. Tiles are sorted by calibre (exact size), and mixing calibres can result in uneven grout lines.
- Quantity Check: Count the boxes to ensure the quantity matches your delivery note. Do this before the driver leaves.
Any discrepancies must be noted on the delivery document and reported to our team immediately. Issues reported after the 24-hour window, or after the tiles have been installed, are significantly more complex to resolve.
Tile Return and Exchange Policy Details
We understand that you may over-order, or a design choice may change. We have a return policy for regularly stocked tiles, though we cannot accept returns on special order items. You can return full, unopened boxes within a specified period, typically 7 days from the delivery date.
Such returns are subject to a restocking fee, which covers the administrative and logistical costs of processing the return. The tiles must be in their original, undamaged packaging. We cannot accept returns of leftover individual tiles or opened boxes.
Budgeting for High Rise Project Deliveries
For projects in apartment buildings or multi-storey commercial properties in areas like Westlands, Kilimani, or Upper Hill, the final delivery stage has a vertical component. Delivery to the gate is only the first step; moving hundreds of kilograms of tiles up to the 5th or 10th floor is a significant task.
This vertical transport is not included in standard delivery fees. You will need to budget for either hiring additional labour or making arrangements for using a service elevator if available. Acknowledging this cost upfront prevents it from becoming a surprise expense that strains your renovation budget for commercial tiles or residential flooring.
Your Consumer Rights When Purchasing Tiles in Kenya
Your confidence as a consumer is paramount. When you buy tiles in Kenya, your rights are protected by clear policies. You have the right to receive the exact product you ordered, in good condition, and within the agreed-upon timeframe.
Understanding the delivery and breakage policies before you pay is the key to a stress-free experience. Always ask for these policies in writing and ensure you are comfortable with the terms. A transparent supplier will have no hesitation in providing this clarity.
Our Commitment to a Transparent Delivery Process
Choosing the right tiles is about creating a specific function and feel in your home. This could be the solid, cool sensation of porcelain tiles underfoot on a warm day, or the way a polished finish reflects light around a compact bathroom, making it feel clean and open. Our role is to ensure the logistical process of getting those tiles to you is as reliable as the finished surface itself.
We commit to transparent communication regarding all our policies, from the realities of kerbside delivery to our firm commitment to replacing any tile that does not arrive in perfect condition. This clarity and support are the foundation of a successful project, allowing you to focus on achieving your design vision. For more practical advice, please visit our tiling resources section.
