COVID-19 FAQs

All UK stores are open with precautions in place. Your health and wellbeing is our top priority, so we ask you to continue wearing a face-covering, use the hand sanitiser provided, and keep a safe distance from each other.

 

Q. Am I able to order online? 

A. Yes, you can place orders via our online shop: www.porcelanosa.com/uk/. Alternatively, you can contact your nearest showroom and place an order over the phone.

 

Q. I have an order pending — what will happen to it?

A. Your order will be processed as normal and delivered to the address provided. If there are any issues with your order, we will contact you using the contact details provided.

 

Q. I have problems when ordering online — what can I do?

A. If you are placing an order via the online shop and you see the following message: "We cannot deliver to your postcode. Sorry about the inconvenience", please sign in or create an account.

 

Q. Am I able to contact Customer Service if I have a query? 

A.Yes. At PORCELANOSA we strive to give the best service possible. If you have any questions or complaints regarding an online order or delivery, please contact us by phone on 01923 656777 or by email at online.store@porcelanosa.com. You can also contact your nearest store as staff are available to help – contact details can be found on our showroom locator page. We’d be delighted to help.

 

Q. Can I still use your delivery service?

A. Yes. Delivery is normal; you will be contacted to arrange a suitable delivery date.

 

Q. Are deliveries running on time?

A. Yes. However, if a problem occurs, we will contact you using the contact details provided.

 

Q. Are you changing your returns policy/process during this time? 

A. The procedure for returning items remains the same. Orders can be returned via drop off at one of our warehouses or we can collect them (charge may be applied).

 

Q. What precautions are your warehouse teams and couriers taking to prevent the spread of COVID-19?

A. We are constantly seeking advice from the government and are practising social distancing measures. There are limited staff allowed in one area at a time and between each member of the team and their station, there is a 2m space. Extra hand soap and sanitisers have been provided for all staff to use.

 

Q. How do I return a product?

A. Depending on where you purchased your product, you may be able to follow our returns policy. If this is not applicable, please contact customer service on 01923 656777.

 

Q. I have cancelled my online order — how long will it take to get my refund?

A. We are currently aiming to process all refunds from order cancellations within 14 days. If you haven’t received your refund within 14 days, please contact online.store@porcelanosa.com.

 

Q. Which of your showrooms are open?

A. All showrooms throughout the UK are open and are operating as normal with precautions in place. Opening times can be found on our showroom locator page.

 

Q. Are any of your warehouses open?

A. Yes. Our warehouses are still operating with special measures in place.