Shipping policy

General Supply of Products

You are responsible for reviewing your order both at the time of purchase and within two (2) business days of delivery. This includes checking dimensions, colours, shade variation, quality, quantity, and all other details listed on your order. Every tile must be inspected for colour consistency, sizing, and quality prior to installation. Once tiles are laid or fixed, this is deemed acceptance of the product and no claims will be accepted after installation. All measurements and quantities should be carefully confirmed with your tiler before finalising your order.

It is the customer’s responsibility to ensure the accuracy of product quantities before completing a purchase. All products supplied by Blackrock must be installed strictly in accordance with the manufacturer’s guidelines and in line with recognised industry standards. Blackrock accepts no liability for damage resulting from the use of acids for cleaning or from any method not recommended by the manufacturer.

Please confirm you have ordered sufficient quantities before installation begins. We cannot guarantee that additional stock of the same product will be available later, nor that it will be from the same batch or shade as your original purchase. If you require tiles to match a previous or existing order, you must notify us prior to placing your order.

Delivery of Tiles

By purchasing products, you agree to accept delivery of those goods. If you are unable to receive delivery, you must notify Blackrock before delivery is attempted. Any additional costs arising from failed delivery attempts or redelivery by couriers will be charged to the purchaser in full.

Blackrock will make reasonable efforts to deliver your order by the estimated delivery date (and within 12 business days) during standard business hours, 9:00am–5:00pm, Monday to Friday. However, delivery dates are estimates only and not guaranteed. Blackrock is not liable for delays caused by circumstances beyond its control, including but not limited to manufacturing delays, shipping disruptions, carrier delays, strikes, force majeure events, or other unforeseen events.

Any claims relating to incorrect supply, shortages, transit damage, or invoice discrepancies must be submitted within two (2) business days of delivery. Claims made after this timeframe will not be considered. For goods damaged during transit or delivery, photographic evidence is required before replacements can be arranged.

All deliveries are dispatched on pallet(s) and are made kerbside at the specified address by our nominated freight providers, subject to their standard terms and conditions. The purchaser is responsible for ensuring the suitability of the kerbside drop-off location and obtaining any necessary permissions for its use. Once the goods have been delivered kerbside, responsibility transfers to the purchaser. For smaller orders, delivery beyond the kerbside (such as to a doorstep or apartment entry) is at the discretion of the courier.

If a nominated delivery provider attempts delivery and the goods are refused, Blackrock will invoice you for all associated redelivery costs. Blackrock reserves the right to withhold any further delivery attempts until all related delivery charges have been paid.

Estimated Delivery Times
All delivery timeframes are provided as estimates only. Blackrock makes no guarantees regarding delivery schedules and accepts no liability for delivery delays. Considerable effort on Blackrock's behalf goes into ensuring the accuracy of availability information on our website. From time to time, errors in indicative stock availability may occur & differ from what is displayed on the website. As many of Blackrock's products are sourced from Italy, long lead times can ensue for products that are out of stock. Blackrock takes no responsibility for any such errors and customer's should seek to verify stock availability with customer service prior to placing orders.

What to Do When Your Delivery Arrives

Upon delivery, carefully inspect your order for any signs of damage. 

You should also thoroughly inspect your tiles:

  • Verify: The finish, colour, size, and pattern match your order.

  • Count: The quantity supplied matches your invoice.

  • Check: All boxes display the same shade and batch details.

  • Inspect: Each tile for visible damage or defects.

If any defects or damage are identified, we will arrange an exchange or replacement in accordance with our Returns & Exchanges Policy.

All claims must be submitted to sales@blackrocktiles.com.auwithin two (2) business days of delivery and must include detailed photographic evidence for insurance purposes.

Important Notes:

  • It is the responsibility of the tiler, under the direction of the builder and/or homeowner, to inspect tiles prior to installation.

  • Tile sizes are quoted as nominal (approximate) measurements only. In accordance with industry standards, actual dimensions may vary by +/- 2mm.

  • Even where wall and floor tiles share the same nominal size (for example, “300x600”), perfect alignment between the two cannot be guaranteed.

Storage of Tiles

If you choose the “Click and Collect” option from our Fyshwick warehouse, and Blackrock notifies you that your tiles are ready for collection, the goods will be stored for a maximum of 10 days. After this period, a storage charge of $5 per order, per day will apply.