Frequently Asked Questions
Are you looking for answers to common questions about tiles? Look no further! Read below for frequently asked questions and find the information you need.
Returns will only be accepted if the tiles are in their original packaging as delivered and no tile inside the box should be broken inside. Returns will only be accepted for a few leftover boxes and not the full order. We accept returns within 30 days from the date of the delivery. Returns will not be accepted due to factors like "design" on the tile as all our tiles are random design and variation on faces of the tile are to be expected. Finally, you must bear the cost of returning the tiles to our warehouse. The
warehouse is in Iver, SL0 0AX.
The tiles must be checked prior to fitting as post-installation we cannot accept any complaints for the tiles.
We only do kerb-side deliveries which means the driver will drop off the tile pallets at the first available spot outside the house where they can and not inside your house. Please ensure that on the delivery date, there is enough space outside the property to unload the tile pallets and that there are no unloading restrictions. Were delivery to fail due to these points, then the delivery charge will still be charged. This is because we outsource deliveries to third parties and they levy these charges on us. Please note that in the case of staircases, sand or gravel paths or gravel driveways, we may have to deliver to your neighbors instead.
Order online and get a sample of our product before making a purchase. With delivery within 3 business days, you can experience the quality and make an informed decision. Alternatively you can just give us a call on 020 8432 0993 and we’ll be happy to process your sample order over the phone.
No, the driver will only drop off the tile pallets outside your house and will not handball the boxes inside your house or driveway. Hence, on the specific day of delivery, we strongly recommend you have fit construction workers on site to safely take the heavy tile boxes wherever you have to post delivery.
Breakage must be reported within 48 hours of the day of delivery. We will then either refund you or send a replacement in for you. However, you must complete the DAMAGES FORM first and we will then get back to you with an update.
We endeavor to always deliver on time but sometimes unexpected delays happen with the pallet network delivery system which most tile companies use. Therefore, it is strongly recommended to not have any tilers on site until all the tiles are delivered. If the delivery fails, please call our customer service number and we will quickly check for what happened and the new delivery timeline.
Orders above GBP 750 in value are eligible for free delivery around England. Orders under this order value Will incur delivery charges. Please refer to the delivery charges page for location specific delivery costs.
Deliveries are completed usually anytime between standard British working hours of between 8am and 5pm. We do request the delivery companies to call an hour before delivery if they can but you should expect delivery anytime between these times. If the driver gives a courtesy call to you before delivery, please pick up the phone and speak to him. If you do not pick up the phone and the driver reaches the delivery spot, then he will wait up to 20 minutes for you to accept the delivery after which he will go back and redeliver the next day for which a delivery charge will become applicable again for the failed delivery. Please call the customer service number if this were to happen to discuss further.
No worries! We can keep your order stored safely at our warehouse for 4 months free of charge once you have paid for the goods. Then all we need is a 4 business day notice for delivery which you can arrange by calling the customer service number on our website.
Tile deliveries require goods to be packed safely with cardboard and pallets. Therefore, the tiles will be dropped off outside your house safely with the pallets as otherwise it's impossible to deliver. The delivery drivers are unable to take back any packaging material.
Yes, you can cancel an order which we are storing for you at the warehouse. However, there will be a 25% deduction charge applicable on the cancellation of a reserved order.