We've pulled together a selection of the questions our customers ask the most, so you can find relevant information quickly and easily. If you still can't find what you're looking for here, just email us on firstname.lastname@example.org or call us on 0114 273 1133.
Yes you can - and the good news is, you can get five, completely free of charge. Just select 'Sample' on the product you’re interested in, to add them to your basket. The service only extends to five different tile samples and one order per household, but you can order and pay for as many additional single tiles or swatches as you wish. Delivery is free of charge.
We aim to deliver within five working days and delivery is free of charge if your order is £300 or more. However, we always recommend ordering well before you want to use the tiles in case you’re unhappy with your choice or in the rare event your items are damaged when they arrive. Occasionally, things happen that are out of our control such as delays due to weather or traffic, so please order well in advance of any scheduled work.
If your order is small or contains samples, you’ll receive shipping confirmation on the day the order is despatched. These orders will arrive within 48 hours of being sent. For larger orders, we’ll contact you to arrange delivery via email.
Some of our tiles will exhibit colour variation due to production methods and their handcrafted nature. We try to reflect colour variation in our photography and via our rating system to give you an idea of what to expect and to avoid disappointment or surprise.
This should only be an issue if you’re planning to buy more of the same tiles at a later date. Unfortunately, we can’t guarantee that we will have the same shade you originally purchased in stock. Please ask a member of our customer service team for further information.
If a professional tiler is completing your project, they should be able to advise you how many square metres of product you’ll need to purchase. If you’d like to estimate for yourself, you can use the ‘Tile Calculator’ tool found on our product page.
If you’re buying a tile we keep in stock, we’re more than happy to split boxes, so you can buy the exact number of tiles you need. Only special order items must be ordered and purchased in full box quantities. A member of our customer service team can advise you how many tiles are supplied per box.
At any time we stock £2 million of tiles across our four branches, so in most cases, the tiles you see in our showrooms will be available to order. If a tile you’ve found on our website is available to ‘Click & Collect’, then it will be available from stock. We may occasionally need to transfer tiles from one branch to another. This usually takes 2-3 days.
There are many factors that determine what grout and adhesive you will need including the type of tile you’ve chosen, where you’re tiling, what surface you’re tiling onto etc. Our knowledgeable customer service team can advise you exactly which products you’ll require to complete your project.
We source our tiles from all over the world, so there are different lead times depending on the distance the tiles have to travel. Tiles from UK manufacturers usually take 7-10 days to arrive, whereas tiles from overseas can take 3-4 weeks. A member of our customer service team will be able to advise you more precisely on specific products.
We advise you to check you have received the correct tiles to make sure you haven’t ordered incorrectly or been sent the wrong product in error. We also advise you to ‘loose lay’ some of the tiles to ensure you’re happy with the colour/finish. This is particularly important with natural product, where some variation will occur. Do not install the product unless you are completely satisfied, as tiles are difficult to remove and it may not be possible to reimburse you for damaged tiles.
You can return any unwanted tiles to us within 14 days of the date you receive them. Click here to view our Returns Policy. We advise keeping some surplus tiles, as this will make it easier to repair or replace any tiles damaged after installation without noticeable variation in colour/shade.
Yes we do. Providing valid ID is shown, we can offer a 20% discount to all NHS workers and a 15% discount (off list price) to people working in all other emergency sectors. Please ask a member of staff in store for further details. Shopping online? Log into blue light to get your discount code which can be used on our website.
Unfortunately, we don’t currently offer a tiling service, but we’re happy to provide you with details of tilers we recommend. Just pop into one of our showrooms or give us a call on 0114 273 1133 for more details.