Frequently Asked Questions
Delivery & Returns
How will you deliver my sample order?
You will receive your sample order within 1-3 working days via either DPD or Royal Mail. If you have not received your sample order within this time frame, please do not hesitate to contact us.
How will you deliver my tile order?
All tile orders over 25kg are delivered on a wooden pallet by our dedicated delivery partner, Pallex. Orders under 25kg are sent by DPD parcel courier service.
How much is delivery?
All deliveries are calculated by weight and delivery post code distance from our warehouse, you can simply estimate your delivery price once you have added your product selection to YOUR BASKET and select from a next day or economy service.
When will I get my order?
As early as next working day to most UK postcodes if ordered prior to 2pm. Entering your postcode once items are applied into the basket will provide you with the delivery options for your area. Check out more information on our delivery information page.
What is my delivery time slot?
All pallet deliveries have an open delivery window from 8.30am-6.00pm. We ask that there is somebody available at the delivery address to sign for the goods. Parcel courier deliveries via DPD will receive additional tracking information on the day of delivery.
What if I'm not home to accept the delivery?
If you are unable to be home to accept your delivery, we request that you contact us prior to your goods being dispatched so we can check that your property has a suitable location for the goods to be left safely. If you have not advised us that you are unable to accept your delivery and the courier is unable to leave them, you will incur a re-delivery charge.
What is a kerb-side delivery?
Our pallet deliveries are kerbside only - this means that your order will be delivered to the nearest kerbside, or a safe and accessible point to the delivery address supplied. The driver will leave your order and the pallet at this location. Please contact us before placing your order if you believe there may be restrictions.
Can I track my order?
Our pallet deliveries are made between 8:30am and 6pm. You will receive a text on the day of delivery from our partner carrier Pallex to inform you that your delivery is loaded on a vehicle. If you require tracking information, we can at this point provide you with a code which you can obtain by calling us on 01530 811118. We also ask the driver to call you an hour before delivery, however this is not guaranteed.
What happens if my order is damaged?
Our orders are in pristine condition and photographed prior to dispatch; however sometimes damage can occur in transit.
If your order is damaged, please take photos of the damaged pallet and tiles, sign the delivery note as “Damaged” and contact our customer services within 24 hours of delivery and we will be able to assist you further.
What is your returns policy?
We hope you are fully satisfied with your product(s) however if you change your mind, don’t worry. You can return your full order to us within 14 days of delivery, as long as the packaging is unopened, and tiles are unused.
Can I return leftover tiles?
We offer continual low prices and have a rapid stock turnover, as such we are unable to accept returns of any leftover products or items that fall outside of a full order cancellation.
It should be noted that any surplus tiles are worth keeping as they will be from the same batch as your original material and can be utilised should any damage occur after the tiles have been installed.
For further information, please see our Returns Policy.
I've returned my order so how long will my refund take?
We’ll refund you immediately once we receive and check your returned order. However, it still may take up to 5-10 working days to receive your refund.
Can I change my order?
Your order can be changed prior to it being dispatched, ideally within two hours of placing your order. If your order has been dispatched, re-delivery charges (back to our premises) will apply.
Do I have to sign for my delivery?
Yes, all our pallet deliveries must be signed for at the delivery point; we also advise the order is checked at the delivery point. Should our couriers attempt the delivery, and no one is available to sign, or they cannot be left in a safe place, the goods will be returned back to the delivery depot, and you will unfortunately incur a re-delivery charge.
Ordering & Quotations
Do you offer Interest-free credit?
Currently, we do not offer any finance options; all orders must be paid for at the point of sale.
Can you send a quote?
Please contact us if you’d like to receive a quote.
We’ll need to know the following information...
Tiles and quantity, Billing, and delivery address. Email address, Mobile telephone number, Tiles and qty required.
As prices are changing so frequently by our suppliers, quotations will be valid for current stock and will be held for 72 hours.
Do your prices include VAT?
Yes, all our prices on the website include VAT.
How do I get a VAT invoice for my order?
A VAT invoice is automatically generated once your order has been placed and you will receive this via email. Alternatively, you can contact our customer service team with your order number and delivery address, and we can send a copy to you.
Can you ship outside of the UK?
Unfortunately, we can only deliver within the UK.
Can I place an order over the telephone?
We can take orders over the phone which are under the value of £300 in total, however the card must be registered to the shipping address. Fraud checks will still take place.
If I provide measurements or plans, can you calculate my area?
We are more than happy to review plans and work out your measurements; however, we do advise that a professional tiler should check these prior to ordering. We do not take any responsibility for the amount ordered as some tiles with patterns or shapes will require additional cutting tolerance.
Can you store my tiles?
If you’d like to order your tiles but don’t need delivery immediately, we can store your tiles in our warehouse for up to one month free of charge. After two months you will be charged £5.00 per pallet per week. Please contact us for further details. Please note that if you were to cancel your order we have the right to charge a 25% re-stocking fee.
Can I collect my order from your warehouse?
Yes, you will need to place your order online or via payment link prior to collection. We will require an hour to process your order after your payment is received. To discuss further please contact our customer service team via Live Chat or by calling 10530 811118.
Which tiles can be used with underfloor heating?
All our porcelain and natural stone floor tiles can be safely used with underfloor heating.
Using these tiles with underfloor heating systems is a great way to assist with your energy bills too, as they retain any heat for longer.
What is the difference between ceramic and porcelain tiles?
Porcelain tiles are produced differently to ceramic tiles, porcelain tiles are fired at a higher temperature using a finer grade of raw materials. This means that the rate of water they absorb is much less than ceramic tiles. A tile is classed as porcelain when it has a water absorption rate of 0.5% or less. This gives them a denser body, making porcelain tiles more durable and resistant to wear and tear than traditional ceramic tiles.
What is a glazed tile?
A glazed finish is where a layer of liquid glass is fired onto to the ceramic or porcelain body at extremely high temperatures. The glazed finish can be either matt, glossy or can be polished further to create a high shine. Ink jet technology means that glazed tiles can have endless, realistic designs digitally printed onto the tile, from stone effects, marble effects or wood designs. Manufacturers of porcelain tiles sometimes tint the body of the tile so it's closer to the glazed finish.
What is a full-body or un-glazed tile?
Full-body or un-glazed porcelain tiles are made where the design and pattern of these tiles runs throughout the body of the tile. They tend to be more durable than glazed tiles making them suitable for high-traffic areas, especially in commercial areas. Full-body tiles can be left matt which can provide additional slip resistance, or polished to give a mirror like shine. If you chip a full-body or un-glazed tile the colour and pattern is the same throughout the tile so less noticeable than a glazed tile.
What is a double-loaded tile?
Double-loaded tiles are manufactured with two raw materials that are pressed together during production, the top layer is usually 3mm in depth and provides similar characteristics as a full-body porcelain. These tiles are also very hard-wearing and suitable for high traffic areas.
Where can I use porcelain tiles?
Porcelain tiles can be used in all areas of the home, including the bathroom, kitchen, open-plan living areas and even outdoor. Some commercial builds and external applications will require slip resistance in wet areas.
Where can I use natural stone tiles?
Natural stone tiles can be used in all areas of the home. We would recommend a riven finished for areas on high-traffic floors. If you prefer to go barefoot in the home, we recommend selecting a brushed finish as they have a slightly softer feel underfoot.
What are rectified tiles?
Rectified tiles are where the tiles have been machined in production to give them a straight edge. The straight edge means that you can achieve a seamless flat finish and use a minimal grout joint.
What does slip rating mean?
All tiles will be classified with a slip rating from R13 through to R9. As a rule of thumb, the higher the anti-slip rating, the more slip-resistant properties a flooring tile will possess. R13 porcelain tiles, for example, are more slip resistant than R12. Please refer to our blog Slip Ratings Explained for further information.
What does PEI rating mean?
PEI ratings indicate the hardness of the surface of a tile. Porcelain and ceramic tile rates on a PEI scale of 0 to 5 to indicate its resistance to debris. You should select a tile with a higher PEI rating for instance in a high-traffic area as the glaze will be harder. Please refer to our blog PEI Ratings Explained for further information.
What is Nano Sealer?
A nano sealer is a production sealer applied to some polished porcelain wall and floor tiles which the tiles are manufactured. This sealer protects the polished tiles and allows you to fit the tiles without having to pre-seal them.
Do You offer a fitting service?
We don't offer a fitting service, however if you are local to our warehouse and offices, we do have a number of tilers, bathroom fitters and landscapers who we can recommend to fit our tiles.
Which adhesive do I use for porcelain tiles?
We recommend either Proflex S2 or ProGrip FX tile adhesives. ProGrip FX is a fibre reinforced flexible, semi-rapid adhesive which is recommended for larger format wall and floor tiles. Proflex S2 is a rapid set flexible adhesive. Both are available in grey or white.
Which adhesive do I use for natural stone tiles?
Proflex S2 or ProGrip FX tile adhesives are also recommended for natural stone tiles, however we recommend selecting grey adhesive for darker colours, such as black, grey and multicolour slates and white adhesive for limestone and travertine tiles.
How do you cut porcelain & natural stone tiles?
The best way to cut the tile is with the combination of a Wet Tile Saw and a diamond encrusted blade. The Wet Tile Saw is important for the lubrication of the water that the diamond blade needs to cut through the tile. If you don’t already have one you don’t need to spend a fortune, we recommend the 450W Wet Tile Saw from B&Q.
Cut Slowly: One of the important aspects to remember when cutting is to push the tile through the saw very slowly. Moving the tile through the saw too fast is going to cause the blade to bind up and either crack the tile, break the blade, or cause the saw to overheat.
How do you cut split face mosaic cladding tiles?
Split face mosaic cladding tiles will need to be cut on a wet tile saw. We have a comprehensive Split Face Fitting Guide that details all the areas you can fit split face tiles and how to achieve corner cuts.
What preparation does my floor/wall require before fitting tiles?
Please refer to our Installation Guide prior to commencing any tiling as different substrates will require different methods of preparation.
Do I need to seal my tiles?
It is not a requirement to seal all wall & floor tiles. If the tile you have selected requires sealing we will highlight the appropriate sealer to use with your tile on the product specification.
How often do I need to seal my stone floor tiles?
It very much depends on the foot-traffic or cleaning regime you undertake. Once you have sealed your tiles it is recommended that you use a neutral tile cleaner to clean the surface of the stone, this will increase the life of your sealer too. A good test is if you see any droplets of water soaking into the surface of the tile, your tiles will require a coat of sealer.
Cleaning Wall & Floor Tiles
How do I keep my floor tiles clean?
Porcelain floor tiles are very low maintenance, and very easy to live with. They require a light brushing or hoovering with a hard floor attachment, and a simple mop with a mild detergent. We recommend using LTP Porcelain Tile Cleaner as it has a great non-rinse formula and smells fresh too.
While porcelain tiles are virtually non-porous and difficult to stain, we do recommend wiping any spills up immediately, just to be safe. If you would like further information, please check out our blog on cleaning porcelain tiles.
Natural stone tiles should be cared for in the same way, however we recommend using a cleaner that is designed to compliment your sealer as the cleaner will not strip the surface of the sealer from your stone and actually enhance its longevity. Please refer to your sealers complementary cleaner. Please contact us to discuss further by Live Chat or email.
How do I keep my outdoor porcelain tiles clean?
As outdoor porcelain tiles are resistant to moisture, they are very difficult to stain, so no worries about nasty algae spots or BBQ spills. They can be easily cleaned once or twice a year to keep them looking their best. Using a brush or jet-wash will remove any stubborn dirt. Refer to our blog How To Clean & Care For Your Outdoor Porcelain Tiles for further infomation.
Why do my polished porcelain tiles not look shiny?
Some polished porcelain tiles can look dull and maybe not as shiny as your samples as the nano sealer that has been applied will just require buffing. The grouting process, generally removed this haze and when your tiles are cleaned off they will have the mirror like shine.
What is a grout haze?
When you grout your tiles the entire tile surface is covered with grout. So, if you do not remove all the excess grout when this layer dries out it will leave a film which is dull and cloudy. You may think that matt and textured tile can only be affected, however polished porcelain tiles can also have a film if the grout is not removed quickly.
Sometimes the grout haze doesnt appear until a couple of days after installing your tiles and can look hazy or dirty. You wont be able to remove it with soap and water, you will remove a professional cleaner cleaner specifically designed to remove it. For porcelain tiles and un-sealed slates we recommend LTP Grout Stain Remover.
If you have an acid sensitive stone such as limestone you are unable to use chemicals such as groit stain remover. We recommend sealing your stone prior to grouting to it is easier to remove the grout. Grouting in small areas and removing the grout quickly will assist in ensuring it does not haze.
How do I clean grout?
You can purchase grout cleaners from most DIY stores, however if you prefer you can amke one at home. You can make a paste with two parts bicarbonate of soda to one part water. spread this on the grout and use an old toothbrush to give it a scrub. spray white vinegar over abd scrub before rincing with water. We suggest cleaning yiur grout once a moth, especially if you ahve selected a lighter tone.