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Customer Support

FAQs

Frequently asked questions, (please refer to terms and conditions also)

If you have a question that you can't see here, please feel free to email us your question by clicking here.

What if I need to ammend/make additions to my order?

Please ensure that you have ordered the correct amount of tiles you require, any additions, or ammendments will be subject to carriage costs depending on weights and quantities. Each request will be looked at on an individual basis and charged accordingly.

Orders received by 10.00am despatched same day!

if you place your order early in the morning, before 10.00am, we will dispatch it the same day, subject to stock. This offer is applicable on orders placed on a  week working day (not weekends or bank holidays - and may vary over Christmas and Easter periods)

How long will it take for my delivery to arrive?

All of our tiles are delivered through a nationwide haulage company across mainland UK. Our standard delivery time is 3-5 days from your payment clearing.

Do I have to sign for my delivery?

Yes you do, for security reasons, it is necessary to get a signature for you tiles, unless specific delivery instructions are given in writing to leave them somewhere. If the tiles are left, Tile Click do not accept any further liability for the tiles.

Can I get my order delivered to another address?

Yes you can, we will need a full postal address, and we may contact you to ensure that there are no security problems regarding transaction and delivery. If possible, to avoid any confusion it may be better to contact us regarding a different delivery address prior to placing the order.

What if I am not at home when the delivery arrives?

Unless by prior arrangement, the driver will not leave the tiles. If a second delivery attempt is required, an additional charge of £45 is likely to be incurred.

What is your Returns Policy - relative to unwanted or over ordered tiles?

Due to the cost of haulage and the increased risk of the tiles being damaged in transit, TileClick Ltd do not offer a returns policy. We have a sample service at minimal cost to ensure you are 100% happy with your choice of tiles made. By requesting a sample, you have the opportunity to see the product before making the bulk purchase.

What if my tiles are damaged, or the order is not correct?

All damages and irregularities must be notified within 2 working days of the delivery. The exact amount missing or damaged must be notified, in writing and replacements will be sent out FOC. All damaged or faulty goods may be collected at the request of the delivery/collection company. It will be deemed acceptable that 1 or 2 tiles may be broken, due to the nature of tiles, in this instance we would recommend that you try and use these where cutting is necessary, if you still require 1 or 2 tiles to complete the job then we will send out the replacements on the assumption the original notification was given within the timescale above.

Delivery to Flats?

Delivery to flats will be to ground floor's only. As the tiles will be on pallets, access will be to as close as they can get, but for insurance purposes the drivers are only insured to make deliveries to ground floors.

Will all the tiles be delivered from the same batch?

We will always try and send tiles out from the same batch, however, this is not always practical or possible. It is recommended that in every tiling situation, that you do not fix from one pack at a time, but from a selection of 3 or 4 packs, to avoid any potential batch shading problems.

The tiles have arrived, and they are not what I expected!

If you have ordered samples, we will obviously carry out checks to ensure you have had the correct order, the correct tiles have been picked etc, and ask you to supply the sample tile, or an image of it next to what has been delivered. This will help us work out what has happened and we will resolve the situation.
If you had not ordered a sample, then Tileclick cannot be held responsible for any discrepancy from the images on the website, and how they appear on your screen. If you do not want them, you will be liable to have the delivery and return transport and 10% re-stocking fee deducted from your refund.

Do we have a showroom to visit?

No we don’t. TileClick provide a competitively priced, quality product, by helping to keep overheads to a minimum. Our office is professionally run, with years of experience to provide a top quality service.

Are the sizes exact?

The sizes that are stated are the sizes that are manufactured to, they are nominal sizes. Meaning that due to the manufacturing process and nature of ceramic tiles the exact sizes cannot be manufactured consistantly and that different batches of the same tile can vary in size as much as 2mm, which is still withing an allowable tolerance. It is therefore imperative if you need to match some tile purchased earlier that you give us thebatch code and sizes of your first lot of tiles you are trying to match before we send them. 

I have decided to tile another wall and need to order more!

This is fine, but it is very important that on any additional orders where you require to match a first order that you quote batch numbers. This is because there can be size and shade variations in between batches.

Can we get a sample?

Yes, you can order up to 3 sample tiles for a fixed price of £4.99 inc vat. It is easy to order samples - look out for the order a sample of this tile. The cost for sample tiles will be refunded on all orders over £100 + VAT.

Can I send left over tiles back?

Please refer to our 14 day money back policy.

How much is delivery?

Standard delivery is free on all orders over £100 exc vat, orders under £100 will be charged at the rate of £30 exc vat, express delivery will be an additional £15 exc vat. Due to haulage costs only orders over £150 exc vat can ve delivered to Scotland, unless by prior arrangement.

Can I use wall tiles on the floor and vice versa?

Field tiles (wall tiles) are not suitable for use on the floor, they are generally not thick enough and the glaze is different, and not suitable for the floor.
However, a floor tile, being thicker and manufactured for use on a floor, are more than adequate for use on the wall.

I have a coupon code, can I still use my sample refund code?

As the coupon codes vary continually and depending on what promotions we currently have running these will give a greater discount back to you than the £4.99 sample cost, so only one or the other can be used.

If you have a question that you can't see here, please feel free to email us your question by clicking here.