Frequently Asked Questions
When will I get my order?
Your order will typically arrive within 2-3 days from date of dispatch. Deliveries are made anytime between 8am and 6pm, Monday-Friday, excluding bank holidays.
Our haulier’s drivers will typically call you on the day of delivery to give you an estimated time of delivery. Whilst we request that all our customers are called on the day of delivery, the drivers are not contractually obliged to do this.
For more information, please visit our main tile delivery page.
A next day delivery service is available for most mainland areas at a small additional cost. However, we strongly recommend not scheduling a tiler for the day of your delivery, as we cannot absolutely guarantee the date and time of delivery. Unexpected delays can occur due to unforeseen circumstances such as motorway traffic, extreme weather, or driver illness. To avoid the inconvenience of rescheduling or incurring additional costs from your tiler or builder, please allow a few days after the planned delivery before starting any work.
How will my delivery be made?
All deliveries are made kerbside only via tail lift offload with a manual pump truck. All orders will be delivered on wooden pallets by a dedicated delivery partner.
A kerbside delivery means that your order will be delivered to the nearest kerbside to your address. It is down to the driver’s discretion to put pallets onto the property, however they will always try to leave it in your preferred location, providing it is safe and accessible to do so.
What are your cut-off times for next day delivery?
The cut off time for both economy and next-day delivery is 12pm. If you wish to place a next day order, please allow plenty of time to place your order the morning before.
Why do my tiles have a different name on the packaging to what I have ordered?
All porcelain tiles have the manufacturers/supplier’s name for the tiles on the packaging. We rename them to suit our customer market. If you are unsure and think you have the incorrect product, please call our sales team on 0161 277 6850.
How do you calculate delivery costs?
All indoor porcelain orders over £500 qualify for free delivery*. Usual delivery costs are charged per pallet due to the room the pallet takes up in the delivery vehicle, and costs can vary depending on where you are in the UK.
*Certain postcodes are exempt from the free delivery over £500, please see our tile delivery page to see if you’re eligible.
My order has arrived damaged, what should I do?
We strive to ensure that all tiles leaving us are packed in pristine condition, unfortunately damages can occur during transit.
Firstly, please sign for the tiles as damaged.
We then ask that all customers go through their tiles within 48 hours of receiving them – if any are damaged, please send photos and quantities to [email protected] in order to report your damages.
It can be worth bearing in mind that a damaged tile may still be used as a cut tile. If you have logged your damages but don’t require replacements we can issue you a refund, however if you do require replacements, we’d be happy to send them out as soon as possible (we don’t automatically send out replacements less than 5% of the total order. If the recommend 10% has been ordered for cuts and waste, you more than likely will still have enough to complete).
Please note, we can only offer to refund or replace the broken tiles if you have logged damages via email including photos within 48 hours of receiving the tiles. Anything reported to us after that time may incur extra charges to yourself or we also may run out of stock.
What is your return policy?
To help you buy with confidence we offer a 28-day returns policy on all full orders.
We can accept returns on full orders within 28 days of delivery, as long as packaging is unopened, and the tiles are unused and not damaged.
Visit our tile returns page to view our full policy and fill in the returns form.
Can I return part of my order?
We’re only able to accept returns of full orders in their original packaging. We cannot accept part-returns of surplus tiles. Keep in mind, it’s a good idea to keep a few tiles spare to cover any future accidental damage to laid tiles.
Can I collect my order from the warehouse?
To arrange a collection from our Manchester warehouse, please contact our team by phone or email to place your order in advance.
Please ensure that a suitable vehicle is used whereby goods can be mechanically loaded. Collected goods are transported at the individual’s own risk.
How do I cancel or change my order?
You must contact us as soon as possible from placing your order if you require changes or cancellation. Please note, if your order has been dispatched, full redelivery charges will apply to return them to our warehouse.
How do I get a larger sample?
If you wish to see a larger sample, please contact the sales team on 0161 277 6850 and we’d be happy to arrange it for you. Each larger sample incurs a charge of £15 and is sent via courier.
If the website shows low stock, does that mean you have none left?
Low stock usually means we have more on order, unless the range is nearing the end of the line. For more information or to order, please ring the sales team and they will be able to assist you further.
Can I use a 9mm porcelain outside?
Yes, you can if your chosen tiles are frost proof, however they must be laid on a concrete base.
How do I know how many tiles to order?
You can ask your tiler or builder to reliably calculate how many tiles you’ll need in square meterage.
To measure up yourself, you’ll simply need a tape measure and a calculator.
Use the tape to measure the length and width of the surface area in metres. Multiply these together and to obtain the area in metres squared. Repeat for all other walls and add together and don’t forget to subtract any doors, windows or other non-tile areas.
Once you have measured your room, you should add at least 10% onto the exact room measurements for cuts & wastage. This will ensure all your tiles are from the same batch and will avoid you having to wait and pay for additional delivery costs if you need to top up your order.
Can you send a quote?
Contact us by phone or email to request a quote from of our customer service team. Please have ready the quantity of tiles you require, along with their size(s), and any requirements for adhesive, grout or sealer. If you haven’t ordered anything from us before, we’ll only additionally require your full name, delivery address, email address and contact number.
Please note, quotations are only valid for two weeks.
Can you reserve and store my tiles?
If you’re not quite ready for your tiles to be delivered, we can hold your tiles with a 20% deposit for up to 3 months maximum. The full balance must be made within 4 weeks and goods taken within the timeframe, or the order will be cancelled and money returned. Please contact us for more details.
Please note, we cannot hold orders on any stock that is on clearance.
Why should I get a sample?
The imagery on our website tends to show a good representation of the tiles, however they can look different on various screens. Batches and different lighting can also make the shade of the tile look slightly different, so it’s important to order a free sample to review the colour properly within your own home.
Will my tiles all be from the same batch?
Tiles from different batches may have slight differences in appearance due to the manufacturing process. This is why we always recommend adding an additional 10% onto your order to ensure any extra tiles you may need are all from the same batch, within the same order.
Please be aware that if an order is placed a few weeks or even months after an original order of the same product, they may be from different batches. If this is the case, we will contact you to inform you of this before dispatching.
Do you have a showroom?
Yes, our flagship showroom is based in Wilmslow, Cheshire with on-street parking and convenient transport links. No appointment is necessary, so simply drop by to view all of our indoor and top paving ranges, pick up samples and meet our friendly team.
To view our full porcelain paving range, our warehouse showroom is currently open via appointment only. If you wish to come along, please ring the sales team on 0161 277 6850 to get booked in.
What tiles can be used with underfloor heating?
All of our porcelain and natural stone tiles can be safely used with underfloor heating, with high thermal conductivity and heat retention. You must use flexible adhesive and grout with under-floor heating.
We only sell flexible products specifically formulated for use with under-floor heating.
Please note, not all LVT products can be used with all types underfloor heating, so be sure to double check the details on the individual product pages.
What's the difference between natural stone and porcelain?
Natural stone takes thousands of years to naturally form, is cut in thicker slabs and tends to be more porous than porcelain, meaning they do require sealing to protect the stone.
Porcelain tiles are man-made, made from a mixture of sand, clay, and minerals, which is then baked at a high temperature, which results in a finish that’s non-porous and very hard-wearing.
Both options are highly durable, affordable, versatile and a fantastic option for any busy household.
Why does my natural stone look different to the images?
Natural stone products are formed entirely naturally and are subject to variations in colour, tone and pattern. This is a key characteristic of any natural material; therefore exact colours cannot be guaranteed.
These products may arrive with a fine layer of dust from the quarrying process, which can make the slabs initially appear dull. Reveal their colour by simply cleaning off the dust and allow some slight moisture back into the stone.
What is the difference between wall and floor tiles?
Floor tiles are designed to withstand heavy foot traffic and the weight of furniture, so they are typically thicker, more durable, and often have a rougher surface to provide slip resistance. Wall tiles are generally thinner and lighter, as they don't need to bear as much weight.
We do, however, have plenty of porcelain tiles within our range that are suitable for both applications, being thin enough to use on walls and robust enough to withstand floor traffic.
For more information, read our guide on Can you use floor tiles on walls.
What different tile sizes do you offer?
We offer tiles of all shapes and sizes, from expansive 1200x600mm porcelain paving to smaller decorative metro tiles. Our large-format ranges are ideal for creating a clean, modern look, offering the benefit of fewer grout lines, whereas our smaller sizes tiles are easy to install in tighter, more fiddly spaces and allow for creative design possibilities.
How do I install my tiles?
Discover our help and advice section to find all of our indoor tile installation guides, and outdoor paving laying advice.
Does all natural stone need sealing?
We do recommend sealing all indoor and outdoor natural stone slabs to keep them looking their best and resistant against spillages, stains and dirt. However, if you are wanting your stone tiles to weather and age naturally, sealing isn't necessarily a requirement.
Resealing natural stone tiles is typically required every 2 to 3 years.
Do I need to seal my porcelain or ceramic tiles?
Matte porcelain tiles do not need to be sealed, however we do sell porcelain tile protector for our outdoor porcelain paving range, for those who want to give their tiles an extra protective barrier against dirt and grime.
We do recommend sealing polished porcelain tiles as well as reactive-glaze ceramic tiles, as the finishing process makes the surface more porous and sensitive to dirt or harsh chemicals.
Does sealer change the colour of the tiles?
No, not in most cases. Sealer is also known as an “impregnator” which means it soaks into the surface of the tiles. The colour of honed & polished tiles is slightly enhanced with the use of sealer. The colour of brushed and tumbled tiles can change to a deeper, richer colour when sealed.
What grout colour should I use?
You can either match your grout colour as close as possible to your tiles for a subtle look, or opt for a contrasting grout colour for a more eye-catching style.
We have a range of grout colours available to complement all of our tiles and paving.
How do I clean natural stone tiles?
A simple solution of warm water and very mild, non-acidic detergent should be all your natural stone tiles require to get clean. For tougher stains, we recommend using an appropriate LTP cleaning product for your material, following the instructions on the bottle closely.
To be safe, test out your stone cleaning solution on an inconspicuous area of your floor, or a spare tile or sample. That way you can see how effective it will be and if it’s suitable for your tiles.
For more information, read our full guide on how to clean natural stone.
How do I clean porcelain tiles?
With your tiles clean of excess dirt, all that should be required to clean your porcelain tiles is a simple solution of warm, soapy water. This will be more than enough to clear away standard grease and streaks, though you can use a specialised tile cleaner for more persistent stains, provided it is porcelain tile friendly.
For more information, read our full guide on how to clean porcelain tiles.
How do I clean grout?
Grout is more porous than your tiles, meaning it can get dirtier quicker if not sealed. To keep your grout looking it’s best, aim to give it a clean at least once a month and avoid using harsh chemicals such as bleach.
For the best results, we’d recommend to always use a specialist grout cleaning product.
Alternatively, you can make your own cleaning paste by mixing two parts bicarbonate of soda with one part water. Apply this paste to your grout lines and scrub gently with an old toothbrush. Then, spray white vinegar over the paste and scrub again before rinsing thoroughly with clean water.
Read more in our guide on how to clean grout.
Do I need to reseal tiles regularly?
Your original sealer will naturally degrade over time, meaning it’s no longer protecting your tiles as it should. Resealing natural stone tiles is typically required around every 2 to 3 years.
Find out more information, including how to know when to reseal your tiles, in our resealing advice guide.
