Frequently Asked Questions

We've pulled together some of the most asked questions from our customers so you can find relevant information as easily as possible, however if you can't find what you're looking for just contact us.




  • How quickly can I get my tiles as I have a tiler/builder booked?

    We aim to deliver within 5-10 working days free of charge, however we also offer Express Delivery at a cost of £40. We would, however, always recommend you don't book a tiler for the day after your delivery in case you are unhappy with your choice or in the sad event of items being damaged etc. Things sometimes happen out of our control such as motorway traffic, snow or delays and we would hate for you to have to cancel the work or even be billed by your tiler or builder, so give it a day or so after the planned delivery before the works are scheduled.

  • How do I know when my delivery is arriving?

    If your order is either samples or a small order under 50kg , these are usually delivered on a parcel courier such as APC or via Royal Mail. The courier will send a notification by email and text with the delivery day. These orders will arrive within 48 hours of being sent.

    Larger orders are usually delivered by pallet courier or our own vehicle. You will receive a shipment email when we despatch your order to the courier depot, following this they will call to book a convenient delivery day. Express orders will be sent out and delivered within 3 working days.

    If you need to contact our Deliveries Team please email [email protected]

  • Once I’ve placed an order, can I track its progress?

    We are often delivering from stock within a week of the order, and so arrangements are made quickly. You will naturally be contacted and kept aware of timelines, although not using tracking specifically. We use different methods of delivery including our own branded vehicle and driver, so tracking can become complex across differing methods of service. We are always happy to assist via the store or deliveries department with any specific ongoing concerns over delivery times. Tile samples and paint orders can be tracked more closely if required.

  • Is there anything I should do once I get my delivery?

    Check you have the correct product in case you have ordered incorrectly or we have made a mistake. If you have ordered tiles, loose lay some to ensure you are happy with the colour/finish and variation. This is especially important with natural products where some variation will exist. Do not install the product unless you are completely happy as tiles are difficult to remove, and it will not be possible to reimburse you.

  • Can I return left over tiles?

    Full boxes of unwanted tiles can be returned to us within 60 days from the day after you receive them. Any returns should be well packaged as chipped, cracked of broken tiles will not be refunded.

    Click here to view our Delivery and Returns Policy. It should be noted however, 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.

  • Can I return bathrooms products I have purchased?

    Yes, unwanted or unused products can be returned to us within 60 days from the day after your receieve them. Please take a photo to show packaging is intact and all parts are still in the box and email it to us at [email protected]. Please be aware that some of your products may be special order and non-returnable, or carry a handling charge if returned.

    Click here to view our Delivery and Returns Policy.

  • My order has arrived damaged, what do I do?

    Please take photos of the damaged products and email them to our Sales Team at [email protected]. We will then arrange for a replacement order to be sent out ASAP.




  • Do you have tilers, painters or bathroom and kitchen installers I can use?

    We do not have in-house installation or recommended fitters. Word of mouth recommendations from friends and family are often best, or search local fitters and tradesmen with reviews that you can validate and trust. Verify that photographs of previous work has indeed been done by the installer and fitter you are considering.

  • What should I ask an installer?

    Find out if they have previous experience of fitting the tiles you have chosen, or the type of bathroom products. Ask for photographs of previous work or contact details of previous clients. If the tiles need sealing, ask if the installer is supplying the materials and if they are suitable and appropriate for the product you have chosen. Check the tiler has sealed tiles before with our recommended sealant, and understands the process. For example, cement tiles have a multi-stage sealing process that can take a number of days. Check that they will handle deliveries and movement of goods in situ, e.g., baths can be tricky to get upstairs.

  • Where can I find help regarding installation, either for myself or my installer?

    Each individual product has help and advice listed on its page on the website, with specification sheets. If you can't find the information you are looking for please email [email protected].

  • Do I need to order anything else with my tiles or bathroom?

    Often, ancillary products may be required to complete the installation of a particular range e.g., sealants for floor tiles. Please refer to the technical data included within the ‘suitability and installation’ section linked to the product page on the website, in order for help on knowing which extra finishing items may be required.

  • Should I order extra tiles to be on the safe side?

    We would always recommend that you add a minimum of 10% extra to the quantity to allow for cutting or wastage.

  • Will my tiles vary in colour?

    Some of our tiles will exhibit colour variation due to production methods, glazes or their handcrafted nature. This can range from very slight to quite extensive and can be the reason someone loves (or hates) a certain product. 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.

    If placing an additional order of the same tiles please take a photo of the box labels, this will give either a batch number or production date to try and match. We can pass this to the warehouse team and ask them to pick from the same batch or the nearest. In some cases the same batch may unfortunately no longer be available. Please therefore try to order the correct amount in one order.


    Technical Team - [email protected].

Tile Calculator ×
Use our handy tool to calculate the amount of tiles you need. Please note that an additional 10% is automatically added to the total to allow for wastage.