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Frequently asked Questions |
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- Q) Will my tiles look the same as a sample or the picture on your website?
- A) All monitors depict colour differently, so it is always best to order a sample. All tiles are made in batches and each batch will differ in shade slightly so the tiles you receive may differ slightly from the sample received.
- Q) Are your samples free of charge?
- A) The first two samples are free however please call us on 0203 3843925
to order further samples as postage charges may apply.
- Q) How big are your samples and how long will they take to arrive?
- A) Tile samples are 100 x 100mm cuttings of the actual tiles. Due to the high demand for samples, please allow up to a week for them to arrive. Please call us for urgent sample requests or if you require full tile samples.
- Q) How does the quality of your porcel;ain compare to elsewhere?
- A) We specialise in offering the best quality tile products from leading manufacturers around the world. Although we will price match where possible, we can not price match on inferior quality products.
- Q) Do you sell Granite Worktops?
- A) No, sorry we do not currently sell granite worktops.
- Q) What methods of payment do you accept?
- A) We accept payment via cheque, bank transfer, Visa, Mastercard, American Express, Delta, Switch, Visa Electron & Solo. All products are to be paid for in full before shipping unless credit terms have been agreed. Unfortunately we can not accept payment of any kind on delivery as we use third party pallet distribution companies and couriers.
- Q) Can I order by the amount of tiles I need or does it have to be per box?
- A) all orders have to be full boxes only, as indicated in the drop down box
- Q) How long will my goods take to be delivered?
- A) (*Subject to stock availability) Our standard deliveries are made within 5 working days.
- Q) Can I specify a specific date or time for my delivery?
- A) Yes, there are various delivery options we can provide, please call us for more information.
- Q) Will the delivery driver help carry my goods in to the house or up to my flat?
- A) With the exception of courier deliveries, your goods will arrive on a pallet and therefore the driver is not insured to handle the goods directly, please therefore make sure there is suitable assistance on the day of delivery.
- Q) Can the delivery driver call before attempting delivery to make sure that I am home?
- A) We always endevour to pass on as much information to the delivery company in advance, however the driver does not always get to see delivery information until they reach their destination. Therefore on most of the delivery services we offer you will be aware of the date/time of delivery in advance. If you are not in at the time of delivery and you have been made aware of the date in advance then re-delivery charges will apply.
- Q) Are you able to leave my order with a neighbour or at the side of my house if I am not in?
- A) Unfortunately we can't leave your order at another address. If your order is being delivered by pallet and only if it is unavoidable we can leave your order in a safe place at your property, however we strongly advise you to take delivery yourself. The reason being is that in the unlikely event that there have been breakages during transit you can inspect the goods in front of the driver and mark breakages on the delivery note. This ensures that no complications arise in the event of us having to replace damaged goods or issuing a refund. If your order is being delivered by courier then a signature is required and someone will have to be there to accept delivery. Please inform us immediately if you will not be there to accept delivery.
- Q) What happens if my goods arrive damaged?
- A) If the order was delivered by a courier please call us to inform us within 48 hours, we may require a photograph of the damaged goods in order to pursue a claim. Replacement goods will then be despatched immediately (subject to stock availability) in some cases we may collect the damaged goods. For orders delivered by pallet, please make sure that you read all the information that we send you prior to your delivery. It is important that you inspect your goods before the driver leaves. If there are any damages please note these on the delivery note before you sign. If you can not be sure of the quantity of damage, then please sign as 'damages - quantity to be verified'. Please inform us that you have incurred breakages and replacements will be arranged (Subject to stock availability). If your tiles do arrive damaged please do not attempt to use any of the undamaged products before contacting us so as to ensure we have further stock to complete your project.
- Q) What happens if I am not in at the time of delivery?
- A) Either the delivery company will attempt to contact you or a card will be left with contact details on how to rearrange delivery or collect your goods from a local depot. If you were aware of the impending delivery in advance then it is likely that a repeat delivery charge is made
- Q) I have a gravel driveway and restricted access to my house, how will this affect my order?
- A) It is imperative that you inform us immediately if there is restricted access in anyway. We will then liaise with the delivery company and arrange appropriate action. In some cases additional delivery charges may apply if repeated delivery attempts, an extra vehicle or delivery driver is required to handle goods.
- Q) Can I order goods to be delivered to another address other than my card billing address?
- A) Internet & Credit Card fraud is a serious issue. Therefore if your card billing address does differ from your delivery address, or there are discrepancies in your order we will not despatch goods until a full explanation is given and any matter is resolved. Please do not be offended if proof may be requested.
- Q) How much does it cost to lay tiles?
- A) Quotations for laying tiles can vary greatly and is often dependent on the area in which you live or the experience and reputation of the tiler. Quotations can be from €14 to €35 per Sqm.
- Q) Can you recommend anyone to lay the tiles, could I do it myself?
- A) We strongly recommend that you use an experienced and professional tiler that is equipped and experienced in laying tiles.
- Q) Do you have a showroom where we can come and view products?
- A) No, at present we do not have a showroom in the UK
- Q) Do we still have to pay a delivery fee if we were to collect the tiles?
- A) Goods collected from the warehouse will not incur a delivery charge. In some circumstances there may be a delivery charge for collection from our showroom, only if we have incurred delivery charges to get them to us. Please call us for futher information about collections. All goods are to be paid for in full before collection.
- Q) Are all of your tiles suitable for walls and floors?
- A) All our tiles are suitable for walls. Only certain tiles are suitable for floors, but this is given in there discription next to the pictures of the tiles
- Q) How much more tile should I order to allow for cuts and possible breakages?
- A) It is normal to receive some brekages in a delivery, and many tiles can be lost during cutting. Therefore the industry standard is to add atleast 10% on top of your room measurments.
- Q) Which products need to be sealed?
- A) All our products sold on line are pre-sealed and dont need any further treatment after fitting
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- Q) Do you offer trade discounts?
- A) Please call us to discuss this on 0203 3843925
- Q) I don't need the tiles for a while, how can I guarantee that you will have the tiles at a later date when I need them?
- A) We always try to ensure that we are fully stocked with our full range, however due to many factors such as lengthy shipping times, damages en-route, delays at the docks etc often results in time periods when products will be out of stock. Therefore if we have confirmed an amount that we have in stock today it may not be there tomorrow, so the best way to guarantee that you get the tiles you want is to order them, and as long as they have been paid for we can hold on to them for up to 10 days until you confirm a delivery date.
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