Helpful Information

Product variation?

It is important to speak with your tiler about evenly distributing tiles so you benefit from the variation and shades. Some tiles have a number of patterns that are randomly selected for your order. Please note that different finishes for example natural, polished and anti-slip will also have shade variations.

Porcelain tiles are a type of ceramic with a very low absorbency. Due to the high firing temperature and high density they are very hard wearing. All our Porcelains are “rectified”. This means there is little variation to size with each batch – there could however be a difference between different batches – another reason to ensure you order enough tiles for your project in one go.

If you are looking to mix sizes to create patterns or mixing sizes from floor to wall or between rooms, please advise us to ensure we can order from the same batch.

Availability & storage

Our average lead time is 4-5 weeks from point of order to your door. However, there are occasions that products require a longer lead time. Our team will discuss availability with you when you are placing your order. Because we appreciate that projects can be delayed and things may change we are able to store your order up to 6 weeks free of charge, any period of time beyond this we may apply a rate for holding each pallet.

Ordering the right quantity?

Please note, because variations can occur in size and shade between batches, please ensure you order enough tiles for your project in one go and also allow for wastage. We recommend ordering your required quantity plus at least 10% for smaller tiles and for large format such as 120 x 60, 90 x 90 and larger at least 20%.

What do I do if my order arrives damaged?

The general condition of your order should be inspected and any obvious damage itemised on the delivery note. Please ensure that the outer packaging is carefully opened so that inspection of the material can be made. Please do not sign as “unchecked” as this may invalidate any future claims.

Please notify us of any issues as soon as possible and within your relevant timescale, (see Terms and Conditions). With the majority of orders, we will supply additional materials over and above quantities purchased – details of this are stated on your paperwork. Minor edge chipping and slight imperfections are normal and often tiles that are slightly damaged can be used in cuts. We advise that you order a 10% allowance above and beyond your actual requirements to allow for potential cuts and wastage.

How should I unpack my order?

The shrink-wrap should be carefully cut open ensuring that you do not damage any of the packaged products and all ancillary items should be stored in dry conditions & not allowed to freeze. Any supporting wooden braces should be gently levered apart and banding should only be cut once the products are fully supported to avoid unnecessary breakage. Tiles should always be stacked and stored vertically (on edge) but not on a hard surface as this can cause edge chipping. Any present protective film or spacers should be kept between the faces of the tiles. This will help to avoid scratching when moving goods. Stone tiles are often packed wet and do not dry out until they are unpacked, therefore some of your stone may appear darker in shade until thoroughly dry.