FAQs

If you have any questions regarding Tile Warehouse, let us help save you time and find the answer to the most frequently asked questions below.

    Samples

  • We offer a dedicated free cut sample service to all UK customers. This service allows you to order up to three cut samples for free delivery.

    If you require more samples, you can also buy up to six additional full-size tiles as samples which we will deliver for free at the same time as your cut samples.

  • We endeavour to deliver your samples to your home within the next working day. However, there will be occasions where this may take a bit longer so please allow up to three working days for your samples to arrive.

    Deliveries

  • Tile Warehouse offers free delivery on all orders over £300*. Orders under £300 and over 20kg in weight will be charged a delivery fee starting from £30. Any orders under 20kg will be charged a delivery fee of £6. Please note postcode restrictions apply and may incur additional charges.

    *Delivery charges for the following postcodes may vary – GY, HS, IM, IV41, IV42, IV44 – 49, IV55, IV56, JE, KA27 – 29, KW1 – 14, KW15 – 17, PA21 – 38, PA20, PA40+, PH9, PH15 – 20, PH32 – 44, PH49, PH50, TR21 – 25, ZE.

  • We operate a kerbside delivery service for all orders over 20kg. Your tiles will arrive by pallet on an HGV on your chosen delivery date which you can select at the checkout.

    All deliveries must be signed for unless specific delivery instructions have been provided in advance. Please note that if you have ordered trims, these will arrive separately.

    If your property has restricted access, please advise when placing your order as they may lead to a delay with delivery. Our kerbside delivery service operates Monday to Friday between 7am and 6pm.

  • Unfortunately, our courier won’t be able to unpack your order. Your tiles will arrive by pallet on an HGV outside your home on your chosen delivery date. We would always advise having someone with you to help unload the items from your pallet due to their size and weight.

  • We would recommend checking your order once it has arrived to ensure it is correct.

    Please do not book a tiler or any other tradesperson until you have received and checked your order.

    If there are any items which are either damaged or missing, please contact our Customer Services Team immediately on 0800 138 1668 or alternatively use our web chat facility. The team will arrange to get all replacement items to you within two working days.

  • Once your order has been dispatched, you’ll receive a confirmation email with a link for you to track the status of your order. Alternatively, you can track the progress of your order by logging into the ‘My Account’ section on the Tile Warehouse website.

  • If your order hasn’t left Tile Warehouse, then this shouldn’t be a problem. If you need to change the delivery date, please contact our Customer Services team on 0800 138 1668 or alternatively use our web chat facility.

  • We also offer the option of next working day delivery if your tiles are ordered before 12pm. Next working day delivery is charged at £40. Postcode restrictions do apply.

    General

  • If you have a specific question about any of the tiles in our range our Customer Services team will be more than happy to answer them. Simply give them a call on 0800 138 1668 or alternatively use our dedicated web chat facility.

  • Unfortunately, we are unable to amend an order once it has been placed. If you would like to remove an item from an order or cancel an order before it has been dispatched, then contact our Customer Services team on 0800 138 1668 or alternatively use our web chat facility.

  • We currently don’t deliver on Bank Holidays.

  • If you need to cancel your order, simply contact our Customer Services team on 0800 138 1668 or alternatively use our web chat facility and a member of the team will be more than happy to help.

    Payment

  • Tile Warehouse accepts most major credit or debit cards, including Visa Credit and Debit cards as well as Mastercard and PayPal. We also offer a number of interest free payment options with Klarna.

  • We also offer customers a number of interest free payment options with Klarna. These include Pay in 30 Days and Pay in 3. Please note that there is a minimum spend of £30 for Klarna. Click here for more information.

  • All of our prices include VAT.

    Returns & Refunds

  • If you are not happy with your tiles, under the terms of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, simply return your tiles to Tile Warehouse within 14 days of delivery. Please note that any returns must be organised by yourself at your expense.

  • Finished your tiling project at home? Did you know you can also return any unused tiles to us within 60 days, as long as they are in a resalable condition, to receive a refund (excluding any delivery charges you may incur).

    Tile Warehouse will only accept full, unopened boxes of tiles together with a receipt as proof of purchase. Any unwanted tiles you are planning to return must be sent to Tile Warehouse at the following address:

    Tile Warehouse

    Thorpe Way

    Grove Park

    Leicester

    LE19 1SU

  • All refunds will be made via the original payment method. Tile Warehouse reserve the right not to provide a refund if the tiles are deemed not to be resalable, there is no proof of purchase of if the products arrive after the 60-day period. We aim to process all refunds within 10 working days. See our Terms and Conditions for more details.

  • All refunds will be processed within 7 working days by Klarna and will be refunded via the original payment method. For more information on the Klarna refund policy click here.

Returns & Refunds
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