Frequently Asked Questions

General

Can I order tile samples?

Certainly you can order a sample of any tile item on our website. We do charge for the tiles but we cover the postage & packaging on the item for you. All samples are sent on a next working day service (based on orders placed before 2:30pm). Note: some items we do have to obtain from the supplies direct and may take 2 - 3 working days (please call customer services if you wish for advice on the sample delivery prior to placing your order).

If I supply measurements can you calculate the tile area for me?

Yes, you can contact us via a telephone call (0345 307 5000), live-chat or E-mail us and we will be able to assist you with your calculations.

Are the tile sizes correct?

The sizes that are stated are the sizes that the goods are manufactured to - Referred to as "nominal sizes". This means that due to the manufacturing process and nature of tiles, the exact sizes cannot be manufactured consistently and that different batches of the same tile can vary in size, as much as 2mm, which is a widely accepted tolerance within the industry.

I have decided to tile another area and need to order more

Of course you can, but we would highly recommend that any additional orders refer to the original batch number, so that we can try and match them for you. This is due to the fact that different batches can produce different shades / sizes. Unfortunately, on occasions, we may not be able to be certain that we can match this but we will endeavour to try our best for yourself.

How can I contact you?

You can call us on 0345 307 5000. Alternatively, you can E-mail us or reach us on Live-chat. Note: Live-chat hours are between 09:00am - 17:00pm but it is advised to call us if your enquiry is urgent

Ordering

Can I order single tiles or do I have to purchase complete boxes?

Most of our tiles you can buy exactly what you require, whether that be by the tile, by the box or by the square metre. On occasions, you may need to purchase by the box (but you will be made aware of this towards the checkout screen - or by an adviser). All prices are stated next to the tile image, for every product on our website.

What if I need to amend / make additions to my order?

If the order has not yet been dispatched we will be able to add to your order. Please ensure that you have ordered the correct amount of tiles you require, any late additions may be subject to carriage costs depending weights, quantities or if this is a direct from supplier item. Each request will be looked at on an individual basis and we will need to be contacted by no later than 11:30am if you wish to add to the order.

Can I cancel an order once it has been placed?

Yes, you can cancel an order once it has been placed. Charges may apply if the order has already been dispatched (Delivery or re-stocking fees where applicable). If the order has not yet been dispatched then we can cancel this without a cost being involved.

Can I place an order over the telephone?

Yes, please call our experienced Sales Team, on 0345 307 5000 to place an order over the telephone - opening hours are: Monday - Friday 09:00am - 17:00pm and Saturday 09:00am - 17:00pm

Payment

What payment types do you accept?

We accept most major credit or debit cards, including Visa Credit and Debit cards as well as Mastercard. Payments can also be accepted over the telephone. Unfortunately, we do not accept American Express cards

Do your prices include VAT?

I can confirm that all of our prices include VAT.

Can I pay via PayPal?

Of course, simply proceed to the checkout page and simply select the PayPal option.

Delivery

How long for delivery?

Approximately 90% of our stock displayed on our website are carried in stock and can be dispatched out for delivery. We offer the following delivery services: Standard 3 - 5 working day delivery, next working day delivery, next working day AM delivery and a Saturday delivery service. The prices for these will be advised at the point of checkout or by the telephone advisor

Where do you deliver to and if so, is there a charge?

We deliver directly all over the UK, Ireland and to the off-shore islands. The prices for these will be advised at the point of checkout or by the telephone advisor. Please view our Delivery page for further details.

Do I have to sign for my delivery?

The items would require a signature upon arrival at the property of your items. On given circumstances, when placing your order, you will have the option to leave additional information, regarding the delivery, such as 'Call before delivery' or 'Leave in garage' etc, to help your delivery driver* *this may not be guarenteed, but we will definately request it on your behalf.

Can you ship overseas?

Unfortunately not, we only offer delivery services within the UK, Ireland and the Channel Islands.

Will all the tiles delivered be from the same batch?

We will always try and send tiles out from the same batch, however, this is not always practical or possible. It is recommended for any tiling situation, that you do not fix any tiles, and that these are inspected prior to installation to avoid any potential batch shading problems.

What if my tiles are damaged or the order is incorrect?

All damages and irregularities must be notified within 48 hours of the delivery. The exact amount missing or damaged must be notified in writing along with an image and replacements will be sent out or a refund issued where necessary. It will be deemed acceptable that 1 or 2 tiles may be broken, due to the nature of the goods. In this instance we would recommend that you try to use these, where cutting is necessary. If you still require 1 or 2 tiles to complete the job, we will send out the replacements on the assumption the original notification was given within the timescale above.

Returns

What is your returns policy?

For full information on our returns policy, please read our Terms & Conditions and Returns page.

What if my tiles arrive damaged, or what if they're the wrong tiles?

If you receive damaged or incorrect tiles you will need to inform us within 2 working days of delivery. We will either refund you or send replacements as quickly as possible.

The tiles have arrived and they are not what I expected

If you have ordered tile samples, we will obviously carry out checks to ensure you have had the correct order / correct tiles picked etc and may ask you for an image of it next to what has been delivered. This will help us work out what has happened and help us to resolve the situation. If samples have not been ordered, Tile Giant cannot be held responsible for any discrepancies between the tiles ordered and the images / products on screen. We will, however, accept the goods back for a refund. Please see our Terms and Conditions / Returns page for more information.

Can I send left over tiles back?

We will refund any tiles that we received back as long as the items are returned within 30 days of the date of delivery. The customer will be responsible for arranging the return of the goods to our warehouse here: Tile Giant, FAO Returns, Common Lane, Fradley Park, Lichfield, Staffordshire, WS13 8NQ. We request that you input a covering letter with your address and your order number to speed the process of your returns up. The refund will be processed within 5 working days following our receipt of the return. For further details, please see our Terms & Conditions.