Frequently Asked Questions
Certainly, you can order a sample of most tile or flooring products on our website. Cut samples of our tiles and flooring are free of charge. Full tile samples can be ordered, these are charged at the price of the tile and delivery is free. All full 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). Cut samples are sent via Royal Mail.
If I supply measurements can you calculate the 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.
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 08:00am - 17:00pm but it is advised to call us if your enquiry is urgent
Can I order single tiles or do I have to purchase complete boxes?
The majority of our tiles and all of our flooring products are sold in full boxes, How the product is sold is indicated on the product page.
What if I need to amend / make additions to my order?
Unfortunately we are unable to amend orders which have already been placed. If you wish to change your order it will be necessary to refund your order and create a new one. Sorry for any inconvenience.
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 08:00am - 17:00pm
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?
All of our prices include VAT.
Of course, simply proceed to the checkout page and simply select the PayPal option.
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 5 - 7 working day delivery (Free over £250). Next Working Day Delivery (Order before 12 pm). 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 (excluding Northern Ireland). 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 directions to help your delivery driver* *this may not be guaranteed, but we will definitely request it on your behalf.
Unfortunately not, we only offer delivery services within the UK (excluding Northern Ireland)
Will all the tiles be delivered from the same batch?
We will always try and send tiles or flooring out from the same batch, however, this is not always practical or possible. It is recommended for any tiling or flooring situation, that you do not fix any tiles or flooring, and that these are inspected prior to installation to avoid any potential batch shading problems.
What if my tiles or flooring 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.
What is your returns policy?
For full information on our returns policy, please read our Terms & Conditions and Returns page.
What if my tiles or flooring arrive damaged, or what if they're the wrong tiles or flooring?
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 and flooring 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 back left over tiles or flooring?
We will refund full boxes of tiles or flooring that we receive 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, Unit B Nimbus Park, Mount Pleasant Road, Thorne, Doncaster, South Yorkshire, DN8 4HT. 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. Alternatively, you can return unopened boxes to your store within 30 days of collection or delivery.
If you are unable to return the goods to one of our stores or Warehouse, our Customer Service team can arrange the collection for you on a day that is convenient. Simply call our team on 0345 307 5000 or email email@example.com with your order number and we will arrange the rest. You must notify us within 30 days of delivery or collection. There is a charge of £35 for this service which can be deducted from your refund amount.