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We're here for you every step of the way. So whether you need guidance on choosing bathroom colours, have questions about our delivery process or need help with tile samples, don't hesitate to reach out. We love talking to our customers and our aim is to make your tile projects as easy as possible.

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FAQ's

General

How do I contact you?
Please email us at [email protected] or reach us on live chat. Alternatively, you can fill out the form on our contact page and we'll be in touch.

What’s the difference between porcelain and ceramic tiles?
The major difference between porcelain tiles and ceramic tiles is how they are made. Both tiles are made from a clay mixture that's fired in a kiln, but porcelain tile is made from more refined clay and it's fired at higher temperatures. This makes it denser and more durable than ceramic tile. Porcelain tiles are more suited to floors, whereas ceramic tiles are suitable for walls.

What should I do if I have a specific question about a tile?
If you have a specific question about any of our tiles or products, our customer service team will be more than happy to assist you. Simply email us at [email protected] or reach us on live chat.

Do you sell tile tools, accessories or grout?
Yes, we have a large range of products to choose from so you can find your perfect match in our range of adhesive, finishing products and tools. Our tiling tools and accessories are necessary for any tiling project to provide a professional finish and will help make your tiling easy and simple. Shop brands like BAL, Ultratile and Tileasy with GoTiles.


Ordering

How many tiles do I need to order?
Measure the space you’re wanting to tile and use our free tile calculator on all of our product pages and let us work out the amount of tiles we recommend you purchase. We always recommend adding 10% to allow for trimming and accidental damage.

How do I order my tiles?
Search for the specific product you are looking for in our easy-to-use search bar or browse our category pages to find the tiles you need. Click into your chosen product and simply enter the details for the area you wish to tile into our tile calculator and add to the basket. (Remember to include an extra 10% to cover waste and trimmings). At the checkout, you’ll be able to choose a convenient delivery date for your order.

If you’re experiencing issues or need further assistance please fill out our contact form or alternatively you can email us at [email protected].

Can I cancel or amend my order?
Please contact us within 24 hours of placing your order. If your order has been dispatched from our warehouse, charges may apply. Please contact our customer service team for cancellation.

Can I order tile samples?
To make sure you’ll be completely happy with your purchase, you can order up to three different tile cut samples, completely free of charge. Full tile samples can also be ordered, these are charged at the price of the tile. Just select 'Cut Sample' or ‘Tile Sample’ on the products you are interested in and add them to your basket. Please note that delivery charges will apply for all tile sample and tile cut sample orders.


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. We offer a great range of payment options online, including: Credit Card, Debit Card, PayPal, Apple Pay, Klarna and Finance.

Do your prices include VAT?
Yes, all our prices on the website include VAT. A VAT invoice is automatically generated once your order has been dispatched; you can contact our customer service team with the order number and delivery address, and we can send an additional copy to you if required.

Do you offer Interest Free Credit or Finance?
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Delivery

When will my order be delivered?
Orders will be delivered by one of our carefully selected couriers and delivery is available Monday to Friday.  You can select your prefered delivery day at the checkout. Slots are an all day service, starting from 7.30am up until 6.00pm. Please allow 3-5 working days for your order to be delivered. Please note your order will be delivered kerbside on your chosen delivery date if orders are over 18kg. Please refer to our delivery page for extra information.

How do I track my order progress and delivery?
You can log into your account to see the status of your order. You will also receive a confirmation email and tracking information once your order has been shipped. If you need further assistance please fill out our contact form or alternatively you can email us at [email protected].

I am missing tiles, what do I need to do?
We recommend checking your order once it has arrived to ensure it is correct. If you think something is missing from your order you need to contact our customer service team as soon as possible. All missing items need to be reported within 48 hours of receiving your order. For the full information about missing items and claiming replacement items please see our terms and conditions page.

Can you ship outside of the UK?
Unfortunately, we can only offer delivery within the UK.

Why do my tiles look different to the photos shown online?
Tiles can have different characteristics and can appear slightly different in certain lighting conditions. Please note that some of our tiles are made up of an array of different colours, tones and textures so may appear slightly different to what is shown in our photos.


Returns

What is your returns policy?
If you wish to return any goods to us, they must be returned to us in a resalable condition. We can only accept returns on unopened boxes and you’ll need to arrange the delivery back to our warehouse. You have 30 days to get the items back to us. For the full information about our returns policy please visit our returns policy page.

Could I return any unused tiles?
Unfortunately, we can only accept returns on unopened boxes of tiles. Read our full returns policy here.

I have damaged tiles, what do I need to do?
We recommend checking your order once it has arrived to ensure it is correct. If you spot damage to any product in your order, you need to contact our customer service team as soon as possible with photo evidence. All damages or defects need to be reported to us within 48 hours of receiving the items. For the full information about damages and claiming replacement items or a refund please see our terms and conditions page.

Spot damage on delivery? 
We recommend you make a note next to your signature when signing for the delivery or you can refuse your delivery.

How long does it take to get my refund?
We aim to process all refunds within 14 working days.

Always here to assist

We’re here to assist with any questions or advice you may need.

Tile Samples

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Home Inspo

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