Frequently Asked Questions
Delivery
What are your delivery rates?
For UK deliveries, our delivery rates are as follows:
- Sample purchases = Free delivery
- 1m² = £12.00
- 2m² = £16.00
- 3m² = £23.00
- 4m² = £28.00
- 5m² - 8m² = £90.00 (NOTE: Orders of this size require a pallet for delivery. This is the reason for the steep increase in the cost of delivery compared with smaller orders)
- 9m²+ = Free delivery (all UK orders exceeding £500 receive free delivery)
If you are based outside of the UK and would like to place an order, please get in touch using any of the means of contact listed on our Contact page and we would be more than happy to explore delivery options with you.
What courier service do you use for shipping and deliveries?
We generally ship samples using Royal Mail tracked services.
For orders ranging from 1m² - 4m² we typically use APC Overnight.
Orders of 5m²+ require pallet delivery, and for this reason orders of this size are sent via Pallet Force and one of the delivery providers within their network.
How long will my order take to arrive?
We ship all orders as quickly as we possibly can and provide frequent delivery updates on all orders.
Typically, your order will arrive within 2-4 working days. If you require your order by a specific date, please get in touch and we will do our best to accommodate your needs.
Where will my order ship from?
Your order will ship from our warehouse facility located in Lancashire, northwest England.
Do you ship internationally?
Yes, we ship internationally, but due to varying shipping rates in different countries, we're unable to offer an automated checkout option for international orders.
If you are based outside of the UK and would like to place an order, please get in touch using any of the means of contact listed on our Contact page and we would be more than happy to explore delivery options with you and facilitate your purchase.
Is it possible to collect my order?
Ordinarily, orders are not available for collection. However, if for some reason you would prefer to collect an order rather than have it delivered, please get in touch and we will do our best to accommodate your needs.
Please bear in mind that our warehouse is located in Lancashire, northwest England.
How will my order be packaged?
Your order will be packaged in cardboard boxes each containing 1m² of tiles. The boxes have the following dimensions: 16cm x 16cm x 42.5cm.
Returns
What is your returns policy?
You can return your full order to us, provided that all items are unused and in their original packaging, within 14 days of receiving your order for a full refund (excluding delivery charges).
Once you have notified us of your wish to return an order, you have 14 days from the date of notification to return the goods to us. All returned goods must be sent in their original packaging to our warehouse facility. Any opened boxes must be sealed accordingly before being returned. Customers are responsible for arranging transport and insurance of goods. Refunds will be processed within 5 working days following our receipt of the return. A photo of the goods being returned must be provided prior to arranging transit to allow us to determine that the items are in a resalable condition. To request to return an order, please get in touch.
Refunds and returns are not available for sample purchases.
What if my order arrives damaged?
If you receive damaged tiles, please contact us within 48 hours of receipt of your order with your order number and a photo of your damaged order as evidence for our insurance. If your order arrived on a pallet, please take a photo whilst the order is still on the pallet. We will endeavour to send replacements or issue a refund where applicable as quickly as possible.
Can I return leftover tiles from my order?
We are unable to accept returns of any leftover products or items that fall outside of a full order cancellation.
Products
Where are your tiles produced?
Our tiles are produced at an ethical and sustainable factory in Castellón, Spain.
Why do you sell porcelain tiles rather than ceramic tiles?
Largely because we believe porcelain to be a far superior material. Unlike ceramic tiles, porcelain tiles are frost-proof and can therefore be used in outdoor as well as indoor spaces. Porcelain tiles are also denser and harder than ceramic tiles, meaning they are more resistant to wear and tear and have a longer lifespan. Furthermore, porcelain absorbs less than 0.5% of water, while ceramic is more porous, making porcelain better for wet areas like bathrooms, kitchens, and outdoor spaces. Less water absorption results in better stain resistance as well, another advantage of porcelain.
In short, we're committed to selling you the best-quality tiles we possibly can, and where quality is concerned, nothing beats porcelain.