1. How can I place my order?

Orders should preferably be placed online through our websites. If you require any assistance when ordering online, please get in touch with us via the methods stated at the top under “How can I contact Tilezone?”, our staff will be more than happy to help you out.

2. Can I place my order over the phone?

Certainly, although the preferable method is to place the order online. Nevertheless, you could place the order over the phone. Our staff will be happy to help you out.

3. Is there a Minimum Order Requirement?

There is no Minimum Order Requirement.

4. Can I make amendments to my order?

If the order has not been dispatched, we can arrange to make additions to your order. Once it has been dispatched, no additions can be carried out.

Additions to order will increase the load weight, which consequently could also incur additional delivery charges. Hence, please ensure that you have ordered the correct amount that you require.

5. Can I cancel my order?

Please refer to the “Cancellations/Returns” section on the “Terms & Condition” page of our website. The link for the T & C page is as follows: https://www.tilezone.co.uk/Terms-and-Conditions

6. What is your Returns policy?

Please refer to the “Cancellations/Returns” section on the “Terms & Condition” page of our website. The link for the T & C page is as follows: https://www.tilezone.co.uk/Terms-and-Conditions

1. Are your prices inclusive of VAT?

All our prices include VAT.

2. What payment types do you accept?

We accept the following payment types:

• Visa Credit Card / Debit Card
• Master Credit Card / Debit Card
• Maestro Card
• JCB Card
• Paypal

3. How long does your refunds take to process?

We aim to process our refunds withing 7-10 working days. If you haven’t received your refund within 10 working days, please get in touch with us via the methods stated at the top under “How can I contact Tilezone?”, our staff will be more than happy to help you out.

1. What is the cut off time for same day shipment?

The cut off time is 2:00pm. Orders received after 2:00 pm are prepared for dispatch the next working day.

2. How long does the delivery take after shipment?

• On a Next Day delivery service, you shall receive it the next working day.
• On an Economy Delivery service, you shall receive it within 3 working days.

3. Does your delivery service schedule apply nationally?

Yes, it does apply to majority of postcodes in UK.

However, there are certain postcode areas that fall under special delivery zones. If your postcode falls in that zone, then you can only choose an Economy Delivery service and it will take longer than the normal 3 working days.

4. What are your delivery charges?

Our delivery charges depend on the order weight load and the location of the delivery. Our website’s Checkout will work the charges out for you. Once you have chosen everything that you require, click on “Checkout Now”. The Shopping Cart page will then appear, enter your full delivery address’s postcode and click “Get Quote”. The page will then provide you with your delivery options and its relevant charges for your order.

5. Is it going to be a Kerbside Delivery?

Yes, we can only do Kerbside Deliveries.

6. Do I have to sign for my delivery?

A responsible person must be present upon delivery to inspect and sign for the delivery.

7. Do I need to check my delivery for damages?

Upon delivery, you will have up to 20 minutes to carefully check and sign for your order. If the driver does not allow you to check the goods, you are entitled to refuse the goods.

8. What if I receive damaged tiles?

Please ensure the following steps are followed in the event of any damages:

1. Check all goods are present.
2. Inspect for any damages.
3. Take Photos of the Damages (Full Pallet and Damaged goods).
4. Please sign for as "Damage Goods" on the driver's electronic device or delivery note, in any event of any damages.
5. Inform us within 24 hours by Phone or Email.

All the Above steps must be completed.

Please note that we can ONLY issue free replacements IF the above steps are followed.

9. Are tiles delivered from the same batch for an order?

Yes, we only deliver same batch tiles for the same order.

1. If I have ordered extra, Can I return the extras for a refund?

 Yes, you can return any unused items within 30days from the date of purchase.

They need to be in the original packaging. The returned tiles will be checked at our warehouse and a refund for the returns will be issued accordingly.

Refund can ONLY be issued back to the original means of payment.

2. Can Tilezone arrange a collection for the returns?

​A collection can be arranged for any returns, however in addition to the return's delivery charge; there will be an additional Collection Fee of £30.

The return's delivery charge will be the same as the delivery charge paid for shipping out the goods to your delivery address..

3. How can I book a collection for return?

​Request for collection can be made by sending an email to us at info@tilezone.co.uk.

The return goods must be secured on a Pallet. Once the return goods are secured on a Pallet and ready for collection, a pic of the secured Pallet must then be sent to our email.

Upon receiving the pic of the Secured goods, we will then book a collection with the Haulage company.

4. What should I do to make a claim for receiving damaged tiles?

​Any claims for receivng damaged tiles can only be accepted if the delivery was signed for as "Damaged Goods".

If the delivery is not signed for as "Damaged Goods", the Haulage company does not accept any claims for damages in Transit.

Therefore, Tilezone will not be able to replace or refund any Damage tiles that are not signed for.

Our contract with the Haulage company is that the drivers have to give you upto 20mins to check the goods before signing for delivery.

If you have any issues or concerns when signing for the delivery, please do not hesitate to contact us on 02034325198.

5. What is Tilezone's process of sending replacments out?

​If the delivery was signed for as "Damaged Goods" we can only then replace or refund the damage tiles.

A pic/pics showing the quantity and nature of damage needs to be sent to our email address, info@tilezone.co.uk.

The total number of damage tiles must be shown in one pic to validate the claim's total number of damage tiles.

We will then arrange for a collection of the damage tiles by the Haulage company.

Once the damaged tiles are collected by the Haulage company, we can then send replacments out to you for the damaged tiles.

This whole process of replacing damaged tiles (reporting damaged tiles, collection of the damaged tiles and sending out replacements of the damaged tiles) ususally take 2-3 weeks.

6. Can I get a refund for the damaged tiles instead of them getting replaced?

Yes, you can certainly request for a refund instead of replacments. A refund's process is usually quicker compared to replacements. 

The process of getting refund for a Damage Goods Claim is the same as getting replacments. The refund can only be issued after the Damage tiles have been collected by the Haulage company.

However, in any circumstances; Tilezone will retain the final right to choose whether to send replacments out or issue a refund for a valid Damage Goods Claim.

7. What If I have ordered something I don't like or don't need, can I return them?

​Yes, indeed you can return them. For full details of return and collections, please refer to questions 1-3 of this section (Damages and Returns).