FAQs

Q?Do you have a showroom?
A.

Yes, at our Leeds address there is a showroom where you can see all our tile ranges.

Q?Where are you based?
A.

We are based in Leeds, West Yorkshire, at the Courtyards Industrial estate just off the ring road. Call us if you require specific directions.

Q?Do you do trade prices?
A.

We can offer a range of trade prices on large or repeat orders. If you are a trader and you regularly need tiles, call us today and discuss setting up a trade account or having one of our reps visit you.

Q?Do your prices include VAT?
A.

Unless stated our prices do not include VAT

Q?I’m being asked for personal details via e-mail e.g. card details from a suspicious source, what should I do?
A.

Report the email immediately and delete it. Do not reply, we will never request sensitive information over email. If we need details such as this one of our team will call you and discuss the request.

Q?Do you store my credit/debit card details?
A.

We do not store any credit or debit card details from any of our customers, and nor would we even if a customer requested this.

Q?Do you store my personal details?
A.

We make a record of your order details, which includes your address and contact details. This enables us to provide you with a better service as we can quickly see our previous contact with you and any requests you have made. We would never pass this information on, under any circumstances, to anyone. Our privacy policy can be viewed in full here.

Q?Where can I find your returns policy?
A.

Please click here to view our returns policy.

Q?What do I do in the event of breakages?
A.

We take care to pack our tiles safely but cannot guarantee that breakages will not happen. In the event of a breakage in transit we advise that you sign the delivery receipt as ‘damaged’, and then photograph the pallets as you received them. Then call our office and send us the images and we will arrange re-delivery.

Q?My order hasn’t arrived? What should I do?
A.

In the unlikely event that this should happen, please call us and we will track your order for you.

Q?Can I collect from your address?
A.

We are happy to arrange orders for collection, call us to get advice on the weight and size of your order.

Q?Will I be contacted before delivery?
A.

If you have placed an online order a member of our team will contact you to arrange delivery. We can also arrange for our hauliers to ring you before delivery to let you know they are on the way.

Q?How long does it take for special order products?
A.

This depends on the product you have ordered and the quantity, but we say to allow between four and six weeks from the date of ordering.

Q?What types of delivery are there and at what cost?
A.

We can do standard delivery, next day delivery and Saturday delivery to most areas of the UK. Please however call us to confirm your requirements as we cannot guarantee all delivery types.

Q?What do I do if my sample hasn’t arrived?
A.

Give us a call and arrange re-delivery.

Q?How many samples may I request?
A.

As many as you like! Up to three samples will be sent free of charge, for orders that require more than three samples a small charge may apply.

Q?How long do the samples take to arrive?
A.

The samples should arrive to you within the week, but we can arrange for a faster service when necessary, and in emergencies we can use next-day recorded delivery service to ensure that your project is not held up.

Q?What size are the samples?
A.

Our samples come as a standard 100mm x 100mm square, although larger samples are also available on request. Call us for more details.

Q?How much do the samples cost?
A.

You can order up to three samples from us absolutely free of charge, with no delivery charges attached. We then charge £2 per sample after that.

Q?How can I check my order progress?
A.

Phone us and our dedicated team will keep you updated on the progress of your order, from consignment dates on a special order, to driver updates on delivery day.

Q?Can I change the delivery method after ordering?
A.

Yes, and this can be done until within 3 days of delivery.

Q?Can I change my order?
A.

We are happy to change any order you make, both with additions or removals, provided this has not already been shipped. Please ring us at the earliest convenience to arrange the modification.

Q?Why am I being asked to provide a form of ID?
A.

We are committed to the fight against credit card fraud and as a precaution we ask for identification when the shipping and billing address are different. This Identification can take the form of a council tax bill or utility bill that ties the cardholder to the billing address.

Q?What forms of payment do you accept?
A.

We accept all debit cards, and all major credit cards (with the exception of American Express) with an additional 2.5% fee on credit card payments. In addition we accept Paypal, BACS and Sage Pay payments. We can also take cash payments in our Leeds Showroom.