FAQ's

Orders can be placed via our website or by telephone. To order goods on our website you need to register as a customer. By registering you supply us with information such as your contact details, which will enable us to contact you if any problems arise and to deliver your order to you. We have a dedicated sales person available to take your order on the phone.

Please ensure that you have ordered the correct amount of tiles you require, any additions, or amendments will be subject to carriage costs depending on weights and quantities. Each request will be looked at on an individual basis and charged accordingly.

Simply click ‘Account’ and log into the site. Here you can change your address, phone number, email address etc.

You can submit a request via our website by clicking on ‘My Account’ and entering your email address in the ‘Forgotten Password’ box.

We recommend that you allow an extra 10% for wastage and cuts for your order.

All of our tiles are delivered through a nationwide haulage company across mainland UK. Our standard delivery time is 3-4 days from your payment clearing.

Yes you do, for security reasons, it is necessary to get a signature for you tiles, unless specific delivery instructions are given in writing to leave them somewhere. If the tiles are left, Tile Trolley do not accept any further liability for the tiles.

Yes you can, we will need a full postal address, and we may contact you to ensure that there are no security problems regarding transaction and delivery. If possible, to avoid any confusion it may be better to contact us regarding a different delivery address prior to placing the order.

Unless by prior arrangement, the driver will not leave the tiles. If a second delivery attempt is required, an additional charge of £39.00 is likely to be incurred.

Tiles will be shrink wrapped on a pallet and delivered to the ground level edge of your property. The driver will NOT be able to assist getting the tiles into your property due to insurance purposes. Orders under 20kg weight will be delivered with a parcel courier.

Due to the cost of haulage and the increased risk of the tiles being damaged in transit, Tile Trolley do not offer a returns policy on unused tiles.

All damages and irregularities must be notified within 2 working days of the delivery. The exact amount missing or damaged must be notified, in writing and replacements will be sent out FOC. All damaged or faulty goods may be collected at the request of the delivery/collection company. It will be deemed acceptable that 1 or 2 tiles may be broken, due to the nature of tiles, in this instance we would recommend that you try and use these where cutting is necessary, if you still require 1 or 2 tiles to complete the job then we will send out the replacements on the assumption the original notification was given within the timescale above.

If you have ordered samples, we will obviously carry out checks to ensure you have had the correct order, the correct tiles have been picked etc, and ask you to supply the sample tile, or an image of it next to what has been delivered. This will help us work out what has happened and we will resolve the situation. If you had not ordered a sample, then Tile Trolley cannot be held responsible for any discrepancy from the images on the website, and how they appear on your screen. If you do not want them, you will be liable to have the collection charge and 10% re-stocking fee deducted from your refund.

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