Frequently Asked Questions

Got a question? You’re in the right place.

We’ve answered some of the most common questions about ordering tiles, delivery, returns, payments and installation below.

Can’t find the answer you’re looking for? Get in touch with the Tile Distro team and we’ll be happy to help.

Ordering

How do I place an order?

You can place your order directly through the Tile Distro website. Simply choose your products, select the quantity required, add them to your basket and follow the checkout process.

Can I place an order over the phone?

If you need help placing an order, please contact the Tile Distro team and we’ll be happy to assist.

Do your prices include VAT?

Yes. All prices displayed on the Tile Distro website include VAT unless otherwise stated.

How do I know how many tiles I need?

Measure the length and width of the area you wish to tile to calculate the total square metres required.

We recommend ordering approximately 10% extra to allow for cuts, breakages and wastage during installation. More complex layouts and laying patterns may require additional wastage.

Can Tile Distro help me calculate how many tiles I need?

Yes. If you’re unsure how many tiles to order, contact our team with your measurements and we’ll do our best to help.

Please remember that any quantities we recommend are estimates based on the measurements and information you provide. We recommend confirming quantities with your professional installer before placing your order.

Why should I order extra tiles?

We recommend ordering approximately 10% extra to allow for cuts, breakages and wastage.

Keeping a few spare tiles after installation can also be useful should you need to replace a tile in the future.

Products & Tiles

Will all my tiles look exactly the same?

Not necessarily. Some tiles are specifically designed to feature variations in colour, shade, pattern and texture.

This is particularly common with natural stone-effect, marble-effect, wood-effect and patterned tiles.

We recommend opening several boxes and mixing tiles from different boxes before installation to achieve the best overall appearance.

Can tile colours vary between different orders?

Yes. Tiles manufactured at different times may have slight variations in colour, shade and calibre.

For this reason, we strongly recommend ordering enough tiles to complete your entire project in one order.

Can I use wall tiles on the floor?

Only if the product is specifically stated as being suitable for floor use.

Wall tiles are not necessarily designed to withstand the weight, pressure and foot traffic associated with flooring.

Always check the product information before installation.

Can floor tiles be used on walls?

Many floor tiles can also be installed on walls, provided the wall and substrate are suitable for the weight of the product.

We recommend checking with your installer before fitting heavier or large-format tiles to walls.

Are your tiles suitable for underfloor heating?

Many porcelain and ceramic floor tiles are suitable for use with underfloor heating systems.

However, suitability may vary between products, so please check the individual product information and follow the recommendations of your installer and underfloor heating manufacturer.

Delivery

How much does delivery cost?

For most of Mainland England, Wales and South Scotland:

Orders over £299 — FREE DELIVERY

Orders under £299 — £29.99

Small parcels under 15kg — £11.99

Delivery charges for other areas may vary depending on your location.

Please enter your postcode at checkout for the most accurate delivery charge.

When will my order be dispatched?

Orders placed before 2pm Monday to Friday will typically be dispatched the same day, subject to stock availability and successful payment.

Orders placed after 2pm, at weekends or on Bank Holidays will usually be processed on the next working day.

How will my tiles be delivered?

Larger and heavier tile orders are usually delivered securely on a pallet.

Smaller orders weighing less than 15kg may be sent using a parcel delivery service.

What does kerbside delivery mean?

Kerbside delivery means that your order will be delivered to the nearest safe and accessible location to your property.

The driver is not responsible for carrying tiles into your home, garage or other property.

Tiles can be extremely heavy, so please make suitable arrangements to safely move and store your order.

Do I need to be available for my delivery?

Depending on the delivery service being used, someone may need to be available to accept the order.

Please ensure you provide accurate contact and delivery information when placing your order.

What happens if there are access restrictions at my property?

Please contact us before delivery if your property has restricted access.

This may include narrow roads, low bridges, weight restrictions, steep inclines, low-hanging trees or other obstacles.

If the delivery vehicle cannot safely access your property, your order may be delivered to the nearest suitable location.

Damages & Problems

What should I do if my tiles arrive damaged?

Please contact Tile Distro within 2 working days of receiving your delivery.

You’ll need to provide your order details along with clear photographs showing the damaged products and packaging.

Where possible, please take photographs before moving the goods from the pallet.

What should I do if I receive the wrong product?

Please contact us within 2 working days of receiving your order and provide your order details and clear photographs of the products received.

We’ll investigate the issue and arrange a suitable solution.

Should I check my tiles before installation?

Yes. Always check your entire order before installation begins.

Please check the product, colour, shade, size, quantity and condition of your tiles.

We cannot accept claims for visible damage, incorrect products or other issues that should reasonably have been identified before installation once the tiles have been fitted.

Returns & Cancellations

Can I cancel my order?

You have the right to cancel your full order within 14 days of receiving your goods.

Once you have notified Tile Distro of your cancellation, you will have a further 14 days to return the goods to us.

Returned products must be unused, in their original packaging and in a resalable condition.

Can I return leftover tiles?

Tile Distro is unable to accept returns of leftover tiles or individual boxes that fall outside of a full order cancellation.

We recommend carefully calculating the quantity required before ordering.

Who pays for return delivery?

Customers are responsible for arranging and paying for the safe return of unwanted goods.

We recommend using a suitable insured delivery service.

How long will my refund take?

Once your returned goods have been received and inspected, approved refunds will usually be processed within 5 working days.

Please allow additional time for your bank or payment provider to process the refund.

Can I return special-order products?

Products that have been specially ordered, customised or sourced specifically for you cannot usually be returned unless they are faulty or damaged.

Payments

What payment methods do you accept?

Available payment methods will be displayed during checkout.

Is it safe to order online?

Tile Distro uses secure online payment processing to help protect your payment information when placing an order.

Installation & Advice

Do you offer an installation service?

Tile Distro supplies tiles and related products. Unless otherwise stated, installation is not included as part of your purchase.

We recommend using an experienced and suitably qualified professional installer.

Can you recommend a tile installer?

Contact the Tile Distro team and we’ll do our best to help with general advice.

Should I book my installer before my tiles arrive?

We strongly recommend waiting until you have received and fully checked your order before confirming an installation date.

Tile Distro cannot accept responsibility for installer costs, delays or other expenses resulting from delivery issues, damaged products or incorrect quantities.

What adhesive and grout should I use?

The correct adhesive and grout will depend on the type of tile, substrate, location and installation requirements.

Always check the product instructions or seek advice from a suitably qualified professional before installation.

Still Need Help?

Can’t find the answer you’re looking for?

Contact the Tile Distro team and we’ll be happy to help with questions about products, ordering, delivery and returns.