FAQs

Before You Order

What should I know about my chosen product before ordering?

Check suitability, sizing, and thickness to ensure the product is right for your application.
If your project is imminent, verify that we have available stock. Occasionally, we may be awaiting stock, so please check whether new stock is expected within your timeframe.
Alternatively, we may have a substitute size, color, or similar product available for rapid delivery.
View as much of the product as possible before placing your order to ensure you’re happy with any variations in shade, texture, and edge finish. You can visit a showroom, request samples (small and full size), and view images.
Please note that samples and images serve as a guide only and may not capture all possible tonal and texture variations.

How can I be sure I’m ordering the correct quantities?

We recommend ordering 10% extra to allow for cutting, minor imperfections, breakages, and any future needs.
Be aware that additional separate orders of the same product may come from a different batch, resulting in slight variations in size and shade. We recommend ordering from a single batch unless your project can accommodate these differences (e.g., separate rooms).
If laying tiles in a herringbone, diagonal, or intricate layout, consider ordering a minimum of 15% extra to account for additional cutting.

How can I place my order and pay?

Your quotation includes a unique reference number in the top right corner. You can call our office or visit any of our stores to pay by card, citing this number. If you don’t have the reference, we can look up the quotation using the billing name and postcode.
You can also pay by bank transfer; our bank details are included with all quotations.
Alternatively, you can place your order on our website or visit a store.

Is my order in stock, and when could it be delivered?

We stock large quantities, so most orders are available for delivery within 5-7 days from payment.
If you require a specialist off-load or vehicle (e.g., crane, all-terrain demountable forklift), delivery may take longer due to high demand.
We strive to accommodate preferred delivery dates and also offer collection from our Head Office in West Sussex (BN18 9PY) by appointment, with a suitable vehicle.
If your chosen tiles are not in stock, the lead times will be included in your quotation. If those times are unsuitable, we can suggest alternatives.
We are happy to store your tiles for up to 4 weeks before delivery.

If out of stock, when will my order be available?

The lead time in your quotation is an estimate and may vary by a few days.
If your order is paid for, we will contact you once the goods are in stock to arrange delivery.
If your order is still in the quotation stage, you can request an update on lead times. However, a quotation does not secure stock, and lead times may change.

Is my vehicle suitable for collection?

Your order must be collected safely and securely for both your safety and the protection of your goods.
As a guideline, up to 200kg can be transported in a family car. Heavier orders will need to be palletized for forklift loading.
Important: Ramps or tailgates may prevent forklifts from loading your vehicle. If we cannot load a palletized order safely, you may be turned away.
Collections are at the customer’s own risk. We reserve the right to refuse collection if the order cannot be loaded safely.

Where do I collect my order?

All collections must be made from The Vinery Industrial Estate, Unit 18-52, West Sussex, BN18 9PY.
Orders placed via the website cannot be collected from any other location.

What if I can’t make my scheduled collection time?

If you’re running late, contact us at 01903 889 888 to discuss available options. We will do our best to accommodate you.
Collection slots are:
- AM: 9:30 am – 12:00 pm
- PM: 12:30 pm – 4:30 pm
The latest collection time is 4:30 pm. Arriving outside the scheduled time may require rescheduling.

Should I inspect my order upon collection?

Yes. Please check the general condition of your order upon collection. If any visible damage is present, notify the staff assisting you.
Many orders include extra materials beyond the purchased quantity (detailed on your paperwork). Minor edge chipping and slight imperfections are normal and can often be used in cuts.
We recommend ordering 10% extra to account for potential cutting and wastage.
Once goods leave our premises, responsibility for their safe transport lies with you or your haulier. We cannot be held liable for damages incurred during transit.

Can I amend my order?

Before payment, alterations can be made freely.
After payment, if the order has been packed or booked for delivery, amendments or cancellations may incur additional costs. Orders often leave the warehouse a few days before the scheduled delivery date, so early notice is essential.

What should I do if my order arrives damaged?

Inspect the general condition of your order upon delivery and document any visible damage on the delivery note.
Open outer packaging carefully to inspect the material.
Do not sign as “unchecked”, as this may invalidate future claims.
Report any issues as soon as possible, within the timeframe outlined in our Terms and Conditions.
Most orders include extra materials beyond the purchased quantity (see paperwork). Minor edge chipping and slight imperfections are common and often usable for cuts. We recommend ordering 10% extra to cover potential cuts and wastage.

How should I unpack and store my order?

Store in a cool, dry place, away from direct sunlight and extreme temperatures (above 5°C and below 35°C).
Unboxed tiles should be stacked vertically (on edge) but not directly on a hard surface to prevent chipping. Keep any protective film or spacers to avoid scratches when handling.
Stone tiles may be packed wet and could appear darker until fully dried.
Porcelain tiles are usually boxed; keep them in their packaging until ready for installation.
Important: We do not offer collection of packaging materials.