Order FAQs

Before placing an order, confirm the size, thickness, and fit of your product for your specific application. It’s a good idea to check stock availability, especially if you’re on a tight deadline, as there may be times when new deliveries are pending. If that happens, we’ll provide estimated arrival times or suggest alternative sizes, colours, or products that are in stock.

To ensure you’re fully confident in your choice, we encourage you to view the product in person at one of our showrooms, request samples (small or full-size), and browse our product images online. Keep in mind that natural variations in shade, texture, and edge finish can occur, which adds to the product’s unique character.

Your quotation will include a reference number for payment. You can pay via bank transfer using the details in your quotation (be sure to include the reference number), or you can pay by phone at one of our showrooms or our sales office. We can also help locate your quotation using your billing name and postcode. You may also place your order directly on our website or in-store.

You can amend your order prior to payment. Once your order is packed and delivery is scheduled, changes or cancellations may incur fees. Orders often leave our warehouse a few days before the delivery date, so the sooner we know about any changes, the better we can assist. Providing early notice helps us accommodate your needs more effectively.

A quote does not guarantee availability. Your stock is only reserved once payment is completed.

We recommend ordering 10% extra to allow for cutting, minor imperfections, and future needs. Keep in mind that separate orders for the same product can come from different batches, potentially causing slight variations in size and shade. If consistency is crucial, it’s best to order from one batch.
For more intricate tile layouts like herringbone or diagonal patterns, consider ordering a minimum of 15% extra to account for additional cutting.

You’re always welcome to visit our showrooms without an appointment! However, during busy periods, we recommend giving us a quick call beforehand if you’d like some personalised assistance this way, we can make sure someone is available to help you.

Please note that The Outlet in Monmouth operates by appointment only. So, before planning your visit there, please reach out to us by phone or email to book a convenient time. We look forward to welcoming you and making your experience as smooth and enjoyable as possible.

Absolutely! You’re welcome to place your order in the showroom, and our friendly team will be happy to guide you through the process. We’ll arrange delivery based on stock availability and the next available delivery slot, doing our best to find a time that works for you.

Yes, we have plenty of samples available in our showrooms that you’re able to take home to help you make your decision.

When you visit us, it’s helpful to bring along any floor plans, design ideas, photos of your space, and any specific measurements you have. Having these on hand allows our team to better understand your vision and needs, so we can offer the best advice and help you select the perfect materials for your project. The more information you can share, the easier it is for us to guide you toward choices that will truly bring your space to life.

If you’re working on a project with a tight budget and looking for cost-effective tile options, be sure to visit our Monmouth Outlet. During your visit, you’ll have access to a wide selection of clearance tiles, yard stock, end-of-line designs, slightly damaged items, seconds, and bin ends. You’ll also find discontinued tiles at exceptional prices, perfect for picking up a bargain or two. Please note: all items are sold as seen, and visits must be arranged in advance.

Tile fabrication provides enhanced design flexibility, allowing you to create truly customised finishes that go beyond standard premade options. With custom fabrication, you can add a variety of unique edge profiles to your tiles, such as elegant bull nosing, durable step treads, and precise bullnosed pool coping. These tailored details not only elevate the aesthetic appeal of your project but also improve functionality and safety. Whether you’re designing a stylish staircase, a luxurious pool area, or a sophisticated interior, fabricated tiles offer the versatility to bring your vision to life with exceptional craftsmanship.

For any inquiries related to fabrication services, please do not hesitate to contact our dedicated team at [email protected]. We are here to assist with technical advice, project specifications, lead times, and tailored solutions to meet your specific needs.

We can work to plans or physical templates produced by you or your contractor which can be dropped off to any of our showrooms around the country. Templates need to be made from plywood or Correx, as water is used in the cutting process carboard or paper templates are not suitable.

During a site visit, we evaluate the space, take precise measurements, and discuss your vision and requirements. This initial assessment ensures that we understand your needs and can provide a detailed and accurate plan for the project. Our goal is to identify any potential challenges and opportunities, ensuring a smooth workflow and a successful outcome. Please note this option is only available in certain areas of the country, please ask for details.

Yes. We offer competitive trade discounts across our wide selection of natural stone and porcelain tiles. These discounts are designed to support trade professionals by helping you manage project costs without compromising on quality or design. Whether you’re working on residential or commercial projects, our trade pricing enables you to meet client budgets while accessing premium materials and a broad range of styles and finishes.

Our quantity discounts are designed to reward your continued business with increasing savings. Here’s how it works:

• Accumulative ordering: Your orders accumulate over time, so as your total purchased volume grows, you’ll automatically qualify for higher discount tiers. There’s no need to place a large order all at once, your ongoing purchases count toward your total.

• Starting at just 25 m²: Once your cumulative order volume reaches 25 m², you’ll unlock the first level of discount. Greater savings are available at higher volume thresholds, such as 50 m², 75 m², and beyond.

• Applicable to non-promotional items: Quantity discounts apply only to products at full list price and cannot be combined with other promotions or special offers.

If you regularly place larger orders, these discounts are a great way to get more value. Just reach out to our team to learn more or to check your current discount tier.

We recommend carefully inspecting all boxes or pallets upon delivery to check for any damage before handling. When unpacking, remove spacers, banding, and shrink-wrap with care, ensuring that the tiles and any ancillary items are not damaged. Any wooden braces should be gently levered apart, and banding should only be cut once the tiles are fully supported to prevent breakage.

To maintain your tiles in the best condition, store them indoors or in a covered area, protecting their edges from impact or moisture. Tiles should always be stacked vertically (on edge) rather than flat on hard surfaces, as this reduces the risk of edge chipping. Protective film or spacers should be kept between tile faces to prevent scratching when moving or handling the tiles.

Stone tiles are often packed wet and may appear darker in shade until fully dry, which is normal. Ensure that all ancillary items are stored in dry conditions and protected from freezing temperatures. Finally, having sufficient help on site when unpacking will make the process safer and smoother for everyone involved.

Before installation, it is essential that natural stone tiles are mixed from multiple crates or pallets to achieve a balanced and authentic variation in colour, tone, and veining. Natural stone is inherently variable, and unpacking and blending tiles from different batches helps prevent noticeable colour banding or clustering of similar tones in one area. For this reason, all materials should be unpacked and dry-laid where possible prior to fixing.

Patterned ceramic and porcelain tiles are typically supplied as a random mix of designs and are boxed to support this intended distribution. When installed as directed, this randomisation ensures the pattern appears balanced and visually pleasing across the finished surface. Other porcelain tiles, even those with a uniform appearance, can be installed in a variety of layouts or patterns, such as staggered, herringbone, or modular formats, using a single tile type.

To achieve the best possible result, all tiles should be unpacked, inspected, and approved before installation begins. This allows any issues to be identified early and ensures the overall aesthetic meets expectations. It is also important that your tile installer (fixer) is fully briefed on the intended layout, pattern, and any design preferences prior to fixing, as tiles that have been installed are generally considered accepted.

Minor edge chipping can sometimes happen during packing or unpacking, and this is quite common and to be expected with natural materials. The good news is that these small chips are still perfectly usable! In fact, they’re ideal for making cuts during installation, helping you get the most out of your materials and reduce waste. If you have any questions about how to use these pieces, we’re always here to help!

We take great care in carefully packing and checking every order before it leaves us. However, because tiles are fragile, occasional damage in transit can still occur. If you notice any damage or missing items, please let us know as soon as possible, along with clear photos, so we can arrange prompt replacements. Please don’t install any damaged or incorrect tiles.

Sometimes your delivery may include a few extra or broken tiles. These are added intentionally to help protect the rest of the order during transport and will be noted on your delivery paperwork.

As outlined in our returns policy, any damages must be reported within 7 days of delivery (or within 48 hours for trade customers).

Natural stone is carefully packed into crates while still slightly damp. This is because the stone is cut using water-cooled gang saws and then quickly finished and packed to preserve its quality. As the stone begins to dry naturally after unpacking, you may notice it gradually lightening in colour. This is completely normal and part of the natural drying process. As it dries, the stone reveals its true tones and unique characteristics, enhancing its natural beauty.