Frequently Asked Questions

Question How to place an order
Question Amend an existing order
AnswerEmail us [sales@tilecapital.com] with your order details and required amendments.
If your order has been dispatched, any amendments will be treated as a new order.
Question Change account details
AnswerClick here to amend your personal details.
Question Should I order extra tiles?
AnswerYes – we recommend that you order an additional 10% for breakages, wastage and cutting.
Question Delivery period
AnswerThree to five working days from your payment clearing. We use an independent delivery company for which we are not responsible and therefore cannot guarantee delivery times. If you require delivery on a later date, add the preferred delivery date as a note when completing your order.
Question How your tiles will be delivered
AnswerTiles will be shrink wrapped on a pallet and delivered curbside.
Question Returning unused tiles
AnswerWe do not accept returns on unused tiles due to the high cost of restocking and potential transit damage.
Question Damaged or incorrect orders
AnswerAll deliveries should be fully inspected and rejected if there is any damage. Any failure to inspect prior to accepting the delivery will render our returns policy on the basis of damages invalid. As an industry standard, it is deemed acceptable that around 10% of tiles may be chipped/broken whilst being transported from factories across the world. In these situations we request that these tiles are used on the outskirts of the installation. Any incorrect orders should be notified in writing (returns@tilecapital.com) within 24 hours of the delivery, complete with pictures and product details.
Question Items are not what you expected / returns
AnswerWe strongly suggest that sample tiles are requested prior to placing your order. We will not be held responsible for any discrepancies between the images on our website and tiles in person, due to potential screen resolution issues. You will be liable for the cost of returning the tiles to our warehouse and incur a 50% re-stocking fee.