Ordering FAQs

Before placing an order, we recommend confirming the size, thickness, and suitability of the product for your intended application. Check stock availability, especially for time-sensitive projects. We strongly advise viewing products in person in our showrooms, requesting samples, and browsing images online. Please note that natural variations in shade, texture, and edge finish are normal characteristics of natural stone and handmade tiles. Variations in shade, size and texture are common between different batches of porcelain and ceramic tiles.

Orders can be placed online, in our showrooms, or via phone and email. Quotes are usually valid for up to 30 days. Payment methods include bank transfer (please add your quote number as the reference), by a payment link we can send you, or through our online checkout. Quantity and trade discounts are available, with quantity discounts starting at 25m². Please contact us for more information.

Payment can be made via bank transfer using your quote number as the reference, by a payment link we can email to you, in person at our showrooms, or directly online. Our team can help locate your quote if needed using your billing name and postcode.

Most orders ship within 3–5 days working days after payment. Specialist off-loading requirements (cranes/forklifts or smaller vehicle access) may extend timelines. Collection from our head office premises is available by arrangement. If an item happens to be out-of-stock we will give you an estimated lead time, with alternatives offered where possible. We can store goods for you if you aren't quite ready to take delivery, please speak to our delivery team about this.

Amendments are possible before payment has been made. Post-packing changes or cancellations may incur fees. We recommend contacting us as early as possible, as orders typically leave the warehouse several days before the scheduled delivery date.

No. Stock is only reserved once payment has been made in full.

We recommend ordering at least 10% extra to allow for cutting and minor imperfections that can occur in transport. For more complex patterns such as herringbone or diagonal layouts, 15% extra is suggested. Ordering from one batch ensures consistency in colour and size across your tiles. If extra tiles are needed we cannot guarantee that we can provide these from the same batch but we will endeavour to do so where possible.

No, you can just turn up at any of our showrooms, checkout our showroom pages for opening hours. If you have multiple rooms to choose tiles for , it is a good idea to let us know you are coming so we can prepare for your visit.

Yes, orders can be placed in our showrooms with our team.

Yes, samples are available for customers to take home to help with your decision-making process.

We recommend bringing floor plans, design ideas, photos of your space, chosen colour palette and specific measurements. This information helps our team provide tailored advice and product selection guidance.

Our Clearance Outlet in North Yorkshire offers clearance tiles, end-of-line designs, slightly damaged items, and seconds all at heavily reduced prices. All items are sold as-seen. Come along and find a bargain. No appointment is needed.

Custom fabrication provides design flexibility beyond standard options, allowing for unique sizes, edge profiles including bull nosing, step treads, and pool copings. These enhance aesthetic appeal and functionality for staircases, pools, and other interior and exterior projects.

Yes, templates made from plywood or Correx are accepted. Please note that water is used in cutting, so cardboard or paper templates are unsuitable. Templates can be provided by customers or contractors.

We can organise a site visit in certain circumstances, we will discuss this with you.

Yes, we offer competitive trade discounts across our range of natural stone and porcelain tiles, for various trade professionals. Please get in touch to discuss a trade account.

We recommend inspecting your order upon delivery. Spacers and banding should be removed carefully so the tiles don't fall. Tiles should be stacked vertically (on edge) indoors or covered, protecting the edges. Natural stone may appear darker when wet and will dry naturally. Ancillary items need dry storage away from freezing temperatures.

Yes, unpacking before installation is essential — particularly for natural stone — to blend colours from multiple crates. Patterned ceramics and porcelain tiles are supplied as random mixes for balanced distribution. All tiles should be inspected and dry-laid where possible, with your installer briefed on the intended layout and pattern preferences.

Minor edge chipping during packing and unpacking is normal and expected with natural materials. These chipped pieces remain perfectly usable for making cuts during installation, helping to reduce waste.

Damaged orders should be reported immediately with photos so we can arrange prompt replacement. Damaged tiles should not be installed. Extra or broken tiles intentionally included as extra tiles are noted on delivery paperwork. Damage claims must be reported within 7 days (or 48 hours for trade customers).

Stone is packed slightly damp after water-cooled cutting and finishing. Natural drying after unpacking gradually lightens the colour, revealing the true tones and unique characteristics. This process is completely normal.