Using Our Site
Privacy and Cookie Policy
Ordering
Ordering Samples
Payment
We accept the following payment methods on our website:
- Visa Debit
- Visa Credit
- Mastercard
- PayPal
- BACS Transfer – Please call us on 0800 680 0060 for details
- Cash payments can be accepted at our showroom in Ipswich
We will take payment from your card at the time you submit your order.
Pricing
Delivery Date
During the checkout process you will be asked to book your delivery date. This can be from the next working day on orders placed before 2:00pm or up to 6 weeks in advance. You must make all arrangements necessary to take delivery of products on the delivery date booked. Delivery dates can be amended up to the day before delivery. If you do not accept delivery of the products or we are unable to deliver due to delivery restrictions you didn’t inform us of at the checkout stage, our transport company will charge us for redelivery and we will have to pass these costs onto yourself. Once our transport company has collected your goods from our warehouse if you wish to cancel your order, you would be liable for transportation return charges.
Delivery Costs
Delivery costs are calculated based on weight, destination and the date of delivery. Costs for items which can be delivered by parcel start from £8.00 with larger orders delivered on pallets starting from £29.50. There is a £10.00 surcharge for next day delivery and variable surcharges for areas such as London and Scotland where the cost of delivery is significantly higher. Full details can be found at Delivery Information Once your selected products are in your cart you can also view the estimated cost of delivery within the View Cart section. Only your postcode is needed to use this feature.
Delivery Information
Most of our deliveries are made on pallets and these will always be delivered “kerbside”. This means your tiles will be left secured to the pallet at the nearest external location to the property which has a flat hard surface leading from the delivery vehicle. Please be aware the delivery is made by a third party delivery company and the driver will not be able to assist in unloading the pallet or helping to bring the goods inside your property. Some tile boxes weigh in excess of 30kg each and we recommend ensuring you have arranged help on the day of delivery if you need it.
Further details about our delivery service can be found at Delivery FAQ’s We work closely with our third party delivery company to provide the best possible delivery service for our customers at a reasonable cost, although please remember they are not fully under our control. We do strongly recommend that you should order your tiles well in advance of your planned installation date and we will not under any circumstance be held liable for financial losses resulting from late or incorrect deliveries.
Returns & Cancellations
Damages or Incorrect Goods
In the unlikely event where you purchase goods from us that are found to be defective within the guarantee period, we shall (at our option) repair or replace the product(s) or refund the price of the product(s) supplied. Our entire liability to you shall be limited to the price you paid for the goods and we shall not be held responsible for any consequential or other financial loss that you may seek to claim for regarding the tiling or flooring job you are carrying out.
Tiling Shading & Calibre
Tiles are manufactured from natural products and fired at extreme temperatures of up to 1400ºC. Subtle differences such as the exact moisture content in the clay or even the external weather at the factory can result in minor changes to both the shade and the exact size of the tile between different batches of a tile manufactured at different times. When a batch of tiles are manufactured they are coded with a shade number and calibre (size) code.
We will endeavour to check all orders are supplied within a single shade and calibre number although it is the responsibility of the installer to complete a final check before fitting the tiles. Tiles with different calibre codes can vary up to 1.2% + or – against the stated work size in both dimensions and curvature. This tolerance is allowable under the European Tile Standard EN-14411. Due to the potential difference in shade & size between different coloured tiles, decors, borders and tiles made by different manufacturers, it is imperative that your tiles are checked carefully by the fixer for suitability before commencing the job.
If for any reason you are not happy with the shade. pattern, texture or size of your tiles we would be more than happy to offer an exchange or refund (Delivery & collections costs may apply for online sales). We cannot though accept any claims for issues with shade, size or other visual characteristics after the tiles have been installed as the fixing of the tiles indicates acceptance of the goods inclusive of their characteristics.
Natural Products
Some of our tiles are fabricated from natural stone. These products will inherently have a higher level of shade and size variation. Natural stone tiles need to be sealing prior to, and after grouting along with requiring ongoing maintenance.
Website Content
All descriptive text, images, specifications and other content on our website is for the sole purpose of giving an approximate description of the goods. All specifications given to the customer via our website, over the phone and face to face are approximate and intended as a guide only. We always endeavour to ensure all product descriptions are correct, although advise customers to seek technical advice from qualified sources prior to ordering products and any work to be carried out.
Technical Support
Discount Vouchers / Discount Codes
- The voucher code cannot be applied to delivery charges or any other service charges
- The voucher code cannot be used in conjunction with any other promotion or discount code
- The voucher code cannot be applied retrospectively or to purchases made outside of the promotional dates
- The voucher code can only be used in conjunction with the products that are within the voucher code promotion, not all products will qualify
- Tilewala reserve the right to withdraw any offer without prior notice
- No cash alternative will be offered in place of the value of the voucher
Promotions
- We do not guarantee to keep products in stock throughout the period of a promotion
- Promotional discounts will be against the price we charged immediately before the promotion began and not from any other point in the history of the product, different discounts may apply to different products
- Unless we say otherwise, promotions cannot be used in conjunction with any other offers, discounts or promotions
- If you return a product that was purchased as part of a discount promotion, we will refund the price you actually paid, not any other price that was outside of the promotional period
- We have the right to amend or withdraw promotional offers at any time
Competitions
- This prize is open to all residents over 18 of the United Kingdom and Republic of Ireland with the exception of employees and family members of Tilewala.
- Simply like the competition post, tag 3 friends in the comments & follow us.
- The winner will be chosen at random by an independent computer-generated program, the competition will be ongoing until the 26th October 2021 12am GMT . Winners will be selected on 29th October 2021.
- The winner will be contacted within 7 days of the draw by Instagram, DM. In the event that contact cannot be made with the winner within 7 days a second winner will be chosen instead of the initial winner.
- No cash alternative prize will be offered.
- No purchase is necessary
- By participating in the competition you agree to having your name used for future Tilewala competition promotions.
- All prizes are subject to availability, Tilewala reserves the right to replace the prize with an alternate prize of equal or higher value if necessary.
- A list of winners of all social media competitions will always be available by sending an SAE to Tilewala.
- The promoter of this prize draw is and will remain to be Tilewala. Registered address; Tilewala, Unit 13 Adriene Business Centre, Adriene Avenue, Southall UB1 2FJ.
- This competition is in no way affiliated, sponsored or administered by Instagram.