Frequently asked questions


You can call us direct on 02477 500004 we are open Monday to Saturday 9am - 5pm & On Sunday our phone lines are CLOSED. Alternatively, please view our Contact Us page for other options.

Sorry, orders cannot be taken over the phone. Please feel free to contact the sales office if you would like help placing your order on the website.

On each product page you will see the 'Order Sample' button. Simply click on this and one Full Size sample will be added to your shopping basket (please note that as this is a sample service we only allow one sample per customer/household). Samples start from 20p with Free Next Day postage.

We always try and help where possible. Please contact us via E-mail or phone or alternatively you can use the tile calculator on the website. We would recommend confirming final calculations with your tiler.

Yes you can order by the single tile or by the sqm.

If the order has not been dispatched we will be able to make changes to your order. Please ensure that you have ordered the correct amount of tiles you require, any late additions may be subject additional costs.

Yes, you can cancel an order once it has been placed. However, Charges may apply if the order has already been despatched. Please see our Terms & Conditions section 10 for more details.

We accept payment by: Credit or Debit Card, Bank Transfer. All prices include VAT.

We take data protection very seriously; you can read our full privacy policy here

Once a delivery date has been agreed, you must ensure someone is available to check the delivery and sign for the order.

Yes we can, if you contact one of our sales team on 02477 500004 we can run through your options.

We will always send tiles out from the same batch unless it's already been agreed with you. If you are placing a new order and require a certain batch, please contact us first to check availability.

For full information on our returns policy, please read our Terms & Conditions and Returns page.

If you receive damaged or incorrect tiles you will need to sign the delivery note accordingly and inform Tons of Tiles within 48 hours from delivery. On some occasions we may ask the customer to provide a photograph.

If you have ordered tile samples, we will carry out checks to ensure you have had the correct order / correct tiles picked etc and also ask you to supply the sample tile or an image of it next to what has been delivered. This will help us work out what has happened and help us to resolve the situation. If you have not ordered samples, Tons of Tiles cannot be held responsible for any discrepancies between the tiles ordered and the images / products on screen.

Yes you are welcome to arrange your own shipping, please contact our team on 02477 500004 to make arrangements.

Yes, orders can be placed in advance through our website where you can pick your delivery date from the calendar at the checkout.

If you are planning on using crackle glaze tiles in a kitchen or bathroom then we recommend sealing them with LTP Crackle Glaze Sealer. For more information about sealing crackle glaze tiles please see our how to guide here.

Most tilers will recommend ordering 10% extra to allow for cuts and wastage but this may vary depending on the job. We would always advise that your tiler verifies measurements and quantities prior to ordering.

We have a section on our website which only include tiles which have been certified for use outdoors. You can find them in our Outdoor Living section.

No, you can order the exact amount of tiles you need and do not have to order by the box. Our warehouse staff will break down boxes so you are sent exactly what you need. Some items on our site are sold by the box. These products will be highlighted when ordering.

Rectified tiles are ceramic or porcelain tiles that have gone through a process of machining the edges to give the tile a perfect straight edge.

The size stated on all our products are the size that the goods are manufactured to - they are nominal sizes. This means that due to the manufacturing process and nature of tiles, the exact sizes cannot be manufactured consistently and different batches of the same tile can vary in size, as much as 5mm, which is a widely accepted tolerance within the industry. The clay is cut prior to being fired and during the curing process they will shrink. The amount they shrink will vary every time this process happens so the factories introduced a Calibre number as a guide for the size. If you are looking to top up your order we recommend stating the Batch and Calibre number so we can try and match them for you. Due to stock rotation we cannot guarantee to match the calibre and batch on top up orders.

Unfortunately we do not have a showroom. If you require help choosing tiles please contact our customer services team on 02477 500004 or via email