Simply click ‘Account’ and log into the site. Here you can change your address, phone number, email address etc.
What do I do if I've forgotten my password?
You can submit a request via our website by clicking on ‘My Account’ and entering your email address in the ‘Forgotten Password’ box.
Should I order any extra tiles?
We recommend that you allow an extra 10% for wastage and cuts for your order. Bearing in mind that if the tiles are special order items they will be non-refundable, this is only a guideline amount, unfortunately there is no exact science to this.
Do you offer a sample tile service?
You can order a sample of any tile on our website, up to 3 tiles can be ordered as a smaple. We do charge for full tile sample pieces but we cover the postage & packaging on the item for you (up to a maximum of 10Kg). All samples are sent on a next working day service (based on orders placed before 2:30pm). Note: some items we do have to obtain from the suppliers direct and may take 2 – 3 working days (please call customer services if you wish for advice on the sample delivery prior to placing your order).
If I supply measurements can you calculate the tile area for me?
Yes, you can either contact the customer service team or one of our branches for assistance by telephone. Alternatively us our ‘Contact Us’ page and we will reply to you via email.
Are the tile sizes correct?
What's the best way to contact Tile Star?
OrderingHow do i place an order with tilestaruk.com?
Orders can be placed via our website or by telephone. To order goods on our website you can register as a customer. By registering you supply us with information such as your contact details, which will enable us to contact you if any problems arise and to deliver your order to you. We have a dedicated sales team available to take your order on the phone.
What if I need to amend/make additions to my order?
Can I get my order delivered to another address?
What if I am not at home when the delivery arrives?
How will the tiles be delivered?
Can I order single tiles or do I have to purchase complete boxes?
Can I cancel an order once it has been placed?
Please use our ‘Refund request form‘ and fill in all details as required, once we received we can review the details of the order.
PaymentWhat payment types do you accept?
Do your prices include VAT?
Can I pay via PayPal?
DeliveryHow long will it take for my delivery to arrive?
How do I arrange for my order to be left safe?
Where do you deliver to and if so, is there a charge?
Do I have to sign for my delivery?
Can you ship overseas?
Will all the tiles delivered be from the same batch?
What if my tiles are damaged or the order is not correct?
All damages and irregularities must be notified within 2 working days of the delivery. The exact amount missing or damaged must be notified, in writing and replacements will be sent out FOC. All damaged or faulty goods may be collected at the request of the delivery/collection company. It will be deemed acceptable that 1 or 2 tiles may be broken, due to the nature of tiles, in this instance we would recommend that you try and use these where cutting is necessary, if you still require 1 or 2 tiles to complete the job then we will send out the replacements on the assumption the original notification was given within the timescale above.
ReturnsCan I return any unused tiles?
Due to the cost of haulage and the increased risk of the tiles being damaged in transit, Tile Star do not offer a returns policy on unused tiles ordered online. If you used the ‘free store collection’ method for ordering and if the tiles were in stock at the point of ordering each case will be looked at on an individual basis. If the tiles were ordered more than 21 days ago, are a different tone/batch to the current stock are just a few factors taken into consideration. Anything with a value over £100 will incur a minimum 30% restocking charge.
The tiles have arrived, and they are not what I expected or I have changed my mind?
If you have ordered samples, we will obviously carry out checks to ensure you have had the correct order, the correct tiles have been picked etc, and 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 we will resolve the situation. If you had not ordered a sample, then Tile Star cannot be held responsible for any discrepancy from the images on the website, and how they appear on your screen. If you do not want them, you will be liable to have the collection charge and 30% re-stocking fee deducted from your refund. Any special order items (please see terms and conditions) will be non-refundable.