Frequently Asked Questions

General

How do I change my account details?

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?

The sizes that are stated are the sizes that the goods are manufactured to – Referred to as “nominal sizes”. This means that due to the manufacturing process and nature of tiles, the exact sizes cannot be manufactured consistently and that different batches of the same tile can vary in size, as much as 2mm, which is a widely accepted tolerance within the industry.

What's the best way to contact Tile Star?

You can call us on 01324 619496. Alternatively, you can E-mail us using our contact form. It is advised to call us if your enquiry is urgent.

Ordering

How 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?

Please ensure that you have ordered the correct amount of tiles you require, any additions, or amendments will be subject to carriage costs depending on weights and quantities. Each request will be looked at on an individual basis and charged accordingly. Each adjustment will need to be placed as a new order, as we don’t store your card details anywhere to process a payment.

Can I get my order delivered to another address?

Yes you can, we will need a full postal address, and we may contact you to ensure that there are no security problems regarding transaction and delivery. If possible, to avoid any confusion it may be better to contact us regarding a different delivery address prior to placing the order, as the address can’t be changed once the order has been processed.

What if I am not at home when the delivery arrives?

Unless by prior arrangement, the driver will not leave the tiles. If a second delivery attempt is required, an additional minimal charge of £40.00 is likely to be incurred.

How will the tiles be delivered?

Tiles will be shrink wrapped on a pallet and delivered to the ground level edge of your property. The driver will NOT be able to assist getting the tiles into your property due to insurance purposes. Orders under 20kg weight will be delivered with a parcel courier.

Can I order single tiles or do I have to purchase complete boxes?

Most of our tiles you can buy exactly what you require, whether that be by the tile, by the box. On occasions, usually with special order items, you may need to purchase by the box (but you will be made aware of this towards the checkout screen – or by an adviser). All prices are stated next to the tile image, for every product on our website, both per tile and per square metre.

Can I cancel an order once it has been placed?

This will be dealt with on a case by case basis. If for example the tiles have already been ordered from an outside supplier then at the very minimum there will be a 30% restocking charge. You will also be liable for any return costs to send the goods back to the supplier.

Please use our ‘Refund request form‘ and fill in all details as required, once we received we can review the details of the order.

Payment

What payment types do you accept?

We accept payment via card, for this we use Stripe to process your transaction. We do not store your card details anywhere when you complete a transaction. Alternatively you can use PayPal to make a payment.

Do your prices include VAT?

Yes, all prices on our website include VAT.

Can I pay via PayPal?

Yes we accept payment via PayPal.

Delivery

How long will it take for my delivery to arrive?

All of our tiles are delivered through a nationwide haulage company across mainland UK. Our standard delivery time is 2-5 working days from your payment clearing. If you require the products at a later date there is an option to manually select a delivery date.

How do I arrange for my order to be left safe?

If you are aware that you will not be at the delivery address at time of delivery please notify us via email or leave us special instructions on where the goods can be left on your property whilst placing the order.

Where do you deliver to and if so, is there a charge?

We deliver to the UK only. Please note delivery to postcodes starting BT, DUBLIN, GY, HS, IM, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV55, IV56, JE, KW, PA, PH9, PH15, PH16, PH17, PH18, PH19, PH20, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PH42, PH43, PH44, PH49, PH50, TR21, TR25, ZE, KA27 will incur a higher delivery cost which is based on your exact location and the goods you are ordering. Please call Customer Services on 01324 619496 to arrange, or email customerservice@tile-star.com.

Do I have to sign for my delivery?

Yes you do, for security reasons, it is necessary to get a signature for you tiles, unless specific delivery instructions are given in writing to leave them somewhere. If the tiles are left, Tile Star do not accept any further liability for the tiles.

Can you ship overseas?

Unfortunately at this time we don’t currently offer and overseas delivery service.

Will all the tiles delivered be from the same batch?

We make every endeavour to make sure that all tiles sent out to you are from the same batch. In the case where human error may occur and you receive tiles from different batches please contact us BEFORE fitting the tiles, so we can solve the problem. We cannot do anything once any tiles have been fitted. You can contact us on 01324 619496 or via email at customerservice@tile-star.com.

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.

Returns

Can 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.