FAQs
Delivery & Returns
How will my order be delivered?
Most Tile Star orders are delivered on a wooden pallet via a specialist pallet network. For safety, this is a kerbside service – the driver will unload the pallet to the nearest safe point at the kerb.
Smaller, lighter orders may be sent as parcels with a courier.
When will I get my order?
At checkout you’ll be able to choose a convenient weekday for delivery.
We work hard with our delivery partners to hit your chosen day, but occasionally delays can happen due to factors outside our control (traffic, weather, depot issues, etc.).
How much is UK delivery?
Delivery to most mainland UK postcodes is:
- Express pallet delivery (approx. 2 working days)
- Free when you spend £500 or more
- £59 when your order is under £500
Some smaller orders may be sent by parcel courier – any parcel delivery cost will be shown clearly at checkout.
If you live in a remote or island postcode, additional charges may apply.
What is kerbside delivery?
Kerbside delivery means your pallet will be dropped off at the nearest safe spot by the kerb outside your property. The driver isn’t able to carry boxes into your home, go up steep slopes, or across gravel or uneven ground. You’ll need to move the boxes from the kerbside into your property.
Where is my order?
Deliveries are usually made between 8am and 6pm on your chosen day.
If your order is on a pallet, you may receive an ETA update once it leaves the local depot. If you’re worried your order is late, get in touch with us and we’ll check with the delivery partner.
What happens if my tiles arrive damaged?
If your order looks damaged on arrival:
1.Take clear photos of the damage while the tiles are still on the pallet or in their packaging.
2.Mark the delivery note as “DAMAGED”.
3.Let us know by email (see damages section for more info)
We’ll review the photos and details and arrange suitable replacements or a refund where applicable.
What happens if something is missing from my order?
If you think an item is missing, please contact us as soon as possible with your order number and details.
Sometimes different items in the same order can arrive on separate consignments, so we’ll check tracking and resolve things quickly.
What is your returns policy?
If you change your mind about your full order, you can cancel within 14 days of receiving your tiles. Once you’ve told us you wish to cancel, you then have 14 days to return the goods.
- Tiles must be unused and in their original packaging.
- Any opened boxes need to be securely re-sealed.
- You’ll need to arrange and cover the cost of transport and insurance back to the distribution warehouse.
Once we’ve received and checked the return, refunds are normally processed within 5 working days.
Can I return leftover tiles or part of my order?
No – we’re unable to accept returns of leftover tiles or partial returns.
Our returns policy applies to full order cancellations only.
Can I return special-order items?
Tiles or products specially ordered to your specific requirements are non-returnable and non-refundable, unless they arrive damaged or faulty.
Can I cancel or change my order?
If you need to change or cancel an order, please contact us as soon as possible.
Once your order has been dispatched and is with the courier, we’re unable to amend it. If an order is cancelled after dispatch or refused at delivery, a return fee may apply (for pallet orders this is typically a flat charge per pallet).
Ordering
Can I order samples?
Yes – we encourage you to order samples so you can see the colour and finish in your own home before committing. Full details of our sample service, including any limits and charges, are shown on our Samples page and on each product.
How do I know how many tiles to order?
The simplest way is to ask your tiler or builder to calculate it.
If you’re measuring yourself:
- Measure the length and width (or height for walls) of the area in metres.
- Multiply them to get the square metres.
- Add all areas together and then allow around 10% extra for cuts and waste.
Our product pages will show coverage per box and can help you work out how many boxes you need.
How do I place an order?
Go to the product page, enter the square metres you need (including extra for waste), and our site will calculate how many whole boxes that equals. Add to basket, choose your delivery date at checkout, and complete payment – that’s it.
Can you store my tiles if I’m not ready to fit them yet?
If you want to secure stock but don’t need it straight away, we encourage you to do so. We will store your order in our warehouse for up to 3 months, subject to availability and agreement.
How can I pay?
You can pay securely online using:
- Major credit and debit cards
- Selected digital wallets (e.g. Apple Pay / Google Pay, where available)
- Buy now, pay later options (where offered)
If you’d like to pay by bank transfer, get in touch and we’ll provide details.
Can you send me a quote?
Yes. If you’d like a formal quote, please contact us with:
- Delivery address
- Preferred delivery date
- Product names and quantities
- Your contact details
We’ll put together a quote based on your project.
Do you offer quantity discounts?
Working on a big project? We may be able to offer volume pricing. If you're ordering over 100m², get in touch and we’ll be happy to explore the best options for you. You can also take advantage of our pallet deals for even better value.
Tiles
What’s the difference between ceramic and porcelain tiles?
Ceramic and porcelain tiles are closely related, but porcelain is denser and absorbs far less water. This makes porcelain especially hard-wearing and suitable for busy floors and areas exposed to moisture. Ceramic is often used on walls and lighter-use areas.
Where can I use porcelain tiles?
Porcelain tiles are very versatile. They’re great for kitchens, hallways, bathrooms, living areas and, depending on the finish and slip rating, can often be used outdoors too.
Where can I use ceramic tiles?
Ceramic tiles are ideal for walls – especially kitchen splashbacks and bathroom walls. They give a stylish finish and are easy to wipe clean, making them perfect for everyday family homes and DIY projects.
What are rectified tiles?
Rectified tiles have mechanically trimmed or ground edges so that each tile is very precise in size. This allows for narrower grout joints and a more seamless, contemporary look.
What is a slip rating?
Slip ratings help you understand how grippy a tile is underfoot. Different tests are used (like ramp or pendulum tests) to give a value. For wet or outdoor areas, look for tiles with a higher slip resistance rating.
Can I use tiles with underfloor heating?
Porcelain and ceramic tiles are excellent with underfloor heating because they conduct and hold heat well. Always follow the heating manufacturer’s guidance and use suitable adhesives and levelling compounds.
What should I think about when choosing tiles?
Alongside style and colour, consider:
- The room and how much traffic it gets
- Slip resistance, especially in bathrooms and entrances
- Tile size and layout
- Grout colour and joint size
- Maintenance and cleaning needs
If you’re unsure, we’re happy to help you narrow down options.
About Tile Star
Where do your tiles come from?
Tile Star sources tiles from trusted manufacturers, mainly in Europe and other leading tile-producing regions. We focus on factories that offer strong design, consistent quality and reliable supply.
Why are your prices so competitive?
We work directly with manufacturers and keep our business lean, so we can pass savings on to you. By optimising stock and buying well, we aim to give you great quality tiles at a fair price.
Can I speak to someone?
Of course. You can contact the Tile Star team by phone or email during our normal business hours – we’re happy to help with product advice, measuring guidance, or order queries.
Installing Tiles
Do you offer a fitting service?
Tile Star doesn’t currently offer an in-house fitting service. We recommend using a professional tiler, especially for larger or more complex projects.
How do I install my tiles?
If you feel confident with DIY, there are many guides and videos available, but for the best finish we always suggest using an experienced tiler. Correct preparation, setting out, adhesive choice and grouting are all key to a long-lasting installation.
What adhesive and grout should I use?
The correct products depend on the substrate, tile type, location (indoor/outdoor) and underfloor heating, if used. Always follow adhesive and grout manufacturer recommendations, or ask your tiler for advice.
Cleaning & Maintenance
How do I keep my floor tiles clean?
Porcelain and ceramic tiles are generally low-maintenance. Regular sweeping or vacuuming, followed by mopping with warm water and a suitable mild cleaner, is usually enough to keep them looking good.
How do I clean wall tiles?
Wipe away dust with a dry cloth, then clean with warm water and a non-abrasive cleaner. Avoid harsh scouring pads that might dull the surface.
Do I need to seal my tiles?
Most porcelain and many ceramic tiles don’t need sealing. Some special finishes, crackle-glazed tiles or natural stone products may require a suitable sealer – always check the product information.
Do I need to seal my grout?
Cement-based grout is porous and can stain over time. Sealing grout joints helps them stay cleaner and fresher for longer, especially in kitchens, hallways and bathrooms.
What is grout haze?
Grout haze is a thin film left on the surface after grouting. It’s best avoided by cleaning thoroughly during installation. If it does appear, a specialist grout-haze remover or cleaner can usually remove it – always test on a small area first.
How do I clean grout?
Use a grout cleaner or a mild homemade solution and a small brush. Regular cleaning helps prevent deep staining and keeps the grout looking brighter.