Returns

Damages / Incorrect Delivery

If your order arrives damaged or incorrect, please notify Tile Star within 24 hours of delivery. This allows us to resolve the issue as quickly and efficiently as possible.

To report damages or incorrect items, please email info@tilestaruk.com within 24 hours of delivery and include all of the following information:

1.Your full name and delivery address

2.A brief description of the issue (for example, cracked tiles, wrong product, damaged pallet)

3.Clear photos of the damaged items

4.Photos of the tiles while still on the pallet, where possible

5.Photos of any damaged packaging or pallet

6.A clear photo of the delivery note, showing it has been signed as “DAMAGED”

Please note that incomplete claims may delay resolution, as we are unable to arrange replacements or refunds without the full information listed above.

Once all required details have been received, we will review your claim and, where appropriate, arrange a replacement or refund as quickly as possible.

Leftovers

Tile Star maintains consistently competitive prices and a fast-moving stock rotation. Because of this, we’re unable to accept returns of leftover tiles or any items outside of a full order cancellation.

Change of Choice

You may cancel your full order within 14 days of receiving your tiles. Once you inform us that you wish to cancel, you will have a further 14 days to return the goods to us. All items must be returned unused, unopened, and in their original packaging to the distribution warehouse. Any opened boxes cannot be returned.

Customers are responsible for arranging and paying for the return delivery, including ensuring the goods are fully insured in transit. A photo of the goods must be provided before arranging the return so we can confirm they are in a resalable condition.

To request a cancellation or begin a return, please contact us at info@tilestaruk.com.

All accepted change-of-choice returns are subject to a 35% restocking charge, which will be deducted from the refund amount. Refunds are issued once the returned items have been received and inspected.

Once your order has been dispatched from our warehouse and passed to the courier, you will receive a dispatch email. After this point, the order cannot be changed, so please ensure the delivery address, delivery date and order details are correct before dispatch. Tile boxes are heavy, so please take care when lifting them.

Special Orders

Items that have been specially ordered to meet a customer’s specific requirements cannot be cancelled or returned for a refund.