How To Order

FAQ

Can I get a sample?
Of course! We understand it’s really important to test the color and texture of a tile at home. Email or call us to arrange your sample from Tile Base.
Where are your tiles made?
We’re able to offer a really exciting range by working with a variety of tile producers, from small family-run firms, through to the largest manufacturers in Europe.

 

Most of our supply chain is based in Italy and Spain, although a few are a little further afield in India. We only work with top-quality producers, so you can rest assured that your tiles are designed and made to last.

Do I need to seal your tiles?
Most of our wall and floor tiles don’t need to be sealed.

 

If a tile does require sealing, we usually recommend applying a high-quality sealer before and after grouting.

What are your tiles made from?
The majority of our tiles are made from either ceramic or porcelain. Some products – especially our mosaics – are made of other materials such as glass, natural stone and metal.

 

You’ll find this information listed on each product page.

Can your products be used in commercial areas?
If you’d like to know whether a particular tile can be laid in your commercial project, please contact sales@tilebaseparkroyal.com
How can I find out more details about your tiles?
You’ll find everything you need to know in the Tile Specifications tab on each product page. If there’s something else you’d like to know, please call or email for any queries and we will get back to you as soon as possible.
How Do I order?
We are currently not taking any orders through our site. You can enquire about your product of interest by filling out the query form and a member of our team will get back to you to answer questions, give quotations and check stock availability.

 

Most of our wall and floor tiles are sold by the full box. On the product page, just enter how many square metres you’ll need in the checkbox and we’ll tell you how many boxes you’ll need to order – we’ll round this up to the nearest full box.

 

Some tiles are available in different sizes, so you’ll need to pick your required sized before entering your required quantity.

 

Our mosaics are sold by the sheet, so simply enter how many individual sheets you will need.

 

Please remember to include an additional 10% extra when ordering, to cover cuts and wastage.

Do you sell individual tiles?
We only sell most of our tiles by the full box quantity – this helps keep our prices (and waste!) low.

 

Some tiles are sold individually, such as mosaics and trim pieces.

 

The number of tiles and square meter per box is listed on each product page.

Can you send a quote?
Yes! Please fill out our ‘enquire now’ form on your selected product and we will send you a quote.
How can I pay?
You can pay by bank transfer; we’ll send over a quote that contains our bank details. Alternatively, cash or card payments can be taken upon collection. We accept card payments from all major providers, except American Express.
Can you help me with my measurements?
Sure! Please email contact us with a measured plan of your space and we’ll be able to assist.
How much extra should I order?
We usually recommend adding 10% extra to your measurements, to allow for any cuts and wastage. It’s always a good idea to have some tiles left over as spares – just in case they are ever required.
Can I change or cancel my order?
Please contact us immediately if you need to change or cancel your order. A 30% cancellation fee will be applied on all orders.

Damages

What happens if my order is damaged?
Every order is thoroughly checked before it leaves our warehouse and thankfully, damage during transit is very rare.

 

When your order arrives, please inspect the pallet for any sign of damage.

 

If you suspect or see any sign of damage, please:

 

  1. Mark ‘Damaged’ on the delivery note
  2. Take photos that clearly show all the damaged tiles
  3. Inform us within 48 hours of delivery

 

Please note, we can only send out replacements if the delivery note is marked as DAMAGED.

 

We cannot send out free replacements if the delivery note is signed for as ‘Unchecked’.

Returns

What is your returns policy?
We offer a very generous 28-day return policy on your full order only.

 

If you’d like to return, contact us and we’ll be in touch. Your order will need to be sent back to us at your own cost.

 

Unfortunately, we’re unable to accept returns on part-orders or leftover tiles. It’s always a good idea to keep some tiles left over as spares – tiles can and vary from batch to batch.

How long do refunds take?
We’ll process your refund once your returned order has been received into our warehouse. This may take up to 10 working days to reach your account.

Delivery

Where do you deliver to?
We deliver to all areas of London.
How much does delivery cost?
Our Standard Delivery is free on most orders over £1000.

For orders under £500, delivery is usually £60.

Express Delivery is £100.

Do you offer an express Delivery Service?
Need your tiles quicker? We offer an Express delivery service, and we’ll deliver in 2 working days. Our Express delivery service costs £100.

 

I’ve only received part of my order

 

If you order two or more different tiles, they may be delivered separately. We usually advise this on the email we send when we dispatch your order. If you’re unsure, please contact us and we’ll be able to help.

I’ve only received part of my order
If you order two or more different tiles, they may be delivered separately. We usually advise this on the email we send when we dispatch your order. If you’re unsure, please contact us and we’ll be able to help.
Do you offer click and collect?
Please fill out our enquiry form and tell us what products you are after. A member of our team will get back to you shortly regarding your query. In most instances, if the tiles you are after are in stock, we will put them on hold for collection.

Price

Why are your prices so good?
We believe that quality design should be accessible to everyone. By being online and working directly with our producers, we’re able to offer extremely competitive prices that you won’t find elsewhere.
Do you offer trade discounts?
Please contact us regarding trade discounts.
Do you offer volume discounts?
Although our prices are extremely competitive, we may be able to offer discounted pricing on orders over 100 m2.

 

Please contact us for further details.

I've only received part of my order
If you order two or more different tiles, they may be delivered separately. We usually advise this on the email we send when we dispatch your order. If you’re unsure, please contact us and we’ll be able to help.
Do your prices include VAT?
Yes, all our online prices include VAT.