General

How can I contact you?

You can contact our customer services team by email at info@tileshackdirect.co.uk or call 0333 014 3375 10am-3:30pm Monday-Friday.

Can I order tile samples?

Yes you can, these are chargeable and a postage fee will apply.

Should I order any extra tiles to allow for cuts and breakages?

Yes, we would recommend that you allow between 5-15% to account for wastage during fixing. This will vary considerably depending on the complexity of the installation.

If I give you my measurements can you calculate a tile area?

Yes we can assist you with calculating an estimated order quantity. Please email the details to info@tileshackdirect.co.uk.

Ordering

Can I place an order over the telephone?

Yes you can, please call us on 0333 014 3375 between the hours of 10am-3:30pm Monday-Friday

Can I amend/make additions to my order?

As long as your order hasn't been dispatched you can make changes, however extra charges may apply. We will only accept an order amendment if the details are received in writing therefore please email at info@tileshackdirect.co.uk.

Can I cancel my order once it has been placed?

As long as your order hasn't been dispatched you can cancel the order.

We will only accept an order cancellation request if the details are received in writing therefore please email us at info@tileshackdirect.co.uk.

If your order has already been dispatched charges may apply.

Payment

Is a receipt/VAT receipt sent with the delivery?

Yes. An invoice is sent via email once your order has been dispatched.

What payment types do you accept?

We accept PayPal, Visa, MasterCard, Switch.

Can I still pay by PayPal if I don't have an account?

Yes you can, you will just need to check out as a guest. This will offer the option to sign up to PayPal at the end of the payment transaction but this is not compulsory.

Delivery

Can I collect?

Yes you can, collection is available from our warehouse in Bridgnorth - WV15 6AS. Your order will need to placed in advance so arrangements can be made. When your order is ready for collection we will send you a confirmation email.

Where do you deliver to?

Mainland UK and Highlands & Islands. (some exclusions do apply in which case you will be prompted to contact Customer Services for a personalised quotation on 0333 014 3375 - local rate call charges apply). Or you can email us on info@tileshackdirect.co.uk. Our customer services team are available between the hours of 10am-3:30pm Monday-Friday.

How will my goods be delivered?

We use various delivery methods to fulfil our deliveries, these are selected based on consignment weight and location. Please see our Terms of Sale page for full details.

Do I have to sign for delivery?

We would prefer to obtain a signature for all deliveries, however we do understand that this is not always possible. You can add specific notes during the checkout process regarding delivery instructions.

When will my order be dispatched?

We will aim to dispatch your order within 2 working days, but you will be notified by email when your order has been dispatched.

Returns

What is your returns policy?

We will accept returns of surplus to requirement tiles within 28 days of when you receive the goods as long as they are in a saleable condition. However you the buyer are responsible for arranging return postage.

How do I return a product?

If you wish to return a product you will need to sign in to the 'My Account' section on the website and request a return reference number before returning your goods to us. Or you can email us on info@tileshackdirect.co.uk.

What happens if I receive a damaged product?

If you receive any damaged products you can either have them replaced or request a refund. This can be requested by signing in to the 'My Account' section on the website. You will need to click on Orders which will give you a breakdown of your activity. Simply click the order reference you would like to request a return for and follow the on screen instructions. Or you can email us on info@tileshackdirect.co.uk.

Will you accept returns on grouts and adhesives?

Unfortunately we can't accept the return of grouts and adhesive. Sorry for any inconvenience this may cause.

Can I return single tiles?

Yes you can. However the buyer is responsible for paying return postage. We always recommend you keep a few spares.