Store Opening Hours
Weekdays 8am - 5pm
Saturday 9am - 5pm
Sunday 10am - 4pm
Click and Collect available

call: 0333 014 3375 Find us on Facebook

WEB EXCLUSIVE PRICES

INCLUDING V.A.T

General

How can I contact you?

You can contact us by email at info@tileshackdirect.co.uk or call 0333 014 3375 to speak to our customer services team.

Can I order tile samples?

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

Does your online store have the same products and pricing as your stores?

Online products vs. in-store products

We offer many online deals that may not be available in-store. A ‘Web exclusive’ product refers to a product that is either only available online or available online at a better price than offered in-store.

A web exclusive product that is available online at a better price than in-store will be available for Free Reserve & Collect in-store at the checkout and if you choose this option the price of the item will be charged at the web exclusive price, not the in-store price.

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.

What is the store direct telephone number?

The store telephone number is 01384 892 842. However our dedicated sales line is on 0333 014 3375. Local rate call charges apply to both numbers.

Ordering

Can I place an order over the telephone?

Yes you can, please call us on 0333 014 3375

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 from store?

Yes you can, however not all products are available for immediate collection. Some lines will need to be transferred from our central warehouse which may take approx 1-2 working days. 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).

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.

Christmas Opening times

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Returns

What is your returns policy?

We will accept returns 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.

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.

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.