Q&A's

Frequently asked Questions

Are all the tiles displayed on this web site in stock?
Approx 95% of all tiles shown on tiletown.co.uk are a stocked item.

Do you have a brochure?
A vast amount of our collection is online to view, with tiles changing quite often it is impossible to keep printing new brochures, so tiletown.co.uk have developed this new web site so that you can easily see the tiles in the comfort of you home.

Do you delivery Nationwide?
We do deliver Nationwide using Pall-Ex.
Cost depends on quantity required.
Please email us with your postcode and approximately the quantities required, we will cost a delivery charge for you. All orders will be delivered by a tail-lift lorry (with pump truck) so it is important that any restricted access details are advised prior to delivery. The load will be dropped, at the driver's discretion, to the nearest and safest point to your property. The driver cannot help with the handling of tiles into your property, so please try to arrange for somebody to help with the offload.
Pall-Ex normally call 1 hour before delivery.

When will I receive my delivery?
Our haulage company Pall-Ex deliver next day.
Orders must be placed before 1pm the previous day.

Do we have to be in?
Yes you do, for security reasons, it is necessary to get a signature for your tiles, unless specific delivery instructions are given in writing to leave them somewhere. If the tiles are left,  Tile Town do not accept any further liability for the tiles.

Damages to your delivery.
You must check that all tiles are in good order before signing your paperwork (otherwise known as Proof of Delivery) if there are any visible damages to these tiles then this must be written on the paperwork i.e. 12 tiles damaged, please notify us immediately on 01332 293030 followed by an email to info@tiletown.co.uk with photographic evidence of broken/damaged tiles.

It will be deemed to be acceptable if there are 1 or 2 broken tiles, due to the nature of tiles and in this instance we would recommend that you attempt to use them where cuts are necessary.

Do you supply free of charge samples?
Yes

How big are your sample tiles?
All our samples are supplied as a cut from the original tile. Samples are dispatched in a jiffy bag and are bubble wrapped. They are sent via Royal Mail and you should expect delivery within 2-3 working days of your sample request. Unless otherwise notified. If your sample has not arrived within 5 working days please contact us.

Will my tiles look the same as the sample?
Yes. However, there can be slight variation from batch to batch of the shade and calibre of the tile

What is your returns policy regarding unwanted or over ordered tiles?
Due to the cost of haulage and the increased risk of tiles being damaged in transit, tiletown.co.uk does not offer a returns policy. We have a sample service to ensure you are 100% happy with you choice of tile made. By requesting a sample you have the opportunity to see the tile before you make your purchase.

Can I collect tiles that I see on tiletown.co.uk?
Yes, we have three branches based in Derbyshire, all carry an extensive amount of tiles in stock, and we would advise you to call us first to check stock.

What are your opening times?
Opening times for our 3 branches are as follows.

Enterprise Way,Stores Road, Derby 01332 293030
Mon-Fri 7.30am-4.30pm
Sat 9am-1pm
Sun Closed

London Road,Alvaston 01332 571175 
Mon-Fri 7.30am-4.30pm
Sat 9am-4pm
Sun Closed

Market Street,South Normanton 01773 581538
Mon-Fri 7.30am-4.30pm
Sat 9am-4pm
Sun Closed

What payment methods do you accept?
We accept all major credit and debit cards. You must provide us with full address and the telephone number of the address that the card is registered to.

Can I buy single tiles or must it be complete boxes or square meters?
You can purchase whatever commodity you require.

How many more tiles should I order to allow for cuts and possible breakages?
We normally recommend that you allow 10-15% for cuts and wastage

Which products need to be sealed?
All natural products must be sealed using a suitable sealant for that specific tile. Please see our page on Tile Maintenance Products for more details.

What are porcelain tiles?
Porcelain tiles are fired at very high temperature and consequently are much harder than ceramic tiles, and have a much lower water absorption rate, 0.5%. Therefore special adhesives are required and drilling requires special drill bits. Please contact us for further information.

What are natural tiles?
Natural tiles are cut from the natural stone and either finished natural, honed or polished.

What are ceramic tiles?
Ceramic tiles can be made in red or white body, and they are glazed before firing at normal temperatures.

Do you offer trade discounts?
Yes. Please contact us for further details.

Do you recommend any Tilers?
We do. please contact one of our branches for telephone numbers of local tilers based in the East Midlands.