FAQ's

Orders

• Can I change an existing order?

  We can make amendments where possible, please give one of our friendly team members a call to discuss or email.

  If your order has already been processed we will work together to find a solution.

  For a change of order early notice will be greatly appreciated. 

• Is it possible to order more tiles if I run out during my installation.

  Absolutely yes.

  It is important to try and match your tiles to the same batch as previously ordered, and that’s because of the colour batch variations. However, if your batch is out of stock or discontinued, we will look at supplying an alternative but will use the closest match. Please have your order number ready when phoning to assist during this process.

• What are your methods of payment

  We accept Mastercard, PayPal, Visa, Amex Diners Club,  and Afterpay. 

  Credit card surcharge will apply. 

• What do I do if I receive a faulty item in my order?

  Thankfully we experience very few breakages in transit.  We work very hard to pack our tiles for delivery.  

  It is imperrative that you immediately check what you ordered and confirm there are no damaged tiles or other goods.

  If there are, please call us as soon as possible. You need to call us within 48 hours and have your order number ready. We will kindly request photos of the damaged tiles, from there we can investigate the issue and rectify it for you. 

  We will work towards a positive outcome. 

Delivery

• How will I know when to expect my order?

  You will be notified via email once your delivery has been shipped from our warehouse. As we work with a range of providers across Australia to get your order to you, the delivery experience will differ between providers. This means that some of our providers are able to provide tracking links and a courtesy phone call prior to delivery. 

  Please refer to your shipping confirmation email for more information. 

• How long will my order take to arrive?

  If you ordered online, you will already have a delivery date nominated. If you ordered in-store most metro delivery areas have a 2 day turn around, regional areas take a few days longer depending on the destination.. If you have any more questions please reach out to our friendly team. 

• Can I pick up my tiles instead of a Delivery?

  Yes you can pick up your tiles.

  Tiles are heavy, so safety is our number one priority. We have weight limits for a normal car. If your order is heavy you’ll need to confirm you have the right vehicle for the job. We can’t load goods into an unsafe vehicle, onto a seat or in a vehicle with the back seats folded down.

  If in doubt just call us and we’ll ensure we get your order to you safely.

• What should I do once my order has arrived ?

  Whether your project starts in a few weeks or a few months, we strongly encourage you to check your order upon delivery. This is to ensure you have received the correct items and that they haven't arrived damaged or faulty, and to submit a claim if required.