Order FAQs

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General

• Can I order samples?

  Yes you can order samples for the majority of tiles on our website via the product page, small cut samples are just 99p each, any order including just cut samples will qualify for free delivery.

  Cut samples ARE NOT full size tiles they are 10cm x 10cm chips. See our sample service page for full details.

  For a select range of our tiles, we do offer a full tile sample (prices vary) for majority of the tiles. This depends on the size, only cut samples are available for tiles larger than 60cm x 60cm in size. A sample order which includes a full tile sample will incur a £5.99 delivery charge.

• How can I contact you?

  You can contact us via telephone on 0113 252 6909 Monday to Friday from 9.00am to 5.00pm, alternatively out of working hours you can email us on customer.service@britishceramictile.com or contact us to complete an online enquiry form.

• How do I calculate how many tiles I will need?

  We have a tile calculator on the each product details page, simply enter the total surface area in m2 and our tile calculator will work out how many boxes you will require, we will also add 10% extra to your order for any errors or future breakages, you can remove this extra 10% by un-selecting the tick box on the product details page.

• Where can I find the tile I am looking for?

  We have a search bar at the top of each page which you use by clicking on the magnifying glass icon, in here you can search by entering a product name, code, collection name or brand name, if this does not return the product you are looking for we would suggest looking in the relevant room category, if you are unable to find the product that you are looking for on our website, it may be discontinued or out of stock, if you would like to contact us our Customer Services team will be happy to help you. 

  Any enquiries trying to source older products, majority of the tiles that were purchased before 2019 have been discontinued. If they are not available on the website it is most likely we do not have any stock, you can still enquire by emailing sales@britishceramictile.com and we can look into this.

• How do I know the size of the tiles?

  You will find the dimensions of each tile on the product details page under “product details” underneath the product images, all measurements are provided in millimetres. If you should require any further details on the product that you cannot find on this page please don’t hesitate to contact us.

Ordering Online

• Can I make changes to my order once it has been placed?

  If your order has not already been picked and packed at our distribution centre we might be able to make changes to your order, if you decide that you do want to make a change to your order or you have made an error whilst ordering we advise that you contact us immediately and we can look into this for you.

• Can I cancel my order once it has been placed?

  If you order has already been dispatched from our distribution centre we will not be able to cancel or amend the order, if you decide that you do want to cancel your order we advise that you contact us immediately and we can look into this for you.

• Can I place an order over the telephone?

  Unfortunately we are unable to accept payments over the phone at this moment in time, if you would prefer to place an order offline please call 0113 252 6909 Monday to Friday from 9.00am to 5.00pm and we will be happy to discuss your order over the telephone or via email (sales@britishceramictile.com).

• What payment types do you accept?

  We accept all major credit and debit card, we also accept payments via PayPal.

• Do the prices shown on the website include VAT?

  Yes, all prices listed on this website are inclusive of VAT.

• I have a discount code how do I use it?

  During the checkout process under delivery details you will find a box labelled “Gift cards & Promotional codes” please enter the discount code that you have in this box and then click apply, this will adjust the price accordingly, please always check the terms and conditions of the discount code that you have as these often have expiry dates and product restrictions, should you need further help please do not hesitate to contact us.

Delivery & Returns

• Where do you deliver to?

  We currently only accept orders within mainland UK addresses on our website, however if you are outside of mainland UK or would like an order shipped internationally please contact us and we will endeavour to fulfil your requirements.

  Please note: a custom shipping charge will need to be acquired for orders shipped outside of the UK and this is likely to be more than the delivery charges shown on our website, customers are also responsible for paying any customs and duty charges for orders being shipped outside of mainland UK.

• How long does delivery take?

  We have a range of different delivery methods to meet your specific requirements, we offer FREE standard delivery on orders over £499 which is 3 to 5 working days as standard, we also offer a range of express delivery options including next day AM and Saturday AM deliveries, should you need further help please do not hesitate to contact us.

• Will you deliver to my room of choice?

  We currently don’t offer room of choice delivery on orders placed on our website, as standard all of our couriers will deliver to kerbside.

• Do I have to sign for the delivery?

  Yes, for your security we require a signature on all deliveries and we advise when placing an order you choose a delivery address where someone will be available to sign for your order, should our couriers attempt to deliver and no one is available to sign for the order a card will usually be left and you can re-arrange delivery with the courier directly.

• Some of my tiles were damaged when they were delivered, what do I do?

  If you find any items in your delivery to be damaged you must contact us immediately, all damages must be reported to us within 24 hours of the delivery date unfortunately we are unable to look into damages if they are reported more than 24 hours after the delivery date. Please contact us for further information or to report any damages.

• What is your returns policy?

  Our standard returns policy is 28 days, if items are un-opened, in outer packaging and in original re-saleable condition. There are no returns under any circumstances on samples. View our full returns policy.