Frequently Asked Questions

Q: Do you have a brochure?
A: No. Not printing a brochure saves on overheads so that we can offer you even better prices. All products can be found on this website.

Q: Do you deliver and how much will delivery cost?
A: Yes. Please see our Delivery Rates.

Q: Can you deliver to an address other than my own?
A: Yes. We will be pleased to arrange this for you. Simply enter the delivery address as you checkout.

Q: How long will delivery take?
A: For orders placed before 11.30am we offer a next delivery service to addresses south of Manchester. For all other UK mainland orders we offer a 2-4 day delivery service. You will be notified which day your goods will arrive, unfortunately we cannot specify a time. For orders in the Highlands or outside the UK mainland please contact our customer services team on 08458 333 546 to arrange a quote and delivery times.

Q: Can I collect in person to avoid the cost of delivery?
A: No. Although this may sound a good idea, your order maybe heavy and/or bulky and frequently a tail lift van is required to offload pallets. Furthermore, we have negotiated excellent rates with our carriers so we very much doubt whether you would save money by collection. Indeed it is likely to be more expensive.

Q: Does someone need to be present on the day of delivery?
A: Yes. Someone must be available to check that your order has arrived in good condition and sign the carrier's delivery note. Please do not sign for or accept any goods until unpacked and checked in full. Only sign if you are satisfied with the condition of your purchase. Items which have been signed for are deemed to be complete and in good condition. Please refer to our Terms and Conditions for our Returns Policy.

Q: What if I am not at home when the delivery arrives?
A: You must be there to sign for your order. Unfortunately we reserve the right to re-charge you the carriage if we have to re-deliver your order.

Q: Is Value Added Tax (VAT) included in your prices?
A: Yes. Businesses and individuals registered for VAT can generally reclaim this. Tile Factory Shop's VAT number will be on your invoice.

Q: Will my payment be secure?
A: We regard security as extremely important and protect all data, including credit card information, with firewalls and virus/intrusion protection software. Our payment handler is HSBC plc. Please also see our Privacy Policy.

Q: Do you have samples of your tiles?
A: Yes we offer samples up to 45 x 45cm in size. All samples are charged individually, we offer free carriage for up to 5 samples on a 2-4 day delivery service. Tile Sampling Service.

Q: Are all the tiles stock items.
A: Yes. If you place an order and we subsequently run out of stock you will be notified immediately so you can change your order if desired, alternatively we will let you know when the item will be re-stocked.

Q: Can I return any unused tiles?
A: A full refund will be given for unused box quantities. Return carriage will be arranged by Tile Factory Shop but must be pre-paid by you.

Q: Can I purchase single tiles or do I have to buy full boxes?
A: Tiles must be purchased in full box quantities only.

Q: What if I need to make amends or additions to my order?
A: We will endeavour to make amends to orders where we can but as we aim to process and despatch all orders immediately some changes may be beyond our control. Please notify us immediately if there is a problem with your order. We recommend you buy all your tiles in one go and allow an extra 5% for wastage as shades between batches can vary.

Q: What is your returns policy?
A: Please refer to our Returns Policy.

Q: What if my tiles are damaged?
A: If any items are damaged in transit, please report it to us within 2 working days. If the items are visibly damaged on receipt, please sign the carrier's delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method.

If your items are faulty on arrival, you have 7 calendar days in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we will issue a replacement or full refund to you via your original payment method. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.

Q: What if my order is incorrect?
A: If your order is incorrect please notify us within 48 hours. We will arrange for the incorrect items to be collected and replacements sent out.

Q: Why do I require a primer and what is it?
A: A primer, such as Mapei Primer G, (please refer to our adhesive and grouts section) will act as a better bonding aid between cement based adhesives and substrates such as anhydrite screeds, wood, plaster, plasterboard, sand and cement for interior and exterior walls and floors. Paint it on and allow it to dry before tiling.

Q: What is Impregnating?
A: Impregnating helps prevent a tile or stone from staining; a liquid penetrating sealer is applied to the top surface of the tile.

Q: Do all tiles require impregnating?
A: The tiles listed below should be impregnated with the following products prior to tilling

Q: How do I impregnate my tiles?
A: We advise that you always test a tile first, different methods are used with different sealers therefore we can only advise that you follow all manufacturers’ advice on products used.

Q: Can I use a top coat wax sealer instead of impregnating?
A: No. This is because it will wear and leave the tile open to staining. Always impregnate prior to using a top coat sealer.

Q: What is a tanking system and where do I need one?
A: A tanking system is used to seal the substrate beneath tiled areas which are subject to frequent water (i.e. showers, wet rooms, steam rooms etc.) prior to tiling to prevent the ingress of water into the substrate. Please refer to our fixing guide for further information.

Q: Can I tile on a wooden surface?
A: Yes provided that the wooden surface meets EN standards. Marine ply or WPB boards should be 15-18mm thick, screwed every 150mm, the sub floor to which it is screwed must be ridged and stable with sufficient cross bracing for strength and stability; a flexible adhesive and flexible grout should be used.

Q: How long do I need to leave my newly laid sand cement floor before tiling?
A: Four to six weeks is the normal time lapse, however we strongly advise that you seek professional advice.

Q: Can all your floor tiles be used on heated substrates?
A: Yes provided our recommended flexible adhesives and grouts are used.

Q: Do I need to cover existing cracks in the substrate?
A: Yes, if there are any existing cracks in the substrate it is advisable to seek professional advice as ignoring this could prove costly.

Q: Will any adhesive that I purchase be suitable for wall and floor?
A: No, it is extremely important to purchase the correct adhesive for your installation and tiles, please refer to our adhesive chart in our fixing guide.

Q: After my tiling is complete how long do I need to wait until grouting?
A: 24hrs to allow the adhesive to set properly and all moisture to escape.

Q: Once all the tiling and grouting is completed do I need to protect my grout with a grout sealer?
A: Yes this will help reduce the risk of staining, you will need to wait until the grout has fully cured which normally takes about 7 days before applying the grout sealer.

Q: What is the safest cleaner to use on my tiles?
A: PH neutral cleaners will not damage any tiles or grout.

Q: Can I use floor tiles on walls?
A: Yes floor tiles can be used on walls providing the wall is suitable to withstand the weight of the tile.

Q: Can I use wall tiles on floors?
A: No.

Q: What if I find that after installation my tiles have faults in them?
A: Installation constitutes acceptance, therefore we strongly advise that the tiles are checked prior to installation as we cannot consider any claims once the tiles have been installed. All our tiles conform to EN14411.

Q: Can I turn on my under floor heating immediately once the tiling is completed.
A: No, do not switch the under floor heating on until 28 days after installation, this will allow the adhesive to fully cure, on the first day after the 28 days of curing turn up the heating to 5°C and then raise it by 5°C per day for the next 5 days.