Frequently Asked Questions
If you have a question regarding your shopping experience with Walls & Floors, you may be able to find the answer to your query, below.
Can I order tile samples?
You can happily order a sample of any tile item on our website. These are chargeable full size tiles, no cuts, and we will pay the postage & packaging to get them to you with our standard service taking 2-3 working days or alternatively, you can pay £3.95 for our next working day service.
If I supply measurements can you calculate the tile area for me?
Yes, contact us via phone, live chat or email and we will be able to assist you with your calculations. Alternatively, you can use the tile calculator available on product pages.
Are the tile sizes correct?
The sizes that are stated are the sizes that the goods are manufactured to - they are nominal sizes. This means that due to the manufacturing process and nature of tiles, the exact sizes cannot be manufactured consistently and that different batches of the same tile can vary in size, as much as 2mm, which is a widely accepted tolerance within the industry.
I have decided to tile another area and need to order more...
This is not a problem but we would highly recommend that any additional orders refer to the original batch / tile ID numbers, so that we can match them for you. This is due to the fact that different batches can produce different shades / sizes.
How can I contact you?
You can call us direct on 01536 314730. Alternatively, please view our Contact Us page, where various options are available including email firstname.lastname@example.org and live chat.
Do you have a showroom and if so, can I collect?
We have Showrooms in Kettering, Northamptonshire and in Putney, London. You are able to visit these and pay for goods over the counter and either take the items away with you or arrange a delivery for a later date. Please view our showrooms page for location, directions and opening times.
Can I tile onto a wooden floor?
This is not a problem but the floor should be overlaid with a Marmox type boarding or an alternative product and a flexible adhesive and grout are to be used. Our expert in-house advisors are more than happy to help you with your order.
What are Porcelain tiles?
These tiles are manufactured from extremely pure materials and are fired at a very high temperature, which gives a fully vitrified body. A typical porcelain tile is made from 50% Feldspar, 30-40% white clay, up to 15% Kaolin and up to 15% quartz and other fusible materials. The result is a dense, strong tile with a superior performance compared to normal ceramic tiles, including durability, abrasion, frost and chemical resistance and virtually impervious to water.
How do you cut large / thick items, like Porcelain / Granite / Marble tiles?
These products need to be cut with a suitable wet wheel cutter and diamond sawn blade. Please visit our extensive range of Tiling Tools, to view the vast range of products that we have available.
Can I order single tiles or do I have to purchase complete boxes?
You can purchase whatever quantity you require. Different products may be priced in various ways, for example; Per Tile, Per Sheet, Per SQM, Per Pack or Per Pallet. All prices are stated next to the tile image, for every product on our website.
What if I need to amend / make additions to my order?
If the order has not been despatched we will be able to add directly to your order. Please ensure that you have ordered the correct amount of tiles you require, any late additions may be subject to carriage costs depending weights and quantities. Each request will be looked at on an individual basis.
Can I use more than one E-Voucher on an order?
If you are in receipt of multiple e-vouchers or voucher codes, you must redeem the code of most benefit to you, at the time. No alteration / addition of codes will be entered into, post transaction.
Can I cancel an order once it has been placed?
Yes, you can cancel an order once it has been placed. Charges may apply if the order has already been despatched. Please see our Terms and Conditions for more details.
Can I place an order over the telephone?
Yes, please call our experienced sales team, on 01536 314730, to place an order over the telephone.
How can I order a brochure?
To request one of our FREE brochures direct to your home, please fill out our brochure form and follow the on-screen instructions. Or give us a call.
What payment types do you accept?
We accept most major debit or credit cards, including Visa Credit and Debit cards and Mastercard. Payments can also be accepted over the telephone.
Are receipts / VAT receipts sent with the delivery?
We will send your picking details with your order, to confirm the items you receive. Order confirmation will be emailed to you upon payment, with a copy of your VAT receipt. If you require another copy, please contact us via the various options.
How is information secured when using Walls & Floors?
At Walls & Floors, we take this data security very seriously and are happy to tell you that we are currently using the latest SSL (Secure Socket Layer) technology, Norton Secured provided by Symantec® and Data Encryption. E-commerce merchants are going beyond the gold padlock to go green with Extended Validation SSL certificates, the e-commerce standard for trust and security. The green browser address bar, exclusive to EV SSL certificates, assures website visitors that we are transacting on a highly trusted and secured domain. Providing visual assurance to visitors that the site is verified and secured.
Are the tiles stock items - How long for delivery?
Approx 95% of the tiles displayed on the website are carried in stock and can be despatched for delivery in 1-2 working days. Special order items / imported products may take approximately 2-3 weeks. Customers are able to request a delivery date, using the calendar feature in the checkout process. Out of Stock items display a due date that these items are anticipated to be back in stock.
Where do you deliver to and if so, is there a charge?
We deliver directly all over the mainland UK, with our standard express delivery taking 1-2 working days. Our standard express delivery charge is free on orders over £150, with various delivery options available. Please view our Delivery Information page for further details.
Do I have to sign for my delivery?
We would prefer this but it is not necessary. When placing your order, you will have the option to leave additional information, regarding the delivery, such as 'Call before delivery' or 'Leave in garage' etc, to help your delivery driver.
Can you ship overseas?
Unfortunately, due to the nature of the goods that we stock, we do not offer overseas delivery, as a standard service. If you are not based in the mainland UK, please contact us, for more information.
Will all the tiles delivered be from the same batch?
We will always try and send tiles out from the same batch, however, this is not always practical or possible. It is recommended for any tiling situation, that you do not fix from one pack at a time but from a selection on 3 or 4 packs, to avoid any potential batch shading problems.
What if my tiles are damaged or the order is incorrect?
All damages and irregularities must be notified within 2 working days of the delivery. The exact amount missing or damaged must be notified in writing and replacements will be sent out. It will be deemed acceptable that 1 or 2 tiles may be broken, due to the nature of the goods. In this instance we would recommend that you try to use these, where cutting is necessary. If you still require 1 or 2 tiles to complete the job, we will send out the replacements on the assumption the original notification was given within the timescale above.
What is your returns policy?
What if my tiles arrive damaged, or what if they're the wrong tiles?
If you receive damaged or incorrect tiles you will need to inform us within 2 working days of delivery. We will either refund you or send replacements as quickly as possible.
The tiles have arrived and they are not what I expected
If you have ordered tile samples, we will obviously carry out checks to ensure you have had the correct order / correct tiles picked etc and ask you to supply the sample tile or an image of it next to what has been delivered. This will help us work out what has happened and help us to resolve the situation. If samples have not been ordered, Walls and Floors cannot be held responsible for any discrepancies between the tiles ordered and the images / products on screen.
Can I send left over tiles back?
We will refund any tiles in their original boxes within 30 days of the date of delivery. The customer will be responsible for arranging the return of the goods to our main distribution warehouse: Walls and Floors Ltd, Returns Depot, Garrard Way Kettering NN16 8TD. The refund will be processed within 5 working days following our receipt of the return. For further details, please see our Terms & Conditions.
VIP Account FAQ's
How do I apply to become a VIP Account customer?
Please click here to apply for a VIP Account today. Should you have any queries along the way, please contact us on 01536 419972.
Can we be set up with a credit facility?
We can assist you with various credit and finance options. Should you have any queries along the way, please contact us on 01536 419972.
How can I contact you?
Should you have any VIP queries along the way, please contact us on 01536 419972.
Alternatively, please feel free to Contact Us we're here to help. Call sales and support, expert in-house support by email, phone or live chat.
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