Order FAQs

If you've placed an order and you've got a question, take a look few these FAQs below to see if we've already answered it!

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.

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.

What if I need to amend / make additions to my order?

If the order has not been dispatched 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 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 dispatched. Please see our Terms and Conditions for more details.

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.

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.

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 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.

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 sales@wallsandfloors.co.uk and live chat.