FAQs and Guides – Helpful Advice and Tips
Welcome to our FAQs and Guides which we hope you’ll find helpful. With over 40 years of experience, we can offer you friendly, professional, expert advice and tips to help your tiling project take shape.
Our FAQs and guides have been produced to answer some of the most asked about tiling subjects from how to lay mosaic tiles to using grout and adhesives. We hope that these tiling projects and designs will benefit you, but if we’ve missed something, please let us know.
Frequently Asked Questions
We offer free of charge cut samples of all our tiles, the perfect way to try before you buy. Don’t forget to view your samples at different times of the day and with the lights on and off. Postage and packaging are free of charge.
Placing an order is easy. Either call in to our Cardiff or Swansea showroon, order online, or call 01792 773015.
We have showrooms in Cardiff and Swansea, but if they are too far away, don’t forget you can order free samples and then buy online.
Delivery – FREE on orders over £400 to Mainland England, Scotland and Wales
We organise delivery to you, usually via a third party carrier. We will agree a delivery charge and date with you when you place your order.
If the order is for less than £100 (exclusive of VAT), you will have to pay for delivery at £33.00 (£27.50 excl.VAT).
If the order is for between £100 and £400 (exclusive of VAT) delivery will normally be £30.00 (£25.00 excl. VAT)*.
In most circumstances, if the order is for over £400 (exclusive of VAT) to mainland England and Wales (as well as most mainland areas of Scotland), we will pay the costs for standard delivery.
Standard delivery usually takes place within five working days after we receive payment for the tiles you are ordering. Standard delivery will be on normal weekdays between 8am and 5pm You pay extra for Saturday deliveries which take place between 8 am. and 12 noon.
Any delivery charges which you pay (e.g. on orders of £100 or less) will be what we are charged by the third party carrier; there will be no mark up.
* A few postcode areas in England, Wales and Scotland may incur an additional charge which we will advise you of prior to purchase. Unfortunately this is because we are charged a premium for delivery to a number of postcode areas by the third party carrier.
We carry many of our tiles on our website in stock and they can be despatched for delivery in a few working days. However, special order items have to be ordered, and these can take a few weeks. These have the word ‘WEB’ in the product code. Please see the ‘availability’ note on each individual product page.
Please note that special order items cannot be returned for a refund.
The quickest way to amend or make additions to your order is to contact us as soon as possible so our friendly customer service team can help. If you need to order more tiles, if you can tell us the batch number from the box, we can try to match your tiles up for consistency.
We are careful to package tiles as carefully as we can but sometimes there are breakages. We always encourage adding an extra 10% wastage to your order to help cover this, and for any extra cuts required or spares for the future. However, if your tiles are damaged or if the order is incorrect, please contact us as soon as possible so we can help to put it right.
You need to inform us that you would like to cancel within 14 days from when your tiles are delivered and need to send the goods back to us in their original unopened boxes within the 28 day cancellation period. You will bear the cost of returning the goods except where the goods are either faulty or misdescribed in which case we will refund any reasonable costs you incur in returning the goods to us.
Special order items cannot be returned for a refund as these are ordered from the manufacturers to match a customer’s specific requirements and measurements.
For more information, please see our returns page.
Grout, Adhesive and Primer Factsheets
The below factsheets will help you identify exactly the right grout, adhesive or primer products you will need in your tiling project. Getting the right mixture is really important and depends on where, on what and for what you are tiling.
FAQs and Guides
We hope that you have found our FAQs and Guides helpful. If there is something we’ve missed, please get in touch so we can help, and also include it on this FAQ and guides page.
If you need some help with how to tile or advice on which accessories to buy please do not hesitate to ask the Direct Tile Warehouse team.