Frequently Asked Questions
What are rectified tiles?
Rectified tiles, or sharp edge tiles as they can be known, are Ceramic or Porcelain Tiles that have been manufactured to a very precise tolerance. This means they are cut to near exact measurements with a near perfect straight edge. The cleaner edges also make it easier to create intricate laying patterns as you have more flexibility with the grout line width, a prime example being basket weave.
Are the tile sizes correct?
The sizes that are stated are the sizes that the goods are manufactured to – Referred to as “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.
Will all the tiles be delivered from the same batch?
We will always try and send tiles or flooring out from the same batch, however, this is not always practical or possible. It is recommended that you do not fix any tiles or flooring, until all items have been inspected prior to installation to avoid any potential batch shading problems.
When should I book my tiler, plumber or installer?
Many people will book their installer prior to placing their order, but this will cause issues if there are any delays in delivery or if you have received a damaged item and/or have decided to change your mind about it. We therefore recommend you book your installer roughly two weeks after the estimated delivery date, giving you time to receive the goods and inspect the items prior to installation.
I have a question about a product, where can I find more information?
Please visit our product pages. Alternatively, you can call our Sales Office where our specialists are on hand to support with product queries on 01484 320 403.
Can I order single tiles or do I have to purchase complete boxes?
All our products are sold in full boxes. How the product is sold is indicated on the product page.
Can I order samples?
Yes, you can order samples for the majority of items on our website via the product page. You can order as many as you like and they will be delivered within 3-5 days. Samples ARE NOT full-size tiles, they are 100mm x 100mm chips.
Can I change my order details after I’ve placed it?
Any changes to your order can be requested before the order has been dispatched by emailing firstname.lastname@example.org
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 (Delivery or re-stocking fees where applicable). If the order has not yet been dispatched, then we can cancel this without a cost being involved.
When will my order confirmation be sent?
Once your online order has been processed you will receive an immediate confirmation via email. If you have not received an email within 30 minutes of completing your order, we advise you check your junk/spam or deleted items folder in your email inbox. Please make sure the email address you provide is correct.
I have decided to tile another area and need to order more
We would highly recommend that any additional orders refer to the original batch/order number, so that we can try and match them for you. This is due to different batches can produce different shades/sizes.
What payment types do you accept?
We accept most major credit or debit cards, including Visa Credit and Debit cards as well as Mastercard. Unfortunately, we do not accept American Express cards.
Do your prices include VAT?
All our prices include VAT.
I have cancelled my order, how long will it take to get my refund?
We are currently aiming to process all refunds from order cancellations within 10 working days. If you haven’t received your refund within 10 working days, please contact email@example.com
I have a question about a refund, who can I speak to?
Please call our Customer Service Team on 01484 320 403 or email firstname.lastname@example.org
How will the tiles be delivered?
Tiles will be shrink wrapped on a pallet and delivered to the ground level edge of your property (Kerbside Delivery). Due to insurance policies and health & safety regulations, the driver will NOT transport any goods into the property. Orders under 20kg weight will be delivered with a parcel courier.
When is my order being delivered?
Your order will be delivered usually within 2-5 working days. Orders to difficult to reach postcodes will be delivered within 7-10 working days. Orders placed over the weekend or during a bank holiday will be processed the next working day.
How will I know when my order will arrive?
We will contact you by email to confirm the material has been dispatched, along with the delivery lead time. All orders are delivered between 8am and 6pm Monday-Friday. Please Note: Delivery dates can change on occasion due to circumstances beyond our control. Delivery timetables are best estimates and may be subject to change as due to seasonality, weather and other non-specified factors. When we give a date for delivery, this will be an estimate and not a guaranteed firm date. However, you will be notified as soon as we are informed of any delivery changes.
What should I do when my order arrives?
When your order arrives, we recommend that you inspect all items to ensure that the products supplied are correct and that nothing is damaged. You should also check that the batch information matches across all boxes of the same product. If the material arrives damaged, please mark this clearly on the delivery note before signing for the material. Please notify us of any faults or damages within 48 hours by contacting our Customer Services Team on 01484 320 403 or alternatively, email email@example.com so that we can help to rectify any problems as swiftly as possible.
Do I have to sign for my delivery?
Your consignment will require a signature upon arrival at the property. When placing your order, you will have the option to leave additional information regarding the delivery or directions to help your delivery driver.
Can my order be delivered at a specific time?
We are unable to offer specific time slots for delivery due to high demand. We are working with our delivery partners to improve our delivery options.
What if I am not at home when the delivery arrives?
Unless by prior arrangement, the driver will not leave the consignment. If a second delivery attempt is required, an additional charge of £40.00 is likely to be incurred.
How do I arrange for my order to be left in a safe place?
If you are aware that you will not be at the delivery address at the time of delivery, please notify us via email or leave us special instructions on where the goods can be left on your property whilst placing the order.
Do you deliver outside the UK?
We don’t offer delivery to other countries on the website.
Where do you deliver to and if so, is there an additional charge?
We pride ourselves on delivering to almost all areas of mainland UK. However, we are currently unable to deliver to certain areas in the Highlands and Offshore Islands. (Please view excluded postcodes on our Delivery page). Please contact our Customer Service Team on 01484 320 403 and we will check whether we can deliver to your postcode.
Can I get my order delivered to another address?
Yes, we will need a full postal address, and we may contact you to ensure that there are no security problems regarding transaction and delivery. If possible, to avoid any confusion it may be better to contact us regarding a different delivery address prior to placing the order. Please get in touch with our Customer Service Team via email firstname.lastname@example.org or phone us on 01484 320 403
Can I return my pallet with the driver?
We use a courier network to deliver all palletised deliveries. This enables us to keep our prices low and for large parts of the UK, unfortunately, this means the driver is unable to take your pallet a way with him.
What do I do if some of my order arrives damaged?
If any packaging shows signs of damage, please mark this clearly on the delivery note when signing for the material. Damages and order shortages must be communicated within 48 hours of delivery.
Please contact our Customer Service Team on email@example.com, quoting your ‘Order Number’ & ‘Delivery Note’, and take clear photos of the damages and we will ensure replacement parts are sent out immediately.
The order has arrived, and it’s not what I expected
If you have ordered a sample, we will obviously carry out checks to ensure you have had the correct order picked and may ask you for an image of it next to what has been delivered. This will help us work out what has happened and help to resolve the situation. If samples have not been ordered, Wall & Floor Solutions Ltd cannot be held responsible for any discrepancies between the tiles and flooring ordered and the images/products on screen. We will, however, accept the goods back for a refund. Please see our Terms and Conditions/Returns page for more information.
After installation, can my damaged tiles be replaced?
If once fitted your tiles become damaged it is possible to purchase additional tiles and for them to be removed and replaced; a suitable tradesperson would be able to assist with this. We always recommend keeping any spare tiles from your tile installation to ensure you have replacements, this ensures you have the same batch number for your existing tiles.
What is your returns policy?
How do I return my order?
If you wish to return your order and it falls in line with our Terms & Conditions, you will have to contact our Customer Service Team prior to sending the item back. You will be responsible for returning the item back to us yourself – but you may be eligible for a free return (If you are returning damages). All instructions on how to send the item back will be supplied by Customer Service.
How do I make a complaint?
We’re sorry to hear you’ve been disappointed. If you wish to make a complaint, please get in touch with our Customer Service Team via email firstname.lastname@example.org