Frequently Asked Questions
Do you offer delivery?
Yes, we offer nationwide delivery to ensure that our customers across the country have access to our exceptional tiles.
Do you offer free delivery?
Yes, we offer free delivery on all orders over £500 to mainland UK addresses.
What are your delivery charges?
For orders under £500 across all the postcodes delivery charge of up to £70 is applicable. Delivery charges to remote and island postcodes may vary.
How long will it take to receive my order?
Delivery times vary depending on the availability of the tiles and your location. We will provide you with an estimated delivery time when you place your order.
When will I get my order?
All our deliveries are attempted between the hours of 0800-1700 on weekdays. You can choose a delivery day at checkout. Over 95% of our deliveries are done on the day selected.
Do you offer next day delivery?
Yes, we may offer next day delivery. Please contact office to arrange a next day delivery.
Can I track my order?
Yes, you will receive a tracking number once your order has been dispatched. You can track your order online or by contacting our customer service team.
Will you deliver inside the house?
All our deliveries are kerbside only. This means your order will be delivered to the nearest kerbside outside the property at the driver’s discretion. Please ensure there is enough empty space at the property before delivery date to unload the pallets. There are no un-loading restrictions , no sand or gravel paths.
Why can’t you deliver inside the house or place or my choice?
Generally, like most pallet deliveries, ours are made only to the kerbside. They might not be delivered directly to your driveway or front door. Delivery drivers are not covered by insurance to step onto your property, un
seal the pallet, or physically manage any tiles.
Tiles are hefty, and some boxes can weigh as much as 30 kg. Our delivery partners, unfortunately, cannot remove the pallet or packaging. We advise enlisting assistance to promptly transfer your order inside your property.
Do you accept returns?
You may return any unused, undamaged items within 30 days of purchase. Refunds will be processed within 5-7 business days of receiving the returned items.The following items cannot be returned - clearance items or final sale items or items that have been installed or used.
What is your return policy?
Only 10% of the order can be returned with a surcharge, not the full order. Please note that customer is responsible to arrange the delivery back to our warehouse in Iver and Tilenow can’t cover the cost of this.
Are there any return charges?
Yes, there is a 25-40% return surcharge on all returned items. Please contact us to initiate a return.
How can I place an order?
You can place an order online through our tilenow.com website or through the phone.
What payment methods do you accept?
We accept a variety of payment methods for your convenience, including cash, credit/debit cards, and bank transfers.
Do you have a minimum order quantity?
We typically have a minimum order quantity to ensure efficient processing and delivery. However, we encourage you to contact us to discuss your specific requirements.
Can I cancel my order?
You can cancel your order before it has been dispatched. Please contact us immediately if you wish to cancel your order. You can email us at support@tilenow.co.uk or call us.
Are there any cancellation charges?
There is no cancellation if you cancel the order within 2 hours. If the order is already dispatched through our delivery partner then there is a 25% cancellation charge.
What happens if my delivery is not on time?
If your delivery is not on time, please contact us immediately. We will do our best to resolve the issue and ensure that you receive your tiles as soon as possible.
Do you have any physical location where we can visit to have a look?
Our warehouse and customer showroom is located in Iver.
Can I order samples of the tiles?
Yes, we can provide samples of our tiles so that you can see the quality and colour in person before making a purchase. Please contact us to request samples.
What should I do if there are any breakages?
All the tiles are carefully packed without any damages before leaving the warehouse. However, the damage can occur during the transit. If there are any breakages, you must report them to us within 48 hours of receiving your order. Please keep all the packaging materials and take photos of the damaged tiles. We will arrange for a replacement or refund.
Can you store my tile order with you?
We can store your tiles order in our warehouse for up to 5 months free of charge as long as you have paid for the goods. After that we only need 3 days notice to book your delivery. Please call our office to arrange delivery 3 days prior to when needed.
Do you offer any bulk order discount?
We may be able to offer extra discount for orders over 150 square metres. Please do call our office for further information.