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FAQs

Product

Can I order a full size sample tiles?

Of course! Our team are ready to assist you in your sample selections. Please note that there will be extra freight cost’s involved due to weight of the tile. Please call us on (02) 9567 8971 or email sales@designtiles.com.au

How much grout should I order?

Please refer to the Mapei grout calculator here Tile grouts calculator | Mapei

How much wastage should I order?

Design Tiles always recommends ordering an additional 10-15% on top of your order to allow for wastage. For larger format tiles like 600x1200mm, 750x1500mm, 900x1800mm or larger please allow for 20% extra waste.

Some rooms will require more cuts which generally means more wastage. Always confirm your quantities with your builder or tiler before proceeding with your order. Also, if you are purchasing tiles that are discontinued or on clearance its always worth buying extra as that tile, or batch of tiles may no longer be available from the manufacturer if you need to cover wastage.

Shipping / Deliveries / Store Pick-Ups

I ordered my tiles 14 days ago when will I receive my order?

If you haven’t received any email updates regarding your order please contact our customer service team quoting your invoice number to admin@designtiles.com.au or call us on 02 9567 8971 . We are available from Monday – Friday 9am to 5pm and on Saturday from 10am to 4pm.

How will my tiles be delivered?

Your tiles will arrive on a pallet or skid securely wrapped and will be delivered to your kerbside using a hiab truck. Our courier drivers will not unwrap orders and bring them into your house.

Please check always your deliveries to ensure your products are correct, one shade/batch, correct size and free of any defects or faults. It is the responsibility of the purchaser to check the quality and quantity of the products supplied on delivery. No claims can be made after goods are installed.

Can I cancel my order if there is a delivery delay?

We will use reasonable efforts to deliver the goods by the date and to the place specified by the Purchaser. Delivery delays does not give the Purchaser the right to cancel an order or terminate these terms & conditions. Design Tiles is not liable for any failure to provide goods due to shipping delays or any other circumstances beyond the company’s control.

Can I get a delivery to an apartment building?

Please bear in mind that all our deliveries are Kerb side. Our third-party drivers can only deliver kerb side and cannot hand unload into your apartment deliveries due to insurance considerations. Please make sure you engage with your builder or tiler to help you take your tiles inside on the day of your delivery.

Can I collect my order from your store?

Yes you can! Our customer care team will contact you when your order is ready for collection. It is the responsibility of the Purchaser to check the quality and quantity of the products supplied upon delivery or pick up. Design Tiles is not responsible for the goods once they are picked up from the warehouse either through a third-party courier service or the Purchaser themselves.

The warehouse is open for pick ups from 9.30am – 4.30pm Monday to Friday only. You just book in a time when you are picking up your order. Please call us on 02 9567 8971.

Please check your order on collection and sign once goods leave the warehouse. Always ensure your products are correct, one shade/batch, correct size and free of any defects or faults. It is the responsibility of the purchaser to check the quality and quantity of the products supplied on pick up.

I ordered my tiles, but I am not ready to have them delivered yet, what are my options?

All orders can only be held for 4-6 weeks only with full payment. Except special orders and indent orders. A storage fee will incur after that time of approx $15 per pallet each week.

Returns

Do you accept returns?

If you wish to exchange your tiles after collection or delivery, our consultants will recommend best alternatives and any difference of order prices will be refunded.

There is a return shipping fee and a 25% handling fee to be paid by the customer. All goods must be returned within 14 days direct to the supplier’s warehouse. For the return of goods to be accepted, the supplier must approve that they have the same batch and shade to accept. Returns will ONLY be accepted if they are returned in the same condition. Boxes should be unopened. Returns of less than 3m2 are not accepted.

I received broken/damaged tiles, what do I do?

Any shortage, damage, or breakages must be notified in writing with pictures of damaged product WITHIN 48 hours of delivery. Claims cannot be recognised after goods have been installed. Please email either admin@designtiles.com.au or call us on 02 9567 8971.

Design Tiles will not accept the following exchange or returns;

  • Discontinued Tiles
  • Sale Items
  • Commercial stock
  • If the same batch is not available
  • Products less than 3m2
  • Special or Indent orders
  • Change of mind cancellation
  • After goods are installed
  • Boxes are opened
  • For reasons regarding to variation in colour, texture, shading, pitting, veining etc.

Trade

Do you offer trade discounts?

Yes we do! Please contact our customer service team sales@designtiles.com.au for further information.

Other

I need an installer, do you recommend tilers we can use?

We have our own team of commercial tilers for our commercial division. However, we can recommend a tiler from the Sydney metropolitan area for you. Please call our office on (02) 9567 8971 and speak to a friendly team member today.

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