Frequently asked questions

• Can I order tile samples?

  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.

• How do I work out how many tiles I need?

  Please see our useful guide to how many tiles to buy.

• How do I place an order?

  
  Placing an order is easy. Either call in to our Cardiff or Swansea showroon, order online, or call 01792 773015.

• Do you have a showroom?

  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.

• Is there a delivery charge?

  Delivery - FREE on orders over £300 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 £300 you will have to pay delivery charges based on the size, weight and UK zone.

  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.

  If you have any queries or concerns about delivery, just give us a call on 01972 773015 and we'll be happy to help!

• How long does delivery take?

  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.

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

  The quickest way to amend or make additions to your order is to contact us as soon as possible on 01792 773015 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.

• What if my tiles arrive damaged or the order is incorrect?

  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 on 01792 773015 or info@directtilewarehouse.com so we can help to put it right.

• Can I return my tiles?

  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.