FAQ

Below you will find FAQs on tiles, followed by FAQs on service.

 

Frequently Asked Questions - Tiles

Q. What is the difference between Porcelain and Ceramic tiles?

A. Porcelain tiles are made using a more refined clay than is used for ceramic tiles and are fired at a higher temperature making them the more durable of the two. Porcelain tiles are of a higher quality than ceramic tiles.

Q. Can all tiles be used on floors and walls?

A. No. As a general rule, most porcelain tiles will be suitable for use on walls and floors, while ceramic tiles are mostly used on walls. However, there are many exceptions to this rule and we therefore recommend that you refer to our Product Details table for each tile for accurate guidance.

Q. How do I know if a tile is anti-slip?

A. Tiles which have anti-slip surfaces will be given an R rating ranging from R9 to R13, with R9 being the lowest slip resistance and R13, the highest. R ratings will be listed in the Product Details table for each tile.

Q. What is a rectified tile?

A. Rectified tiles are porcelain or ceramic tiles which have been cut to a precise size with a near perfect straight edge. This allows for neater and narrower grout lines and a more professional finish.

Q. What tiles are suitable for underfloor heating?

A. All floor tiles are suitable for underfloor heating, although we recommend that you use larger tiles requiring less grout lines as grouting does not conduct heat very well. If using underfloor heating in areas which are likely to get wet or slippery, you will still be able to choose from our wide variety of slip-resistant tiles.

Q. What tiles should I use in my wet room?

A. As with any room which is likely to become wet and slippery, we recommend that you use floor tiles which have an anti-slip rating of R11 or over for maximum safety.

Q. How can I avoid shade variation in my tiles?

A. Tiles are produced in very large batches which can cover over 100,000sqm at a time. When the manufacturers produce a new batch, there can be slight a discrepancy in the shade of the colour. Always check that the batch numbers are the same on each box of tiles to minimize shade variation. We also recommend mixing tiles from different boxes when laying them to ensure an even mix.

Q. What size tile trim do I need?

A. When selecting your tile trim, always use one size up from the depth of your tile to allow for the adhesive needed to hold the trim in place.

Q. Do I need to seal my tiles?

A. Sealing is done to protect your tiles and grouting against dirt, erosion and water penetration. While most porcelain and ceramic tiles will not need to be sealed, the following tiles will normally require sealing:

• Polished porcelain
• Tiles with a textured surface
• Crackle Glaze
• Quartz
• Natural stone (Granite, Quarry, Slate, Travertine, Polished and unpolished marble)

Grout will also need to be sealed. You will need to wait 48 to 72 hours for the grout to dry and cure before sealing.

Professional advice should be sought before installation to ensure the correct procedures, materials and aftercare methods are followed for the specific tiles and intended area of use.

Q. How do I calculate how many boxes of tiles I will need?

A. Multiply the length and width of the area you wish to tile (in metres) to find out the total SQM required. When you have chosen your tile, enter the SQM figure into our tile calculator and it will automatically tell you the number of boxes required. We recommend that you add an extra 10% to allow for cuts and wastage.

Q. What tiles are suitable for use around a wood burning stove or fire-place?

A. Porcelain tiles are ideal for use around wood burning stoves or areas that are exposed to high heat. Ceramic tiles can also be used but might show some crazing in the tiles.

Q. Can I tile over old tiles?

A. Yes, you can tile over old tiles, but your new tiles will only be as secure as the old tiles that they are attached to. Any problems with the old layer becoming loose, will become a problem with the new layer. The surface of the existing tiles would also need to be free of mould, mildew and be completely level. For best results, we recommend that you always remove old tiles from the area to be tiled and prep the area thoroughly. This could involve re-skimming the wall but will be well worth the extra effort. This will ensure the future stability of your tiled area and will give a much better look to the end result.

 

Frequently Asked Questions - Service

Q. Do you provide samples?

A. Yes. Samples can be ordered for most tile and flooring products on our website, with free delivery. If you are a consumer, you can return a sample within 14 days of the day after delivery. You pay the return postage.

Q. Can you deliver to my home?

A. Yes. Orders placed through our website are delivered to your kerbside.

Q. Will I need to sign for my goods?

A. Yes, you will normally need to sign for delivery. If you cannot be at home, please arrange for a neighbour to sign or tell us when you order and we will do our best to help.

Q. How long will it take to deliver my goods?

A. Usually within 1 to 3 working days. We do not offer next-day delivery.

Q. What does 3 working day delivery mean?

A. Working days are Monday to Friday, excluding weekends and bank holidays. If an order is placed on a working day, it is processed that day. If it is placed in the evening or on a non-working day, it is processed on the next working day. The delivery period then starts on the following working day, which is counted as day one.

For example, an order placed on Monday during the day is processed on Monday. Day one is Tuesday, day two Wednesday and day three Thursday, so delivery would be expected by Thursday. An order placed on Monday evening is processed on Tuesday, so delivery would be expected by Friday.

Bank holidays are not working days and may extend delivery times.

Q. How much do you charge for shipping?

A. Delivery is £35 per order, with free shipping on orders over £350. Samples are delivered free. Each separate order has its own delivery charge; we cannot combine orders.

Q. Will all the tiles be delivered from the same batch?

A. We try to send each order from the same batch, but this is not always possible. Please inspect all tiles before installation to check for any batch or shade differences.

Q. I bought too many tiles for my project; can I return them?

A. If you are a consumer, you can cancel within 14 days of the day after delivery and then have 14 days to return the goods. Please email info@tilekingdom.co.uk with your order number first. Goods should come back in their original boxes and be suitable for resale. You pay the return cost. We refund the goods and the original standard delivery charge. Returns outside this period are at our discretion. If we agree to a return, a 25% restocking fee applies. This does not affect your rights if the goods are faulty or not as described.

Q. What do I do if my tiles are damaged or my order is incorrect?

A. Please check the goods when they arrive. Please tell us within 48 hours, with photographs, before a replacement or refund is arranged. This does not affect your statutory rights. We will arrange collection or replacement for goods that are faulty, damaged in transit or not what you ordered, and we will cover that collection cost. If only one or two tiles are damaged, you may be able to use them where cuts are needed. Please do not fit any tile you think is faulty.

Q. Can I return my tiles if I change my mind after receiving them?

A. Yes, if you are a consumer. You have 14 days from the day after delivery to tell us, and then 14 days to return the goods. Email info@tilekingdom.co.uk with your order number. You pay the return cost, and we refund the goods plus standard delivery. You may open a box to inspect the tiles, as you could in a shop. Fitted, cut or damaged goods, or goods returned without their original packaging, may have an amount deducted for loss of value. Returns outside this period are at our discretion. If we agree to a return, a 25% restocking fee applies.

Q. Can I return discounted or clearance goods?

A. Yes, if you are a consumer and you cancel within the 14-day period above. "Final sale" applies only to cut-to-size, made-to-order or special-order items, which cannot be cancelled or returned unless they are faulty or not as described. Your statutory rights also apply if an item is faulty or not as described.

Q. Can I cancel my order once it's been placed?

A. Yes. If you are a consumer you can cancel at any time before the goods are delivered, and then within 14 days of the day after delivery, as set out on our Deliveries & Returns page. If you want to cancel, email info@tilekingdom.co.uk with your order number, or use the form in your order confirmation. If the goods have already been dispatched, you may need to return them and pay the return cost.

Q. What if I need to make additions to my order?

A. Place a new order through our website and put the batch number in the comments at checkout. We will do our best to match the batch, but this is not always possible.

Q. What payment types do you accept?

A. We accept payment by debit or credit card, PayPal and Apple Pay.

Q. Do your prices include VAT?

A. Yes, all of our prices include VAT.