Frequently Asked Questions
Please read our FAQ before sending us a message.
Delivery costs of full pallets / orders over £350 and Accessories are included in the prices shown– Prices are also inclusive of VAT . Express delivery which is an additional charge and can be selected at checkout. For all items that do not qualify for standard delivery again the cost of delivery will be calculated at checkout.
Yes all our prices are inclusive of VAT.
Standard delivery is 3-4 working days. Express delivery is an option available at checkout. For express deliveries orders must be recieved before 12pm. If the goods are special order items we will inform you regarding an ETA of the goods. Special Order Items are subject to an extended lead time.
Goods are delivered via a third party courier. Goods will arrive on either a18T Tail lift vehicle and be delivered to Kerbside. The courier cannot deliver onto soft or uneven ground and the vehicle must be able to access the road to your property. Please inform us of any delivery restrictions using the relevant form at checkout. Please note failed delivery or redelivery charges may apply if we are not informed off restrictions at the time of ordering.
Ideally a individual over 18 years old who is authorised to sign for the goods is required on delivery.
We use a payment gateway called Stripe which hasbeen audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, Stripe use the best-in-class security tools and practices to maintain a high level of security at Stripe.
Stripe accepts all major debit & credit card payments.
If an alternative delivery address is required, please inform us when prompted at checkout. Please note the payment method used must be associated to the billing address. If an alternative delivery address is required it may be subject to additional security checks and these checks will be conducted before shipping any goods.
As of April 2022 will have 2 showroom facilities (North & South). Southern showroom is based in TR4 9QQ and the Northern showroom ST8 7PP.
We have distribution facilities in both the North & South West which enables us to provide a national delivery service, quality products and fair pricing.
We offer a sampling service which is available to select on each product category. We do charge a nominal fee for sampling to simply cover the postage costs. Samples are generally despatched on a next working day basis.
Before our goods are despatched to you they are carefully checked, However occasionally breakages can occur. We would ask you to consider using any breakages for your cuts where possible. We will always try and assist you with regard to any delivery issues however it is extremely important that should any issues arise the goods are signed for as damaged on arrival and photographs along with your order number and description of the issue are sent to us within 48 Hours.
Although every effort is made to get the products to you in perfect condition, breakages can occur . Please make sure you allow for this and for cuts when laying, before you work out your quantities. We cannot accept returns of open or part pallets or accept liability for product once they have been laid.
Please check your goods thoroughly on arrival.
The majority of our products are sold in full pallet/patio pack quantities as this reduces the potential for damage in transit and provides the customer with the best possible value as it reduces additional cost occurred from splitting pallets.
Where breakages or damages are identified and reported to us then where products are sold in full pallets we can only consider reimbursement for the individual damaged items, individual replacements may not be an option please consider this before making any purchase and ensure you have purchased sufficient quantity for your project.
We require an image of any damages alongside the order number within 48 hours of arrival and full contact details before any replacements or reimbursement can be considered. We cannot consider and replacements or reimbursement once the products have been removed from the pallet, or have been laid/fixed.
All our products comply with EN1441 and are inspected during the production process and once again before being despatched from us. However if issues relating to the product are found please inform us as soon as possible and please note we cannot accept responsibility once the tiles have been laid / fixed. Before installing these pavers please ensure you have fully understood our installation guide.
Returns may be subject to a collection and re-stocking charge. The goods but be returned in the original product packaging, unused and in a resalable condition. We can only accept returns of full packs and before collection we require a photo and showing the location and condition of the goods before confirming collection.
We would be pleased to answer any query you have and can be contacted via
0800 246 5364
Or via WhatsApp 07838164110
– Visit Us
UNIT 9 Brindley Court Prospect Way ST8 7PP
08:00 – 17:00 Monday – Friday.
08:30 -13:00 Sat
Bank Holidays* Subject to Change
Registered Company Details
TILE STORE DIRECT IS A T/N OF
Premier Porcelain Ltd
Grosvenor House, Chapel Street, Congleton CW12 4AB
Company Reg: 13062802
For fast responses to all queries weekdays & weekends then simply WhatsApp us.
Don’t have time to visit or wait for a sample? Then WhatsApp us to request more images or product videos of any item that interests you.