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FAQs

Have you got a question regarding your online shopping experience? We’ve saved you some time by answering some frequently asked questions below.

Please visit our product pages, or give us a call for additional information. Alternatively, our in store specialists are on hand to support with product queries. To visit our showroom Elite House, West Hendon Broadway, London, NW9 7BW
We are currently aiming to process all refunds from order cancellations within 10 working days. If you haven’t received your refund within 10 working days, please contact us by calling 0203 967 7511 or emailing info@tbktiles.co.uk

Please contact us via email, chat or phone. Store contact details can be found on your order confirmation email.

For orders placed online for delivery, please call our Customer Services team on 0207 967 7511 or alternatively email info@tbktiles.co.uk, including your order number in the email subject line

For orders placed in store or placed online for in store collection, please contact us directly to make any amendments. For orders placed online for delivery, we are unable to amend your order. If you wish to cancel your order or remove a product before your order has been dispatched, please call our Customer Services team on 0207 967 7511 or alternatively email info@tbktiles.co.uk, including your order number in the email subject line
When your order arrives, we recommend that you inspect all items to ensure that the products supplied are correct and as ordered. Please notify us of any faults or damages within 48 hours by contacting our Customer Services team on 0203 967 7511 or alternatively email info@tbktiles.co.uk so that we can help to rectify any problems as swiftly as possible.
Our courier will notify you on the day of delivery. Currently our delivery time slots are 7am to 6pm.

All unders under £475 have a delivery charge applied to them. The exact amount depends on your location within the UK. This is calculated at the checkout. Any orders that do not require a pallet delivery will be sent via DPD. DPD costs depend on your order weight. This is is calculated at the checkout. Sample orders are delivered for free.

We will aim to deliver all sample orders within 2 working days of being placed. This means that your order may arrive on the 2nd working day.

No, unfortunately collection is not available on sample, PayPal or IFC orders.

Yes

It may be the case that tiles are out of stock during the time you are browsing however you will be able to see when our next batch of stock will be entering our store.

If you can no longer travel to collect your order, please call our showroom as soon as possible so we are able to arrange delivery for you. 

Please email info@tbktiles.co.uk or call us on 0203 967 7511