At Tiles Deluxe, we take great care in securely packing every order to ensure your tiles arrive in perfect condition. All pallets are professionally wrapped and packed tightly to prevent movement in transit. However, due to the delicate nature of tiles and the heavy-goods network used to deliver them, occasional breakages can still occur despite our best efforts.

To help us resolve any issues promptly, please inspect your tiles upon delivery. If you find any damage, simply take clear photos and email them to support@tilesdeluxe.co.uk

within 48 hours of receipt.

Reporting Damage or Shortages

Any damage, shortages or delivery-related issues must be reported within 48 hours of delivery. While you may contact us by email, please be aware that emails can occasionally be delayed or filtered into junk or spam folders by email providers. To ensure your claim is received and acknowledged within the required timeframe, we strongly recommend contacting us by telephone or sending photographs and details via WhatsApp on 0116 410 5020. Using these methods helps us assess your claim promptly and avoid unnecessary delays.

• For tiles broken and unusable, we will issue a refund for the affected tiles.

• If you would prefer replacement tiles, we are happy to send these out – we just ask for a £45 contribution toward the cost of the replacement pallet carriage.

For tiles that have minor chips or edge imperfections, we offer a 50% refund, as these can often be used for cuts or smaller areas during installation.

As a helpful tip, and in line with best trade practice, we always recommend ordering 10–15% extra tiles to allow for cuts, wastage, and minor risks in transit. This small allowance ensures a smoother installation and protects you against delays caused by needing additional tiles later.

Please note that large-format tiles such as 60x60cm or 60x120cm are always transported on pallets due to their size and weight. Once dispatched, your order travels between multiple depots and vehicles on its way to you, and while we use trusted and reliable couriers, we have no direct control during transit.

Our terms and conditions reflect this process and are designed to be fair and transparent, consistent with our low and competitive tile prices.

Thank you for your understanding and cooperation — we’re committed to ensuring every customer enjoys a smooth, honest, and satisfying experience with us.