Frequently asked questions

Looking for some answers to Frequently Asked Questions?

Need some additional help processing your order? Or, do you want to find out more about the different delivery options available at The London Tile Co? Get the answers to your questions and more by taking a look at the various support pages.

 

Can I place an order over the phone?
No, unfortunately, we only accept order that are placed over the internet. Our phone line is used as an advice line where our sales advisors are more than happy to help you find the products you need, handle delivery issues, and deal with payment enquiries.

 

Do you have a Tile Brochure?
Yes! You can pick up a tile brochure in store or ask one of our team to send one to you free of charge!

 

Can I amend or add items to my order?
Before you place your order, please ensure that you have selected the correct items and quantities. If after placing your order, you need an item to be removed, please call us on 0333 320 80 48 with your order number at hand. If your order has not yet been dispatched, the items will be refunded.

 

Unfortunately, it is not possible to add to an order once payment has been received. There are two different ways you can get your additional items.

 

Place a separate order for the additional items. If the total value of these products is over £300 inc VAT, delivery will be free. If the total is less, you'll have to pay an additional small carriage fee.


Call us to refund your previous order. Then, place a new order including the products you ordered before plus the additional items required. Note: This must be done quickly as you want to ensure that your old order hasn't already been shipped.


How long will it take for my order to arrive?
Orders that are placed before 1pm are dispatched on the same day. Most orders from The London Tile Co are sent via express delivery and you should expect to receive your order within 1 - 3 working days (if order is placed before 2pm) for ancillaries and 3 - 4 working days for tiles, however these time frames can take longer based on your location. Some products take longer to deliver, such as tiles and shower screens, however the estimated delivery time will be specified on the product page and at checkout.

 

Do I have to sign for my order?
Yes. Due to security purposes, all orders from The London Tile Co (no matter the value) must be signed for upon receipt. Please check all items before you sign for the order. You can't claim for damages if you haven't indicated the damage when signing for the order.

 

Can I get my order delivered to a different address?
Yes. When you checkout you can choose to send your order to a different delivery address.

 

Note: All items in the same order must be sent to the same address.

 

What happens if I'm out when my order arrives?
Your order will not be left without a signature. If the first delivery attempt fails, a second attempt is required. If the second attempt is unsuccessful, there may be a delivery charge to re-send the goods. To avoid this, please make sure that your contact number is up-to-date before placing your order.

 

What do I do if I'm having problem paying at checkout?
If you're experiencing payment problems at checkout, please ensure that you've entered all of your details correctly. Visit the Ordering page to double check that you are properly filling out the card information form.

 

If you're still having difficulty with payment, please call our advice line on 0333 320 80 48.