Returns & refunds
Returning an item to The London Tile Company
We understand sometimes a project doesn't go as planned - that's why we've made returning an item to The London Tile company easy and efficient. If you purchased your products online from The London Tile Company website, please see the guide below for your next steps. If you purchased your products in-store from one of our tile showrooms, please call the showroom or pop into your branch to return your items.
Returning an item bought online
Every item that is sold is carefully inspected before it is dispatched from our warehouse. However, if you are not satisfied with the goods you've received, you must inform us within 14 days of receipt of the goods. All products that are returned must be carefully repackaged in their original packing. The goods that are being returned must reach us within 30 days and in a saleable condition.
The London Tile Co cannot be liable for damages to products damaged in transit back to us. We recommend sending items using services that provide proof of delivery and insurance.
If we are notified after 14 days that you wish to return an item, a handling charge will be deducted from the refund. These Returned goods will be subject to a 25% handling charge, this covers our internal costs to physically check each item and return them to stock both physically and digitally. Bespoke products cannot be returned or refunded as these are custom made for your project and are not saleable to anyone else.
We will exchange items that are faulty or items that have been supplied incorrectly if we are notified within 30 days. This is subject to our Terms and Conditions.
All returned items must have their Returns Reference Number clearly on the paperwork. This number is your London Tile order number and will start with LW. Our friendly sales team are always on hand to help with queries, and they can help you with your order or Returns Reference Number too. Just give them a call on 0333 320 80 48.
Returning tiles bought online
When returning tiles ordered in error, it’s important that the batch numbers match the stock we currently have remaining. Because of the processes used to manufacture tiles, different batches will have different colour variations. This means that tiles of differing batch numbers are not returnable and not saleable with the rest of our stock.
We will refund the tiles if notified within 14 days of delivery and returned to us within 30 days in a saleable condition. After this 14-day period, we may still return the tiles if the batch number matches the batch that we currently hold in stock (subject to 25% handling charge).
Each batch number is different, so for help finding your batch number and to check what we currently have in stock, please phone our sales team on 0333 320 80 48 who will be happy to assist you further and answer any questions.
Refunds for goods that are returned in a saleable condition will be made within 5 days of the goods being returned to The London Tile Co.
The refunded amount will only be placed back onto the credit or debit card that was used to purchase the goods. Refunds cannot be made to a different card or by any other means.
If the goods are returned in condition that is deemed not saleable, there will be no refund.
If you wish to return items, you must cover the cost of shipping the goods back to The London Tile Co. The London Tile Co is not held responsible for any damages that may occur during the return process. To prevent damages from occurring, we recommend that all items are sent recorded delivery and items of high value are insured.
We cannot refund any delivery charges on orders.
Once tiles have been fixed, no returns or refunds are available. Please refer to Section 10.2.4 of our Terms and Conditions for more information.