FAQ | Frequently Asked Questions
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How long does delivery take?
- Standard Delivery for full packs/pallets is in 3-5 working days, it can be 5-6 working days for split packs. Express Delivery is in 1-2 working days, it can be 2-3 working days for spilt packs
- What is the delivery fee?
- Our standard deliveries are free to majority of UK postcodes. Kindly enter your postcode during to cart page to find out cost of delivery to your postcode.
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How long does sample delivery take?
- Standard delivery for samples is 1-3 working days to majority of UK postcodes.
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Do the website prices include VAT?
- Yes, all our prices on the website include VAT.
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What is a kerbside delivery?
- A kerbside delivery service means your order will be delivered to the nearest kerbside or a safe and accessible point to the delivery address supplied.
- Do you split the packs?
- We can split packs to match your precise measurements, we always recommend ordering a bit extra usually 10% to allow wastages and breakages.
- My house is on a narrow road / with width restrictions/ tight with parked cars, what do I need to do?
- All our deliveries are done by third party on an 18 tonne lorry. Restrictions could include width/height restrictions, Red Routes, un-adopted roads and permit parking bays for example. To avoid re-delivery charges, please inform any access problem before placing an order, we can request the deliveries to be made on smaller lorry. Our team will offer you a suitable solution.
- My pallet is damaged during delivery or in transit, what do I need to do?
- When your order is delivered, please check all items and report any damaged goods to our customer service team within 48hrs. We do a quality check before sending out anything to our customers but sometimes there can be breakages happen during transit. If there are any breakages please sign the proof of delivery as 'Damaged on Arrival' otherwise pallet courier won't be responsible for breakages, and report any breakages within 48 hours with relevant photographs by email: info@tilesandsmiles.co.uk.
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Are the future delivery dates available ?
- If you need a future delivery or a specific day delivery, Kindly please write this in the note section, which you can see in the cart page. Our team will organize the delivery according to your instructions.
- Can I cancel my order?
- An order can be cancelled prior to dispatch with no costings being involved. If an order has been dispatched from our warehouse, charges will apply. Please contact our customer service team for cancellation.
- Can I pay in installments?
- Yes. Eligible customers can choose Shop Pay Installments at checkout and split their purchase into smaller payments over time. Available installment options will be displayed automatically during checkout based on eligibility.
- What is Shop Pay Installments?
- Shop Pay Installments allows customers to split their purchase into smaller payments over time. Eligible orders can be paid in interest-free installments or longer-term payment plans depending on availability.
- Is Shop Pay Installments secure?
- Yes. All transactions are processed through secure payment systems, and customer information is encrypted and protected.
- How does Shop Pay Installments work?
- At checkout, eligible customers will see the option to pay in installments. The approval process usually takes only a few seconds, and the order is processed immediately after confirmation.
- Are there any interest or additional fees?
- Short-term installment plans are often interest-free. Longer-term payment plans may include interest or additional fees. Any applicable charges will be clearly displayed during checkout.
- Do I need a Shop Pay account to use installments?
- Yes. Customers must have an active Shop Pay account to use Shop Pay Installments.
- Why can’t I see the Shop Pay Installments option at checkout?
- There may be several reasons:
- Your order total does not meet the minimum amount requirement
- Certain products may not be eligible
- Your Shop Pay account or payment method may not qualify
Let customers speak for us
The highest quality porcelain slabs & edging. Delivered with care, not a single mark, chip or blemish present on 40 pieces. I laid on a concrete base using Mapei Mapeker Exterior Rapid Set adhesive and it looks mint.
Beautiful stone but unfortuately the wrong colour for my needs
Quick service , good communication
I only ordered a sample but came promptly and well packaged
I only ordered samples, but they arrived quickly and so well wrapped
Ordered the sample which really helped us to compare the tiles with our existing patio. The shipping was quickly and packing was great.
Just what I was looking for, authentic looking and excellent service
Slabs are perfect ,service was excellent, delivery was on time.A very easy and helpful company to deal with.
I have been a complete nuisance. I am trying to find two tiles (1 indoor - for all rooms and 1 outdoor) that compliment other items in my home. Tiles and Smiles actually make me smile when I receive a package from them. Beautifully wrapped and the tiles themselves are carefully cut and not all raggedy edged, (like some others I have received). This makes laying them next to each other much more aesthetically pleasing to me and helps me to visualise the final outcome very well. The parcels arrive very quickly which is another bonus. Very pleased and hope to make a purchese in the near future.
Quick efficient delivery
Very impressed, this is our 2nd order with this company. They are much nicer than pictures.
Great tiles at a great price, they look stunning.
Jeet provided excellent customer service, provided recommendations for colour matching. He was also quick to respond when we needed additional tiles, and was incredibly flexible in his approach.
T and S were very helpful with every stage of the purchase.
The tiles are beautiful and have transformed my lounge.
