How long do your deliveries take?

The estimated delivery times are shown on each product page. We’ll email you each step of the way to keep you informed.

Please note: Some larger orders will be delivered to the kerbside only, if you need additional information regarding delivery of your order please contact our sales team.

How will my order be delivered?

Most tile orders will be sent wrapped onto a wooden pallet. The driver will unload the pallet from the delivery vehicle using a tail lift and pallet truck. The driver will then manually pull the pallet to the nearest accessible location to the property providing the route is flat and of hard standing. Please note that the pallet truck cannot travel over gravel, slopes, grass, or steps. Smaller orders that can be sent in parcels will be delivered using a parcel courier company.

Do you offer NEXT DAY delivery?

Yes! Lots of items are available on an express service.  Make sure you contact us before 10:00 am if it’s time-critical.

How much does it cost to deliver?

This varies depending on the manufacturer, weight, size and location.  This is automatically calculated when you add items to the shopping cart. Please check our transport policy here.

Do you offer FREE DELIVERY if I spend a certain amount?

Not as standard as we keep our delivery charges separate, rather than hiding the charge in the price of the product. On occasion, we may be able to offer free delivery if you are ordering larger quantities.

Can I collect from you?

Yes. You can collect certain items from our Depot by appointment only. Other items may be possible to collect from various manufacturer’s depots across the UK – please contact us to find out if this is possible.

Do you deliver on weekends?

Not as standard. Our deliveries are made on working days. But if you do need an urgent Saturday delivery we can accommodate on occasion. This will incur a premium charge if/when possible.

Can I get a product sample?

Yes – please email us your sample request along with your name and address and we will post it out free of charge (where applicable).

How quickly will I receive my sample order?

Our samples are carefully labelled and wrapped, then delivered by a courier within a one-hour delivery window on the day you choose at the checkout. This can be as soon as the next working day if ordered before 2pm.

How is my shipping worked out?

Each Supplier will have different shipping connected to it, if you require further information, please contact our sales team.

How long do I have to cancel an order?

If you are a consumer, you have 14 days from the day your goods arrive to change your mind. Please note that some goods may be dispatched before the point of cancellation and therefore you may be required to refuse the delivery. If you wish to cancel, please contact our customer service team.

What happens if I am not home for my delivery?

Depending on the location and type of items, there may be a re-delivery fee applicable if you are not able to take delivery on the scheduled day. Please contact our customer service team here if you have missed a delivery.

What happens if I receive any damaged tiles?

Please give your order a quick visual inspection while the driver is present. Any obvious damages visible from the outside of the pallet should be marked on the delivery paperwork. Within 48 hours please fully check your order to ensure you are satisfied with all elements including damages, quantities, tile shade and sizing. In the unlikely event there are any issues, they should be reported to us here at the earliest opportunity so we can resolve them as quickly as possible.

What if my delivery is late?

We are aware that due to current issues across the UK logistics and courier network, on rare occasions deliveries can take longer than normal which is, unfortunately, impacting customers across the UK.

We always aim to deliver on the delivery date we provide and ship goods within

the lead times advertised at the time of purchase on our website. These are subject to change due to availability. We cannot accept responsibility for any delays that are outside of our control, provided we deliver the goods within a reasonable period. If we can’t deliver your items within this reasonable period, you have the right to cancel your order for a full refund, including any delivery charges. Some exemptions apply to bespoke or made to order goods.

We cannot accept liability for any personal damages resulting from delays of the goods, including compensation for lost work and exceptional hire charges in relation to delays.  We strongly advise all customers to not schedule or start work before they are in receipt of the goods due to the current logistics issues.

Can I return a product?

If you’d like to return a product, please contact our customer services team either by telephone on 01752 518 507, by using our contact us form, or via email at feedback@cmostores.com.

Will you pay for the delivery costs if I return a product?

We will pay the costs of return if a) the products are faulty or misdescribed, or b) we have told you of an upcoming change to the product, a delay in delivery due to events outside of our control, an error in pricing or description, or because you have a legal right to do so as a result of something we’ve done wrong. In all other cases, you must pay the costs of return.

If we are refunding you for delivery costs of your returned item, we will refund you the amount that it would cost using the least expensive delivery method we offer, regardless of the delivery method you use.

If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection

When will you refund me for my returned product?

We will refund you for your returns by the method you use for payment within 14 days of the day we receive the product, or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.

We may make deductions from the total refund if the value of the goods has been reduced by handling contrary to the manufacturer’s instructions – if we discover this after you have been refunded, you must pay us an appropriate amount. For more information on returns, check out our Terms & Conditions of Supply.

How do I make a complaint?

If you wish to make a complaint, please use our complaints form.

Do you offer exchanges?

If you have changed your mind, or if the items have been mistakenly purchased, you have 14 days in which to notify us from the date of delivery. Due to our items being sourced from different suppliers, a new order will need to be placed for the correct items.

Do I have to register?

No, you do not have to register but if you do we will keep you up to date with any developments to the site & any special offers.

I’ve already registered; do I have to log in to order?

No, you do not have to log in to order – you can complete the checkout process as a guest.

I’ve forgotten my password, can I reset it?

Yes, if you have forgotten your account password then please click here to request a reset.

Do you offer a Trade or Credit Account?

Yes, we do! Trade customers can sign up for a cash or credit account to benefit from exclusive discounts. Join today, or call our dedicated trade team to find out more.

Can you send me a Pro Forma Invoice?

If you want to pay by BACS we can send you an invoice before you pay.  Otherwise; just order online and in seconds you will be emailed a copy of your order confirmation.

Can I pay by Bank Transfer?

Yes, you can select this method of payment at the checkout.

Can I print off Data Sheets and Installation Guides?

Yes, most of our info is supplied in PDF, including COSHH, Technical Data Sheets and Product Brochures – there for you to download & print, free of charge at your will.

Can I place an order over the telephone?

Yes, you’re more than welcome to call our expert sales team on 01752 518 507 who will be more than happy to process your order over the telephone.

Can all tiles be used on walls and floors?

No. Wall tiles are not suitable for use on a floor. However, many tiles are multi-use for walls and floors. You just need to check they are suitable for use on a floor, then they can be used on walls.

What is the calibre of a tile?

When tiles are made, they are made slightly bigger than needed before firing. During the firing process the clay they are made from shrinks. Due to clay being a natural substance, the amount of shrinkage may vary from batch to batch. So, tiles may vary in size. This is expressed as a tile’s calibre.

What is a PEI rating?

A PEI rating is given to a tile to show its resistance to abrasion. The rating is carried out in line with standards from the Porcelain Enamel Institute. Machines are used to mimic different levels of traffic and footfall. A tile is then given a rating from 1-5.

Do polished porcelain tiles need sealing?

Yes, polished porcelain tiles do require sealing. This is because the surface of the porcelain tile has microscopic holes in it. These are produced by the polishing process. When the tiles are being installed adhesive and grout can become stuck in these microscopic holes and produce an effect called ‘grout haze’.

What is shade variation and how can I avoid it?

Manufacturers produce tiles in very large batches, sometimes 100,000m2 and larger at a time. When the manufacturer comes to reproduce the tile again, very small changes in the raw materials used to make the tiles can affect the final colour of the tiles. For this reason, the manufacturer will assign a shade or batch number to each batch.

How do I use SUPER rewards?

You can find out all about our SUPER rewards scheme via our dedicated FAQ page. Click here to learn more!

Selecting the right colour and texture tile to complement all elements of your project design can be difficult at times. The appearance of the tiles in your environment can be quite different from those on a computer screen, especially when varying monitor settings, image resolution, and limits of photographic reproduction can all have an effect.

At TILE SUPERSTORE, we encourage you to always purchase a sample before placing an order. Ordering a sample allows you to check colours, patterns, and finishes on any number of single tiles to ensure you’ll be happy with your final selection.

How do I order a sample?

To order a sample, view the product, then click on the order sample button and proceed to checkout.

Alternatively, you can contact us on 01752 581 507 and we’ll be happy to process your sample order over the phone.

How much will my sample cost?

Sample prices will vary depending on the product selected. This will be displayed on the product page.

Sample pricing is generally between £1 and £5, depending on the tile size and style, with free P&P.

How big will my sample be?

Sample sizes will vary depending on the product selected. Small to medium-sized tiles will generally be sent as complete tiles. Large tiles will generally be sent as manageable, cut-sized sections.

How and when will my sample be delivered?

Once you have chosen your sample at checkout, it will be carefully labelled and wrapped, then delivered by DPD within a one-hour delivery window on the day of your choice. This can be as soon as the next working day

Will I have to pay for P&P?

P&P on sample tiles is always Free of Charge. Please ensure that you click on the sample button and that only samples are in your cart to allow our system to calculate free postage.

How many samples can I order?

A maximum quantity of 1 sample of each tile design is allowed per customer online. Any quantity of single tiles can be purchased and returned for a full refund from our showroom in Ipswich.