Frequently Asked Questions | Porcelain Superstore

Frequently Asked Questions

Here at Porcelain Superstore we're experts in porcelain tiles and have years of knowledge and experience to share. Below are some popular questions we're often asked but please get in touch if you have any further queries.

General Queries

Q. How are your prices so low?

A. If you've visited a high street shop or other internet retailer you'll have noticed our tiles are up to 50% cheaper. We're often asked how our prices are so low.It's simple. We buy all our tiles direct from the manufacturer. Unlike high street retailers, we don't buy our tilers from agents, wholesalers or distributors. And we don't waste money on expensive showrooms, glossy magazines or expensive advertising campaigns.

Q. How good are your tiles?

A. Don't be fooled by our low prices - the quality of our tiles is exceptional and all our tiles are 'first choice'. We only source tiles from long-established European factories that we know and trust and every single tile on our website has been tested and verified.

Q. Do you have a shop I can visit?

A. Showrooms are expensive to run so instead we have an office in the trendy Northern Quarter in Manchester. You're more than welcome to come and visit! Please remember to call or email ahead.Q. How can I contact you?If you need to get in touch the easiest way is to call us on 0845 257 0227. Our lines are open 8.30am - 5.30pm Monday to Friday.You can also email us at help@porcelainsuperstore.co.uk

 

Tile Queries

Q. What are Porcelain Tiles?95% of our floor tiles are made from porcelain which is a superior material to ceramic and natural stone tiles.Porcelain tiles are made from fine raw materials fired at extremely high temperatures. The end result is a tile that's stronger than granite, resistant to stains, is easy to clean and far less porous than traditional tiles.Q. Where do your tiles come from?We buy all of tiles from long established factories in Italy and Spain which both have a long history of design and quality.We've been importing tiles for many years and we only buy from factories that we know and trust.

Q. Can I use your porcelain tiles outside?Porcelain tiles are frost proof so they can be safely used outside and won't crack, as long as they're installed correctly. If you're planning on using tiles outside it's important to choose tiles with a textured or anti-slip finish, especially given our wet climate. If you're unsure about choosing tiles for outside please contact us.

 

Samples

Q. Can I order a sample?Of course! You can order up to two small samples free of charge. These usually measure 10 x 10 cm and are great to check the colour and tones with the rest of your room. Samples are sent by Royal Mail first class and the majority arrive the next working day. To order either fill in the form here or click the 'add sample' button found on each product page. If you'd like to order up to six small samples please call us as we charge a small fee of £5 to cover the extra postage costs.

Q. Can I order a full size sample tile?

A. Please call us if you'd like to see a full-size piece. Each full size sample costs £5 to cover the costs of postage. These are delivered by a parcel courier and generally take 2 - 3 working days to arrive.

Q. Will my sample look like the actual tile?

A. Yes! Our sample pieces are cut from the actual tile and we check each individual sample piece to make sure it reflects the overall tile. Please remember that most tiles are based on natural materials and reflect the shading and variation inherent in wood and stone.

 

Ordering Queries

Q. Do you offer discounts on large orders?

A. Our prices are far lower than our high street and online competitors and we're committed to keeping them as low as possible. However, if you're looking to purchase more than 50 square metres we may be able to offer a little extra discount. Please call to find out.

Q. Do you offer trade discounts?

A. Yes. We work with plenty of architects, designers, developers, tilers and trade professionals who are attracted by our winning combination of great service, low prices and high quality. If you would like to use our tiles on an on-going basis please get in touch.

Q. Can you calculate how many tiles I need if I supply measurements?

A. No problem. It's best to draw your room out with the measurements on, take a picture and email it over to us. Alternatively, call us and we'd be happy to help over the phone.

Q. How much should I allow for wastage?

A. We recommend ordering an extra 10% to cover wastage and cuts. This does vary depending on your room and chosen tile so it's always best to consult your tiler. It's a good idea to ensure you have some tiles left over at the end of your job to cover any unforeseen event.

Q. Can I order single tiles?

A.Unfortunately, to keep our prices as low as possible we can only sell by the square metre.

Q. What if I need to change my order?

A. If you need to amend or cancel your order please call us as soon as possible. If your order has left our warehouse there may be additional charges.

Q. How do I order?

A. If you're ready to place your order the easiest and fastest way is to order online using our secure website. The process is simple - just add the products you'd like to buy to your shopping basket, click 'Checkout' and follow the steps on screen. Once your payment has been processed you'll receive an email to confirm the order and we'll be in touch to confirm a delivery date.

 

Payment

Q. What payment types do you accept?We accept payments by most credit and debit cards, including Visa, Electron, Solo and Mastercard. We can also accept payments from your PayPal account.

Q. Can I order over the phone?We understand that some people prefer to order over the telephone so please call us on 0845 257 0227 if you'd like to speak to a member of our team.

Q. Is my information secure?FILL IN

Q. Can I pay a deposit?If you are ready to order your tiles but don't need them delivered immediately we can store them free of charge in our warehouse. If this is the case you can pay a deposit of 50% with the remainder due before your tiles are delivered.

 

Deliveries

We recommend taking a look at our deliveries page before placing your order

Q. How will my delivery be made?

A. All of our orders are delivered on a pallet by a third party transport company.

Q. How much will my delivery cost?

A. We operate a flat fee of £25 for our standard delivery service.

Q. Where do you deliver to?

A.We deliver our tiles all over the UK. However, please note that the following postcodes may be subject to an additional delivery charge:

Q. How long will my delivery take?

A. Most orders are delivered within 2 - 5 working days. Once we have received your payment we will contact you to arrange delivery.

Q. Do you offer a next day or timed delivery service?

A. Yes. Next day delivery costs £50 and orders must be received before 11 am.We can also offer a morning or afternoon delivery service for £50.

Q. Do I need to sign for my delivery?

A. Yes, a responsible adult must be present to check and sign for your delivery.

Q. Can you leave my delivery with a neighbour?

A. We would prefer not to. Tiles are heavy and orders must be checked over before being signed for so we would prefer to deliver to your address.

Q. Do you ship overseas?

A. We have plenty of experience sending our tiles overseas - we have delivered throughout the EU, Canada, the US, Australian and the Gulf states. Please contact us for a shipping quotation.

Q. What happens if there are any breakages?

A. It is important to check your order before signing for it. if you notice any sign of damage to the boxes, pallet or tiles please mark the delivery note as 'Damaged' and nothing else. We will ask you to supply photos and written confirmation of how many tiles are damaged. Please take a look at our delivery page for further details.

 

Returns

Q. Can I return surplus tiles?

A. Unfortunately we cannot accept returns on surplus tlles. It is always a good idea to have some tiles left over at the end of your job to cover any unforeseen event.

Q. What happens if I receive my tiles and change my mind?

A. We can accept returns on your whole order provided that all boxes are unopened and the contents undamaged. Any returns must be delivered back to our warehouse within 28 days of receiving your order. Once we have received and checked the goods we will issue a full refund.

Q. How do I return my tiles?

A. Please note that returning your order to our warehouse is at your expense. We recommend taking photos of your tiles prior to dispatch for proof of their condition.