FAQs

How to order

Our tiles

Can I get a sample?

Of course!  We understand it’s really important to test the colour and texture of a tile at home. That’s why it’s super easy to order samples from Porcelain Superstore. 

To start your Porcelain Superstore journey, simply click the Add Free Sample button on each product page - you can order up to 4 different samples at once.

When you’re ready, head to the checkout - we aim to deliver most sample orders within 5 working days.

And best of all, our samples are completely free - you won’t even pay a penny for shipping. 

Where are your tiles made?

We’re able to offer a really exciting range by working with a variety of tile producers, from small family-run firms, through to the largest manufacturers in Europe.

Most of our supply chain is based in Italy and Spain, although a few are a little further afield in Vietnam and China. We only work with top-quality producers, so you can rest assured that your tiles are designed and made to last.

Do I need to seal your tiles?

Most of our wall and floor tiles don’t need to be sealed.

If a tile does require sealing, we’ll tell you in the Tile Specifications tab found on each product page. If this is the case, we usually recommend applying a high quality sealer before and after grouting. 

How to order

How do I order?

We've made it really quick and easy to order your tiles.

Most of our wall and floor tiles are sold by the full box. On the product page, just enter how many square metres you'll need in the checkbox and we'll tell you how many boxes you'll need to order - we'll round this up to the nearest full box.

Some tiles are available in different sizes, so you'll need to pick your required size before entering your required quantity.

Our mosaics are sold by the sheet, so simply enter how many individual sheets you will need.

Please remember to include an additional 10% extra when ordering, to cover cuts and wastage.

Do you sell individual tiles?

We only sell most of our tiles by the full box quantity - this helps keep our prices (and waste!) low.

Some tiles are sold individually, such as mosaics and trim pieces.

The number of tiles and square metre per box is listed on each product page.

Damages

What happens if my order is damaged?

Every order is thoroughly checked before it leaves our warehouse and thankfully, damage during transit is very rare.

When your order arrives, please inspect the pallet for any sign of damage.

If you suspect or see any sign of damage please:

1. Mark 'DAMAGED' on the delivery note
2. Take photos that clearly show all the damaged tiles
3. Inform us within 24 hours of delivery by completing our Damages Form

Please note, we can only send out free replacements if the delivery note is marked as DAMAGED.

We cannot send out free replacements if the delivery note is signed for as 'Unchecked'.

Delivery

Where do you deliver to?

We deliver to all areas of the UK including Northern Ireland, Scottish Highlands and remote postcodes.

What are your tiles made from?

The majority of our tiles are made from either ceramic or porcelain. Some products - especially our mosaics - are made other materials such as glass, natural stone and metal.

You’ll find this information listed on each product page.

Can your products be used in commercial areas?

If you’d like to know whether a particular tile can be laid in your commercial project, please contact help@porcelainsuperstore.co.uk

How can I find out more details about your tiles?

You’ll find everything you need to know in the Tile Specifications tab on each product page. 

If there's something else you'd like to know, please click the Ask a Question button on the product page. You'll be notified by email as soon as we answer your query.

This way, future customers will be able to see your question and our answer.

Alternatively, please contact us and we'll do our very best to help.

Can you send a quote?

Please contact us if you’d like to receive a quote before placing an order.

How can I pay?

Online, we accept card payments from all major providers, including American Express.

We’ll soon be launching payment by Klarna.

If you’d like to pay by bank transfer, we’ll send over a quote that contains our bank details.

Can you help me with my measurements?

Sure! Please email contact us with a measured plan of your space and we’ll be able to assist.

How much extra should I order?

We usually recommend adding 10% extra to your measurements, to allow for any cuts and wastage.

It's always a good idea to have some tiles left over as spares - just in case they're ever required.

Prices

Why are your prices so good?

We believe that quality design should be accessible to everyone.

By being online only and working directly with our producers, we’re able to offer extremely competitive prices that you won’t find elsewhere.

Do you offer trade discounts?

Yes we do - Please take a look at our Trade page for further information.

Do you offer volume discounts?

Although our prices are extremely competitive, we may be able to offer discounted pricing on orders over 100 m2.

Please contact us for further details.

Do your prices include VAT?

Yes, all our online prices include VAT.

How much does delivery cost?

Our Standard Delivery is free on most orders over £500.

For orders under £500, delivery is usually £30.

If you live in a remote or island postcode, we may have to charge a little extra for delivery.

Do you offer an express delivery service?

Need your tiles quicker? At the checkout, you can opt for our Express delivery service.

Place your order before 11am and we’ll deliver in 2 working days.

Our Express delivery costs £50 and is available to most mainland postcodes, excluding some remote areas.

I've only received part of my order

If you order two or more different tiles, they may be delivered separately. We usually advise this on the email we send when we dispatch your order.

If you’re unsure, please contact us and we'll be able to help.

Returns

What is your returns policy?

We offer a very generous 30 day return policy on your full order only.

If you’d like to return, please complete our Returns Form and we’ll be in touch. Your order will need to be sent back to us at your own cost.

Unfortunately, we’re unable to accept returns on part-orders or leftover tiles.

It’s always a good idea to keep some tiles left over as spares - tiles can and do vary from batch to batch.

How long do refunds take?

We'll process your refund once your returned order has been received into our warehouse. This may take up to 10 working days to reach your account.

Do you offer Click and Collect?

You may be able to collect your order from our Manchester warehouse. Please contact us for further information.

Can I change or cancel my order?

Please contact us immediately if you need to change or cancel your order.

  • Our tiles
  • How to order
  • Damages and returns
  • Delivery
  • Prices