FREQUENTLY ASKED QUESTIONS.

 

  What times do you open?

Our showroom and office is open Monday-Friday from 09:00 to 17:30, and Saturday from 10:00 to 17:00.

Our warehouse is operational from Monday to Saturday from 09:00 to 16:30.

On bank holidays we remain closed. We are also closed on any Saturday before a bank holiday Monday.

  How quickly can I get my order?

As a policy, we promote as much material from stock as possible. This enables customers to receive their orders reasonably quickly - usually within 3/4 days of ordering if the goods are delivered, or same day or next day if the goods are collected from our Shoreditch warehouse or Camden showroom. In addition, should a customer overorder, we can generally accept returns of stock items more readily [see below]; should a customer underorder and require further material, the item is immediately available and customers are less likely to experience batch differences if a top-up order is made sufficiently soon after the initial order.

Items available to special order have variable delivery timescales, ranging from 3-5 days to 3-4 weeks depending on manufacturer's stocks. Generally, UK sourced material is available within 7-10 days, Italian material within 2-3 weeks, and Spanish and Portuguese products within 3-4 weeks. Certain special order items may be subject to longer lead times but this can be established before an order is confirmed. We will always endeavour to achieve as speedy a delivery as possible, but are of course dependent on product availability at source.

  Do you deliver?

We have four vehicles delivering daily in the Greater London area. The delivery service is offered subject to availability and only for orders exceeding a certain value. In general we send goods to the West End, City of London, and areas north of our warehouse on Monday, Wednesday or Friday; on Tuesday and Thursday our vehicles go south.

If delivery is required outside of the Greater London area, or is needed on a particular day or at a specific time, we can organise outside carriers to deliver accordingly. Due to the breakable nature of the product, all distribution of this type is carried out on secured pallets rather than by portable parcel. For this reason the cost may be prohibitive for customers wishing to place very small orders.

  Do you offer a mail order service?

Unfortunately we are not able to offer a mail order service. Customers looking for mosaic supplies may wish to contact The Mosaic Shop ; Tel : 01225 463073.

  What forms of payment do you accept?

We accept cash payment, cheques, as well as Delta and Switch debit cards, and Visa and Mastercard credit cards. Regrettably we do not accept American Express. Customers whose account applications are approved are offered credit for 30 days from the end of month of invoice, with a suitable credit limit imposed.

  What is your returns policy?

Stock items may be returned for a full refund, provided they are returned within 28 days of purchase.

All goods must be returned to our premises, as we cannot offer a collection service without making a charge; depending on the quantity of material to be returned, we may insist on returns being sent to our Shoreditch warehouse rather than our Camden showroom for capacity reasons.

All goods and their packaging must be returned in a resalable condition.

Returns of "base" tiles will only be accepted in full boxes; loose pieces will not be credited. Border tiles and decor pieces will however be credited provided they are packaged safely.

We will endeavour where possible to refund monies in the same form as payment was received; should a large cash refund be required, Tower Ceramics reserves the right to issue a cheque.

Special orders may not be returned.

Tower Ceramics reserves the right to impose a handling charge on returns, to a maximum of 20% of order value.

  What amount of wastage should I allow in excess of measurements?

This depends on several factors, including the size of tile, the precision of the tiler, the awkwardness of the space amongst other things. Generally 5-10% is advisable. Bear in mind that tiles are manufactured in batches, and are prone to variation both in shade and size between batches, so there are no guarantees that identical material will be available at a later date. We would always advise customers to take spare pieces of every tile they have used, in case of damage occurring further down the line, or where adjustments are made to rooms.

  Can you recommend any tilers?