Frequently Asked Questions

When is my sample order due to arrive?

We will aim to deliver your sample order within 1 - 2 working days; this is postcode dependent. Our team will be in touch with you once your sample has arrived to see if they can assist with anything.

Do you offer Interest-free credit?

Currently, we do not offer any finance options; all orders must be paid for at the point of sale.

How long does delivery take?

Typically, we can deliver to most postcodes the next working day (this does not include some London, Scottish, Northern Ireland and the Channel Islands postcodes). Please refer to our delivery page for extra information.

I have damaged tiles; what do I need to do?

When your order is delivered, we recommend checking all items and reporting any damaged goods to our customer service team within 48hrs. You can contact our customer service team via email at Customer.service@tilemountain.co.uk or phone (01782 223822); alternatively, you can contact us via our online chat.

Can I change my order?

An order can be amended until dispatch; once the order has left us, we cannot add or remove items from your order. Please contact us as soon as possible on 01782 223822, via email (customer.service@tilemountain.co.uk) or alternatively, via online chat.

How long does it take to get my refund?

Once a refund has been processed, this can take up to 7 - 10 working days to receive the funds back within your account.

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 I get a narrowed downtime or estimated delivery time on the day?

Deliveries are an 8 am - 6 pm service; as we use a third-party courier, we cannot guarantee calls prior to the delivery.

Can I pay using Amex?

Our website accepts all UK registered cards and Paypal; we also accept Bacs payments.

How do I get a VAT invoice for my order?

A VAT invoice is automatically generated once your order has been dispatched; you will receive this via email. Alternatively, contact our customer service team with the order number and delivery address, and we can send a copy to you.

Can you ship outside of the UK?

Unfortunately, we can only offer a delivery service within the UK.

Do the website prices include VAT?

Yes, all our prices on the website include VAT.

Can I place an order over the telephone?

We can take orders over the phone which are under the value of £150 in total, and the card is registered to the shipping address.

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.

If I provide measurements or plans, can your team calculate my area?

We are more than happy to review plans and work out measurements; however, we do advise that a tiler should overlook and check these prior to ordering. We do not take any responsibility for the amount ordered.

The tiles I have previously ordered are no longer on your website; what can I do?

Whilst we try and keep all ranges ongoing and stock levels high, it is taken out of our control when a factory discontinues a product. On the rare occasion, we may still have stock in our warehouse, you can contact us, and we can check this for you.

Do I have to sign for my delivery?

Yes, all our pallet deliveries have to be signed for at the delivery point; we also advise the order is checked at the delivery point. Should our couriers attempt the delivery and no one is available to sign, a card will be left, and the delivery will have to be rescheduled for a day when someone can be there.