Terms and Conditions

Please take the time to read these Terms and Conditions carefully as they contain important information about your use of this website and any order you place with us. They do not affect your statutory rights.

The company

We are Total Tiles, a company registered in England and Wales under number 05993011. We sell wall and floor tiles along with other associated products such as electric underfloor heating. Our showroom and distribution center is located at Total Tiles, Leslie Road, Ipswich, IP3 9PL and we offer a delivery service to anywhere in the United Kingdom. Our registered Head Office is located at Total Tiles, Leslie Road, Ipswich, Suffolk, IP3 9PL and VAT registration number is GB 451938768. We can be contacted by phone on 01473 805959 or by email at: [email protected]. You can find find our more information about Total Tiles in our About Us page.

Using Our Site

We reserve the right to amend the contents of this site including product prices delivery charges and product details without notice. These terms and conditions may also be updated at any time without notice. Use of this site and purchases of products offered for sale here are subject to the terms and conditions posted on the site at the time of your visit. The copyright in all website design , text, graphics and software belongs to us, our affiliates and our suppliers. No material from our website may be copied, reproduced, distributed or published in print or digital format for commercial use.

Privacy and Cookie Policy

Full details can be found at Privacy and Cookies Policy


Once you have placed an order with us and your payment has been authorised by your card provider, we will send you an email to confirm your order. It is important you check the products, quantities and prices at this time as we are only able to amend your order prior to dispatch. Any amendments made to an order after dispatch will incur further delivery costs. The email of order confirmation does not constitute acceptance of your order which occurs when we dispatch the goods to you. In the unlikely event where factors such as high risk fraud screening results, unexpected stock availability issues or logistical challenges are present, we may need to contact you and offer an alternative service, product or cancel your order prior to dispatch. These are all unlikely circumstances and we will always work with our customers to find acceptable solutions should any issues outside of our control arise. We recommend that our customers order 10% extra tiles to cover wastage whilst installing. This should avoid the risk of extra tiles purchased at a later date not matching the original shade and calibre along with additional delivery charges.

Ordering Samples

Full details can be be found on our Sample Service page.


We accept the following payment methods on our website:

  • Visa Debit
  • Visa Credit
  • Mastercard
  • PayPal
  • BACS Transfer - Please call us on 01473 805959 for details
  • Cash payments can be accepted at our showroom in Ipswich

We will take payment from your card at the time you submit your order.


The prices displayed on our website are in Great British Pounds and are inclusive of VAT payable unless clearly otherwise stated. Prices do not include the costs of delivery which can be found at Delivery Information.

Delivery Date

During the checkout process you will be asked to book your delivery date. This can be from the next working day on orders placed before 2:00pm or up to 6 weeks in advance. You must make all arrangements necessary to take delivery of products on the delivery date booked. Delivery dates can be amended up to the day before delivery. If you do not accept delivery of the products or we are unable to deliver due to delivery restrictions you didn’t inform us of at the checkout stage, our transport company will charge us for redelivery and we will have to pass these costs onto yourself. Once our transport company has collected your goods from our warehouse if you wish to cancel your order, you would be liable for transportation return charges.

Delivery Costs

Delivery costs are calculated based on weight, destination and the date of delivery. Costs for items which can be delivered by parcel start from £8.75 with larger orders delivered on pallets starting from £40.50. There is a £10.00 surcharge for next day delivery and variable surcharges for areas such as London and Scotland where the cost of delivery is significantly higher. Full details can be found at Delivery Information Once your selected products are in your cart you can also view the estimated cost of delivery within the View Cart section. Only your postcode is needed to use this feature.

Delivery Information

Most of our deliveries are made on pallets and these will always be delivered “kerbside”. This means your tiles will be left secured to the pallet at the nearest external location to the property which has a flat hard surface leading from the delivery vehicle. Please be aware the delivery is made by a third party delivery company and the driver will not be able to assist in unloading the pallet or helping to bring the goods inside your property. Some tile boxes weigh in excess of 30kg each and we recommend ensuring you have arranged help on the day of delivery if you need it.

Further details about our delivery service can be found at Delivery FAQ’s We work closely with our third party delivery company to provide the best possible delivery service for our customers at a reasonable cost, although please remember they are not fully under our control. We do strongly recommend that you should order your tiles well in advance of your planned installation date and we will not under any circumstance be held liable for financial losses resulting from late or incorrect deliveries.

Returns & Cancellations

We offer a 30 Day Money Back Guarantee on any unused products returned in original condition and a 14 day Order Cancellation Service. Customers are required to arrange and cover the cost of any returns. Full details can be found on our Cancellation Form

Special Order Items

All items that are delivered straight from the supplier are classed as special order items, these items are refundable by the full pack and need to be sent directly to the supplier, for further information please call our customer service team on 01473 805 959, our team of expert advisers will be happy to explain the full process in more detail.

Damages or Incorrect Goods

All our outgoing deliveries are meticulously packed and checked to ensure that you receive the correct goods in perfect condition. However, tiles are fragile and occasionally some can be damaged in transit. Should this occur please let us know as soon as possible within 48 hours of delivery and we’ll get replacements to you ASAP minimising any potential delay to your project. Simply either email us at [email protected] including a single image showing the damaged tiles or fill out the simple form at Damages. Please give your order a quick visual inspection while the delivery driver is present. Any obvious damages visible from the outside of the pallet must be marked on the delivery paperwork. No responsibility for damaged product, shortages or incorrect products can be accepted after 48 hours / two working days (Mon - Fri) from receipt of goods.

In the unlikely event where you purchase goods from us that are found to be defective within the guarantee period, we shall (at our option) repair or replace the product(s) or refund the price of the product(s) supplied. Our entire liability to you shall be limited to the price you paid for the goods and we shall not be held responsible for any consequential or other financial loss that you may seek to claim for regarding the tiling or flooring job you are carrying out.

Tiling Shading & Calibre

Tiles are manufactured from natural products and fired at extreme temperatures of up to 1400ºC. Subtle differences such as the exact moisture content in the clay or even the external weather at the factory can result in minor changes to both the shade and the exact size of the tile between different batches of a tile manufactured at different times. When a batch of tiles are manufactured they are coded with a shade number and calibre (size) code.

We will endeavour to check all orders are supplied within a single shade and calibre number although it is the responsibility of the installer to complete a final check before fitting the tiles. Tiles with different calibre codes can vary up to 1.2% + or - against the stated work size in both dimensions and curvature. This tolerance is allowable under the European Tile Standard EN-14411. Due to the potential difference in shade & size between different coloured tiles, decors, borders and tiles made by different manufacturers, it is imperative that your tiles are checked carefully by the fixer for suitability before commencing the job.

If for any reason you are not happy with the shade. pattern, texture or size of your tiles we would be more than happy to offer an exchange or refund (Delivery & collections costs may apply for online sales). We cannot though accept any claims for issues with shade, size or other visual characteristics after the tiles have been installed as the fixing of the tiles indicates acceptance of the goods inclusive of their characteristics.

Natural Products

Some of our tiles are fabricated from natural stone. These products will inherently have a higher level of shade and size variation. Natural stone tiles need to be sealing prior to, and after grouting along with requiring ongoing maintenance. For full technical advice on how to install and maintain any of our natural stone products please call our customer support team on 01473 805959 or drop us an email at [email protected].

Website Content

All descriptive text, images, specifications and other content on our website is for the sole purpose of giving an approximate description of the goods. All specifications given to the customer via our website, over the phone and face to face are approximate and intended as a guide only. We always endeavour to ensure all product descriptions are correct, although advise customers to seek technical advice from qualified sources prior to ordering products and any work to be carried out.

Technical Support

If you have any queries regarding our products or services please get in touch with us. Our full details can be found on our Contact Us page.

Discount Vouchers / Discount Codes

  1. The voucher code cannot be applied to delivery charges or any other service charges
  2. The voucher code cannot be used in conjunction with any other promotion or discount code
  3. The voucher code cannot be applied retrospectively or to purchases made outside of the promotional dates
  4. The voucher code can only be used in conjunction with the products that are within the voucher code promotion, not all products will qualify
  5. Total Tiles reserve the right to withdraw any offer without prior notice
  6. No cash alternative will be offered in place of the value of the voucher


  1. We do not guarantee to keep products in stock throughout the period of a promotion
  2. Promotional discounts will be against the price we charged immediately before the promotion began and not from any other point in the history of the product, different discounts may apply to different products
  3. Unless we say otherwise, promotions cannot be used in conjunction with any other offers, discounts or promotions
  4. If you return a product that was purchased as part of a discount promotion, we will refund the price you actually paid, not any other price that was outside of the promotional period
  5. We have the right to amend or withdraw promotional offers at any time



  1. This prize is open to all residents over 18 of the United Kingdom and Republic of Ireland with the exception of employees and family members of Total Tiles.
  2. Simply like the competition post, tag 3 friends in the comments & follow us.
  3. The winner will be chosen at random by an independent computer-generated program, the competition will be ongoing until the 26th October 2021 12am GMT . Winners will be selected on 29th October 2021.
  4. The winner will be contacted within 7 days of the draw by Instagram, DM. In the event that contact cannot be made with the winner within 7 days a second winner will be chosen instead of the initial winner.
  5. No cash alternative prize will be offered.
  6. No purchase is necessary
  7. By participating in the competition you agree to having your name used for future Total Tile competition promotions.
  8. All prizes are subject to availability, Total Tiles reserves the right to replace the prize with an alternate prize of equal or higher value if necessary.
  9. A list of winners of all social media competitions will always be available by sending an SAE to Total Tiles.
  10. The promoter of this prize draw is and will remain to be Total Tiles. Registered address; Total Tiles, Leslie Road, Ipswich, Suffolk, IP3 9PL. Tel 01473 805959. Company 05993011
  11. This competition is in no way affiliated, sponsored or administered by Instagram.