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.

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 business is based at Total Tiles, 17 Arkwright Road, Hadleigh Road Industrial Estate, Ipswich, Suffolk IP2 0UB and we offer a delivery service to anywhere in the United Kingdom. Our VAT registration number is GB 121890721. We can be contacted by phone on 01473 805959 or by email at: customersupport@totaltiles.co.uk. You can find find our more information about Total Tiles in our About Us page.

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.

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.

Full details can be be found at Sample Service

We accept the following payment methods on our website:

  • Visa Debit
  • Visa Credit
  • Maestro
  • Solo
  • 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.

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 are calculated based on weight, destination and the date of delivery. Costs for items which can be delivered by parcel start from £8.00 with larger orders delivered on pallets starting from £25.00. 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.

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.

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 at Returns.

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 customersupport@totaltiles.co.uk 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.

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.

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 customersupport@totaltiles.co.uk.

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.

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.