Q: How do I get in touch?

Visit our showroom: 31A Bell Street, Reigate, RH2 7AD Give us a call: 01737223922 Send us an email: thetileemporium@mail.com Our showroom is closed on Sundays & Mondays. We are open Tuesday-Saturday 9.15am-5pm

Question 1

How long is the lead time?

Accepted Answer

Lead time varies on each product. Generally in stock items are delivered within 4-5 working days. Some items are special order and may take longer. We will always inform you if your order includes a special order item.

Question 2

Can I return items?

Accepted Answer

Fired Earth Returns

Returns are accepted only for complete orders. Partial returns are not permitted. Your return must be authorised within 14 days of receiving your order. Please get in touch with us within 14 days of your order being delivered.

Original Style Returns

Goods are eligible for return within 30 days of delivery. Any returned items must be in full boxed quantities and completely unused. Returns will only be accepted if the returned value is over £120 ex vat. Due to carriage charges and restocking fees, we cannot accept returns with a value of less than £120 ex vat.

A restocking charge of 25% will be deducted from the total refund, as well as the carriage charge. The carriage charge will vary depending on the total weight of goods being returned.

Ca'Pietra Returns

Items may be returned within 30 days of receipt. A restocking fee will apply.

Goods can only be returned if they are unused, still in original unopened packaging & in full box quantities. Returns will not be accepted for special order or made to order items.

Please get in contact with us within 14 days of receiving your order. If you wish to book in a return, we will need to provide you with a returns number. This returns number needs to be clearly displayed on the boxes/pallets of the returned items.

It is the customer’s responsibility to arrange and book the return shipping. Prior to handing your return to the chosen courier, please ensure the items are packed well to avoid damages in transit, take photos of your boxes/pallets in case of any issues with the courier. If any goods are damaged upon delivery to the warehouse, these items will not be refundable. This will be a case for the customer to take up with the courier company.

Bert & May Returns

We hope you are fully satisfied with your product(s) however in the unlikely event that the product(s) is unsuitable or that you are not fully satisfied, or if you wish to return any surplus "in stock" range tiles, please follow the returns procedure below:

Should you wish to return your goods please note - For surplus stock tile returns we must be informed within 60 working days from receipt of your delivery date.

We accept refunds on orders which are part of the ‘in-stock’ range. We cannot accept returns on ‘made to order’ tiles

Returns will be subject to a 30% restocking fee and £75 collection fee.

All returns are via a booking with a delivery partner on an agreed date.

All returns must comprise of full unopened resaleable boxes only.(A photo of the boxes will need to be provided prior to collection)

We are unable to accept the return of any surplus tiles from reclaimed lots, zellige lots or end of the line.

Please make sure that you are happy with your tiles before they are manipulated, fixed or installed. Once these processes have begun, we are unable to exchange, as fixing and cutting means that we would be unable to resell the product.

All refunds/credits are subject to count/thorough quality check to ensure goods are in A1 resaleable condition, and therefore refunds/credits can take up to 30 days to process.

Question 3

How do I get in touch?

Accepted Answer

Visit our showroom:

31A Bell Street, Reigate, RH2 7AD

Give us a call:

01737223922

Send us an email:

thetileemporium@mail.com

Our showroom is closed on Sundays & Mondays. We are open Tuesday-Saturday 9.15am-5pm

Question 4

Sealing various products

Accepted Answer

A number of tiles require sealing.

- Natural stone & encaustic tiles require sealing due to their porous nature.

- Crackle glaze tiles must be sealed, especially if being used in a wet area or behind a cooker. This is because the crazing can allow liquids to pass through.

- Some porcelains can be sealed to aid cleaning

If you need any advice on what sealants to use for your purchased products, please get in touch with us before the tiles are installed: thetileemporium@mail.com

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Ludlow

Frequently asked questions