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

Are Fired Earth tiles suitable for bathroom floors?

Accepted Answer

Yes, many Fired Earth tiles are
suitable for bathroom floors, but the right choice depends on the specific
tile. Natural stone tiles in a honed or matt finish offer a good slip
resistance for wet areas. For bathroom floors in shower enclosures or wet rooms,
we recommend checking the PTV (pendulum test value) slip rating with our team
before ordering. Stone effect porcelain tiles are often the most practical
choice for wet room floors.

Question 2

Do Fired Earth tiles work with underfloor heating?

Accepted Answer

All Fired Earth porcelain tiles including
stone effect, wood effect and large format ranges are compatible with
underfloor heating systems. Natural stone tiles are also generally suitable,
though we recommend allowing longer for the floor to heat evenly due to the
thermal mass of stone. Handmade ceramic tiles may require specific adhesive;
contact us before ordering if you have an underfloor heating system.

Question 3

Do Fired Earth natural stone tiles need sealing?

Accepted Answer

Yes. All Fired Earth natural stone
tiles including limestone, marble, travertine and slate require sealing
before use. This is because natural stone is porous and will absorb water, oils
and stains without a sealer applied. We recommend using an impregnating sealer
appropriate to the stone type. Our team can advise on the correct sealant for
your chosen Fired Earth natural stone tile contact us at
thetileemporium@mail.com before installation.

Question 4

Can I see Fired Earth tiles before I buy?

Accepted Answer

Yes. You can order samples of any
Fired Earth tile online through our website, and you can also visit our
showroom at 31A Bell Street, Reigate, RH2 7AD where we display a selection of
the Fired Earth range. Our showroom is open Tuesday to Saturday, 9.15am to 5pm.
If you are travelling specifically to see Fired Earth tiles, we recommend
calling ahead on 01737 223922 to confirm the current display.

Question 5

How long does Fired Earth tile delivery take?

Accepted Answer

Stocked Fired Earth tiles are typically
delivered within 4–5 working days. Some Fired Earth tiles are special order
items and may have a longer lead time, we will always confirm this with you
once your order is placed. If you need tiles by a specific date, please
contact us before ordering and we will advise on availability.

Question 6

What are the most popular Fired Earth tile collections?

Accepted Answer

Some of our most frequently requested Fired Earth collections include the Nina Campbell patterned tiles, the Carnival glazed tile, the Ceppo stone
effect porcelain, the Cathedral natural stone range and the Southwold wood effect. The Neisha Crosland handmade collection is consistently popular for bathrooms. If you are looking for help choosing, our team is happy to advise - call us on 01737 223922 or email thetileemporium@mail.com.

Question 7

Can I return Fired Earth tiles if I order too many?

Accepted Answer

Returns are accepted on complete Fired Earth orders only - partial returns are not permitted. Your return must
be authorised within 14 days of receiving your order. Tiles must be unused and
in original packaging. Please contact us within 14 days of delivery to arrange
a return. We recommend always ordering a small overage (typically 10%) to
account for cuts and breakages during installation - unused full boxes can be
returned within the 14-day window.

Question 8

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 9

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 10

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 11

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

Question 12

Do we physically stock and ship your tiles?

Accepted Answer

We are retail partners for all of the brands we showcase, meaning we have a dedicated showroom with tiles on display. All branded tiles are only stocked at each brand's own facility, meaning they are packed and shipped out by that specific brand with insurance on damages in transit. This allows for a seamless customer experience when ordering with us as we can manage your orders from multiple brands. If you experience breakages upon receiving your order, please get in touch with us immediately to ensure we can arrange replacement tiles to be sent out in a timely manner.

Portare Franklin

Portare Franklin

Frequently asked questions