Unpacking Your Order

My crate has arrived damaged

All orders leave our warehouse in perfect condition - if your order arrives with obvious damages to the external crate - please sign the delivery note as damaged and contact our customer support team immediately who will be able to assist further.

Should I inspect my order upon arrival?

We ask that all orders are checked for damages and quantities within 48 hours of arrival. Following this time period, it may not be possible for us to accept damage or shortfall claims. A dispatch note is attached to your order for you to cross reference your order.

Inspecting your order also allows you the opportunity to pick out any tiles you may want your installer to use for cuts.

What is the easiest way to unpack my order?

When unpacking crates of porcelain or natural stone, we recommend a minimum of two people to remove the tiles.

Begin by removing the external shrink wrapped packaging. Underneath the external packaging, the porcelain boxes are strapped together in bundles. We advise working from one bundle at a time, with a person holding the boxes for stability once the straps have been removed. Always carry the boxes vertically. We recommend opening a couple of boxes to ensure you are happy with your chosen tile. The remaining tiles should be kept within their cardboard boxes to protect the edges of the tiles. All boxes should be stored internally.

Natural Stone
Natural Stone is packed as loose tiles, tightly packed within a wooden crate. Begin by removing the external shrink wrapped packaging and remove any support blocks (if applicable). Lift the tiles out one by one. Take care when removing the tiles and ensure you keep the stack stable. We recommend stacking vertically against the wall protecting both wall and floor with cardboard or similar to prevent minor chipping. The tiles should be stacked face-to-face and back-to-back to avoid scratching.

Can I store my tiles outside?

We recommend storing your order internally in a dry and dark space, that avoids extreme temperatures. If you need to store your order outside, please speak to a member of the team to discuss suitability.

Can I store my fixing materials outside?

All fixing materials must be unpacked immediately and must be stored indoors in a dry and cool space.

My stone tiles appear chipped in the crate - is this normal?

Certain finishes can extend to the edge of tile and cause edge chipping. These are to be expected and not deemed as defects, once installed and grouted such characteristics are barely noticeable. If you do have further queries, please contact our customer support team.

Is it normal to have minor damages?

Minor edge chipping and slight imperfections are normal and often tiles that are slightly damaged can be used in cuts. We advise that you order a 10% allowance above your actual requirements to allow for potential cuts and wastage.

If you are concerned with the level of damages within your order, please speak to our customer support team who will be able to advise further and action accordingly.

My stone tiles are darker than expected - what should I do?

Limestone and Marble blocks are cut into tiles using water cooled gang saws, the tiles then undergo the appropriate finishing process and packed immediately. Often the stone tiles retains a lot of this moisture and will not have a chance to dry until they are unpacked in a well ventilated and heated room - as the stone starts to dry out, you will notice the colour lighten.

It is important to install the tiles once fully dry to ensure you can blend the tiles tones and variation to achieve the best result.

Natural Stone Features - Veining

Calcite veining is common in natural stone - it is not considered a defect and is one of the stronger parts of the tile. Veining can vary in both colour and size and is a build up of minerals within the stone, it carries the technical name of stylolites.

When quarried, the vein can run through a large section of the stones block, when the block is cut into tiles you can often see these veins running through some of the tiles, following an identical trail which is why it is sometimes visible on the surface, side and back. Their presence is natural and does not reflect a defect or natural weakness in the tile.

Dijon Blend and Farrow Blend selections will display a higher percentage/more prominent veining. Once installed and grouted these features are often a major contributing factor to its beauty. However, should you wish to use these tiles for cuts, we recommend informing your tiler in advance of installation.

Natural Stone Features - Fissures

Fissures and vents can occur within natural stone - it is not considered a defect and they can be left open or filled during the grouting process. Prior to the stone being quarried this vent will run through the entire block underground, the purpose being for gasses to escape from beneath. Their presence is natural and does not reflect a defect or natural weakness in the tile.