Buying Tiles Online - Frequently asked Questions

Frequently Asked Questions

Have you got a question that you need answering? Here are answers to your most frequently asked questions.

If you need more help, please complete the Contact Us form below or call our customer service team on:

0800 014 2994

9am - 5pm Monday - Friday

Frequently Asked Questions
  • Can you match my tiles?

    We are always happy to help you track down a tile that is already in your home. Visit your local CTD showroom and speak to our tile experts who may be able to identify the tile you’re looking for. Bring a good quality image that shows true likeness to the tiles, or even better if you have some spare bring them with you.

    If you are unable to visit your local CTD showroom get in touch with us via our contact form and send across your pictures. We cannot guarantee that we will be able to get you a perfect match but will point you in the right direction.

  • Can I order a sample?

    Yes, we offer samples on most of our tiles. Simply look for the ‘free sample’ button. Clicking this will add a free 100mm x 100mm cut tile sample to your basket.

    Products without this button unfortunately don’t offer this service. However, you can pop into your local CTD showroom to browse our vast range of tiles and order a full sized sample that is fully refundable.

    Find out more on our sample service.

  • Do you offer click and collect?

    Yes, you have the option to collect your order from your local CTD showroom (UK mainland only). This is easy to do and it's FREE. To select this option, enter your postcode and choose your nearest store when you are at the delivery stage of ordering.

    Find out more about collecting your order from store.

  • I'm ordering a large amount - will you have the stock?

    We carry most items in stock and we are able to deliver these on or after 3 working days, and some products are available next working day when ordered before 12pm. Look out for the stock messages on the product you are looking at.

    For larger orders there may be times where we don’t have all the stock available. This may delay your order, but we will always keep you informed and do our best to get your order to you as soon as possible.

    If you require a stock check please call us on 0800 014 2994 before you place your order and we can give you our current stock levels. Please note that stock will change daily.

  • Will my local store have the tiles I want in stock?

    Each CTD store has most items on display and carry many of our bestseller in stock. If there is a specific tile or item that you want, please contact your local CTD store direct to find out if they have it in stock.

  • Can I return unused tiles?

    Yes, as long as your items are unused and complete with original packaging, you have up to 28 days from the date of receiving your goods to return your order. Please note that we only accept full boxes. Unless you are returning your complete order and if you are returning items after 14 days of receiving them, your return will be subject to a 20% restocking charge.

    Find out more on our returns page.

  • How do I make a return if I have purchased using PayPal Pay in 3?

    If you have already paid instalments and the refund amount is more than the balance remaining, then your PayPal account will be refunded.

    If the refund amount is less than the amount you have left to pay, your refund will be split equally across the remaining 2 instalments.


    Order total: £90
    Instalment 1: £30
    Instalment 2: £30
    Instalment 3: £30

    If you make a full return to the value of £90 but have already paid the first instalment, then the value of the first instalment (£30) will be split and paid back over instalment two (£15) and three (£15).

    If you are making a part return to the value of £40 for example but have already paid the first instalment, then the £40 is deducted from the remaining balance and instalment two and three will be recalculated.

    Remaining balance before the return is (£30 + £30) - £40 (returned item value) = £20. This will be split across the remaining two instalments.

    Instalment 1: £30 (paid)
    Instalment 2: £10
    Instalment 3: £10

    For more information on PayPal Pay in 3, please contact their customer service team.

  • Tiles I previously purchased are no longer on your website, what can I do?

    Whilst we try to maintain an ongoing supply of our product lines, we do make the decision to remove certain products due to discontinuations. This means we will no longer be stocking this product going forward. In rare cases, involving more recent discontinuations, there may be some stock left in our main warehouses, you can call us on 0800 014 2994 to find out if it is possible to get hold of this ‘end of line’ stock.

  • Special order only, what does this mean?

    Special order items are not readily available like much of our other stock. Typically, special order stock can take from 1- 3 weeks to be delivered. If an item is special order only it will be highlighted on the product page. During the online checkout process, please use our handy online calendar guide as a reference for your expected delivery date. If you choose to order a special order item, we will inform you as soon as possible when those items will be ready.

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