Answers to some of our most common questions
Our aim is to answer any questions you have in a clear and satisfactory way. If you would prefer to speak with a real person you can do so by calling our distribution centre or your nearest branch. You will find the contact details in our ‘Contact Us’ section. Alternatively, many of the questions our customers regularly ask us are listed below so check as you may find the answer here.
Where are your branches located?
We have Tile & Stone Gallery Showrooms in Bury, Harlow, Ipswich, Norwich, Stanway & Thetford which stock most of the essential day to day tiling ancillaries ready for collection if needed.Q
Where do you source your tiles from?
Mainly Italy and Spain as their manufacturers produce the highest quality tiles and are the most innovative. We can also get stock quickly when needed as we always want to provide the best service possible. We do source specific products from outside Europe from Turkey, China and UAE.Q
What areas do you deliver to?
Our normal delivery area covers Norfolk, Suffolk, Cambridgeshire, Essex, North and South East London, Kent as some parts of London, Bedfordshire, Hertfordshire and Surrey. However, we also offer a bespoke delivery service dependent on the project. Please contact our Customer Support team to discuss your requirements.Q
Do you deliver on your own Lorries?
Yes, we do, we believe having our own lorries (all with tail-lifts) and professional employed drivers who are trained to give that extra special level of service is very important.Q
If I need an urgent delivery can you arrange special carriage?
Yes, all you need to do is speak to our Customer Support department who will be happy to arrange this for you and advise on any additional costs.Q
What adhesive brands do you stock?
BAL, Ardex, Palace & Ultra. Our stock range focuses heavily on BAL and Ardex as these two manufacturers are generally recognised as the best brands for premium quality, after all it is the adhesive that holds the tiles in place.Q
How do I work out the quantity of tiles in a square metre (sqm)?
Generally 1000×1000/length of tile/width of tile = quantity of tiles to a sqm,
i.e. 600×600 tile = 1000×1000/600/600=2.78 tiles to a sqm.Q
How do I work out the number of tiles in a linear metre (lm)?
Generally 1000/length of tile= quantity to LM, ie 300×50 border = 1000/300=3.33 borders to a LM.Q
Can we get a detailed specification sheet for the tiles you sell?
Yes, we can obtain technical specification sheets from all our suppliers for all tiles we sell. Contact our Customer Support team.Q
Can you provide cleaning recommendations for your tiles?
Yes, we can obtain cleaning recommendation sheets from our suppliers. Please contact our Customer Support team.Q
I need to know the slip rating of a tile, can you tell me?
Yes, we can obtain slip rating data sheets from our suppliers for all the floor tiles in our range. Please contact our Customer Support team.Q
What adhesive / grout do I require?
Our knowledgeable staff will advise you on your project, for those more detailed projects we are able to obtain a full detailed specification in writing from BAL and Ardex to ensure the correct product is specified accordingly to the varying tile types, substrates and environmental conditions.Q
Who do you supply?
We supply to a broad cross-section of trade customers; Bespoke builders, Housebuilders, Tiling Contractors, Main Contractors, Builders Merchants, Independent Retailers (tile, bathroom and kitchen), tile fixers, plumbers and Private clients through our own showrooms and contacts department.Q
Does natural stone need sealing?
Yes, natural stone will need sealing before it is laid to protect and enhance the stone.Q
Can we return any tiles we do not use?
Of course, you can, stocked tiles can be returned in full boxes up to 28 days after purchase.Q
Can I hang a porcelain tile on a wall?
Yes, many porcelain tiles are designed for wall and floor use so after considering the suitability of the wall we will be able to tell you the weight of the tile and advise the best way of fixing them and whether you would need a backer board.Q
What do the tile wear grades mean?
Tile wear grades are a simple system to give a guide to the strength of the glaze so it is clear where it can be used; The following are the keys:
3 – Light Domestic: Upstairs Bathroom & Low foot traffic areas
4 – General Domestic: All areas of the home
5 – General Domestic/Commercial: All areas of the home & Commercial, heavy foot traffic areas.Q
Do I have to purchase full boxes?
No, our stock tiles are available individually; some special orders may be full box quantities which you will be advised of before ordering.Q