Frequently asked questions

with detailed answers

Can I order a sample?

Yes we offer a full sample service for all of our products. You can read more about it here

We offer FREE delivery on all orders over £150. If we receive your order before 12 midday we will dispatch your tiles next day Monday-Thursday (subject to stock). Delivery is charged at £14.40 for a standard order.

All transactions are processed securely via Sage Pay. Cards accepted are MasterCard,Visa,Visa Elctron,Maestro. We also accept Paypal payments.

If the items are in stock then we will endeavour to get them out next day for you. Orders placed on a Friday before midday will be dispatched for a Monday delivery. Orders placed late Friday and over the weekend will be processed Monday and dispatched for a Tuesday delivery (subject to stock)

All transaction data is protected under Sage Pay licensing.

Once your order has been placed your goods will be picked and run through quality control. Once cleared they will be eligible for dispatch.

You will automatically receive a receipt of purchase after placing your order. You can check and edit all personal information about your order and delivery details within My Account. Here you will find all invoices.

Once your order has been dispatched it cannot be cancelled.

If you cancel your order it can be returned, however this will incur a 25% handling charge.
Once our transport company has collected your goods from our warehouse if you wish to cancel your order, you would be liable for transportation return charges.
This cancellation policy does not affect your legal rights.
Resalable Goods Refunds & Returns:
If you have completed your tiling or flooring job and wish to return any resalable goods we will provide you with a refund. Please note that only full boxes of tiles will be refunded. Simply return the items within 28 days of receipt of goods in their original condition. The English Tile Company reserve the right not to refund if the goods are deemed as not being in a resalable condition. Any delivery charge will not be refunded.
Refunds will only be processed once the goods have arrived with us and we have inspected their condition and deemed them to be in suitable condition for resale. Any delivery charge from the original order will not be refunded.
Please note once a refund is processed it may take up to 30 days for the funds to appear back on your card, this is dependent on the card provider and is not under the influence of The English Tile Company. Acceptance of these terms and conditions at the point of purchase represents acceptance of refund period of up to 30 days.
Damaged/Incorrect Goods Refunds & Returns:
All goods must be checked by the customer on receipt of goods – this is imperative. No responsibility for damaged product, shortages or incorrect products can be accepted after 48 hours / two working days (Mon – Fri) of receipt of goods.

Where you purchase goods from us that are defective we shall (at our option) repair or replace such goods or refund the price of such goods provided that (a) you give us notice within 48 hours of the date of your acceptance of the goods and (b) provided that damage to the goods has not been caused by you. Our entire liability to you shall be limited to the price you paid for the goods and we shall not be responsible for any consequential or other financial loss that you may seek to claim for regarding the tiling or flooring job you are carrying out. All damaged goods will be replaced on standard delivery at our cost.
The English Tile Company products are guaranteed for 12 months from point of purchase (excluding individual supplier guarantees, details of which would have arrived with your product). Compensation, refunds or returns will not be considered after this period.
If you find any damages on receipt of goods, you must forward a clear photo of the damages to [email protected] before we send out replacements.

Checks Prior To Fitting:
Please check your tiles carefully before fixing. Shade variation is a design feature of most of our tiles. If for any reason you are not happy with the shade of your tiles, we cannot accept the responsibility after the tiles have been fixed. Fixing the tiles to a substrate means that you have accepted the tiles in their present state so no refunds or replacements will be offered. Please ensure you are happy with the shade of your tiles before you start any project.

Absolutely! Mosaic tiles are perfect to use in showers and can actually eliminate the use of water proof paint.
Take a look at our guide here on the perfect mosaic tile materials to use in the shower.

Absolutely, Mosaic tiles have many benefits when introduced to the floor. Why not take a look at our guide on the official benefits of using mosaic tiles on the floor!

Yes! You can even cut glass and stone mosaic tiles, take a look at our guide on the process of cutting mosaic tiles!

Before proceeding to grout mosaic tiles, the surface must be dry, level and clean. Why not take a look at our guide on when is the best time to grout mosaic tiles for more information?

Mosaic tiles are extremely heat resistant and you can use them in both your kitchen and bathroom – they are also very easy to clean but shouldn’t be cleaned using harsh chemicals. View our guide today on our full heat resistant and cleaning guide.

Absolutely! However, you must choose the right glue or adhesive accordingly, take a look at our gluing mosaic tiles guide today for more information.

Glass mosaic tiles often contain a number of different smaller pieces of differently coloured glass, for more information check out our glass mosaic guide and their benefits today.

Yes, you can glue mosaic tiles on existing drywalls, take a look at our guide today on why there is a misconception about gluing mosaic tiles on drywall.

Here at Mosaic Village, we recommend leaving 24-48 hours to set. Why not take a look at our guide today on how long you should leave mosaic tiles before grouting for more information. 

Tiling a wall can either be a difficult task or a simple one, preparation is key, as is cutting the mosaic tiles and then letting them set. Take a look at our blog article on ‘How do I tile my wall more more information. 

Kit-Kat tiles are becoming the new kitchen and bathroom interior design trend, they are thin layers of mosaic tiles which create a dramatic statement. For more information on What Are Kit-Kat Tiles? visit our dedicated page today. 

Mosaic tile sheets are the easiest ways to fix your mosaic tiles to the wall. Find out more about What Are Mosaic Tile Sheets? from our FAQ page today. 

How To Tile A Bathroom Floor?

Tiling a bathroom floor can seem like an insurmountable task at times, but with our simple how to guide you can achieve the perfect floor. Take a look at our guide today on how to tile your bathroom floor. 

The good news is that stone, ceramic and glass tiles are all waterproof and are suitable for use in the kitchen and bathroom. Check out our FAQ today on are mosaic tiles waterproof for more information and tips. 

If you are struggling to choose which tiles are best for your home, why not take a look at our guide on choosing tiles for a small bathroom

One of the best things about glass and mosaic tiles is how easy they are to clean! Take a look at our guide on are glass and mosaic tiles hard to keep clean to find out more. 

Glass tiles are perfect for showers! they are extremely easy to maintain and look stylish for many years to come. Check out our post today and find out more on are glass tiles good for showers. 

Mosaic tiles can be made out of a variety of different materials, such as glass, brick and metal. Why not take a look at our guide today on what mosaic tiles are made of.

Mosaic tiles are extremely easy to fit! Whether you are a DIY expert or an aspiring home interior designer, anyone can fit mosaic tiles with the right tools! Take a look at our guide on whether mosaic tiles are easy to fit today.

In theory you can paint mosaic tiles, however it always depends on the surface and finish of the tiles. Why not take a look at our guide today on whether mosaic tiles can be painted.

Often mosaic tiles still look in perfect condition when removed, however reusing them could practically be a nightmare for you. Take a look at our guide today on whether mosaic tiles can be reused.

Mosaic tiles are going to be frequently exposed to high temperatures, therefore we ensure all of our tiles are heatproof. Take a look at our guide today on are mosaic tiles heatproof for more information.

Some mosaic tile colours can be more expensive than others and this can be down to a few reason, one being the quality, or the materials used. Why not take a look at our guide today on why are some mosaic tile colours more expensive than others.

White and black are the most popular colour grout to use when it comes to mosaic tiles, however it all depends on the colour of your tiles. Take a look at our guide today on what is the best colour grout to use with mosaic tiles

Yes! glass and ceramic tiles look incredible together so why not mix them. If you are unsure and need a little bit more information, click on the link to view our guide on whether you can mix glass and ceramic tiles. 

Mosaic tiles aren’t just for indoor use but ourdoor use too! Take a look at our guide today on whether mosaic tiles are safe for outdoor use

There is usually no need to seal them, however, take a look at our guide on do glass mosaic tiles need to be sealed for more information. 

Due to bathrooms being often wet, humid and moist, mould and mildew can occur. Take a look at our guide on ‘how do you clean mould off your mosaic tiles‘ and learn how you can prevent mould and how to clean it when it does occur. 

Tiling a bathroom is almost inevitable because of the nature of its use. For a desired effect to be achieved, tiles should be laid in the correct manner. Take a look at our guide on how to tile your bathroom floor today. 

If you are struggling to decide which bathroom tiles are best, why not take a look at our guide today and learn which tiles are best for which space. 

Bathroom tiles can be painted – giving you a brand new look in no time at all, and without breaking the bank. Take a look at our guide today and find out more on why bathroom tiles can be painted. 

Glass tiles are extremely durable! they are low maintenance and definitely easy on the eye. Read more today on are glass tiles durable

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