What are your delivery charges?
Delivery charges for most UK mainland addresses are £5+VAT for every 3 boxes or 30 sheets of tiles purchased. This is equivalent to a weight of approximately 21kg (28kg for the Clear4 range). You can mix any combination of boxes and sheets.
For example the following orders would all be charged at £5+VAT:
2 boxes plus up to 10 sheets
1 box plus up to 20 sheets
30 sheets
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Can I request a sample?
Yes. We are confident in the quality of our tiles so are happy to send you a sample. We believe that it is important that you can see the tiles for yourself as depending on how your computer and printer are set up the images on your screen or printed on paper are unlikely to be exactly the same as the real thing!
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How much do you charge for samples?
We do not charge for sending a small number of samples to you. Samples are sent by Royal Mail.
If you are making a trade enquiry (e.g. interior designer, tiler, independent tile retailer, architect, etc.) then please contact us with details of your company and requirement and we will arrange for an appropriate sample set to be put together for you.
In return for the free sample we do ask that you let us know when you have received your sample tiles as it is not unknown for items of post to go missing en route. You can do this by e-mail (info@mosaics.co.uk) or by telephone on 0845 090 8110.
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How long will it take for my order to arrive?
If you place your order before midday Monday to Friday we will make every effort to ship it on the same day. We use a next day courier service so you should expect to receive your tiles before 3pm on the working day after your goods were despatched (Monday to Friday). Please note that some post codes in mid Wales and the Scottish Highlands can take 2 days for delivery.
We use Interlink Express couriers (except for some very small orders which we despatch by Royal Mail). If you include your e-mail address on your order then we will pass it on to them and they will send you an e-mail with details of your consignment so that you can track where it is for yourself.
Please contact us for details of despatch to non-mainland UK destinations.
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I need to order more tiles. Will they be an exact match for those I have already bought?
We will always try and supply tiles from the same batch as those of your original order but cannot guarantee to do this as we may have sold all of the other tiles from that batch. If you want us to do this please let us know the batch code information printed on the side of each box.
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I am buying for a school or college, can I get a discount?
Yes. If you contact us in advance and provide details of the school or college and the intended use of the tiles then we will be happy to give you a 10% discount on the cost of all tiles ordered.
If you know a school or college who might like to benefit from this offer, please tell them!
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Do you sell adhesive or grout?
Not yet. We plan to sell both adhesives and grout in the near future. Check back for details!
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Do you sell to 'the trade'?
Yes. We welcome trade enquiries. Please contact us so that we can discuss trade terms.
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What if I am not happy with my purchase? Can I return the goods?
We want you to be completely satisfied with the goods you purchase from us. It is for this reason we send samples of our tiles for free, and we would strongly recommend that you take up this offer.
If, however, you are not happy please contact us. If we cannot resolve your concerns then we will accept return of the goods. Our returns procedure is:
1) You must notify us within 14 days of receiving the goods of your intention to return them.
2) We will issue you with a return reference. No returns will be accepted without a return reference.
3) It is your responsibility to take good care of the goods and you will be responsible for returning the goods to us. It is important that you make sure they are wrapped in such a way that they are not damaged in transit. Please remember that as the goods still belong to you until we receive them back again you may want to consider using a service that includes proof of delivery.
4) It is your responsibility to return the goods to us.
5) If you are unable to make your own arrangements for return of the goods then we can make this arrangement for you using our normal courier - Interlink Express. We will advise you of the charge for doing this. We will charge you the actual cost of doing this (ie we do not make any profit from collecting the goods from you).
6) When we have received the goods we will issue a refund for the money you paid for the goods and for the money you paid for us to deliver them to you. We will not refund the cost of your returning the goods to us.
7) We have up to 30 days to refund your money from the date that we receive the returned goods. We will endeavour to refund you much sooner than this.
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