Frequently Asked Questions

We are here to help, you can jump on webchat, drop into one of our 115+ stores, call on 1800 4 TILES or email: Onlinesales@tile.com.au or webchat@tile.com.au

Orders

Whoops, I put the wrong thing through on my order, what do I do?

Give us a call really quickly and we’ll see what we can do, be sure you have your order number ready. If you ordered online email or call: 1800 4 TILES or Onlinesales@tile.com.au or if you put the order in at your local store, you could also call the team member there.

Can I make changes to an existing order?

Depending on the status of your order we can make amendments where possible, please give one of our friendly team members a call to discuss on or email Onlinesales@tile.com.au. If your order has already been processed we will work together to find a solution.

Can I cancel my order?

You can cancel an order that hasn’t been delivered, if it’s a regularly stocked item or something we haven’t made especially for you, within 7 days of purchase without any penalty, we understand things happen. If your order has been processed, there will likely be a cancellation fee of 25% to cover our costs in getting your order ready to deliver, things like order processing, moving it within the warehouse with a forklift, and then re-entering it in the system and re-stacking the order safely. If we haven’t started that process, there will be no charge. Contact us on: 1800 4 TILES or Onlinesales@tile.com.au

I need more tiles from my original order, is this possible?

We will always try to match your tiles to the same batch as previously ordered, and that’s because batches do vary in colour. However, if we have run out of your batch, we will look at supplying an alternative batch. Please have your order number ready and either call the store you placed the order at or give one of our friendly team members a call to discuss on 1800 4 TILES.

Delivery

How long until I get my order?

If you ordered online, you will already have a delivery date nominated. If you ordered in-store most metro delivery areas are a 2 day turn around, regional areas take a few days longer as we have to drive your order in. You’ll receive a delivery text message on the day of your delivery to ensure you’re there to receive your order. If you have any more questions, please buzz or email us on: 1800 4 TILES or Onlinesales@tile.com.au

What do I do if my tiles or other goods arrive damaged?

The first thing you have to do when you get your order is check it’s what you ordered and there are no damaged tiles or other goods. If there are, call us on 1800 4 TILES and we’ll sort it out. You need to buzz us within 48 hours and have your order number ready. We will ask for photos of the damaged tiles, from there we can investigate the issue and rectify it for you. 

Can I pick up my tiles?

Tiles are heavy, so safety is our number one priority. We have weight limits of 200kg for a normal car. If your order is heavier you’ll need to confirm you have the right vehicle for the job. We can’t load goods into an unsafe vehicle, onto a seat or in a vehicle with the back seats folded down, if in doubt just buzz us and we’ll ensure we get your order to you safely.

Why is freight so expensive?

The simple answer is tiles are super heavy and we have to pay the freight company by weight. To move tiles takes a few team members, forklifts, trucks and then forklifts at the delivery address and a driver with some great skills at unloading the heavy goods and safely storing them at your address.  

Returns

Can I return my order?

Everything you need to know is in our Returns Policy

I think my goods are faulty, what do I do?

We can help you out if your tiles have not been installed, so be sure to carefully inspect your tiles and other goods before you install them. Please feel free to contact us on: 1800 4 TILES or Onlinesales@tile.com.au

Can I cancel my order?

You can cancel an order that hasn’t been delivered, if it’s a regular stocked item, or something we haven’t made especially for you, within 7 days of purchase without any penalty, we understand things happen. IF your order has been processed, there will likely be a cancellation fee of 25% to cover our costs in getting your order ready to deliver, things like order processing, moving it within the warehouse with a forklift, and then re-entering it in the system and re-stacking the order safely. IF we haven’t started that process, there will be no charge. Please buzz or email us on: 1800 4 TILES or Onlinesales@tile.com.au

How do I return my online order?

Our dedicated online sales team will organise your return, you’ll need to provide us with your order number and comply with our Returns Policy.

I’ve ordered something custom, what is the return policy on custom items?

If you change your mind we are happy for you to return anything we don’t have to specially make and order from an outside supplier. Therefore, we will ask you to be extra sure before placing an order for any specially ordered goods, as they cannot be returned. Custom items can be non-stocked bathroomware or tile products. We are here to help, just buzz our helpline on 1800 4 TILES.

Will my refund incur freight to return?

You will only ever be charged if we have been, to return tiles takes a truck and freight, the costs for the return will be charged to you. The cost of the return freight will be deducted from your refund.

Are there any other fees I will incur if I return my order?

If your order has been processed, there will likely be a cancellation fee of 25% to cover costs in getting your order ready to deliver, things like order processing, moving it within the warehouse with a forklift, and then re-entering it in the system and re-stacking the order safely. If we haven’t started that process, there will be no charge. We are here to help, just buzz our helpline on 1800 4 TILES.

How long will my refund take to be processed?

Once your order has been returned and processed at your local distribution centre the refund will usually take place within 24 hours. We are here to help, just buzz our helpline on 1800 4 TILES.

Samples

Why do free tile samples cost $25?

We deliver free tile samples via our online sample service to all Metropolitan areas in Australia (excluding WA). The freight fee is $25 because tiles are big and heavy, but is fully refundable with an online purchase of tiles over $250 (inclusive of GST).

How many samples can I order with one order?

One sample order is for up to 3 tiles with a maximum size of 450x450mm or 600x300mm. Due to increased freight costs, tiles of a larger size are unable to be sent to your door via our sample service.

How do I get my $25 freight charge back?

Upon receipt of your samples, you will receive a Sample Order Number. Please store this safely.

To claim your refund with your online purchase, quote that Sample Order Number and $25 will be taken off your total invoice, which must be $250 (inc. GST) or more in tiles.

If outside of a Metro area freight charges vary, therefore please call us on 1800 4 TILES to arrange your samples and a freight quote, or visit one of your local Beaumont Tiles stores.

How long does it usually take to get my samples order?

We endeavour to dispatch Metro samples within 24 hours.

Due to the impacts of COVID on certain areas of Australia, Australia Post have advised of delays in our usual 24 hour service for delivery of samples. We apologise, we have been advised that delivery times will vary between 3 – 10 days in affected areas.

Can I return my tiles back to a store to get my freight refund?

No, our samples are dispatched from our centralised warehouses.

Can I swap my samples for another batch?

No, each sample order has a maximum of 3 tiles and incurs a freight delivery fee of $25. If you would like to continue looking at samples, simply order more or head in-store to see the tiles in person.

Can I use my $25 freight refund on bathroomware?

No, it must be used against an online tile order of over $250 (inc. GST)

Some advice on handling your tiles:

- Your safety is our priority, so please take care when handling your samples. Full-size samples may be heavy so please carry them responsibly.
- Take care when placing your tiles down to prevent any breakages. Tiles can become hazardous if broken due to sharp edges.
- We are a big family here at Beaumonts, but we don’t let our little people play with tiles and neither should you!
- When you have your samples and are testing their positioning in their given location, please keep in mind the slip and wear ratings as per the information provided with your delivery.

Tiles

How do I know if it’s a wall tile?

The good news is pretty much any tile can go on a wall, unless you’re Spiderman and need to climb walls. However, it’s really important that you do not put a wall tile on a floor. When looking at the Wear Ratings a Wall Tile is 0. Tiles with a wear rating of 0 are not recommended for use on floors and are therefore rated W0.

How do I know if it’s a floor tile?

Floor tiles can be identified by Wear ratings 1 – 5. When thinking about what tile to use on your floor, you also need to consider if it’s being used in a wet area or high pedestrian area, such as a hallway. For more detail head to our handy things to know about tiles page here.

Can mosaics be used on floors?

Some mosaics can be, but most can’t, as they are usually not rated as being safe on a floor, if you have a mosaic in mind, we can check if it is suitable for you, just contact your local Beaumont team and we’ll help you make a great decision. 

What is the difference between rectified and non-rectified tiles?

A rectified tile has a precise square cut edge, this gives the final product a sharp and clean appearance. A non-rectified tile has a slightly rounded or “cushion-like” edge, these can vary slightly in final measurements.

How do I know if the tile I love is Ok to use outside?

Tiles that are suitable for outdoor use are identified with an R11 or R12 rating, which means they have been tested and assessed as low or very low slip risk.

Can I tile over existing tiles?

You sure can, everything you need to know about it is here

What’s the difference between porcelain and ceramic?

All porcelain tiles are ceramic but not all ceramic tiles are porcelain. Ceramic simply means that a tile is made from clay that has been permanently hardened by firing.

For a ceramic tile to be classified as porcelain, it must have very low moisture absorption in the fired clay body of the tile (less than 0.5%), meaning the tile will be very dense as well as hard and strong. Porcelain ceramic tiles are made from different clay compositions, these raw materials are more expensive and are fired at higher temperatures than regular ceramic tiles.

The best tile is the one most suited to the application. If a floor area receives heavy traffic, a harder wearing porcelain tile will probably be best. However, many areas do not require the higher wear ratings or extremely low moisture absorption so a ceramic tile will be ideal for residential walls or low traffic floors. Any higher technical performance that a porcelain tile can provide will be unwarranted. On the other hand, if you really like a tile that also has the higher technical characteristics of porcelain, it is the better tile for you as you will enjoy looking at it for many years to come.

What is Vitrified?

Vitrification refers to the process in which clay becomes glass-like as a result of fusion. A vitrified tile is generally stronger, denser and more resistant to staining than a non-vitrified ceramic tile thanks to its water absorption (how much water a tile holds). The lower water absorption a tile has the more resistant it will be, yet various levels of vitrification exist. A semi-vitrified ceramic tile has a water absorption between 3% to <6% where as a vitrified ceramic tiles have a water absorption between 0.5% to <3% .

These tiles are split into sub-categories based on water absorption

- Ceramic Tiles with Low Water absorption < 0.5% - HIGHLY VITRIFIED
- Ceramic Tiles with Low Water absorption 0.5% < 3% - VITRIFIED 
- Ceramic Tiles 3% < 6% - SEMI VITRIFIED
- Ceramic Tiles 6% < 10% - SEMI POROUS
- Ceramic Tiles > 10% - POROUS

Can thin tiles be used on the floor?

They sure can, some of our gorgeous slabs are just 6mm thick. As long as they are rated for your desired floor application and well embedded underneath with no voids, you’ll marvel in your beautiful tiled floor for many years to come.

What slip rating is required for around a pool?

Tiles that are suitable for pool surrounds are identified with a ‘P4’ slip rating along with a ‘B’ wet barefoot rating. Ramps and stairs leading to water should be a ‘P5’ slip rating along with a ‘C’ wet barefoot rating.

What tile should I use for a car to drive over?

Use a tough one, cars are heavy. Most floor tiles with a good wear rating such as ‘W5’ will be fine for cars to drive over as long as they are bedded in the adhesive with no voids underneath. Polished porcelain tiles and porous unglazed tiles should not be used as they can possibly stain from tyres and oil. 

What is Variation?

It’s all about celebrating the amazing mix of shades in natural surfaces and creating unbelievable tiles that look exactly like the real thing. If you see a tile that has V0 that means there is literally one face or one look of that tile so that are all really uniform, on the other end of the spectrum there’s V4, which means Lots of Variation - these tiles can have up to 20 even 30 or more faces. They show random colour tones, just like nature intended to really give that WOW factor. Read more on page 4 here.

Should I seal grout?

Yes, you should. It will keep it easy to clean and looking brand new. Our recommended sealers are right here