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Terms and Conditions

Our Terms and Conditions apply to your use of this website and any purchase you make. So please read them carefully. They do not affect your statutory rights.


The Company

We, Only Tiles Ltd, are a company registered in England and Wales under number 8663466. We are a ceramic tiles retailer which also sells associated products. We sell and deliver these products to our customers within the UK.

Our business is based in England and registered office is at Lexham House, Forest Road, Binfield, Berkshire, RG42 4HP; and our VAT registration number is GB 178 2007 10. Telephone number: 01183 403500. Email:

This website has been produced for United Kingdom customers and we do not sell to customers located overseas.


The contents of this site including: product prices, delivery charges and product details are subject to change at any time without notice. We may also revise or update these terms and conditions at any time without notice. Use of this site and purchases of products offered for sale on this site are subject to the terms and conditions posted on the site at the time of your visit.

Cookie Policy

This site uses cookies in order to provide a good user experience and our on-site search functionality amongst other things. By using this website, you are agreeing to our use of cookies. If you wish to know more about our cookie policy please read our Privacy Policy.


After selecting your products from the website, you will proceed to the checkout area. You will be passed to a secure online payment authorisation service that will process your card details or other payment methods and obtain payment from your card provider.

We will send you written confirmation of your order by Email, but this email will not constitute acceptance of your order.  We accept your order at the time we dispatch the ordered products to you and it is at that moment that a contract for sale is made between you and us. All our contracts are concluded in English although contracts for sale will neither be filed by us nor accessible to you.

Your order will be based upon our product prices and delivery charges in force at the time you submit your order. If the prices or charges are different from those published this will be brought to your attention before we accept your order and will give you the option to cancel your order before we accept it. Please note acceptance of any order is at our discretion.

Ordering samples

You can purchase many of our tiles online as a sample to give you an opportunity to see the tile before you buy. Samples only represent an indication of the tile as different batches can contain some variance. A maximum of five tile samples per order is in place and enforced.


We accept the following cards on our website:

  • Visa Credit and Debit
  • Mastercard Credit and Debit
  • PayPal

We will take payment from your card at the time you submit your order.

We use Sage Pay to collect and process transaction information. You can see the Sage Pay security policy here.


The prices payable for the items we offer are clearly displayed on the website in pounds sterling and are inclusive of any excise duties and VAT payable unless otherwise stated. Prices do include the costs of delivery unless stated and which are set out below.


At Only Tiles we believe you should get the very best buying experience.  Not just the product and our website, but also when it comes to delivery.

Virtually all our customers get free next working day delivery, no matter how big or small your  order is, as long as you  live in Mainland UK*
All we ask is that orders are placed before 2.30pm, so we can pick, pack, and ensure it’s with you by the next working day.  Delivery takes place between 8am and 6pm. In some cases, the carrier will contact you directly. 

In order to be able to provide you with free delivery, we have had to agree the following with our delivery partners. If your order is less than 25kg it will arrive in a well packed cardboard box straight to your door. Deliveries over 25kg will arrive on a wooden pallet to the nearest accessible location, which is usually the kerbside. It will be your responsibility to transfer them to your house or other location and to dispose of any residual items. The delivery drivers will not assist with this, as they are bound by the dreaded ‘health and safety’ regulations. 


  • When delivery arrives, please check for damage straightaway before signing the delivery note. All damage must be reported on the delivery note, no matter how big or small. The carrier will wait for a maximum of 20 minutes while you check the delivery. This way we can resolve the issue quickly and with the minimum of fuss.
  • If you want to change from our standard 24 hour delivery to something at a later date, then please email us at or call us on 01183 403 500 as soon as you can after ordering to re-arrange.
  • *Some remote locations do incur a cost for delivery. If you live in one of the postcodes below the cost for delivery is £49.00.
    • - G83 7; G83 8; G284 0; IV; KW; PA; PH; AB; DD; PA 21-33; PA 35-41
    • - At the moment, we don’t accept orders from locations outside of mainland UK.
  • Order timings and next day delivery.
    • - If you place your orders after 2.30pm in the week, it will normally be delivered within 2 working days.
    • - If you place your order on a Friday before 2.30pm, it will be delivered to you on a Monday.
    • - If you place your order over the weekend, it will be delivered to you within 2 working days the following week.
    • - We are happy to arrange a Saturday delivery at a cost of £40.00.

Late delivery

Only Tiles will not under any circumstances entertain any financial demands from our customers for late or incorrect delivery. We always recommend that you never book a tiler or other workman until the goods have been delivered and inspected.

Refunds and returns

The following information is intended as a guideline. We will use our discretion with individual circumstances. Please note the method of refund must be the same as the method of payment.


You have seven working days after receiving your goods to cancel your order. Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one within 7 working days of receipt.  Simply let us know by email ( or via phone within seven working days of receiving your goods. You do not have to give any reason for the cancellation; however, a brief explanation will help us to improve the service we offer to customers in the future. If you cancel you must return the goods to us at your own expense.

Details of our address can be found on your invoice. Please note you will not be reimbursed for the cost of returning the goods.

If for any reason you are unable to return the cancelled goods to Only Tiles, we will arrange collection of the goods. You will then receive a full refund excluding the collection charge.  (see section below on further details regarding the refund process)

 After seven days what you may view as a cancellation becomes a ’return’, please refer to the returns section below. This cancellation policy does not affect your legal rights.

Resaleable goods refunds & returns

The information below applies to goods outside of the seven working day cancellation policy outlined above.

If you have completed your tiling or flooring job and wish to return any resalable goods we will provide you with a refund for those resalable goods. 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. Adhesive, grout and tools are non- refundable. Only Tiles reserves the right not to refund if the goods are deemed as not being in a resalable condition.  Please note the costs associated with the return of the goods will not be reimbursed.  As above, if you are unable to return the goods to Only Tiles, we will arrange collection of the goods. You will then receive a full refund excluding the collection charge.

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. Refunds will be processed as a priority, however, dependent on circumstances the administration may take between 3-5 days to complete. Please note the method of refund must be the same as the method of payment.

Once a refund is processed it may take up to 30 days for the funds to appear back on your card or other payment method and is dependent on the card provider and is not under the influence of Only Tiles. Acceptance of these terms and conditions at the point of purchase represents acceptance of refund period of up to 30 days.

Damaged / incorrect returns and refunds

We understand damages do occur, therefore to give you peace of mind we have our damages policy as stated below:

All goods must be checked by you the customer - this is imperative. No responsibility for a damaged product, shortages or incorrect products can be accepted after 48 hours / two working days (Mon - Fri) of receipt of goods. If you find any damages you must forward a clear photograph within the 48 hour timescale as proof before we can process the replacement. These can be sent by your mobile phone or email to customer services at before we send out replacements.

Where you purchase goods from us that are defective we shall 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.

Faults resulting from misuse, neglect, accident, incorrect installation or normal wear and tear will not be covered.

 To arrange collection please contact us by email at, quoting your sales receipt number. Please note that goods can only be collected between 8am and 5.30pm Monday to Friday. The delivery driver will not be able to pick up the damaged goods at the same time as dropping off the replacements.

Checks prior to fitting

We advise you to buy tiles, borders and decors from the same range as the tiles may be sourced from different suppliers which may result in a slight variation in size/colour.

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.

Description of goods

All images, descriptive matter, specifications and advertising on our website are for the sole purpose of giving an approximate description of the goods. All specifications given to the customer are approximate and intended as a guide only. We always endeavour to ensure all product descriptions are correct, but advise customers to seek technical advice from qualified sources prior to ordering products and any work to be carried out.

Shading and crazing

Due to the manufacturing process products may vary in shade, tolerance and calibration this is especially prevalent in natural products. The variance in colours and textures is not a defect, but merely a characteristic and most natural product will require sealing prior to grouting and may require ongoing maintenance.

Ownership of rights

All rights, including copyright, in this website are owned by or licensed to us. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without our permission. You may not modify, distribute or re-post something on this website for any purpose.

Technical help:

If you need further assistance with any of our products, please contact us by email ( or via phone.

Data Protection and Privacy Policy:

This sets out how Only Tiles Ltd uses and protects any information that you give when you use the Only Tiles website. We are committed to ensuring that your privacy is protected.

If we ask you to provide information which could allow you to be identified when using this website, then you can be assured it will only be used in accordance with this privacy statement. Only Tiles may change this policy from time to time by updating this page and you should check this page from time to time to ensure you are happy with any changes.

Our principals

Only Tiles is committed to following the principals and obligations clearly laid out in the Data Protection Act. There are eight principles in the Act that we are obliged to conform to and the Act requires businesses that process data to notify the Information Commissioner describing the purposes for which they process this personal information. The details are publicly available from the Commissioner’s Office at:

Wyecliffe House,
Water Lane,
Tel: +44 (0)1625 545745

The ‘personal data’ principles for Data Processing are that it must be:

  • Processed fairly and lawfully.
  • Obtained only for specified and lawful purposes.
  • Adequate, relevant and not excessive.
  • Accurate and kept up to date.
  • Processed in accordance with the rights of data subjects
  • Subject to measures against unauthorised or unlawfully processing of personal data.

And must not be:

  • Kept for longer than necessary.
  • Transferred to a Country or territory outside the EEA without adequate protection or explicit consent.

What we collect

We may collect the following information:

  • Name
  • Contact information including email address
  • Demographic information such as postcode, preferences and interests
  • Other information relevant to customer surveys and/or offers

What we may do with the information we gather

We require this information to enable us to process your orders, understand your needs, provide you with a better service, and we may use it for the following reasons:

  • Internal record keeping.
  • Improve our products and services.
  • Send you promotional emails about new products, special offers or other information which we think you may find interesting and to which you have agreed to receive.
  • To contact you for market research purposes.
  • To customise the website according to your interests.

We may contact you by email, phone, fax or mail.

Controlling your personal information

We ensure you can choose to restrict the collection or use of your personal information in the following ways:

  • If you are asked to fill in a form on the website, there will be a box that you can click to indicate that you do not want the information to be used by us or any of our trusted partners for direct marketing purposes.
  • If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by emailing us at
  • We guarantee will not sell, distribute or lease your personal information to third parties unless we have your express permission or are required by law to do so.
  • You may request details of personal information which we hold about you under the Data Protection Act 1998. If you would like a copy of the information held on you please email us at
  • If you believe that any information we are holding on you is incorrect or incomplete, email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.


We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

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