PRODUCTS
CALL US ON:
01922 610015
Opening HoursMon-Fri 8am - 5.30pm
Sat     10am - 4.00pm
Secured by Sage Pay

FAQ's

ORDERING
PRODUCTS
PAYMENT & SECURITY
DELIVERY
RETURNS
PRIVACY
CUSTOMER SERVICE

Ordering

Can I order over the telephone?
Yes. Simply call us on 01922 610015 and we will be happy to take your order and answer any questions you may have. Our hours are 8.00am to 5.30pm Monday to Friday and 10am to 4pm on Saturday. After business hours, you are welcome to use our contact form or send your own e-mail to sales@fitcreative.co.uk and someone will contact you the following working day.

How can I amend or add to an order?
If you need to amend your order, either call us on 01922 610015 or email us on customer.service@fitcreative.co.uk.

Please try to ensure you have ordered sufficient tiles, as any amendments or additions may be subject to additional carriage costs based on quantities and weights.

If I only want a couple of items, must I pay the full delivery costs?
Depending upon the type of product required, it may be possible to send a few items in a more cost effective manner. Contact us by email with your postcode and details of the item and approximate quantity you require and we can determine the best way to send your order.

Can I cancel my order?
We try to ensure a quick turn around of all orders subject to stock. If you cancel after your order has been loaded for dispatch, there may be a cancelling charge to cover the cost of returning the pallet to our warehouse.
To cancel your order, either send an email to customer.service@fitcreative.co.uk or call us on 01922 610015 stating your desire to cancel.

How do I know you have got my order?
When placing your order online, after your payment has been accepted you will see a confirmation screen, and you will then be sent an e-mail detailing your order. Should you not receive this e-mail please telephone customer services 01922 610015. Once you receive your email, please check the details and contact us if there are any errors or omissions.

What if I do not receive an order confirmation by e-mail?
Should you not receive an e-mail confirmation within an hour of placing your order please telephone Customer Services on 01922 610015, in case it has not been processed or blocked by a spam filter. We can then verify your order.

How much extra should I allow for cuts/breakage/wastage?
We would normally recommend that you remember to add on an allowance in the region of 10-15% for cuts and wastage. The larger the tile, the greater allowance is required. You should also ensure you have some tiles left over as spare in case you may need them in the future.

Can I order now but take delivery later?
Should you wish, we can hold your order in stock as long as it has been paid for in full, until you confirm a date for delivery with us.

Can I order singles or must it be full boxes or whole square metres?
Different products are priced in different ways. However, if you require singles of a particular design which is only showing as per sq mt, please contact us by email or call us on 01922 610015

Do you have a showroom to visit?
You are welcome to visit our retail showroom, which is located in Walsall, West Midlands. We have an extensive showroom displaying a wide range of designs, at Creative Tiles and Laminates Ltd, West Bromwich Road, Tame Bridge, Walsall, West Midlands WS5 4AL.

What are your opening hours?
We are open Monday to Friday 8.00am to 5.30pm and on Saturdays between 10am to 4pm. We are closed on Sundays.

Products

Will delivered tiles match those of samples received?
The tiles will match those of any samples you might have received, however, there can be a slight variation from batch to batch in the shade and sizing of the tile. See our Terms and Conditions for further information.

Can I see prices excluding VAT?
All prices are shown including and excluding VAT.

Are all tiles and laminates in stock?
Approximately 90% of all products shown on our website are stocked items. Please allow 1 to 3 weeks delivery for any goods that are special order or temporarily out of stock.

Do you have a brochure?
Having a large collection of products that change quite often makes printing a brochure unfeasible. However, we hope this website helps you to view our current product range easily at home. You can also order samples online.

Do you offer a fixing service?
At Creative Tiles and Laminates, we save you time looking for a reputable tile, laminate or underfloor heating fitter, as we have our own in-house experienced team of fitters. We undertake any tiling, laminate flooring or underfloor heating job fitting our own product range. Click here for more information.

How much do samples cost?
Each sample costs 99p, but delivery is free of charge and you can order as many samples as you require.

How big are the samples?
All our samples are supplied as 10x15cm cuts of the product chosen. Full tiles are available on request at an additional charge.

Are tiles provided from the same batch?
In most cases, you will receive tiles from the same batch, although on the rare occasion this may not be possible. As in all tiling situations, you should always fix from a selection of packs to avoid potential batch shading problems.

Do you offer trade discounts?
We welcome all trades, for more information or to apply for a trade card click here.

Can you recommend a tiler or laminate fitter?
We fit all of our own products through our own in-house fitting team of experienced professionals. It couldn’t be simpler, just click here for more details.

Can you help me with technical information?
If you require additional technical information regarding our products please contact us by email or call us on 01922 610015.

Payment & Security

What payment cards do you accept?
We accept all major credit and debit cards including Visa, MasterCard, Maestro, Delta and Solo.

When is payment taken?
Your credit/debit card will be charged on the day you place your order. Full payment for all items purchased through this site is required before your order can be despatched, we cannot therefore accept payment on delivery.

Will I receive a receipt?
We send receipts with all deliveries; this is your Proof of Purchase and should be kept for future references.

I am having a problem with making payment
If you receive any messages relating to your payment that you are unsure of, please contact us on 01922 610015.

Is your site secure?
The Creative Tiles and Laminates checkout pages, prior to payment, are protected using 128- bit encryption technology from the leading secure certificate supplier, GoDaddy. We do not store your payment details at all, digitally or otherwise. We retain your information for ordering purposes only. Please see Privacy & Security for further information.

Are my credit card details safe?
Using your credit card with Creative Tiles and Laminates is completely safe. You simply enter your personal details on our own server before secure socket layers (SSL) encrypt your details for transmission for authorisation by real time credit card processing system provided by SagePay.

We do not handle or see your Credit Card number at anytime throughout the order process. This provides all customers with the ultimate in safe, secure online ordering. Plus a number of additional online security procedures are also in place, including Verified by Visa, MasterCard Secure Code, and 3rd Man to protect our customers as well as us.

Delivery

How long before deliveries are made?
A national haulage company deliver the majority of our products across mainland UK. The standard delivery time is 3-5 days from receipt of payment, unless the item is special order as noted on the product information. The delivery company will contact you directly to arrange a mutually convenient delivery date. Deliveries are made between 9am-5pm Monday to Friday.

How can I track my order?
Once you have submitted your order and payment details successfully your can Login to view the order status on ‘Your Orders’ tab. Orders set to ‘Pending’ have been received by our system and are in the queue to be processed. ‘Processing’ of orders takes place between 9am–5pm Monday to Friday, with orders placed at weekends or Bank Holidays processed on the next working day. As soon as items are ‘Despatched’ you can expect delivery within 2-3 working days.

Can I specify a timed delivery?
If you require a timed delivery or wish to specify an AM/PM service, please specify this request at the checkout. An extra charge of £25 is made for a timed delivery and £15 for an am/pm delivery. The haulage company will contact you directly to arrange a mutually convenient delivery date and to finalise the time details as required.

Do I need to sign for the delivery?
Customers must sign for deliveries after checking for correct quantities and damage.

How are deliveries made?
Large tail lift vehicles deliver the majority of our orders. They deliver off the tail lift with a pump truck to the nearest point of vehicle access. It is important that any restricted access details are advised prior to delivery.

Will the driver assist me with unloading the goods in to my house?
The delivery drivers cannot help unloading the goods into your home, but will move them on a pump truck to the nearest and safest point to your property. It is always advisable to make provisions for unloading the goods.

Are you able to deliver to a different address?
Yes. Just advise us of the UK delivery address including postcode when you place your order. We may contact you to ensure there are no security problems regarding the transaction and delivery.

What should I do if I have restricted access to my house?
Please inform us of any restricted access or specific delivery instructions at the time of ordering, so we can make arrangements with the delivery company.

What happens if no-one is at home when delivery is attempted?
Unless by previous arrangement the driver will not leave the tiles if a signature cannot be obtained. If a second delivery attempt is necessary, you will be required to pay a re-delivery charge.

How much is delivery?
The cost of UK delivery depends on the postcode of the delivery location and size of your order as fully detailed in Delivery Information.

What do I do if my order not been delivered?
Please wait until after 5pm as deliveries can be made up until this time. Secondly, check your e-mail to see if there have been any problems with your order. If this does not help please use our contact form, e-mail customer.service@fitcreative.co.uk or contact one of our members of staff on 01922 610015 with details of your problem which we will try to resolve as quickly as possible

Can I collect my order?
Yes, except on Sundays. You will receive a confirmation email to advise that your order is available to collect from our warehouse in Walsall.

Can you deliver overseas?
Unfortunately, we are only able to deliver to mainland UK, Northern Ireland, Scottish Highlands and Islands, Southern Ireland and Channel Island destinations.

Returns

What is your return policy?
If you are not totally satisfied with your order for any reason, you have the right to cancel your order within 7 working days from date of delivery for full credit or refund less any applicable delivery charges. Please be aware that you will be fully responsible for the return of goods and any associated costs of return. We will only process refunds for goods received back complete and in a saleable condition. Your cancellation request must be put into writing and received within the 7-day period.

We trust you will be pleased with the purchase you have made from Creative Tiles and Laminates. However, if you wish to return any goods to us, they must be returned to us in a re-saleable condition.

There will be a restocking charge of 25% of the goods returned. Creative Tiles and Laminates can arrange to collect the goods, but the delivery and collection costs will be deducted from the total refund (these costs can be agreed before deciding if you wish to return your goods).

If the goods returned are not in a re-saleable condition, Creative Tiles reserve the right to amend the amount of the refund based on the value of re-saleable goods.

Special items, which have been ordered at your request, are not returnable and therefore non-refundable.

Can I return items?
We would always recommend keeping spares in case of any future damage. However, we do accept full boxes of tiles or laminate flooring for refund, as long as they are returned in good condition, with proof of purchase within 30 days.

Goods can only be returned if their packaging remains unopened and the goods can be resold as is, without any further work on our part. There will be a restocking charge of 25% of the goods returned and the customer is responsible for the cost of returning the goods.

I have damaged or incorrect items on my order
If you receive damaged, wrong, or incomplete goods, do not sign for the delivery. If on first inspection you notice that there are damages please indicate this on the drivers paperwork. You must notify us immediately via the contact form on the website of the exact quantity of damages or order discrepancies.

All damaged goods may be collected at the request of the delivery company. It is considered acceptable for 1 or 2 tiles to be broken in transit due to the nature of the product, and please try and use these where cuts are required.

Creative Tiles and Laminates endeavour to ensure that all orders are correctly packed, however, occasionally errors do occur and we will investigate further. We will work to remedy the situation, and upon verification will replace the goods free of charge.

The tiles are not as I expected
If the tiles you have received are incorrect and do not resemble the sample you had previously received, we will attempt to determine what has happened and to resolve the situation.

If you have not previously ordered a sample, unfortunately, Creative Tiles and Laminates cannot be held responsbile for any differences between the image on the website and how it appears on your screen. You can return the goods for a refund less a 25% restocking fee. However, they must be received in good condition and you will be responsible for the cost of returning the goods.

How to return items
For us to issue a refund, we need to be able to receive the returned goods in a re-saleable condition. We therefore recommend the goods be put back on the pallet they were delivered on, and securely fastened so they are not able to move around. In the event of damage caused during transit, it is helpful if you could please take a couple of photographs before they are wrapped and again after wrapping before being collected.

If you have any other questions regarding returning tiles to us, please email customer.service@fitcreative.co.uk.

Privacy

Will my information be sold to third parties?
We will never share your confidential information with anyone in accordance with the Data Protection Act 1998.

Will my details be used for marketing?
We will not e-mail you in the future unless you have given us your consent and will only send occasional newsletter e-mails if you want us to. You will always have the option to unsubscribe in the email sent to you. If at any time you wish to change this simply send an unsubscribe e-mail request to marketing@fitcreative.co.uk.

Customer Service

Where can I read about what other customers say?
With a reputation for excellent service, click here to see previous Customer Comments.

How will you contact me in case of problems?
In the case of Creative Tiles & Laminates encountering problems with your order we shall contact you as soon as practicable either by phone (if in UK) or by e-mail. Please ensure that you give us full contact details when placing your order.

What do I do if I think there is a problem with my order?
Please use our contact form, e-mail customer.service@fitcreative.co.uk or contact one of our helpful members of staff on 01922 610015 with details of your problem which we will try to resolve as quickly as possible.

How do I make a complaint?
At Creative Tiles & Laminates we are fully committed to providing you with the best possible service. We will investigate your complaint and endeavour to respond within five working days at non-seasonal times. We will keep you informed throughout the complete process. This does not affect your statutory rights as a customer. Please see our Terms and Conditions for further information.

If your question is not answered here, please contact Customer Services using the contact form.