Question 1

Pre-ordering tiles

Accepted Answer

If you place an order that contains a pre-order item, the entire order will dispatch once all items are in stock. Please bear this in mind when ordering multiple items as everything will be held back until the pre-order item is ready to be shipped.

Question 2

How do I know if a product is in stock?

Accepted Answer

Our website is regularly updated to reflect the latest product range and availability. If a product is out of stock, you will see a note in red font on the relevant product page indicating that the product is available only for pre-order and providing an estimated timeframe for availability.

Question 3

What methods can I pay on?

Accepted Answer

We accept Mastercard, PayPal, Visa, Amex Diners Club, Afterpay, Zip and Humm. We operate online, so unfortunately we cannot accept cash. We do also accept payments over the phone and via bank transfer if required, contact us on (02) 9557 6785.

Question 4

Quote & placing an order

Accepted Answer

Our team are here to help with quoting for your project. If you need any help, reach out to us at sales@tilecloud.com.au (mailto:sales@tilecloud.com.au) We encourage you to double check all details in your quote or in your cart prior to placing your order as any changes made after the order has been confirmed will incur associated amendment fees and/or a 25% restocking fee.

Question 5

What happens once I place my order?

Accepted Answer

TileCloud has a real-time ordering system that starts processing orders as soon as they are confirmed. You will receive an order confirmation email right after your order is placed, followed by a shipping confirmation email once the order has left our warehouse. Please choose carefully, as refunds cannot be given if you change your mind. To assist customers in selecting a product they love, we encourage first purchasing samples as this will allow you to see the colour, texture, print and finish prior to purchase.

Question 6

What if I realise I haven't ordered enough tiles?

Accepted Answer

Not to worry! Get in touch with us as soon as you realise and we will do our best to ensure we can provide you with stock from the same batch!* We usually suggest ordering 15% wastage to ensure you have enough and to avoid any risk of not being able to get additional stock from the same batch. Tip: make sure you take a photo or note down the details on the box your tiles come in as this is where the batch number is listed and is what we use for batch matching. If you don't tell us the batch number, we're not able to look into the possibility of batch matching. *While we will do our best to provide you with stock from the same batch, we can't make any promises.

Question 7

Do you offer interest-free finance solutions?

Accepted Answer

Yes we do! We offer the following interest-free financing solutions: Afterpay (https://www.afterpay.com/en-AU) Zip (https://zip.co/au) Humm (https://www.shophumm.com/au/) Simply select your preferred payment method at checkout. All terms are subject to the respective party's website terms and conditions.

Question 8

Can I amend or return my order after it's been placed?

Accepted Answer

Once your order is confirmed, our real-time system begins processing it right away, meaning we cannot modify it as it will already be in the packing stage. But don’t worry! For tiles, we accept returns within 30 days of delivery for a refund, with only a 25% restocking fee. Tapware returns are accepted within 100 days of delivery for a refund, excluding shipping fees. Just make sure your items are returned in their original packaging, undamaged, and in saleable condition. Please note that products that have been installed or used aren't eligible for return.

Question 9

Do you offer exchanges?

Accepted Answer

Unfortunately we currently do not offer exchanges. If you would like to exchange an item please get in touch with our Customer Service (https://tilecloud.com.au/pages/contact-us) team who can facilitate a return and re-order of the new product you would like. Please note you can find our returns Terms & Conditions here (https://tilecloud.com.au/apps/help-center#hc-do-you-accept-returns).

Question 10

How long does it take for my samples to arrive?

Accepted Answer

Your samples will take between 5-7 business days to arrive (depending on where in Australia you are located).

Question 11

Can I get my sample order delivered to a PO Box address?

Accepted Answer

Absolutely! Our sample boxes are specially designed to fit through a standard letter box!

Question 12

Can I purchase tile & tapware samples in one order?

Accepted Answer

You sure can! Customers can purchase a combination of tile and tapware samples within one transaction (up to 5 at a time). Each tile sample is $3 and each tapware sample is $5. If your order exceeds $15, please bear in mind that only $15 is redeemable upon placing your full order.

Question 13

I've purchased more than one sample pack, can I redeem the cost of them all?

Accepted Answer

The offer is only redeemable once per customer. E.g. if a customer purchases three samples packs and pays $45, they will only receive a refund for $15. The refund code is emailed to the customer email address entered at check out.

Question 14

How long do I have to redeem my 5 samples for $15 discount?

Accepted Answer

The offer is valid for 6 months from the sample order date.

Question 15

Delivery costs & timeframes

Accepted Answer

TileCloud delivers nationally using specialised delivery partners. Shipping costs are based on the post code entered at checkout. We offer flat rat regardless of order size. Pricing starts from $70 and varies depending on the state you live in. Please note: Your order will be dispatched from our warehouse 1 - 3 business days after we receive payment. Please allow for longer timeframes during high-volume sale or order periods. View the below table for a summary of costs and timeframes:

Question 16

I ordered 10 days ago when will I get my order?

Accepted Answer

If it has been 10 business days since you ordered and you haven’t received any email updates, please contact our customer service team quoting your order number via: live chat E: sales@tilecloud.com.au (mailto:sales@tilecloud.com.au) P: (02) 9557 6785 Our customer service team are available to help 9am-5pm AEST Monday - Friday, excluding public holidays.

Question 17

My order has shipped, but when I track it I cannot see any updates.

Accepted Answer

As we work with a range of providers across Australia to get your tiles to you, delivery updates will differ between providers - this means that some of our providers will be able to provide tracking links, while others will not. Please refer to your shipping confirmation email for more information on what you can expect. If you need any more information, please contact our customer service team quoting your order number via: live chat E: sales@tilecloud.com.au (mailto:sales@tilecloud.com.au) P: (02) 9557 6785 Our customer service team are available to help 9am-5pm AEST Monday – Friday, excluding public holidays.

Question 18

How will I know when to expect my order?

Accepted Answer

You will be notified via email once your delivery has been shipped from our warehouse. As we work with a range of providers across Australia to get your order to you, the delivery experience will differ between providers. This means that some of our providers are able to provide tracking links and a courtesy phone call prior to delivery. Please refer to your shipping confirmation email for more information.

Question 19

Do you offer express shipping?

Accepted Answer

Unfortunately, we’re unable to offer express shipping for our products as they require specialty delivery providers. Sadly, these providers don’t offer express options. Rest assured, we’re committed to both safe and speedy delivery, and we’re proud to say that 90% of our deliveries arrive ahead of schedule. While we can’t guarantee specific delivery dates, we’re committed to getting your order to you as soon as we can.

Question 20

How will my tiles be delivered and do I need to be home to receive my order?

Accepted Answer

Your tiles will arrive securely strapped, carefully wrapped to protect them from the elements and delivered to your kerbside using a tail-lift truck or via forklift. Depending on the delivery provider, as a courtesy, some drivers may attempt to call you 1 hour prior to delivering. Whilst we do advise that it's best for someone to be onsite to coordinate the delivery, it's not essential. If you are not home, the driver has an authority to leave and will deliver the goods to a safe location kerbside. Please understand that due to occupational health & safety insurance considerations, the driver is prohibited from moving the goods past this point.

Question 21

What should I do once my order has arrived?

Accepted Answer

Whether your project starts in a few weeks or a few months, we strongly encourage you to check your order within two (2) business days of receiving them. This is to ensure you have received the correct items and that they haven't arrived damaged or faulty, and to submit a claim if required. Read on for a quick guide on how to check your order: Step 1: Inspect your pallet Your pallet will arrive securely wrapped in white film with orange security tape intact. If this is not the case, please take a photo and contact us immediately. Step 2: Inspect your order Verify the finish, colour, size and pattern match your order Count the quantity matches your order Check all boxes are labelled with the same shade and colour Inspect for any defects or damage In the unlikely event your order arrives damaged, faulty or incorrect, we will gladly EXCHANGE or REPLACE them. Refer to the returns, exchanges and breakages section for more information on the process or to submit a claim, please click here (https://airtable.com/appmKIchM7zq7ILwM/shrz9bzPKgZLaShOu).

Question 22

Can I get a delivery to an apartment or office building?

Accepted Answer

Please bear in mind that all deliveries are kerbside. Our third party delivery partners are unable to deliver beyond the kerb due to insurance considerations. If you live in an apartment or are delivering tiles to an office location, we strongly suggest you consider the logistics involved with getting your tiles into the building.

Question 23

Can I get a delivery to a PO Box address?

Accepted Answer

Due to logistical, weight, size and fragility reasons, we are unable to deliver orders to PO Box addresses. Please be aware that this is not something our team are able to cross check before shipment so please ensure you have entered a valid address.

Question 24

Do you offer click & collect?

Accepted Answer

Yes! If you are located in NSW, you can select the click & collect option at checkout and collect your order from our Sydney warehouse (located in Rosebery) once you've been notified that your order is ready for collection. Collections are available: Monday-Friday: 9am-4.45pm Saturday: 9am-3.45pm

Question 25

How will I know if my order will fit into my car/truck/trailor

Accepted Answer

We have put together some click & collect guidelines (https://cdn.shopify.com/s/files/1/2999/1398/files/CLICK_COLLECT_PAYLOAD_GUIDELINES_1.pdf?v=1710913872) to help you understand the approximate maximum payloads and weight of your order. Be sure to double check the maximum payload of your vehicle before coming to collect your order so that you can ensure you have the appropriate vehicle.

Question 26

Do you accept returns?

Accepted Answer

We do! Tiles & Tile Products: We accept returns for a refund (minus a 25% restocking fee) within 30 days of delivery. Bathware & Yabby Tapware: We accept returns within 100 days of delivery for a refund (excluding shipping fee’s). Conditions for returns:• Return shipping to TileCloud’s Warehouse is to be arranged and paid for by the customer. • Goods must be returned in the original packaging, undamaged and in a saleable condition. • Returns will not be accepted if the product has been installed or used. • To be eligible for a return you must be a full paying customer. If you did not purchase the product, you are not eligible for a refund. A receipt or proof of purchase is also required. Lodge a Return

Question 27

My order has arrived damaged/the products aren’t what I ordered. What should I do now?

Accepted Answer

We’re so sorry your order isn’t what you were expecting. Rest assured we will do everything we can to get things back on track ASAP. Please submit a claim within two business days of receiving your order and we’ll replace the affected items. Please include photos of any damage or issues (ideally with the products still in their original packaging) to help us identify the root cause of the problem. How to submit a claim: all claims for breakages or incorerct items must be submitted using this form (https://airtable.com/appmKIchM7zq7ILwM/shrz9bzPKgZLaShOu). Important things to note: Tiles after laying • We cannot accept any claims for replacement, repair or reimbursement once tiles have been laid, or claims for defect, size, shade variation or any other fault that should have been reasonably obvious before laying. • It is the responsibility of the tiler under the management of the builder and/or homeowner to check the tiles before laying them. Tile size • Our tiles are advertised in their approximate size for simplicity (e.g. 300 x 600). As an industry standard, their actual size can vary by +/- 2mm. • The actual size may vary from this depending on the specific manufacturer (e.g. 297 x 601). • Please factor in actual size when figuring out if different tile grout joins or patterns will line up. • We can’t guarantee a wall tile and floor tile will line up perfectly, despite both tiles showing an approximate size (e.g. 300 x 600) so always measure first. Terms & Conditions You can check out our full T&Cs here (https://tilecloud.com.au/pages/terms-and-conditions).

Question 28

Why book a design consult?

Accepted Answer

We understand it can be a big decision when choosing your tile and tapware selections for your reno. There’s often a lot to consider and at times, it can get a little overwhelming – we get it! That’s why we have a team of expert designers on hand to help you with your selections and ensure everything is paired to create a cohesive space that you will LOVE. So that we can ensure our designers are available to dedicate some one on one time with you, we encourage booking an appointment (https://tilecloud.com.au/pages/book-a-design-appointment). You can choose to either have this appointment in-store at our Sydney showroom or via a zoom screen share at a time that suits you. Otherwise, if you’re just in the neighbourhood and want to pop in to our showroom, you’re most welcome to pop in without an appointment and one of our friendly showroom team members will be able to help!

Question 29

How does a design consult run?

Accepted Answer

Pre-consult info: At the time of booking your appointment we ask for some details on your upcoming reno. We'll ask about the timeline, the spaces you're revamping (or building), any vision you have in mind, and your plans for the space. This helps us ensure that your designer is fully equipped and ready to bring your ideas to life. Discovery: At the start of the appointment, your designer will clarify the look and feel you’re looking to achieve then will dive into how you can achieve this using our range of tiles and tapware. Selections: Your designer will then guide you through each space and help you select the tiles and tapware that will take your renovation to new heights, including the perfect lay patterns and grout pairings. Flat lays: To help you best visualise how it will all come together, your designer will prepare some flat lays of the tile & tapware selections you have discussed, incorporating different finishes such as vanity, bench top and paint swatches. Samples & Recap: At the end of the appointment, you will take away tile & tapware samples (or we will send them to you if you attended your consult via zoom). Your designer will also send through an email recap of everything that was discussed and will be available for any follow up questions you might have. Quoting & Ordering: When you’re ready to lock everything in, you can either book in another time with your designer to finalise everything, request a quote or place your order online

Question 30

I am not sure how to choose my grout and silicone colour?

Accepted Answer

We can help! Our interior design team have perfectly paired grout colours in the product description of your tile choice. We have also created videos to help our customers with the process. Click to watch "Choosing Grout - 7 Steps to Tile Perfection (https://www.youtube.com/watch?v=QOsHU03uhLI)" by our team. Depending on your aesthetic and tile selection, there are a range of grout pairings that our team can recommend. We have over a dozen different shades to choose from, so if you want a second opinion or some help getting creative with your grout pairings, our design team are here for free advice, just call (02) 9557 6785 or send an email to sales@tilecloud.com.au (mailto:sales@tilecloud.com.au).

Question 31

I am unsure of what tile material is correct for my home look and purpose, can you help?

Accepted Answer

Yes, we can help! Searching by category on our website will help to give you a great understanding of what tiles you should use. On each product page in the description section, we tell you if this tile is "easy-to-clean" and if it is for floors, walls or both! You can always call our team on (02) 9557 6785 who can advise you on look, feel, purpose and maintenance of the tiles you like. If you are a first time renovator or simply looking for some tips, watch our video on "Material Selection - 7 Steps to Tiling Perfection (https://www.youtube.com/watch?v=QOsHU03uhLI)". Our team are pro-renovators and have been there, done that.

Question 32

I do not know if this tile size will look great in my space?

Accepted Answer

Our design team are available to help! We understand choosing tiles can be a big choice which is why we offer expert design advice. We offer design consults via zoom and instore (if you live local to Sydney, you can book an instore appointment). To book an appointment click here (https://tilecloud.com.au/pages/book-a-design-appointment). Otherwise, if you're just after a second opinion, send through a picture of your space and the tile you have in mind to sales@tilecloud.com.au (mailto:sales@tilecloud.com.au) and our team will get back to you with some advice.

Question 33

How do I care for my tapware products?

Accepted Answer

Products should be cleaned regularly with a soft sponge or micro fibre cloth using a mild soapy detergent such as dishwashing liquid mixed with water. Do not use acidic cleaners, cream cleaners, bleaches, scouring scrubbers, steel wool or other abrasive cleaning supplies to clean your tapware products. Damage caused by improper care will not be covered by warranty.

Question 34

Do your tapware products have a WaterMark accrediation?

Accepted Answer

Yes, all eligible products carry the WaterMark accreditation.

Question 35

Do your products have a WELS rating?

Accepted Answer

Yes, all eligible products carry a WELS rating.

Question 36

Do your products conform to Australian Standards?

Accepted Answer

Yes, all eligible products conform to AS/NZS 3718:2005

Question 37

Can your products be used outdoors?

Accepted Answer

Our range is designed for internal use only and not warranted for outdoor use.

Question 38

What is PVD coating?

Accepted Answer

Physical Vapour Deposition (PVD) is a metal finishing process which coats the metal in a thin film that is harder and more corrosion resistant than other metal finishes.

Question 39

What is electroplating?

Accepted Answer

Electroplating is a metal finishing process which deposits a metal layer on another metal using an electric current.

Question 40

What type of cartridge do you use?

Accepted Answer

All our mixer cartridges use a European ceramic disc.

Question 41

What material are the taps made of?

Accepted Answer

Solid, lead-free brass.

Question 42

Tapware warranty

Accepted Answer

TileCloud offers a limited lifetime warranty on all tapware products to both residential and commercial customers. All products are guaranteed as follows: Lifetime warranty against casting defects and porosity 10 year warranty against cartridge, aerator and valve defects 5 year warranty on surface finish 2 year warranty on washers and O rings *Installation and maintenance must be performed by a suitably qualified tradesperson. *Defects or damage caused by misuse, product abuse or error in installation are not covered by this warranty. *Warranty is for parts only – excludes removal or installation of replacement parts. *Warranty excludes consequential loss caused by defects in the product or its components.

Question 43

The golden rules

Accepted Answer

Clean often! This will ensure there's no build up of dirt and grime on your tiles or grout Don’t use acidic cleaners! Acidic cleaners can be harsh on your tiles making cleaning and maintaining your tiles more difficult in the long run Seal your grout! While your porcelain & ceramic tiles dont require sealing, it's a good idea to seal your grout. While it will make your cleaning routine easier, don’t fall into the trap of believing it will eliminate the need for maintenance all together! Lighter coloured tiles and grout may require more maintenance.

Question 44

How often should I clean my tiles?

Accepted Answer

Routine cleaning Routine cleaning should be done regularly and consist of a regular mop or light scrub with a non-abrasive, white scouring pad and pH neutral cleaner. We recommend the Aqua Mix Concentrated Stone & Tile Cleaner (http://aquamix.com.au/products/cleaners/routine-cleaners/concentrated-stone-tile-cleaner/) for your routine cleans! Heavy-Duty/Periodic Heavy duty or period cleans should be done after heavy soiling has occurred, or a few times a year to keep your tiles looking fresh. We recommend the Aqua Mix Heavy-Duty Tile & Grout Cleaner (https://aquamix.com.au/products/cleaners/heavy-duty-cleaners/heavy-duty-tile-grout-cleaner/) for your Heavy Duty and periodic cleans!

Question 45

What cleaning product is best for me?

Accepted Answer

We recommend the Aqua Mix Concentrated Stone & Tile Cleaner (http://aquamix.com.au/products/cleaners/routine-cleaners/concentrated-stone-tile-cleaner/) for your routine cleans or Aqua Mix Heavy-Duty Tile & Grout Cleaner (https://aquamix.com.au/products/cleaners/heavy-duty-cleaners/heavy-duty-tile-grout-cleaner/) for your Heavy Duty and periodic cleans!

Question 46

What do grout sealers actually do and do I need to seal my grout?

Accepted Answer

Sealing your grout joints will make your grout stain resistant, less porous and easier to clean. We recommend the Aqua Mix® Grout Sealer (http://aquamix.com.au/products/sealers/natural-look-sealers/grout-sealer/). To keep your grout looking fresh (particularly lighter coloured grouts), it’s a good idea to seal your grout prior to using any space.

Question 47

Do I need to seal my tiles?

Accepted Answer

Porcelain and Ceramic tiles do not require sealing. We do however recommend sealing your grout with Aqua Mix - Grout Sealer as it is more porous and prone to staining.

Question 48

What products should I use to clean my tiles?

Accepted Answer

The best cleaners to use are PH neutral! Be cautious when using products from the grocery store as products that claim to be "all purpose" may contain harsh chemicals that can damage your tiles and grout.

Question 49

I need more help!

Accepted Answer

Reach out to our friends at Aqua Mix (https://aquamix.com.au/) for more cleaning advice or click here (https://aquamix.com.au/reference-library/surface-maintenance-guides/) to check out a range of Aqua Mix maintenance guides!

Question 50

What is Verandah Trade?

Accepted Answer

We’ve developed a range of perks that are exclusively available to members of Verandah Trade. These perks are only accessible to businesses within the relevant industry such as builders, developers, architects, tilers, bathroom renovators and interior designers. To learn more and to join Verandah Trade, check here.

Question 51

How do I join Verandah Trade?

Accepted Answer

To join, all you need to do is complete all required fields in this form (it only takes 1 min!). Our trade team will review all information and provided you qualify for Verandah Trade, will get in touch with you and run you through all the perks of Verandah Trade and how to access them.

Question 52

Do you offer payment terms?

Accepted Answer

At this stage, Verandah Trade is for a cash account only. Once you’ve joined, we will keep you posted as we continue to develop the Verandah Trade offering.

Question 53

How long does it take for me to get set up on Verandah Trade?

Accepted Answer

It will take us up to 1 business day once you’ve filled out all required information and our team have verified. We will do our best to be in touch even sooner if we can!

Question 54

Can I join Verandah Trade in-store?

Accepted Answer

You can absolutely enquire and complete the Verandah Trade form here or in-store at our Sydney showroom with the help of our friendly showroom team! It may still take up to 1 business day for the trade team to verify your information and get in touch outlining your perks and how to access them.

Ordering & Payment

Samples

Delivery

Click & Collect

Returns & Breakages

Design appointments & Design advice

Tapware

Cleaning & Maintenance

Verandah Trade