Frequently Asked Questions
Who to bring with you?

If you are unable to make a design decision alone due to other key decision-makers not being present, or you need to bounce ideas off someone who you value from a design perspective, then it is a good idea to bring them along. It is however not the end of the world if other valued decision-makers cannot attend. We do have a lot of clients visit us solo. We aim to give as much information as needed during your appointment, outlining the details of tiles you are looking to use, along with samples if needed, so you can run through the ideas discussed with others post your appointment for further deliberation and or confirmation. 

If you are looking for reconfirmation on a look you love, and have a clear design direction, or you don’t want too many opinions confusing things, then best come alone. Our design appointments are driven by your needs, be it total assistance on getting a particular look right, or a more hands-off approach with some validation that your ideas are going to work or will work with some tweaking. We are guided by you.


How will the appointment run?

· Our Interior Designer will first start by clarifying the look and feel you are looking to create before fleshing out ideas with some of our range – this could be through a range of images we have to define the design direction or by looking through your Pinterest board to ascertain such.

· Depending on the scope of your project, your appointment may be quick (if you are already pretty set in your selection) or could be longer if it takes a while to lock down specific arrangements of tiles that work for your project or we are helping to specify a whole home.

· We like to give you the bigger picture so we will usually prepare some flat lays incorporating the different surfaces (not just tiles) in your space to help you visualise the final look as one cohesive unit.

· From here you may leave with a clear idea or a few routes you are leading down in your project from a design perspective. If you are time poor or you have locked in your final look, we can assist in measuring up and providing a quote for approval and subsequent ordering.

How do I place my order?

 Once you are ready to order, you can either request us to prepare an invoice for payment or you can jump online and order directly through our TileCloud site.

· Your order is not locked in and being processed until we receive full payment. We will advise as soon as possible if for some reason your tiles are not in stock or have a longer than 12 day turnaround lead time from order to delivery.

· Once your order is ready for dispatch, you will receive an email from us advising the estimated date of delivery and any tracking advice you will need from dispatch to delivery.


We understand that things come up so no worries if you need to cancel. All we ask is that you give us 24 hours’ notice and we can refund your booking fee.

You can also reschedule your appointment through our booking system free of charge with more than 24 hours’ notice.

If you cancel less than 24 hours before your appointment, the booking fee is not refunded. This is because we are unlikely to be able to fill your slot at such short notice. Thank you for your understanding!