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Frequently Asked Questions

If you’re stuck or can’t find something on our website, don’t worry. Here are some frequently asked questions that we’ve answered.

How do I place an order?

For all non Porcelanosa products, you can place an order directly from our website ( Simply add the product to your cart and follow the checkout process to complete your order.

For all Porcelanosa products, please email the name of the product, the quantity required and a delivery postcode to We will then respond with a full quotation. If you wish to proceed, we will ask you to confirm a full delivery address then email you a payment invoice.

Do you issue refunds?

If you receive damaged or incorrect tiles please inform us within 48 hours of delivery. We will either refund you or send replacements as quickly as possible.We can only accept returns for your full order. We cannot accept returns on part orders or unwanted packs. Delivery costs are non refundable. All return items occur a 20% restocking fee. Stoketiles will not collect any surplus or unwanted goods, the customer will be responsible for arranging the return of goods. Return tiles must be received during regular opening hours (Monday-Friday 8am-5pm) and must be in resalable condition, original packaging and returned within 28 days of purchase date.

Special order items are non refundable.

How long does the delivery take?

A standard delivery takes 2-4 working days.

Special orders take approximately 3-4 weeks.

There is also an option to schedule your delivery in advance.

Can you calculate the tile area if I supply the measurements?

Yes, contact us here and we will be happy to assist. We can also help you calculate how many boxes of tiles you will need.


Can you offer support and guidance?

Absolutely! We have tile experts within our team who have over 20 years experience of tile fitting. They would be more than happy to share their knowledge and expertise with you.

Do you have a showroom?

No, we are online only. If you would like to view a specific tile, please get in touch and we will try our best to send you a sample tile.


How can I contact you?

You can call us directly on 01538 422404 or email; Alternatively, visit our contact page here to complete a contact form.



Do you offer a tile fitting service?

Yes. We have a team of experienced tilers who could install your tiles.

How can I pay?

  • We accept all major credit and debit cards
  • Bank transfers
  • Paypal
  • Free Delivery Available On All Orders Over £499

  • 20 Years Experience From Our Expert Tilers