Support | Tile Fix Direct Frequently asked questions, ordering queries, return and refund advice and delivery information at Tile Fix Direct.


Looking for some answers to Frequently Asked Questions? Need some additional help processing your order? Or, do you want to find out more about the different delivery options available at The London Tile Co? Get the answers to your questions and more by taking a look at the various support pages.

Frequently Asked Questions

Can I place an order over the phone?

No, unfortunately, we only accept order that are placed over the internet. Our phone line is used as an advice line where our sales advisors are more than happy to help you find the products you need, handle delivery issues, and deal with payment enquiries.

Do you have a Tile Brochure?

Yes! View our latest tile brochure.

Can I amend or add items to my order?

Before you place your order, please ensure that you have selected the correct items and quantities. If after placing your order, you need an item to be removed, please call us on 0333 320 80 48 with your order number at hand. If your order has not yet been dispatched, the items will be refunded.

Unfortunately, it is not possible to add to an order once payment has been received. There are two different ways you can get your additional items.

  • Place a separate order for the additional items. For ancillaries, if the total value of these products is over £150, delivery will be free. For tiles, if the total value of these products is over £300, delivery will be free. If the total is less, you'll have to pay an additional small carriage fee.
  • Call us to refund your previous order. Then, place a new order including the products you ordered before plus the additional items required. Note: This must be done quickly as you want to ensure that your old order hasn't already been shipped.

How long will it take for my order to arrive?

Orders that are placed before 1pm are dispatched on the same day. Most orders from The London Tile Co are sent via express delivery and you should expect to receive your order within 1 - 2 working days (if order is placed before 2pm) for ancillaries and 3 - 4 working days for tiles, however this can upgraded to next day for a small additional cost. Some products take longer to deliver, such as tiles and shower screens, however the delivery time will be specified on the product page and at checkout.

Do I have to sign for my order?

Yes. Due to security purposes, all orders from The London Tile Co (no matter the value) must be signed for upon receipt. Please check all items before you sign for the order. You can't claim for damages if you haven't indicated the damage when signing for the order.

Can I get my order delivered to a different address?

Yes. When you checkout you can choose to send your order to a different delivery address.

Note: All items in the same order must be sent to the same address.

What happens if I'm out when my order arrives?

Your order will not be left without a signature. If the first delivery attempt fails, a second attempt is required. If the second attempt is unsuccessful, there may be a delivery charge to re-send the goods. To avoid this, please make sure that your contact number is up-to-date before placing your order.

Note: If you know that you will be out, you can leave a signed note that designates you want your order left with a specified neighbour.

Can a wet room be installed using plywood?

No. While some types of plywood may be suitable for use in wet environments, they are NOT suitable for tiling. When a plywood surface gets damp, or is installed in a damp environment, it will expand or buckle. Tiles can't shrink, expand, or buckle; if tiles are laid on top of plywood they will then crack or shear away from the adhesive bed causing unnecessary hassle. Tile Backer and Insulation Boards are the perfect solution for a wet room installation as they are waterproof and provide the optimal background for the fixing of tiles.

Can you fix vinyl to Orbry Shower Trays?

No. Unfortunately, because point loading on the vinyl could damage the shower tray base, Orbry Shower Trays are not suitable for fixing vinyl. Ceramic and stone tiles should be fixed to the shower trays as they become part of the structure of the tray and are able to spread any point load.

Can I use large tiles to cover the Orbry Shower Tray?

Yes. However, you will need to ensure that you mitre the tiles allowing them to form to the fall lines of the shower tray.

Note: Mitring the tiles can result in unsightly small cuts. It's suggested that you make a scale drawing to check how the mitres will look.

Is there a minimum tile size for covering an Orbry Shower Tray?

Yes. The Orbry Shower Trays are only suitable for tiles that have a minimum size of 25 x 25mm.

Note: When using small tiles, ensure that the tiles are not subject to excessive point loads (i.e. sitting on a stool in the shower). Small tiles, such as 25 x 25mm tiles, are able to withstand bare foot traffic or ordinary footwear.

What do I do if I'm having problem paying at checkout?

If you're experiencing payment problems at checkout, please ensure that you've entered all of your details correctly. Visit the Payment Problems page to double check that you are properly filling out the card information form.

If you're still having difficulty with payment, please call our advice line on 0333 320 80 48.

What thickness tile backer boards should be used on the floor?

If overlaying timber, it's suggested to use a 10mm or thicker tile backer and insulation board. If overlaying screed, any thickness will be sufficient; however, it's important to remember that the thicker the sheet the better the insulation value.

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The London Tile Co.

0333 320 80 48

Hampshire Tile Warehouse Ltd. 1 Hollybush Lane, Ash Vale, Hampshire, England, GU11 2PX, GB

Hampshire Tile Warehouse Ltd. 1 Hollybush Lane, Ash Vale, Hampshire, England. GU11 2PX, GB

Company No. 1224335 | VAT No. GB 213 1387 01.