Frequently Asked Questions

If you have a question regarding your shopping experience with Onyx Tiles, you may be able to find the answer to your query, below or contact us.

You can happily order a sample of any tile item on our website. These are chargeable full size tiles, no cuts, and we will pay the postage & packaging to get them to you with our standard service taking 2-3 working days or alternatively

Orders can be placed via our website or by telephone. To order goods on our website you need to register as a customer. By registering you supply us with information such as your contact details, which will enable us to contact you if any problems arise and to deliver your order to you. We have a dedicated sales team available to take your order on the phone.

The sizes that are stated are the sizes that the goods are manufactured to - they are nominal sizes. This means that due to the manufacturing process and nature of tiles, the exact sizes cannot be manufactured consistently and that different batches of the same tile can vary in size, as much as 2mm, which is a widely accepted tolerance within the industry.

We recommend that you allow an extra 10% for wastage and cuts for your order.

You can call us direct on 020 8801 1155. Alternatively, please view our Contact Us page, where various options are available including email and live chat.

We have Showroom in London. You are able to visit this and pay for goods over the counter and either take the items away with you or arrange a delivery for a later date. Please view our showroom page for location, directions and opening times.

All damages and irregularities must be notified within 2 working days of the delivery. We will need image proof sent over via email of any damages. The exact amount missing or damaged must be notified, in writing and replacements will be sent out FOC. All damaged or faulty goods may be collected at the request of the delivery/collection company. It will be deemed acceptable that 1 or 2 tiles may be broken, due to the nature of tiles, in this instance we would recommend that you try and use these where cutting is necessary, if you still require 1 or 2 tiles to complete the job then we will send out the replacements on the assumption the original notification was given within the timescale above.

These tiles are manufactured from extremely pure materials and are fired at a very high temperature, which gives a fully vitrified body. A typical porcelain tile is made from 50% Feldspar, 30-40% white clay, up to 15% Kaolin and up to 15% quartz and other fusible materials. The result is a dense, strong tile with a superior performance compared to normal ceramic tiles, including durability, abrasion, frost and chemical resistance and virtually impervious to water.

These products need to be cut with a suitable wet wheel cutter and diamond sawn blade. Please visit our extensive range of Tiling Tools, to view the vast range of products that we have available.

If you have ordered samples, we will obviously carry out checks to ensure you have had the correct order, the correct tiles have been picked etc, and ask you to supply the sample tile, or an image of it next to what has been delivered. This will help us work out what has happened and we will resolve the situation. If you had not ordered a sample, then Onyx Tiles cannot be held responsible for any discrepancy from the images on the website, and how they appear on your screen. If you do not want them, you will be liable to have the collection charge and 10% re-stocking fee deducted from your refund.










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