Terms & Conditions

Welcome to the Tile Desire Website terms and conditions for use. These terms and conditions apply to the use of this Website and by accessing this Website and/or placing an order you agree to be bound by the conditions set out below. If you do not agree to be bound by these terms and conditions you may not use or access this Website.

Tile Desire Terms & Conditions

1. The Company

2. Our Rights

3. The Goods and Natural Variations

4. Samples

5. Orders

6. Prices and Delivery Charges

7. Shipping

8. Damage

9. Cancellation, Returns & Claims

10. Payment

11. Installation of Tiles

12. Unpacking, Stacking & Storage

13. Description of goods

1. The Company

Tile Desire Ltd registered in England (Company No. 10296366). Our registered Office is 60, Hampden Road, N8 0HT, London.

We can be contacted by email on info@tiledesire.com

2. Our Rights

We reserve the right to modify or withdraw, temporarily or permanently, this Website with or without notice to you and you by continuing to access the Website confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website.

We reserve the right to change the conditions from time to time and your continued use of the Website following such a change will be deemed to be your acceptance of such a change. It is your responsibility to check regularly to see if the terms and conditions have been changed.

3. The Goods and Natural Variations

Ceramic and terracotta tiles get its beauty and richness from its handmade nature.

Please be aware that ceramic and terracotta tiles are a handmade product. Ceramic and terracotta tiles will not be identical from piece to piece. Variations such as size, shade, imperfections, irregular edges and the appearance of fine cracks are inherent to this product and can vary from piece to piece. This adds to the natural appeal and does not compromise the performance of the tile.

Due to these qualities, there will be a variance in every item. To ensure the best colour match, place orders for all quantities to complete the installation, including extras for damage, cuts and waste. We recommend 10% to be added to all measurements. The material should be mixed from different boxes during installation to provide a cohesive installation.

4. Samples

We recommend that you buy samples before committing to an order so as to allow you to make a proper assessment of the product in the environment it is to be used in. Sample tiles are representative of colours, but may vary from batch to batch. Tile Desire Ltd is not responsible for the appearance or differences of samples provided by manufacturers or local suppliers/showrooms.

5. Orders

It is the buyer’s responsibility to ensure that the quantity of product ordered is sufficient material for your requirements as it is not always possible to order more tiles from the same batch. Our tiles are a handmade material and future orders or additional material for shortage may not match. We therefore recommend that you order an additional 10% of tiles required for cuts and wastage. Your order will be based upon our product prices and delivery charges in force at the time you submit your order inclusive of VAT at the prevailing rate. If the prices or charges are different from those published this will brought to your attention before we accept your order and will give you the option to cancel your order before we accept it.

Any order that you place with us is subject to product availability and acceptance by us.  When you place your order online we will send you an email to confirm that we have received it.  This email confirmation will be produced automatically so that you have confirmation of your order details.   The fact that you receive an automatic confirmation does not necessarily mean that we will be able to meet your order.  Once we have sent the confirmation email we will then check availability and contact you with a further email.

We will endeavor to fulfill all orders placed however there may be instances beyond our control where this may not happen and in these circumstances, we will do all that is possible to resolve the issue.

Please note acceptance of any order is at our discretion.

6. Prices and Delivery Charges

Prices displayed are in pounds sterling & Euro and are inclusive of VAT. The price of goods exclude delivery. Delivery charges quoted are based on the weight of goods being delivered and the distance covered. The cost of delivery shall be as specified in the order. 

Orders will be delivered in a single consignment. Please note that multiple or failed deliveries will incur additional charges. Goods are delivered on pallets and we offer a kerbside delivery. It is your responsibility to ensure that there is adequate labour on site to off-load the goods. Orders are delivered by 3 party couriers. Due to insurance and health and safety regulations, we are unable to transport any goods into a property. Tile Desire must be made aware of any specific delivery requirements at the time of order. All goods must be checked and signed for at the time of delivery to ensure that the order is correct. 

We reserve the right to deliver the goods in instalments.

7. Shipping

Someone must sign for and inspect the merchandise. The correct quantity, correct material or any damage (see Damage below) should be noted before signing for the order. Do not allow the driver to leave without signing for the material. All claims for shortage, incorrect product or damage must be made within 3 days and noted on the bill of lading. We encourage viewing samples (Clause 4) and understand the Natural Variation (Clause 3) prior to ordering.

8. Damage

The Company takes care to ensure that all Goods leave in perfect condition. Damage due to shipping is rare, but does happen occasionally. The Customer is advised to increase the size of their order by 10% to cover wastage that may occur during site handling and if any of the Goods are damaged during delivery. Please inspect delivery for damage immediately. Any claim for damage or incorrect material must be noted on the driver’s bill of lading. A delivery exception should be made with the freight company. All claims must be noted so that damaged material can be replaced and so that we can be reimbursed by the trucking company. You will be asked to send supporting documentation and pictures as part of a claim. If damage is not noted on driver's paperwork we will be unable to file a claim and customer will be responsible for stock and shipping charges. All claims for damaged, lost or stolen material must be made against the freight company.

Please do not refuse the shipment! If you find damage, missing material, or incorrect quantities accept the shipment and note the issues in detail on the receipt with the driver. If damage is properly noted, we can begin the process of getting replacement material to you. When a shipment is refused, the material is shipped back to the freight carrier's warehouse or it is redelivered to you. Both options will create additional charges. If you do have a problem with a shipment, please accept the delivery and contact us for instructions.

9. Cancellation, Returns & Claims

You may cancel an order within 24 hours of purchase. If the material has already shipped, you will be responsible for any shipping costs plus a restocking fee of 30%.

All material is considered special order. This means that all our products are specifically ordered for you or fabricated for you. Tile Desire does not accept returns. We encourage viewing samples (Clause 4) and understand the Natural Variation (Clause 3) prior to ordering. 

No claims will be accepted due to the late arrival of goods. Customers are advised to wait for their tiles to arrive and are carefully checked before engaging the service of a tiler. The company will accept no claims for wasted labour.  

10. Payment

Full payment is required at the time of order.

When you make a purchase through our website you will be directed to PayPal, a trusted secure server with encrypted technology. For further information on PayPal please access:  https://www.paypal.com

We also accept bank transfer but the order processing will be longer. 

We cannot take any responsibility for the non-authorisation of on-line payments for whatever reason or for any subsequent delay in delivery as a result of additional credit checks. 

11. Installation of Tiles

We advise that you do not schedule any installation work until you have received your order in full. This will enable you to resolve any technical questions which might arise or allow you to order specific additional fittings if necessary. Tile Desire cannot be held responsible for any third party costs incurred due to installation delays.  

 Any advice given by the Company related to fixing products and installation is given in good faith but should be used as a general guide as the Company has not carried out a survey of the place of installation of the Goods and cannot therefore be sure that the advice is correct. The Customer may not therefore rely upon this advice.

It is the Customer's responsibility to purchase the correct fixing products and sealants for the environment (and in particular the surface upon which) the Goods will be installed.

The Company does not offer an installation service and it is the Customer's responsibility to ensure a professional fitter is carrying out the installation.

The Company cannot be responsible for the installation of the Goods or for damage caused during or arising out of installation.

12. Unpacking, Stacking & Storage

Care needs to be taken when unpacking the Goods as the spacers may need to be removed from the packaging before the Goods are lifted out. The Goods should always be stacked and stored vertically (on edge) but not on a hard surface as this may cause unnecessary edge chipping. The Company cannot be held responsible for damage which occurs after delivery.

13. Description of goods

All images, descriptive matter, specifications and advertising on our website are for the sole purpose of giving an approximate description of the goods. All specifications given to the Customer are approximate and intended as a guide only. We always endeavour to ensure all product descriptions are correct, but advise customers to seek technical advice from qualified sources prior to ordering products and any work to be carried out.