Help Centre

  1. Do you offer samples?

Yes, we do! We offer 5 samples for $25 delivered Australia Wide via Australia Post. Tile samples are approx. 10cm x 10cm in size. Full sized tile samples are available and are charged at the m2 price for one piece as they vary depending on size (fully refundable with future tile order). They can be collected free of charge from our Springvale showroom or delivered via Couriers Please for a fee depending on location. Please note there is a limit of one sample order refund per customer. Timber samples are also available.

To order your samples, please send your name, email, mailing address, and product details to one of our friendly tile experts via our live chat, sales.cc@designertile.com.au or by calling 03 9558 4933.

  1. How much wastage should I order?

We recommend ordering an extra 10% on top of what you think you'll need, to allow for cuts and wastage. Please calculate your quantities correctly as refunds cannot be given for leftover tiles.

If you require assistance with this, please get in touch with one of our friendly tile experts via our live chat, sales.cc@designertile.com.au or 03 9558 4933.

  1. Can I book a design consultation?

We currently offer in-store design consultations with one of our friendly tile experts.

For more information, please contact us via our live chat, sales.cc@designertile.com.au or 03 9558 4933.

  1. Do you ship interstate or overseas?

We currently ship interstate but not overseas. To organise a shipping quote to outside of the Metropolitan Melbourne area, please get in touch with one of our friendly tile experts via our live chat, sales.cc@designertile.com.au or 03 9558 4933.

  1. Can you recommend a tiler or flooring installer?

Yes, we can! Please get in touch with one of our friendly tile experts at sales.cc@designertile.com.au or 03 9558 4933.

  1. Can I make changes to an existing order?

This depends on the status of your order. We will endeavour to assist where possible. Please get in touch with one of our friendly tile experts as soon as possible via our live chat, sales.cc@designertile.com.au or 03 9558 4933.

  1. What do I do if my tiles have arrived damaged?

If for some reason your tiles arrive incorrect, faulty, or damaged, please notify Designer Tile Company immediately so we may review, and if approved, arrange return shipping and replacement tiles. Please document any damage or issues with photos (ideally still in original packaging) to help identify the cause so we can continue to improve our service.

  1. What is your returns policy?

You have 14 working days from collection or delivery date to return an item. For a return to be approved for a store credit or refund, please make sure your item is in its original packaging, unused and in the same condition that you received it. Return shipping to Designer Tile Company is to be arranged and paid for by the customer. Please supply proof of purchase when returning goods. A handling charge of 20% will be charged on the value of all returns. If your return is approved, we will initiate a store credit or refund of the purchase price (excluding GST) less a 20% storage, administration and handling fee.

Partial returns, spares and leftover tiles will not be accepted for return or exchange.

Please note: It is your responsibility to ensure the tiler inspects the tiles before laying. Designer Tile Company takes no responsibility if the tiles have been laid incorrectly, if tiles with noticeable faults are laid, or if incorrect products were used.

  1. I need more tiles from my original order, is this possible?

If stock of the same tile and batch are in stock, this will not be an issue. However, if no stock is available of the original batch you ordered, we will look to supply an alternative batch. Please note that batches do vary in colour, and we will do everything we can to assist with your request. Please get in touch with one of our friendly tile experts via our live chat, sales.cc@designertile.com.au or 03 9558 4933.

  1. Why is freight/delivery so expensive?

The cost of freight is subject to the weight, size, fragility of the product, and the requirement of a forklift to deliver the products to the final address. We source multiple quotes from different companies to ensure you receive the best price available at the time of booking. As an alternative to curbside delivery (delivery direct to your door or job site), you can opt to have your order delivered to your local transport depot centre. Once delivered to your local depot, you will need to arrange pick up with a suitable vehicle within the allotted timeframe. If you would like to organise your own delivery, pick up is available from either our Springvale VIC 3171 or Dandenong South VIC 3175 warehouses.

For more information on your delivery options, please get in touch with one of our friendly tile experts via our live chat, email sales.cc@designertile.com.au or 03 9558 4933.