OUR TILES

Can I order a sample?

Yes you can! We understand that photos online do not do our products justice and it is really important for you to test the colour and texture of a tile at home before you buy. That's why we have made it super easy for you to order samples from Crocatile.

Simply select Sample on the option dropdown on each product page - you can order as many samples as you want - click Add to Basket. When you're ready, head to our checkout and process your order. We aim to deliver most samples within 2 to 3 working days.

Where do your tiles come from?

We work with a variety of suppliers from small family-run companies, through to the largest manufacturers in Europe. Most of our supply chain is based in the UK, Italy and Spain, although a few are a little further afield in Asia. We only work with top-quality producers, so you can rest assured that your tiles are designed and made to last.

Do I need to seal your tiles?

Most of our wall and floor tiles don’t need to be sealed, but if they do then we will tell you within the tile specifications tab found on each product page. If this is the case, then we will recommend applyuing a high quality sealer before and after grouting.

What are your tiles made from?

The majority of our tiles are made from ceramic or porcelain. However, some of our products - especially our mosaics - are made from other materials such as glass, stone and metal. You’ll find all this information listed on each product page.

How can I find more information about your tiles?

You will find everything you need to know about the tiles in the specifications tab on each product page. If there is something else you'd like to know, please email us at web@crocatile.com or call us on 0141 882 3245 and we'll do our very best to help.

HOW TO ORDER

How do I order?

We've made it really quick and easy to order your tiles. On the product page, just enter how many square metres or single tiles you'll need in the checkbox. Some tiles are available in different sizes, so you'll need to pick your required size before entering your required quantity. Our mosaics are sold by the sheet, so simply enter how many individual sheets you will need.

Please remember to include an additional 10% extra when ordering, to cover cuts and wastage.

Do you sell individual tiles?

Yes, we sell the majority of tiles we stock individually as well per sqm.

Can you send a quote?

If you require a quote ahead of placing your order, please contact us at web@crocatile.com or call us on 0141 882 3245 with your requirements.

Can you help me with my measurements?

Yes we can help. Please email us at web@crocatile.com or call us on 0141 882 3245 with a measured plan of your space and we'll be able to help you.

Sure! Please email contact us with a measured plan of your space and we’ll be able to assist.

How much extra should I order?

We recommend adding 10% extra to your measurements, to allow for any cuts and wastage. It's always a good idea to have some tiles left over as spares - just in case they are required further down the line.

Do I need to register an account to order online?

No, you can checkout as a Guest customer as well. Registering an account does, however, have its benefits. This includes the ability to save your basket, check the status of your order, and what you have previously ordered.

RETURNS

How do I return or exchange an order made online?

You should return goods using conventional haulage at your own expense, and should not use Express or Special Transportation services, unless specifically agreed with the company, in writing, prior to the goods being returned. If you cannot arrange for the return of the goods, Crocatile can arrange for collection. We will deduct the collection costs from the refunded amount. Please liaise with our Sales team in regards to the cost of returning the goods. For further details please contact us on 0141 882 3245 or email web@crocatile.com.

If you have received a damaged order or the incorrect order then please contact us within 24 hours of delivery. We will either issue a full refund you or send replacements as quickly as possible. We will ask for photographic evidence of the damaged/wrong products and in regards to the wrong items being received, we would request the items be returned in their original condition before issuing a refund or replacement. If they arrive back damaged, without prior notification, we may deduct the cost from your refund.

For more information check out our Returns Policy.

Can I returns items bought online to the store?

It is possible for you to return your order to one of our stores, we encourage all customers to phone us on 0141 882 3245 in advance of travelling. Find your closest Crocatile store.

On arrival at the store you should provide the original receipt supplied by email and ensure the item is in resalable condition, undamaged. and still in its original packaging.

What is your Christmas Returns Policy?

We have extended our returns policy for the festive period by a further 30 days. If you need to return any items or your order in full then please get in touch with our customer service team and discuss your options on 0141 882 3245 or email web@crocatile.com.

How will I be refunded?

All refunds are made to the original card used for purchase. To stop fraud and to protect you we cannot make any exceptions to this rule. Online orders cannot be refunded in-store.

DELIVERY

Do you deliver outside of the UK?

No, Crocatile currently do not deliver outwith the UK.

How much does delivery cost?

Our Standard Mainland UK Delivery is free on all orders over £499. Terms & Conditions apply.

For Mainland UK orders under £499, delivery is usually £35.00. Local Deliveries are priced at £29.95.

For all other delivery prices please refer to our Delivery's page.

Where do you deliver to?

We deliver throughout the UK Mainland, Northern Ireland, Scottish Highlands & Islands, Isle of Man, and the Channel Islands.

How long does delivery take?

Please allow up to 7 working days for delivery. We aim to have weekday orders dispatched within 24 hours and with you soon after that. Orders will arrive between 9am and 6pm Monday through to Friday.

As you may expect, delays may occur at certain times of the year, so we recommend customers use their order tracking codes to stay updated.

We aim to meet these delivery times but during busy periods (including Sale, Black Friday, Christmas etc.) deliveries may take a little longer. During spells of bad weather, conditions may mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum.

Please note: If you place a custom order that is being shipped from our suppliers in Italy, Spain or Portugal it may take several weeks to be delivered, but you will be notified at the time of buying how long this will take.

What if I'm not home when my order is delivered?

Don’t worry! Our delivery agent will leave a calling card, which will allow you to rearrange delivery or permit you pick up from a local access point.

Who will deliver my order?

We use Royal Mail, TNT, and Burns Express for deliveries. This is dependent on the item, its value, destination, and the weight of your order.

Will you deliver to a different address?

Yes. Simply add the alternative delivery address when prompted in the checkout process.

Do you offer Click & Collect?

Yes. You can to collect your order from our Glasgow warehouse. Just select Click & Collect during the checkout process.

There's an item missing from my order, what do I do?

If there are any items missing from your order please contact us immediately so we can track it down for you. You have 24 hours to let us know about the missing item.

PAYMENT & PRICING

What payment methods are accepted?

Crocatile currently accepts all major credit, debit and charge card. These include: Visa, Mastercard, Switch, Delta, Solo, UK Maestro, American Express, and Paypal.

When is payment taken for my order?

We charge your credit or debit card as soon as you click “Confirm” during the checkout process.

Why won't my card payment go through?

It is not always possible to confirm why your payment has failed, as the process involves our payment system and your own bank. However, if your payment does fail the first step is to check you have entered all your details correctly, remember these need to match what is written on your bank statement. Alternatively please try another card or contact customer services at web@crocatile.com for further advice.

Can I cancel my order?

Yes, you can cancel your order once it has been placed. Please note, however, that delivery charges will apply if the order has already been dispatched. Your refund will only be approved once we receive the items back in their original condition - minus the delivery cost(s). If the order hasn't yet been dispatched then we can cancel it without a cost being incurred.

Do your prices include VAT?

Yes, all of our prices include VAT.

Do you offer trade & commercial discounts?

We serve both the public and trade customers. Online trade account customers can view trade prices online once they have signed into their account.

Alternatively, you can get in touch with us about opening an account and our discounted rates on 0141 882 3245.

If you are a commercial company looking for a bulk order it is best to discuss your requirements with us first, either by email, in-store or over the phone on 0141 882 3245.

Do you offer volume discount?

We may be able to offer discounted pricing on orders over 50 m2. Please contact us at web@crocatile.com for further details.

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