FAQ’s

If you have a question about shopping with ToppsTilesShop.co.uk, you may be able to find the answer to your query below.

  Ordering

  Payments

  Delivery

  Collections

  Returns

  Information

Contact Us

If your question is about a product available to order from ToppsTilesShop or an order already placed on ToppsTilesShop please email us on help@toppstiles.co.uk

If you wish to write to us or telephone, please contact us as follows :

Topps Tiles
Thorpe Way
Grove Park
Enderby
Leicester
LE19 1SU

Freephone : 0800 023 4703

Lines are open : Monday to Friday 9am – 5pm (Except Bank Holidays)

Ordering

Can I add to an existing order?
For Security reasons this is not possible as we do not keep your credit / debit cards details on any system so we will be unable to process the payment.

Can I cancel an order once it has been placed?
Yes you can cancel an order once it has been placed, please see our Terms and Conditions for full details.

Can I open an account with ToppsTilesShop.co.uk?
Yes, you are required to open an account to place an order. Once selecting the products you want proceed to the checkout and put your email address in the New User option. Once you have chosen a password your account will be opened.

Can I place an order from overseas?
Yes you can place an order from overseas but currently we can only deliver to mainland UK (store collection is available in the Isle of Wight)

How can I order a brochure?
Simply return to the homepage and select the free tiles catalogue link.

Do I have to place my order by a certain time to receive next day delivery?
Yes you do, all orders must be placed by 12:00pm to guarantee next day delivery.

Can I place an order in store for home delivery?
You can order all our products in store but this will be a ‘store’ order and not an ‘online’ order therefore Retail prices may differ to online prices and it may also effect the delivery prices.

Can I place an order over the telephone?
Yes you can, once you know what you would like to order contact our customer services on 0800 023 4703, and we will arrange for the order to be placed.

Payments

How can I pay for my order?
We accept most major debit or credit cards, including Visa Credit and Debit cards, Switch, Solo, Mastercard and Electron.

Are Receipts sent with Deliveries?
We send Receipts with all deliveries, this is your Proof of Purchase and should be kept for future references.

How can I get a VAT Receipt?
The Receipt sent with the delivery is a VAT Receipt.

I have lost my receipt, can you send me a duplicate?
Yes we can, simply email us at help@toppstiles.co.uk bring up email and we will send you a duplicate either by post or email. Please include you order reference, this can be found on all correspondence sent by ToppsTilesShop.co.uk Customer Services.

How is information secured when using ToppsTilesShop?
Shopping on ToppsTilesShop is as secure as shopping in any store, ToppsTilesShop uses the latest technology including Data Encryption and SSL (Single Socket Layer) and is provided by VeriSign Secured.

About SSL Certificates

Delivery

Can I specify a delivery date?
Yes you can, just specify the day in the Special Delivery Instructions section at the checkout

Do I have to be present to sign for the delivery?
Yes but you can have them delivered to another address where a signature is possible, just specify the address when asked at the checkout process.

What are the delivery charges?
Please click here to see our terms and conditions

Can we ship overseas?
Unfortunately not, we currently only deliver to mainland UK (Store collection is available on the Isle of Wight)

Collections

Where can I collect my order from?
You can collect your order from any of our 250 store nationwide. Simply select the store of your choice when asked at the checkout, we will automatically give you 3 stores that are closest to your postcode.

What are the stores opening times?

Monday	-	8:00 am to 6:00 pm
Tuesday	-	8:00 am to 6:00 pm
Wednesday	-	8:00 am to 6:00 pm
Thursday	-	8:00 am to 7:00 pm
Friday	-	8:00 am to 6:00 pm
Saturday	-	9:00 am to 6.00 pm
Sunday	-	10:00 am to 4:00 pm
Bank Holidays	-	10:00 am to 5:00 pm**

** Except Scotland, please contact your local store for opening times. Store Finder.

How will I know when my order is available to collect?
You will receive a confirmation email or SMS from us when your order is available to collect, just specify during the checkout procedure or Customer Registration whether you prefer to receive an email or SMS.

Returns

Can I return something if I am not satisfied with it?
Yes you can, we want you to be totally satisfied with your purchase but if not please see our Returns Page.

If I receive an item incorrectly or damaged can I return it Free of Charge?
Yes you can, simply fill in our Returns Form and we will arrange for a collection Free of Charge and an exchange if required.

Can I return an item to a store if it was delivered to my house?
Yes you can, simply take your goods and proof of purchase to a store of your choice for a full refund.

Information

How can I request technical information about the product I have bought?
Please see our Terms and Conditions for the relevant supplier contact details, if this does not provide the information needed then please contact us.