Frequently Asked Questions

Of course. Our team is ready to help you with your sample selections. Please note that extra freight costs apply to full-size samples because of the weight of the tile.

To arrange a full-size sample, call us on (02) 9567 8971 or email sales@designtiles.com.au.

Yes. Our Designer Sample Packs let you compare a curated set of tiles at home before you order — including the Alhambra Flower, Botanica Kit Kat, Soft Stone, Rome Limited Edition, Kazoku Japanese Mosaic and Elegant Stone packs.

Yes. Visit our Rockdale showroom at 407 Princes Highway, Rockdale NSW 2216, or book a free online or in-store consultation with one of our designers.

Showroom hours: Monday–Friday 9:00am–5:00pm · Saturday 10:00am–4:00pm · Sunday closed. We are closed on public holidays.

Book a free design consultation →

Design Tiles always recommends ordering an additional 10–15% on top of your measured area to allow for wastage. For large-format tiles such as 600x1200mm, 750x1500mm, 900x1800mm or larger, please allow 20% extra.

Some rooms require more cuts, which generally means more wastage. Always confirm your quantities with your builder or tiler before proceeding with your order.

If you are purchasing tiles that are discontinued or on clearance, it is always worth buying extra — that tile, or that batch of tiles, may no longer be available from the manufacturer if you later need to cover wastage.

Grout coverage depends on your tile size, joint width and joint depth. We recommend using the Mapei grout calculator to work out exactly what you need:

Mapei tile grout calculator →

If you'd like a hand, our team can check your quantities for you — just call (02) 9567 8971.

If you haven't received any email updates about your order, please contact our customer service team quoting your invoice number.

Email admin@designtiles.com.au or call (02) 9567 8971. We're available Monday to Friday 9:00am–5:00pm and Saturday 10:00am–4:00pm.

Yes. Orders can be held for 4–6 weeks with full payment, excluding special orders and indent orders.

After that period, a storage fee of approximately $15 per pallet per week applies.

Your tiles arrive on a pallet or skid, securely wrapped, and are delivered to your kerbside using a hiab truck. Our courier drivers will not unwrap orders or bring them into your house.

Always check your delivery on arrival to confirm the products are correct, one shade/batch, the correct size, and free of defects or faults. It is the responsibility of the purchaser to check the quality and quantity of the products supplied on delivery. No claims can be made after goods are installed.

All of our deliveries are kerbside. Our third-party drivers can only deliver to the kerb and cannot hand-unload into apartments due to insurance requirements.

Please arrange for your builder or tiler to help move your tiles inside on the day of delivery.

We use reasonable efforts to deliver goods by the date and to the place specified by the purchaser. However, a delivery delay does not give the purchaser the right to cancel an order or terminate our terms and conditions.

Design Tiles is not liable for any failure to provide goods due to shipping delays or any other circumstances beyond the company's control.

Yes, you can. Our customer care team will contact you when your order is ready for collection.

The warehouse is open for pick-ups 9:30am–4:00pm, Monday to Friday only, and 24 hours' notice is required before collecting your order. To streamline the process, please book a pick-up time using our booking calendar, or call (02) 9567 8971.

Please check your order on collection and sign once the goods leave the warehouse. Ensure your products are correct, one shade/batch, the correct size, and free of defects or faults. Design Tiles is not responsible for goods once they are picked up from the warehouse, either by a third-party courier or by the purchaser.

If you wish to exchange your tiles after collection or delivery, our consultants will recommend the best alternatives and any difference in order price will be refunded.

Returns are subject to the following conditions:

• A return shipping fee and a 25% handling fee are payable by the customer.
• All goods must be returned within 14 days, direct to the supplier's warehouse.
• The supplier must confirm they hold the same batch and shade in order to accept the return.
• Goods must be returned in the same condition, with boxes unopened.
• Returns of less than 3m² are not accepted.

Any shortage, damage or breakage must be notified in writing, with photos of the damaged product, within 48 hours of delivery. Claims cannot be recognised after goods have been installed.

Email admin@designtiles.com.au or call (02) 9567 8971 as soon as possible.

Design Tiles does not accept exchanges or returns in the following circumstances:

• Discontinued tiles
• Sale items
• Commercial stock
• Where the same batch is no longer available
• Quantities of less than 3m²
• Special or indent orders
• Change-of-mind cancellations
• After the goods have been installed
• Where boxes have been opened
• For reasons relating to variation in colour, texture, shading, pitting, veining and similar natural characteristics

Yes, we do. Trade pricing is available to builders, tilers, architects, interior designers and developers.

Contact our customer service team at sales@designtiles.com.au for further information, or apply through our Wholesale & Reseller Program →

We have our own team of commercial tilers for our commercial division, and we can recommend a tiler in the Sydney metropolitan area for residential projects.

Call our office on (02) 9567 8971 and speak to a friendly team member today.