FAQ

We understand that project delays happen, concrete pours are missed, they don't dry out fast enough, fitters are booked up etc. To help with this, we offer to store your order in our secure warehouse for up to 3 months, free of charge.

This reduces the risk for you as you get ready for your delivery and install. If you would like to avail of this service, please make note in the checkout process and we will contact you to confirm your timeline.

We understand that purchasing materials online is a different prospect to walking into a showroom, feeling the product, seeing it in different lighting conditions and placing other project samples beside it. To help bridge that gap, we are adding a number of features to the website.

1) Request a sample - you can have up to 3 different tile/wooden floor samples posted to your home for only £2.95. We will unclude a voucher code to reclaim these costs if you proceed with the order. To read more about this service, read our blog: Tile Sample Service.

2) Visualiser - we are currently working with Canadian tech firm "RoomVo" to offer our product selection on our own customer room visualiser. Once launched in mid September 2026, you will be able to take a photo of your room and virtually add our tiles and wooden floors to any surface. This lets you play about with different colour combinations and find something to proceed with.

3) WhatsApp - our sales team are available for quick responses via our showroom WhatsApp. If you have a question about any of our products then simply tap the WhatsApp icon on the bottom of your screen and our team will be sure to get back to you as soon as possible.

We understand that a project's cash doesn't always flow as planned when upgrading your home or completing a renovation. To help you manage your budget smoothly without putting your plans on hold, Just Tiles NI offers Klarna at checkout, allowing you to spread the cost of your tiles and bathroom products through flexible payment options.

If you are trying to make your project numbers work, give us a message/email with a description of what products your required as well as quantities and we can see what we can do with pricing. We price reasonably but some projects we can find savings.

You can order a sample by clicking the "Request a sample" button directly on any product page.

You can order up to 3 tile samples or 3 wood flooring samples for £2.95, which covers the full delivery cost.

Yes, with tile sample orders we provide a discount code so you can redeem the £2.95 delivery fee back when you place your main tile order.

Standard samples are cut to 150x150mm so you can easily review the tone, texture, and finish in your home.

Single tiles can be fragile and costly to ship safely on their own, but if you require a full sized sample, please email our team and we will do our best to accommodate your request.

We aim to dispatch samples the next working day via Royal Mail, with delivery typically taking 1 to 3 days.

We accept MasterCard, Visa, American Express, Google Pay, Apple Pay, B.A.C.S. bank transfer, PayPal, and Klarna.

We only take payment once your order has been shipped. We also accept payment by PayPal & Klarna If you decide to use either of these two methods, you’ll be taken to either the PayPal or Klarna website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

If you need further information or have any questions please feel free to call us on 028 25 632 343

In our Ballymena showroom, we accept MasterCard, Visa, American Express, Google Pay, Apple Pay, B.A.C.S. bank transfer, and cash.

When selecting PayPal or Klarna at checkout, you will be redirected to their secure platform to log in and authorise the transaction. Once complete, you will be directed back to our website to confirm your order.

We only take payment once your order has been shipped. If you choose PayPal or Klarna, payment handling will follow their standard checkout flow.

Yes, all prices displayed on our website and in our showroom include standard UK VAT.

If you have any questions or require further assistance regarding your payment, please call our team directly on 028 25 632 343 during business hours.

Northern Ireland, Mainland UK & Ireland. For Tiles and wooden floors and other heavy goods we use Pallets & a Courier. For Smaller items we use a combination of Royal Mail & Evri. For any other areas please contact us @ info@justtilesni.co.uk to arrange delivery.

We operate a kerbside delivery service for all pallet orders and delivered by a HGV lorry. Smaller items will be by Royal mail or Evri

All deliveries must be signed. If your order arrives damaged, please sign the paperwork as damaged and take a few photographs of the damage for reference

If your property has restricted access, please advise when placing your order as this may lead to a delay with delivery. Our kerbside delivery service operates Monday to Friday between 7am and 6pm.

We would always advise having someone with you to help unload the items from your pallet due to their size and weight.

Yes, there is an option going through the checkout to pick up instore avoiding shipping costs. You will receive an email to confirm when your order is ready to collect. Orders are typically ready in 1 business day, although for non stock items such as imports from Spanish factories, these roders may take up to 15 business days from date of purchase.

Orders : 0 to 5kg - £5,

Orders 5kg–10kg -£10

Orders 10kg–20kg - £15

One Pallet to N.Ireland: Orders 20kg–900kg - £30

Free Delivery NI - Orders £500.00+

SHIPPING RATES

Orders 0kg–5kg - £5

Orders 5kg–10kg - £10

Orders 10kg–20kg - £15

One Pallet to UK Mainland

Orders 20kg–900kg -£90

FOR THE CHANNEL ISLANDS & OUTER HEBRIDES please contact us for an accurate Rate & Time for your Delivery,

Orders 0kg–5kg - £8

Orders 10kg–20kg - £20

Orders 5kg–10kg - £15.00

One Pallet to Ireland

Orders 20.1kg–900kg - £60

Free shipping on ROI orders overs £1,000 euro equivalent.

Please inspect your pallet on arrival and sign for the goods as damaged with the driver if you see any issues. Notify us with photos within 48 hours for a replacement or a refund if the item is end of line. Please forward details and photographs to info@justtilesni.co.uk.

Please inspect your delivery as soon as it arrives and notify our team within 48 hours if you spot any damage or defect. We will arrange a replacement or issue a full refund at no extra cost to you. Ensure to take photos during the delivery and sign the delivery docket as "Damaged".

In accordance with the Consumer Contracts Regulations 2013, you have 14 days from the date your order arrives to notify us that you wish to cancel or return your items. Once you have notified us, you have a further 14 days to return the goods.

Custom, bespoke, or specially ordered items cannot be returned or refunded under the 14 day change-of-mind period unless they arrive damaged or faulty.

To start a return or cancel an order, reach out to our team directly via email (info@justtilesni.co.uk) with your order details as soon as possible, and we will guide you through the next steps.

Return shipping costs are the responsibility of the customer when returning items due to a change of mind. If the item is faulty, damaged, or incorrect, Just Tiles NI will cover the return or collection costs.

Refunds are processed within 14 days of us receiving the returned items or proof of dispatch back to our facility, using the original payment method.

All returned items must be unused, in their original condition, and in their original packaging to qualify for a full refund. We retain the right to deduct money from a refund if the goods show signs of handling beyond what is necessary to inspect them in a shop (diminished value).

We generally do not accept returns on partial boxes or leftover single tiles from completed projects. However, feel free to contact us to discuss your specific order and batch availability.

If you receive an incorrect item, please contact our customer service team immediately so we can arrange the exchange and ensure you get the correct products promptly.

Yes, returns can be dropped off directly at our Ballymena showroom, provided the return has been pre-approved by our team and meets our return conditions.