FAQ's

Questions we get asked a lot

A collection of frequently asked questions to help get you on your way to finding the perfect fit.

Delivery

How long will it take for my order to arrive?

It will take up to 12 days for you to receive your order from your date of purchase. Once your order is ready for dispatch, you will receive an email from us advising the estimated date of delivery and any tracking advice you will need from dispatch to delivery.

I ordered 5 days ago, when will I receive my order?

It takes 12 days for you to receive your order from your date of purchase. As you placed your order 5 days ago, we are still processing it and will send you an email confirmation as soon as it ships.

Can I track my order once it has been shipped?

Absolutely. You can track your order using your tracking number here.

My order has shipped, but when I track it I cannot see any updates.

If you are experiencing this problem please contact our customer service team quoting your order number via live chat, email to hello@onlinetiles.au or via phone 0455 776 132. Our office is open 9-5pm AEST Monday – Friday.

How will my tiles be delivered?

Your tiles will be carefully wrapped and securely strapped to protect them from the elements and their journey to your delivery address. They will be delivered to your kerb-side using a tail-lift truck or via forklift. Please note that due to insurance and occupational health & safety regulations the driver is prohibited from moving the goods past this point. Please ensure your builder, tiler or a friend is available to help you move your order from this point as required.

Do I need to be present to receive my order?

While we do advise that it’s best for someone to be onsite to coordinate the delivery, it is not essential. When your tiles leave our warehouse, you will be emailed a tracking number. Please keep an eye on the delivery. As a courtesy the driver will attempt to call on the day of the delivery. If you are not present the driver has an ‘Authority to Leave’ and will deliver the goods to a safe location kerb-side.

Can I get a delivery to a PO box address?

Due to logistical, weight, size and fragility reasons, you cannot send your order of tiles to a PO box.

How much does delivery cost?

Your shipping cost is based on your postcode and is calculated during checkout. The below prices are all flat rates regardless of order size.

Queensland

$90 metro (7-9 working days)

$120 non-metro , from $175 regional areas (7-14 working days)

Do you deliver Australia-wide?

No. We are currently based in Brisbane and only ship within Queensland.

Returns

Do you accept returns?

Online Tiles commences orders immediately on order confirmation. Please choose carefully as refunds cannot be given after an order has been placed for change of mind.

I have purchased 4M2 of tiles, but have only used 2M2. Can I return the 2M2 I have not used?

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

My tiles arrived broken, what do I do?

Online Tiles will arrange return shipping and replacement of the affected tiles within 24 hours of you receiving the tiles. We ask that you please document any damage or issues with photos (ideally still in original packaging) to help identify the cause so that we can continue to improve our service.

Bills & payments

Do you offer interest-free finance solutions?

Yes, we do! We offer Zip Money as a payment option.

What methods can I pay with?

We accept VISA, Mastercard, Amex, and Zip Money. We operate online, so unfortunately we cannot accept cash.

Have another question for us?

Get in touch with an Online Tile team member via email or give us a call today.

Questions we get asked a lot

Delivery

Returns

Bills & payments

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