FAQs - The Tile Collective

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Gold Coast Store Open Mon-Sat

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Monday 3 October 2022

Underwood Showroom – Open 8:30am – 3pm
Herston Showroom – Open 8:30am – 3pm
Distribution Centre/Transport – Closed. No deliveries.

Help Centre

Care & Cleaning

Yes, all stone should be sealed. Properly sealing your stone will help prevent stains and improve cleanability. If natural stone is given the proper care, the stone will sustain its beauty for many years to come.

If you’re unsure which product is best for cleaning natural limestone, granite, marble, travertine, or porcelain, call 1300 818 641 and one of our friendly staff will help you.

Natural stone tiles, such as marble, travertine, or limestone, require special care to keep them looking nice. When you clean natural stone, it’s important to be careful about the cleaning solution you choose.

Some people think natural cleaners like lemon juice and vinegar are good for cleaning, but actually, they can be harmful to natural stone. They can make the stone look dull and leave marks over time. That’s why it’s best for you to avoid using any cleaners that are acidic, alkaline, or rough.

You should not use products like Tub & Tile Cleaners, toilet cleaners, Ammonia, or cleaners with abrasive bits. Vinegar, Window Cleaners, Abrasive Cleaning Pads, and Citric Cleaners should also be avoided.

To clean your stone surfaces properly, use a few drops of a special cleaner that is not too strong or too weak. When cleaning the floors, use a clean rag mop, and for other surfaces, a soft cloth is recommended. Be careful not to use too much cleaner or soap as it can leave marks on the stone. After cleaning, rinse the surface well with water and dry it with a cloth. Remember to change the rinsing water often. Avoid using rough pads or creams as they can scratch the stone.

The most damage to the stone comes from things like sand, dirt, and small rocks. So mopping often with a clean mop that doesn’t have any chemicals on it, will help to look after your natural stone floors. And if you have mats or rugs at the entrance of your house, they can help prevent those things from harming the stone. Make sure the mats or rugs have a non-slip part underneath to keep them in place. Also, be cautious with vacuum cleaners that have parts that can scratch the stone. It’s better not to use them if they are old or damaged.

With a little bit of care, you can keep your natural stone tiles looking beautiful for a long time!

Although tiles are known for their durability, it’s still important to take steps to preserve their beautiful appearance.

To protect your floor tiles, you could make use of felt gliders or protective cups under your furniture. This will help prevent scratching and keep your tiles in good condition. And let’s not forget the importance of the often overlooked doormat! They play a crucial role in maintaining the glazed surface of your tiles by preventing sand and grit from dulling them over time. It’s also a good idea to place doormats at every entrance to catch dirt and grit before they enter your home. Don’t forget to provide a mat by pet entrances as well.

Top Tip: When you purchase tiles, keep a few extras for repairs in case of unexpected damage. If you’re considering tiling additional areas with the same tiles later on, be sure to order them all together. This guarantees a consistent shade since tiles can have slight variations between different batches.

Prepare for enjoyable outdoor moments, such as BBQs, social gatherings, quick dashes from the pool to the house, or playful chases between pets, all happening on your outdoor tiles.

To keep your outdoor tiles looking great, we recommend a simple but regular routine:

  • Hose the tiles down.
  • Scrub or sweep the tiles using a sturdy-bristled broom.
  • For outdoor tiles with light dirt, try using Miracle Tile & Stone Cleaner, which works exceptionally well.
  • Finish by rinsing the area with the hose, removing any remaining dirt.

If you have a large area, divide it into sections and start from the closest point to the house, gradually working away from the wall.

Textured tiles are a great choice for creating seamless transitions between different areas, and they are also easy to maintain. To keep them looking as good as new, follow these simple steps:

  • Wait for 24 hours after the grout has dried, and then wash the tiles using a product like <Insert Product Name and Link>. Always read the instructions of any product to see if it requires diluting or not.
  • Allow the cleaner to sit on the surface for around 15 minutes.
  • Scrub the tiles using a doodle pad or a stiff bristle brush.
  • Mop up any residue and give the tiles a final wash. You can use a specialist product such as <Insert Product Name and Link>
  • If you notice a dull haze right after the tiles are laid or if they seem to get dirty quickly, don’t worry! This is likely grout residue, which can be easily removed with <Insert Product Name and Link>.
  • It’s best to avoid using grout additives or boosters with textured tiles. If they have been used, clean the tiles first with <Insert Product Name and Link> or <Insert Product Name and Link> before removing the initial grout haze.

For everyday cleaning, we recommend using <Insert Product Name and Link>. Following these steps will help you maintain the pristine appearance of your textured tiles.

Efflorescence, the white powdery substance, might appear on your outdoor tiles and in between them, but don’t be alarmed! This is a common occurrence caused by moisture (water) bringing salts from the cement (the hard stuff that holds the tiles together) to the surface. When the moisture evaporates, it leaves behind these salt particles, creating a white powdery effect. Don’t worry, this typically gets better with time unless you have an issue with continuous moisture or ‘rising damp’.

To manage this, simply use a stiff brush to gently remove the powder and follow it up with a vacuum for a clean finish. However, be careful not to wet the surface during this process, as it could dissolve some salts and they might reappear when the water evaporates.

Similarly, ‘leaching’ is what happens when moisture seeps beneath the tiles and constantly dissolves salts from the cement base. The key to stopping leaching is preventing water from getting under the tiles. Check for any cracks or shifting joints that might allow water in, and repair them promptly.

Once you’ve addressed these issues, you can remove the white surface deposit with a brush and a suitable cleaner. You’ll find specialist cleaners designed for efflorescence online here or in one of our stores near you where our staff are ready to provide you with more information and ongoing support if the white residue persists.

Remember, a little maintenance goes a long way in preserving the beauty and durability of your tiles.

Tiles are a great choice for your home thanks to being generally touch and long lasting. And looking after them is pretty straight forward too. Even though they can handle spills and messes better than any other type of flooring, it’s still a good idea to follow these basic care tips:

  • If something spills on your tiles, try to clean it up fast, especially if the tiles don’t have a shiny glaze.
  • Whatever you do, do not use scouring powders or other abrasives, which can scratch the surface.
  • Sweep your tile floors with a soft broom or use a vacuum to pick up dust and tiny bits of stuff. This keeps your tiles looking fresh.
  • For a deep clean, you can use a special cleaner called <Product Name and Link>. You can get it from The Tile Collective. Mix it with warm water and use a damp microfibre mop or cloth to clean the tiles. This type of cloth or mop is great because it can pick up most of the dirt with just a little bit of rubbing. It’s better than a wet cotton mop or sponge because it won’t leave streaks.
  • When you mop, start from one side of the room and work your way to the other. Make sure not to walk on the tiles until they’re dry.
  • If you’re cleaning tiles on the wall, start from the top and work your way down.

Want to make your own cleaning solution? Just use hot water and a bit of something called methylated spirits. Avoid using soap-based cleaners because they can leave a filmy layer on the tiles, which can make them look dirty again.

Top Tip: Don’t use more cleaning solution than what’s recommended because it can leave marks or streaks on your beautiful tiles.

Shipping & DeliverY

Order and Delivery Tracking

Unfortunately we cannot guarantee a delivery date. We use a mix of our own dispatch and third-party services for delivery, sharing only necessary information for successful delivery.

Once you have placed your order, it is dispatched within two working days from the time the payment is received. We will always try to accomodate special requests, which should be entered in the notes section when purchasing online, or communicated to our in-store staff.

Your goods are delivered according to the instructions provided you provide.

In some situation the delivery may not be able to take place, such as no one being available at the delivery address or limited access to the delivery address, you may need to pay an additional delivery fee for re-delivery​.

Once your order is processed, it typically leaves their warehouse within 2 working days from the time the payment is received. Please note that this is the processing time and the actual transit time will depend on your location and other factors.

Delays in delivery may occur if your order contains items that are backordered. A representative from The Tile Collective’s Customer Service team will keep you informed about any stock-related issues.

We strongly advise against arranging for installation until you have received and thoroughly inspected your products, given the possibility of unforeseen setbacks such as weather-related shipping delays or breakages.

The Tile Collective cannot assume liability for missed installation schedules due to issues with delivery.

Please note that delivery dates are estimated and cannot be guaranteed under any circumstances.

Curbside freight deliveries necessitate scheduling an appointment, which will be arranged directly with the assigned carrier.

Yes, you can track your order.

For local deliveries, the tracking information is emailed to you once the order is dispatched from the distribution centre.

For interstate deliveries within Australia, not all courier partners provide real-time tracking. If your order has been dispatched without a tracking number, you can call us on 1300 818 641 for further assistance with tracking your order.

Delivery Process

Unfortunately we cannot guarantee a delivery date. We use a mix of our own dispatch and third-party services for delivery, sharing only necessary information for successful delivery.

Once you have placed your order, it is dispatched within two working days from the time the payment is received. We will always try to accomodate special requests, which should be entered in the notes section when purchasing online, or communicated to our in-store staff.

Your goods are delivered according to the instructions provided you provide.

In some situation the delivery may not be able to take place, such as no one being available at the delivery address or limited access to the delivery address, you may need to pay an additional delivery fee for re-delivery​.

Once your order is processed, it typically leaves their warehouse within 2 working days from the time the payment is received. Please note that this is the processing time and the actual transit time will depend on your location and other factors.

Delays in delivery may occur if your order contains items that are backordered. A representative from The Tile Collective’s Customer Service team will keep you informed about any stock-related issues.

We strongly advise against arranging for installation until you have received and thoroughly inspected your products, given the possibility of unforeseen setbacks such as weather-related shipping delays or breakages.

The Tile Collective cannot assume liability for missed installation schedules due to issues with delivery.

Please note that delivery dates are estimated and cannot be guaranteed under any circumstances.

Curbside freight deliveries necessitate scheduling an appointment, which will be arranged directly with the assigned carrier.

Yes, you can track your order.

For local deliveries, the tracking information is emailed to you once the order is dispatched from the distribution centre.

For interstate deliveries within Australia, not all courier partners provide real-time tracking. If your order has been dispatched without a tracking number, you can call us on 1300 818 641 for further assistance with tracking your order.

Yes! If you are located in QLD, you can select the click & collect option at checkout.

You can collect your order from our Distribution Centre warehouse or either of our Herston or Gold Coast stores (you will need to wait for confirmation as collection from the stores requires us to deliver your order to them first).

Collections are available from our Distribution Centre:
Monday-Friday: 6.30am-4.30pm
Saturday: 8.30am-2pm


Safety Note:
It bears stating that tiles are deceptively heavy and we suggest you consult your cars user manual to find the carrying capacity.

On average, 1 carton of tiles can range from 20 – 30kg. If you ordered 10 square metres, the weight could be 300kg in total.

Please be aware to also factor in other items in your car that will be added to this weight and also the space required in your car to fit the cartons.

Yes! If you are located in QLD, you can collect your order from our Distribution Centre warehouse or either of our Herston or Gold Coast stores (you will need to wait for confirmation as collection from the stores requires us to deliver your order to them first).

Due to the time it takes to process your order and have it packaged up, there is a wait time before you can collect. When ordering in store you will be advised of this.

Wait times are approximately 30 minutes per product line. For example:

  • 1 Product line – Up to 30 minutes
  • 2 Product lines – Up to 1 Hours wait time
  • 3 Product lines – Up to 1.5 hours wait time

Safety Note:
It bears stating that tiles are deceptively heavy and we suggest you check that the vehicle you will use is suitable for the weight. We practice safe collection methods at all times.

  • Pick-up vehicles must be correctly rated for the size and weight of the order.
  • We cannot load any vehicle that is unsafe due to load capacity.
  • We cannot load goods onto a seat, or a vehicle with the back seats folded down.
  • The payload includes tools, loose items, a driver, and passengers unless the compliance plate shows otherwise.

Our teams are all trained in how to handle tiles & bathroom ware safely please follow their instruction to ensure everyone stays safe.

You will need to measure your car to see if the order will physically fit inside.

But more importantly please check your car’s carrying capacity as tiles are deceptively heavy.

On average, 1 carton of tiles can range from 20 – 30kg. If you ordered 10 square metres, the weight could be 300kg in total.

Our goods are delivered on a pallet to the curbside or driveway. Unfortunately drivers are unable to hand unload the goods due to insurance. We recommend having your tiler or other helping hands to help bring them further into the property or upstairs.

Please bear in mind that all deliveries are kerbside.

Our drivers as well as third party delivery partners are unable to deliver beyond the kerb due to insurance considerations. If you live in an apartment or are delivering tiles to an office location, we strongly suggest you consider the logistics involved with getting your tiles into the building.

Larger tile shipments are secured to a pallet and delivered by freight carrier. For residential deliveries, an appointment is required with the carrier and the shipment is delivered at the edge of the property or “kurbside.” Neither our own drivers or third party delivery partners will physically move or carry product at time of delivery.

Instead of a phone call you will receive a text message with a link to a tracking program called Radaro.

  • Tap on the link and it will give you a 3-hour window of when your order will be delivered.
  • When the driver does the delivery prior to you, you will receive another text saying the driver is on his way and how far away he is.

If you have any concerns you can then contact our customer support team on 1300 818 641 who will do their best to contact the courier for you.

Delivery Costs and Estimates

As a part of our commitment to ensuring a smooth shopping experience, you to calculate your shipping costs using our shipping calculator.

  1. Once you’ve selected a product and added it to your cart on our website, you’ll be automatically directed to the cart page.
  2. Here, you’ll find our shipping calculator.
  3. Simply input your postcode, and you’ll immediately see our shipping rates and various delivery options.

Keep in mind that the shipping cost depends on the specific products you choose and their total weight. So, to get an accurate estimate, please make sure to enter all the items you wish to order.

If your suburb or postcode isn’t recognised by our system, please don’t hesitate to contact us. We’ll be more than happy to provide a custom shipping quote for your destination.

If your order is placed with one of our stores, and you opt for delivery there will be a charge applied to this. This charge will vary depending on the weight of your order and distance it is traveling.

However, if you order online or in store and collect from store then there is no charge.

If you have any further queries about our in store delivery charges, please speak with your local store.

Yes, our current rates are published on our Shipping page

Acceptance and Inspection of Delivery

Please ensure to check your order within two (2) business days upon receiving it, regardless of whether your project begins in a few weeks or months. This is crucial to confirm that you have received the correct items in good condition. In case any issues arise, such as damage or faults, it is important to promptly submit a claim.

Here’s a quick guide on how to check your order:

Step 1: Inspect your pallet

Upon arrival, your pallet should be securely wrapped in white film, with the orange security tape intact. If this is not the case, please take a photo and immediately contact us.

Step 2: Inspect your order

Ensure that the finish, color, size, and pattern of the items match your order.

Count the quantity to ensure it matches what you ordered.

Check that all boxes are labeled with the same shade and color.

Lastly, carefully inspect the items for any defects or damage.

If, by any chance, your order arrives damaged, faulty, or incorrect, we will be more than happy to exchange or replace the items. For more information on the returns, exchanges, and handling of breakages, please refer to the respective section.

Please contact us via email at sales@thetilecollective.com or via phone on 1300 818 641.
As long as your order hasn’t progressed through the packing and delivery queue, one of our friendly staff will be able to assist.

Please contact us via email at sales@thetilecollective.com or via phone on 1300 818 641.
As long as your order hasn’t progressed through the packing and delivery queue, one of our friendly staff will be able to assist.

Once you have received your order, please ensure that prior to installation the tiles are checked thoroughly by the tiler, builder or homeowner.

Always check the following:

    • That the correct tiles have been delivered
    • Tiles are in good order and condition
    • Check for imperfections and damage

Remember, no claims can be made after installation of tiles so please ensure tiles are checked thoroughly.

While extremely rare, if by chance something on your order arrives broken, please contact us immediately via email (sales@thetilecollective.com) with photos of damaged stock and one of our friendly staff will help to arrange a solution ASAP.

Returns & Refunds

Return of goods is on a case by case basis. Please contact us if you wish to discuss a return of goods.

If we agree to accept returned goods, the buyer must return the goods to the The Tile Collective.

We encourage you to utilize our 5 samples for $15 service so you know exactly what you are getting prior to placing your order. on any exchange.

Please contact us via email at sales@thetilecollective.com or via phone on 1300 818 641.
As long as your order hasn’t progressed through the packing and delivery queue, one of our friendly staff will be able to assist.

Please contact us via email at sales@cheaptilesonline.com or via phone on 1300 818 641. As long as your order hasn’t progressed through the packing and delivery queue, one of our friendly staff will be able to assist.

Once you have received your order, please ensure that prior to installation the tiles are checked thoroughly by the tiler, builder or homeowner.

Always check the following:

    • That the correct tiles have been delivered
    • Tiles are in good order and condition
    • Check for imperfections and damage

Remember, no claims can be made after installation of tiles so please ensure tiles are checked thoroughly.

While extremely rare, if by chance something on your order arrives broken, please contact us immediately via email (sales@cheaptilesonline.com) with photos of damaged stock and one of our friendly staff will help to arrange a solution ASAP.

FREE* Samples

You can order a FREE*  10cm x 10cm sample of most tiles on our website. There is a $5.00 shipping cost per sample order. Once your sample order has been processed, you will receive a coupon code valued at $14.95 for you to use on your next order. Coupons are redeemable in-store and online. 

Certain products like pavers, trims or products that have a minimum quantity do not have a sample option.

Products that have samples available for purchase have a “Sample Button” located next to the “Add to Cart” button

There is a limit of 5 samples per order.

No, this is not possible, full sized tiles have a minimum order of 1 carton.

Tiles

Floor tiles can vary by 0.75% and still be within the Australian standard. A 400mm x 400mm floor tile can vary from 397mm to 403mm. Tile sizes are only ever given as nominal measurements.
A rectified tile has been cut after manufacture to ensure that it is 100% square. For example, a production batch of ceramic tiles which have been manufactured at 305mm x 610mm will all be re-cut to 300×600 at the same time to ensure they are all the same size and are truly square.

Tumbled tiles generally have an irregular edge. These tiles have been put in a large drum (like a washing machine) and tumbled, chipping away their edge and surface. This method is mostly used with natural stones. All tumbled tiles bear a soft, smooth and worn look. These tiles should be sealed before and after grouting. Tumbled edge tiles are ideal for people looking for an antique or a traditional worn look. These tiles are ideal for exterior paving

Vitrified means that the tile does not absorb water. Glaze vitrified means that the tile has also been glazed.

A non-vitrified tile is considered non-vitreous when water absorption exceeds 7%.

Outdoor tiles are exposed to harsher conditions and therefore need to be resistant to the elements, such as rain, frost and slipperiness.

Nano finishing is a pre-seal which eliminates the need to seal polished porcelain tiles after they are installed.

Glaze is made up of ground glass and colour pigments which are used to create unique designs. It is a surface covering that is vitrified by firing and strongly adhered to the ceramic or porcelain body tile.

Honed & filled finish stone tiles are essentially honed tiles, which have pits and other surface imperfections filled with grout of the similar colour to the natural stone. This gives the surface of the tiles completely smooth finish and makes them easier to clean and maintain than unfilled tiles. These tiles are ideal for use in outdoors, indoors, on floors, walls, showers, bathrooms, kitchens and pool areas.

Commercial tiles are generally priced in the cheapest price bracket as they are a mixture of first and second quality products which are graded by the factory at the time of manufacture. In most cases people buying commercial tiles should expect some slight colour and size variations along with some small surface imperfections. Laid using some basic knowledge the end result will still look great.

Ceramic tiles are a light weight clay-based tile. They are pressed at a lower pressure rate and fired at a lower temperature than porcelain tiles. This manufacturing process means they are always finished with a durable glaze which carries the colour and pattern. This glaze can be either gloss or matt and in some instances there can be an additive to the glaze to give the tile an external rating. The edge of a ceramic tile is generally not rectified which means the tiles should not be laid any closer than 3mm-5mm apart depending on the quality of the substrate.

Porcelain tiles are made using very fine, high quality materials with high silica content. Pressed at a high pressure rate and fired at high temperatures, they are typically much less porous than other tiles and do not always require sealing.

Porcelain tiles can either be glazed (with a gloss, matt or textured finish) or unglazed (with a natural, polished or textured finish).

Typically large format porcelain tiles are rectified which means that the tiles are cut after manufacture to ensure that that they are square. This allows for the tiles to be laid with a minimal grout line of 1.5mm as per Australian standards.

Mosaic tiles are very small tiles, typically less than 100mm square and are most commonly known as splashback tiles due to their popularity as a finish for kitchen and bathroom splashbacks. They are available in many different materials including porcelain, ceramic, glass, natural stone and others. They also come in various finishes.

Commonly sold pre-mounted on mesh or paper sheets around 300x300mm in size, these sheets can be cut down to generate a pattern when mixed with other tiles. For example a 300x300mm sheet of 50x50mm mosaics could be cut down into narrower strips and joined together end to end to create a feature in a shower wall.

Promotions & discounts

LOWEST TILE PRICE GUARANTEED*
Find a same stocked product elsewhere and we’ll guarantee to do better.
Stand out prices – that’s our guarantee.

*TERMS:
When comparing product quotes, delivery, taxes and regional costs must be included.

The quoted identical products must be in stock at the time of the comparison and any products with promotional, bulk buy/commercial prices or clearance discounts are excluded from this offer (see below for further exclusions).

Price matching cannot be used in conjunction with any other promotional discount or offer.

Samples are excluded from this policy.

Please note: Cheap Tiles Online reserve the right to withdraw the price promise or amend the terms and conditions of the price promise at any time. Price matching is at our discretion along with decisions on whether a competitor product is identical to a Cheap Tiles Online product.

Price beat guarantee only valid at time of purchase
*The following exclusions also apply:

  • Products for sale via auction (including eBay), stock liquidations, fire sale, sale or clearance
  • Blemished, refurbished, damaged, seconds or ex demonstration stock
  • Products distributed by unauthorised dealers
  • Advertising errors
  • Club, membership offers or special events, third party promotions or prices not available to the general public.
Please refer to our Sale Terms & Conditions page

Locations

Cheap Tiles Online doesn’t have stores of its own but we are represented by The Tile Collective which has 3  showroom locations:

  • Gold Coast: 203 Brisbane Road, Labrador, QLD 4215
  • Herston: 39 Butterfield Street, Herston, QLD 4006
  • Underwood: 20 Kingston Road, Underwood, QLD 4119

Each of The Tile Collective’s stores have access to the same stock but the Herston and Gold Coast showroom do have a larger display floor area so have a little more on display as we are able to fit more on the walls and racks. Other than that, they are the same 🙂

Payments

We accept Visa and  Mastercard. Our website processes credit card payments using NAB Transact Secure Gateway.

Visa Mastercard

We accept Paypal payments. You can choose to pay using your Paypal balance or a linked credit card.

Paypal

We offer the convenience of Direct Deposit to pay for your order. Make your payment directly into our bank account using your Order ID as the payment reference.

Your order are shipped once the funds have cleared in our account.

Banking details are supplied after placing the order on the order confirmation page.

At this stage, we do not offer any of these payment methods.

Products

An item listed as a “Economy Grade” will have failed quality inspection for cosmetic, rather than functional, reasons. It can vary from differences in the print from batch to batch, variances in the colour between batches and even small chipping or pimples in the glaze.
Yes, we are happy to check the stock on hand. Please call us on 1300 818 641 for further assistance.

No, this is not recommended due to internal tiles having no slip resistance.

Each product varies in the amount of tiles per box. 

Please contact us if you wish to enquire about a specific product, we are happy to check this for you.

Yes. This is correct. 

Please contact us if you wish to enquire about a specific product, we are happy to check this for you.

Depending on the area being tiled and your local council requirements, some spaces will require tiles that achieve a certain slip resistance rating. One of our friendly staff can assist you with your selection to ensure you are getting what you need.

Absolutely! Please send through your pictures and enquiries to sales@cheaptilesonline.com with any extra information you can give us on the tile. Including pictures of the back of the tile and the tile packaging with any codes and writing can be helpful in trying to find a tile suitable to match your needs.

Assistance

While we are able to help out with finding your measurements It is important to have the tradesperson completing your job perform a site measure and order according to their measurements. Always ensure additional tiles are added for wastage and spares.
We don’t officially recommend tilers, however, if we know of any tilers that work in your area, we are always happy to pass on their details. We recommend getting at least 3 quotes from licenced trades when you are looking installation services. While we may have details of a tiler in your area we do clarify that they are not associated with Cheaptilesonline.com in any way.

Unfortunately installation is not something we currently offer. However, if we know of any tilers that work in your area, we are always happy to pass on their details.  We recommend getting at least 3 quotes from licenced trades when you are looking installation services. While we may have details of a tiler in your area we do clarify that they are not associated with Cheaptilesonline.com in any way.

Need help or more info?

Privacy & Security

Please refer to our Privacy Policy page

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