FAQs

The Tile Collective is a family-owned Australian tile supplier with over 30 years of industry experience, supplying quality tiles for residential and commercial projects across Queensland and Australia-wide.

Yes, we’re proudly family-operated with decades of tile industry expertise.

Yes, our showroom teams provide complimentary tile selection guidance to help you choose the right tiles for your space.

Yes, you can book a dedicated design consultation here.

Yes, general tile selection advice in-store or via phone, email or web chat is complimentary.

You can contact us via phone, email, our website contact form, or through our live web chat which is a two-way SMS service.

Yes, we aim to respond as quickly as possible during trading hours.

We have locations in:

• Herston (QLD)
  
• Underwood (QLD)
  
• Underwood Factory Outlet (QLD)
  
• Labrador (QLD)
  
• Woodridge Distribution Centre (QLD)

Please refer to your local showroom page for the most up to date trading hours, as they vary by location.

Not at all, walk-ins are welcome during trading hours.

Yes, you can browse and purchase tiles directly through our website.

Add your selected tiles to cart, enter your square metre quantity and proceed through checkout.

If freight does not appear for your postcode, please select Direct Deposit and Request Quote, and our team will contact you with a freight price before processing.

Yes, collection is available from selected showroom and warehouse locations once your order has been confirmed as ready. Please refer to our Collections section below for vehicle and loading requirements.

We accept all major credit cards as well as Direct Deposit.

Yes, payments are processed via secure encrypted systems.

Minimum order quantities and delivery minimums may apply depending on the product and delivery address.

Please contact us as soon as possible.

Changes may be possible if your order has not yet been processed, picked or dispatched. If your order has already been processed, restocking fees may apply.

For full details, please refer to our Refund Policy.

Yes, you can order up to five individual tile samples online, delivered to your door for a flat rate of $14.95.

Yes, we offer curated sample bundles featuring two pre-matched tile selections to help simplify your decision-making.

Samples allow you to confirm colour, texture and finish in your own lighting before committing to a full order.

Colours may vary slightly depending on screen settings and lighting conditions. We recommend ordering samples to confirm your selection.

Sample orders are dispatched as quickly as possible. Once shipped, tracking details are emailed via Australia Post.

If you cannot locate your tracking details, please contact us with your order number and we’ll assist.

Please contact us with your order number and we will investigate the status of your delivery.

Measure your area in square metres and allow an additional 15% for wastage due to cuts and breakages.

Yes, our team can assist with grout colour recommendations.

For added convenience, most product pages include a recommended grout option within the product information section.

Slip ratings are listed within the product information section on each tile listing.

Please note that slip ratings are indicative only and may vary between production batches. If you require a current slip test report, please contact our team for assistance.

Yes, slip test reports may be available upon request. Please contact our team and we will assist where possible. Requests are processed on a case-by-case basis.

For outdoor areas, we generally recommend a slip rating of P4 or higher, particularly for areas exposed to water such as pool surrounds or uncovered surfaces.

We recommend confirming compliance requirements with your builder or certifier where applicable.

View our Tile Care + Maintenance Guide here.

Yes, we deliver Australia wide.

For full details, please refer to:

Delivery Policy

B2B Delivery Policy

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.

Yes, freight costs are calculated based on order size, weight and destination.

Please refer to our Delivery Policy pages for full details.

B2B Delivery Policy

Tracking is provided depending on the delivery method:

• Sample orders are sent via Australia Post and tracking is emailed once dispatched.
  
• Orders delivered by our in-house drivers include Radaro tracking updates.
  
• Interstate orders sent via our third-party freight providers may include tracking depending on the carrier.
  

If you have not received tracking details, please contact us with your order number.

Please note:

• Live tracking is available once the driver is on route
• Specific timed deliveries are not available
• We strongly recommend booking your tiler for the day after delivery, just in case of unforeseen delays

Please contact us with your order number and we will check the status of your delivery.

Orders are processed as quickly as possible. Dispatch timeframes may vary depending on stock availability and delivery location.

Please contact us with your order number for an update.

Please contact us with your order number and we will investigate with the freight provider.

To keep deliveries running smoothly:

• Any cancellations after 2pm the business day prior to delivery will incur a re-delivery fee.

This includes:

• Unsuccessful deliveries
• On-board cancellations
• Site access issues

Our deliveries are completed using a Moffett truck-mounted forklift, which allows us to safely unload heavy tile orders.

Please ensure:

• Clear, safe access to the delivery location
• Minimum access width of 2.4m and adequate height clearance
• Level, stable ground suitable for forklift operation

If site access is unsafe or unsuitable, delivery may be unsuccessful and a re-delivery fee may apply.

For apartment or unit deliveries:

• A safe, practical, designated drop zone must be provided
• Our drivers do not hand-unload tiles
• Tiles will be delivered to the approved drop zone only

Please arrange building access and approvals ahead of time to avoid delays.

If you have questions about access, delivery suitability, or timing, please contact your local showroom before delivery day — we’re always happy to help.

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, please contact us immediately.

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.

Please take clear photos of the damaged goods and packaging and contact us as soon as possible or Submit a Warranty Claim so we can assess and assist in line with our policies.

Good news: breakages are covered when we deliver.

If you notice any damage:

• Contact your showroom as soon as possible
• Breakages must be reported promptly so we can assist

Yes, collection is available once your order has been confirmed as ready. Please wait for confirmation before attending.

Please ensure:

• You have received confirmation that your order is ready
  
• You bring your order confirmation and photo ID
  
• Your vehicle is suitable for transporting tiles safely
  

Orders are generally packed on a full pallet (approximately 1200mm x 1200mm) and loaded by forklift.

We are unable to hand-load tiles into vehicles.

If you are unsure whether your vehicle is suitable, please contact our team prior to pickup.

Orders are loaded by forklift onto appropriate vehicles. For safety reasons, we may be unable to load vehicles that are not suitable.

Returns may be accepted subject to policy conditions.

Please refer to our Refund Policy.

Restocking fees may apply in some situations. Please refer to our Refund Policy for full details.

Return freight responsibility depends on the reason for return and policy conditions.

Please refer to our Refund Policy for full details.

All purchases are subject to our Terms + Conditions of Sale.

All products are covered under Australian Consumer Law.

For full details, see our Product Guarantee page.

Please refer to our Warranty Claims page for the process and requirements.

Please contact us with your order number and clear photos so we can assess the issue in line with our Warranty policy.

Yes, trade accounts are available for eligible builders, designers and contractors. Please contact us to apply.

Yes, please review full details and eligibility here.