Frequently Asked Questions
Do your prices include VAT?
Yes all prices on our website and in our brochure include VAT.
Do your prices include delivery?
No, our prices do not include delivery charges. Standard delivery within England and Wales starts from £78 per pallet including VAT for stone and parquet. Our planks come on a double pallet, due to the length, so are charged at £156 per pallet. Some postcode exclusions apply. POA for delivery to Scotland and Ireland addresses. We are also able to ship to mainland Europe and ports worldwide.
What is the lead time from ordering?
We try to hold most products in stock, so there is generally a 3-4 working day lead time. We also offer an express service which is 1-2 working days for a small additional charge. If the goods are out of stock, lead times will vary but are generally between 2-8 weeks. We cannot guarantee a date for out of stock items, due to reasons beyond our control.
Products in our Planks & Parquet range are produced to order, so have a lead time of around 3 weeks. Please ask our sales team for more information.
Can you reserve stock?
No, we are unable to reserve stock without full payment. Once payment is made and the order confirmed, we can hold stock for up to 4 weeks from ordering
Can you guarantee a colour?
As all of our stone is completely natural, we cannot guarantee the colour. Each tile will vary in tone and colour. This adds to the beauty of the stone, as this is a look which can never be achieved with a man-made product. We will pack your whole order from the same batch, in order to minimise variation as far as possible, but there will still be natural colour variation within the batch.
We recommend to dry lay and blend the tiles before installation. This means you can be selective about the tiles you use in certain areas eg favoured tiles in more prominent areas and others in more discreet locations. It also means that colours can be mixed so it doesn’t leave the floor looking patchy.
Our Planks & Parquet range is made from oak, so again there will be natural variation in colour, texture and tone, as well as grain and knot detail expected in wood. Your order will be made in one batch, to minimise variation as far as possible.
Will my order look the same as my sample?
We send out free samples of our natural stone and porcelain tiles and wood flooring, to give you a feel for the product and to give an indication of the colour and finish of the tile, block or plank. However, we do not recommend that you base your entire colour scheme on a sample, as colours will vary and it will not show all variation possible in the product.
As they are natural products, stone and wood will vary in colour. Samples should only be used as a rough guide, as it is hard to give a full idea of what you will receive from a 10cmx10cm sample. Tiles and wood will vary from batch to batch so we cannot give a total overview of the characteristics and colours which may be present in the sample. As a guide, we have a range of images of all of our products on our website along with a description; a display of all of our products in our showroom in Loughborough and our sales team are also happy to give you more information, to help with your decision.
What is FL?
FL means “free-length”. This is a pattern which is available in some of our tiles. It means that the widths of the tiles are consistent, but the lengths of the tiles vary. This gives a more random layout to the floor
What is an opus pattern?
An opus pattern is one of several laying patterns which uses at least three different sized tiles for a random appearance. This pattern repeats across the floor in a set pattern and can break up large areas or contribute to a more rustic finish. If a tile comes in an opus pattern, the diagram and sizes will be specified on our website on the specific product page. The opus pattern needs to be laid by eye (not with spacers) with varying sized grout lines in order to make the pattern work. We would recommend dry laying a few packs before installation, in order to determine the optimum spacing.
Can your tiles be used on walls?
Some of our tiles can be used on walls. Generally, we say anything 12mm or less in thickness is suitable for the wall. We always encourage customers to seek the advice of a professional tiler who is able to assess the area prior to installation.
Do the tiles need sealing?
Yes, we would recommend sealing natural stone tiles once before and once after grouting. This way, both your stone and grout are protected. We recommend sealing poreclain tiles with one coat of FOS water-based natural stone sealer. If sealing a polished porcelain, you will need to remove the protective nano seal layer prior to sealing; we recommend using FOS stone & tile intensive cleaner to do this.
How often do they need sealing?
If you use our FOS natural stone sealer, the tiles will need sealing every 3-5 years, depending on traffic.
Does wood need sealing?
Our planks all come fully finished, so are ready to walk on from the day they are installed.
Our parquet is semi finished, so will need finishing with two coats of our hardwax oil, to ensure all cut edges are sealed.
How can I clean my stone tiles?
You cannot use any harsh chemicals to clean the tiles, as this can strip the sealer and damage the stone. The tiles will need regular sweeping and mopping, and as long as they are sealed properly, should be easy to maintain. We recommend using FOS stone & tile aftercare cleaner to clean the tiles.
How can I clean my wood floor?
All that is needed to clean the floor is a vacuum (using the nozzle) or soft brush to remove dust and loose dirt, then a damp mop with our Planks & Parquet Floor Cleaner, diluted as directed. In high traffic areas, we would also recommend an application of maintenance wax or equivalent every 3-6 months, to keep the floor in top condition.
Is there a minimum order quantity?
No, there is no minimum order quantity, we sell to the nearest tile, pack, block or plank.
How can I place my order?
We take orders over the phone, online or you can of course order in person at our Cotes Mill showroom. Please note, orders taken online are not confirmed until you have spoken to a member of our sales team to discuss delivery information, confirmed stock and to ensure you are happy before proceeding. Our opening times are 8:30am-5pm weekdays and 10am-5pm Saturdays. If you would like to speak to a member of our knowledgeable sales team, please call 01509 234000.
How do I get a quotation?
We have a ‘Request a Quotation’ button on each product page, which you can fill in. Alternatively, you can ring us on 01509 234000 or email firstname.lastname@example.org with your requirements.
How can I pay?
We accept payment via BACS, debit card or credit card. We do not accept American Express.
Do I have to have delivery immediately, or can you hold my order?
The lead time for most products is 3-4 working days, however, if you do not need the goods immediately, we can hold the stone for up to four weeks allowing you to arrange a convenient delivery date. Please note we require full payment to hold the goods and tiles cannot be reserved without full payment.
Can I collect my order?
Providing the item is in stock in our Loughborough yard you are welcome to collect from our Cotes Mill premises. Please call beforehand to check stock and please note that the yard is only open Monday – Friday 8:30am – 4.30pm. It is closed on Saturdays. Please also bear in mind the weight of the product and ensure you have a vehicle with the capability to take the weight to ensure the safe transportation.
How much should I allow for wastage?
We recommend allowing at least 10% extra in your measurements, so you have enough for off cuts, damages, wastage and if any tiles have variation that is not to your liking. We also recommend allowing 10% extra for our parquet range and 5% extra for our planks.
Can I use underfloor heating with my floor?
Yes, you can use both wet and electric underfloor heating systems with natural stone tiles and porcelain tiles. We recommend using flexible adhesive and grout (the products we sell are suitable for this use) and a decoupling membrane, such as Decomat PRO Matting, to allow for movement as the floor heats up and cools down. For further information please call to talk to one of our friendly sales team.
You can also use underfloor heating with our Planks & Parquet range, as long as installed correctly. Please speak to a member of our team for more information.
How hard wearing is natural stone?
Whilst there are no guarantees offered with natural stone, as long as the stone is installed and maintained correctly, natural stone should last a lifetime. We advise to use a professional to install the tiles, ensure they are sealed correctly and cleaned with suitable products.
Is stone high maintenance?
No. Once installed and sealed correctly stone isn’t high maintenance. You should follow advice on cleaning and maintenance. Some of the natural stone we sell contains filler. Filler is present where natural voids once were and they have been filled at source with a grout or resin. It is perfectly normal that over time holes may appear in filled areas and this is easily rectified with a travertine repair kit.
Is natural stone suitable for my kitchen?
Yes, as long as the stone is sealed correctly, it will be fine for everyday life in a kitchen environment. It may require occasional maintenance. When you seal the stone, it helps protect the tiles from oil and water based stains, so they don’t absorb in and permanently stain the stone. We recommend using FOS natural stone sealer, which has been tested with all of the natural stone tiles we sell.
Can your tiles be used inside and outdoors?
All of our tiles are suitable for internal use, apart from our landscape range, which is only suitable for external use. Some of our other tiles are also suitable to be used externally. On our website, it will state under ‘further information’, if the stone is suitable for external use. Alternatively, you can call and speak to a member of our sales team, who can offer more advice. Generally it is our larger limestone and sandstone flagstone tiles which are suitable for external use, however, there are other tiles which are suitable. All of our porcelain tiles are also suitable to be used externally.
Where can I fit a wood floor?
Our floors can be used in nearly any room, providing it is free from damp and all plaster and concrete is fully dry. It is not recommended to use wood flooring in bathrooms or areas of high humidity.
Can I fit my floor on the day of delivery?
Our natural stone is packed wet at the quarry so will often arrive with the customer still damp. We recommend allowing 48 hours for the tiles to dry out so you can see the true colour before laying.
Our Planks & Parquet range needs to acclimatise in the property it is being fitted in for 7-14 days prior to installation, in order to adjust to the atmospheric conditions of your home.
What is the difference between ceramic tiles and porcelain tiles?
The main difference is that porcelain is a much denser material, so is suitable for use in heavy traffic areas and also externally. Porcelain is a much less porous material than ceramic. Ceramic tiles have a glaze added to the face of the tiles, whereas most porcelain tiles have the colour running all the way through (full-bodied). This means even if you were to chip a porcelain tile, it would be difficult to see.