FREQUENTLY ASKED QUESTIONS

DO YOU OFFER DESIGN AND TECHNICAL ADVICE?

Yes, we do!

We are ceramic tile and floor covering experts, with over 30 years experience selling and installing the products that we now offer online at Alstonville Tiles & Floorcoverings. If you need design advice or technical information regarding the use or suitability of any product, then simply contact us below with your enquiry:

email: shop@alstonvilletiles.com or phone: 02 6628 6909 during business hours. – Our office is open from 8am – 5pm AEST. Monday – Friday. (Closed on public holidays)

CAN I VISIT YOUR SHOWROOM?

Yes, Alstonville Tiles & Floorcoverings operates a physical showroom located at 3-4/18 Kays Lane, Russelton Industrial Estate, Alstonville NSW 2478.

Our Showroom is open from 8am – 5pm AEST. Monday – Friday. and 8:30am to 12 noon on Saturday. (Closed on public holidays)

Our spacious, air conditioned showroom in Alstonville, boasts the region’s most comprehensive range of ceramic tiles and floor coverings, catering for all tastes and budgets. There is easy access via the new Alstonville Bypass with ample off-street parking available. Customers are also able to request physical samples of our products prior to purchasing, in order to confirm their suitability with regard to colour, texture and quality.

DO YOU SUPPLY PRODUCT SAMPLES?

Yes, Alstonville Tiles & Floorcoverings will provide up to three (3) Product Sample Swatches ~ 100x100mm in size, when it is possible to do so, and post these free of charge to your address. These are provided so that customers can confirm the suitability of the product regarding colour and surface texture, prior to placing an order. Sample swatches of some large format products may not be always be available.

Simply ‘click’ on the ‘Request a Sample’ Button found on every product page, and fill in the Sample Request Form, we will then do our best to arrange for the samples to be sent to you.

Please note that we may not respond immediately as our office is open from 8am – 5pm AEST. Monday – Friday. (Closed on public holidays)

Samples should be viewed in conjunction with the images used throughout the website, both of which are intended to provide an indication of the degree of variation likely to be expected in colour, pattern, shade, and texture within individual products and series.

Manufacturers intentionally produce ceramic tiles and other flooring products to closely resemble natural materials such as stone and timber; the more realistic looking the product, the more variation will be present.

Some manufacturers and distributors have started to adopt a colour variation guide. This guide rates ceramic tiles on a four-point scale ranging from V0 through to V4. With the V4 classification displaying the highest degree of variation from piece to piece. We have adopted this method throughout our website, where possible.

  • ‘Full-tile‘ samples can also be provided, when available, Free of charge if your visit our showroom in person.*Please check sample availability with our staff first.

HOW DO I KNOW IF THE PRODUCTS I WANT ARE AVAILABLE?

As our products are sourced from multiple suppliers and warehouse locations across the country, we do not have ‘live’ access to individual stock inventory levels, therefore it is important that you check the availability of the product/s you wish to purchase, prior to placing and paying for your order.

To do this, simply ‘click’ on the ‘Check Availability’ Button found on every product page, to send us an email requesting a stock availability check before you complete a purchase.

Please ensure that your email request includes the Name, Colour, Finish, Size, and Quantity required, for each product being checked. We will then carry out a stock check on your behalf and get back to you via return email with the status of each requested item.

Please note that we may not respond immediately as our office is open from 8am – 5pm AEST. Monday – Friday. (Closed on public holidays)

HOW ARE YOUR PRODUCTS SOLD?

All tiles and flooring products are priced and sold in full box lots only. – NOTE: Most boxes contain more than 1 m2 of product.

When you select a product option, our system will display that product’s box-quantity information. When you enter a quantity into the Required Area field (sq metres), the system will round that quantity up to the next full box. It is important to note that your Shopping Cart will only display the number boxes you have ordered and the cost per box; not the number of square metres or the price per square metre.

HOW DO I CALCULATE THE QUANTITY I NEED TO ORDER?

Measurements and quantities should be thoroughly checked by your builder, tiler, or flooring installer, before placing your order.

AREA is calculated using the following simple formula: A = (L) Length x (W) Width.

For example: if a room measured 10 meters in Length and 5 meters in width, the floor area of that room would equal 10m x 5m = 50 square meters.

ACCESS AREA CALCULATOR TOOLS HERE.

If you are calculating Wall area, then you simply multiply the Length of the wall by its height, or the height you intend tiling up to. Do this for each wall that you intend tiling, and add the results together to get your total.

Now you have calculated the square meterage, it’s important to allow for some extra tiles to cover wastage from cutting and breakages. Extra tiles will also be valuable if your run out midway though the project, and to keep for any future repairs that may become necessary.

Multiply the square meterage you estimated by 7 to 10%, this is the minimum actual square meterage you should order for your project. – Some projects may require that even more wastage be added, 12 – 15%. This is especially important when using tiles that feature repeating geometric patterns, these require that the pattern be maintained, and therefore your off-cuts are often unable to be utilised.

As tiles and floor coverings are packaged in boxes containing varying quantities, our system displays the number of square meters (m2) contained within a box, for every individual product that we sell. Simply divide your total square meterage, including wastage, by the product’s box quantity to arrive at the number of boxes you will need to purchase.

For example: If you required a total of 12 square meters of floor tiles and the box quantity of the product you wanted to purchase was 1.44 square meters/box, then 12m2 divided by 1.44m2 = 8.333 Boxes…

You would therefore have to order 9 full boxes, in which case you would actually receive 12.96 square meters of floor tiles. – (9 Boxes x 1.44m2 = 12.96m2)

Remember that it is the responsibility of the customer to ensure enough goods are purchased to complete their project. Alstonville Tiles & Floorcoverings cannot guarantee the future supply of any product.

If you can provide us with detailed plans or diagrams, then are able to help determine quantity requirements for you. Plans must be drawn to a scale to allow us to take measurements and convert them, so we know what size things will be in real terms. The most commonly used scales are: Scale 1:100 = 1cm on your plan denotes 1 meter in reality and Scale1:50 = 1cm on your plan denotes 50 cm in reality.

WHAT PAYMENT METHODS DO YOU ACCEPT?

Payment is via PayPal… you can still use PayPal to pay with your credit card, even if you do not have a PayPal account. – it is safe and secure!

HOW ARE YOUR PRODUCTS DELIVERED?

All deliveries within our local region are handled in-house by our own delivery personnel and are subject to Alstonville Tiles & Floorcoverings Safe Delivery Policy.

Any requests for interregional or interstate deliveries will be considered and quoted individually on a POA basis only, using third party freight solutions. As nearly all of our products are delivered on a pallet or skid, these deliveries will be performed by vehicle with a hydraulic tailgate and deliveries will only be possible to the curb side. For insurance reasons, third party delivery drivers are unable to hand-unload the goods. We recommend that you arrange for your installer or others, to help on site if you need to move the products to locations further into the property or upstairs.

We also offer FREE local pickup from our Alstonville Warehouse facility during normal business hours. Our warehouse is open from 8am – 5pm AEST. Monday – Friday. (Closed on public holidays)

ARE THERE ANY AREAS WHERE YOU DO NOT PROVIDE A DELIVERY SERVICE?

Whilst we try to offer a door-to-door service where possible, there is a possibility that we will not be able to offer a delivery service to some locations. – We will advise you if this proves to be the case. Please contact our customer service team via email: shop@alstonvilletiles.com or via phone: 0266 286909 during normal business hours for more information. Our office is open from 8am – 5pm AEST. Monday – Friday. (Closed on public holidays)

With the exception of sample swatches, we do not deliver to Post Office Box addresses.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Once your order is paid for you will receive an Estimated Time of Arrival (ETA), your order could take 10 – 15 business days or more to arrive, depending on where the goods need to be despatched from. Some orders may include products coming from multiple warehouse locations, and therefore would arrive separately and at different times. If you live in our local region, we will contact you to schedule a suitable delivery time.

Any requests for interregional or interstate deliveries will only be considered and quoted on an individual POA basis, using third party freight solutions.

CAN I TRACK MY ORDER?

Tracking is not provided on orders subject to local in-house delivery by Alstonville Tiles & Floorcoverings. If any interregional or interstate delivery is possible, then we will advise on an individual case by case basis if tracking is available.

HOW MUCH DOES DELIVERY COST?

Our local delivery charges are dependant on you location and which delivery zone it falls under. This is determined during checkout and the costs are based on your location’s postcode.

Any requests for interregional or interstate deliveries will be considered and quoted individually on a POA basis only, using third party freight solutions.

WHAT SHOULD I DO IF MY ORDER DOES NOT ARRIVE?

If more than 10 – 15 business days have expired since placing your order, then you should contact our customer service team, quoting your order number via email to: shop@alstonvilletiles.com or via phone during normally business hours on: 02 6628 6909

Our office is open from 8am – 5pm AEST. Monday – Friday. (Closed on public holidays)

WHAT SHOULD I DO IF MY GOODS ARRIVE DAMAGED OR FAULTY?

All claims must be made within two (2) business days of receipt of the goods. Please document any damage or issues clearly, via photographs and email those to us at shop@alstonvilletiles.com this will help us ascertain the likely cause and validity of the claim, and help us to improve our future service. If we find that your claim is reasonable and that the products are still in their original packaging, then Alstonville Tiles & Floorcoverings will arrange return shipping and replacement of the affected product.

Remember that the installation of products displaying obvious faults or damage, constitutes your acceptance of the goods for quality, colour, texture and design, and no consideration will be given to any claims under these circumstances.

DO YOU ACCEPT RETURNS?

Alstonville Tiles & Floorcoverings does not accept returns for change of mind, spare or left-over product. 

Returns will only be considered for incorrect supply, and for damaged or faulty products. In which case all claims must be made within two (2) business days of the delivery date, otherwise they will not be considered.

We commence orders immediately upon payment. Please choose carefully, as refunds or exchanges will not be given once an order has been placed.

To assist customers in the decision-making process, we encourage customers to utilise our sampling service, or to visit our physical store, so they know exactly what they are getting prior to placing an order.

If you are left with any spare or unwanted products, we suggest that you list them for sale on free sites such as Gumtree or Facebook Market Place.

CAN MY ORDER BE STORED?

Products sold online by Alstonville Tiles & Floorcoverings, will not be held in storage unless by prior arrangement with the management, in which case warehousing fees may be applied.