Frequently Asked Questions

You can get up to four tile samples in one order. Most of our samples are generous size, the 200 x 200 mm tiles come as a full tile.

Sample orders are typically dispatched within 1-2 business days. Delivery then takes a few more days depending on your location, usually within a week or so. If it hasn't arrived by then, just get in touch.

Yes - we deliver sample orders to PO Boxes and Parcel Lockers, as well as home and work addresses.

We have our showroom and factory in Mulgrave, Melbourne, come and visit us if you are close by. Our lovely customer service team will help you out with your samples and the best thing is - they are free of charge!

We are a ‘Make to Order’ business. This means your order is made specifically for you. Once you place your order, after 24 hours (and payment terms are met), your order will be sent to production in an assigned manufacturing run and will be shipped with a batch number. A batch is a group of tiles produced under identical conditions, using the same raw materials, digital decoration file, glazes, and kiln cycle.

Planning is key! Be sure to order enough tiles for your whole project. If you come back later to order more of the "same" tile, it will be made in a different batch, and while it’ll be close, it might not match perfectly. That’s because each batch can have slight differences in shade and tone — it’s part of the charm (and nature) of ceramic production.

Don’t worry — all batch variations are within the approved standards of AS 13006:2020, covering colour tone (tonality), size (calibre), and surface finish. We make sure it’s consistent where it counts: we work to our own colour standard, and every order is inspected against it before it leaves the factory, alongside our other quality checks. Anything we judge outside that range is held back — but every batch still has its own personality!

Measure the area, then order by piece or by square metre, using the tiles per m² shown on each product page to work out the quantity. It's generally recommended to add 10% on top for cuts, offcuts and future repairs — for more complex layouts, like diagonal or herringbone patterns, 15% to 20% wastage is recommended. You'll find a wastage option when you add the tile to your cart. If you're working with a builder or tiler, you should confirm the exact quantity with them.

Allow up to three weeks in production, plus about a week for delivery depending on your location. This is a guide rather than a fixed date - your tiles may be ready sooner. We'll email you when your order is dispatched. Please check current lead times with our Mulgrave Showroom.

You can cancel your order within 24 hours, after which we go to production. Please contact our Mulgrave Showroom if there is a problem with your order placement.

You can make changes to your order within 24 hours, after which we go to production. Please contact our Mulgrave Showroom if there is a problem with your order placement.

Sample orders are a flat $20 for up to four samples, which includes postage. For product orders, delivery cost is based on your postcode and the total weight of your order - add the tiles to your cart and enter your address at checkout to see the exact cost before you pay. We deliver across every state and territory in Australia.

Installation is arranged by you or your own licensed tiler - we don't offer an installation service or installer referrals. A few things are worth passing on to them: your order is made in a single batch, so it's best to order the whole job at once (see "Why is ordering the correct quantity so important?"); check the Suitability and Slip Rate on each product page before deciding where a tile goes; and we can't accept returns for installation errors, so it's worth having your tiler check the batch before they start.

Variation is the amount of colour and pattern difference from tile to tile. It's rated V1 to V4 - a natural stone look has more variation, a single colour glaze has less.

Rectified edge on a tile refers to a tile which has been precision cut to size and the edges are square. This is often desirable as the grout lines can be narrower and the grout can be level with the tile.

Rounded and pillow edge tiles are often more economical and sometimes the difference is hard to notice.

The main difference between porcelain and ceramic tiles is their composition, manufacturing process, and overall durability:

• Porcelain Tiles are made from a more refined, denser clay and are fired at a higher temperature than ceramic tiles. It typically contains sand, feldspar, and other minerals.
• Porcelain tiles are more durable and water-resistant, making them suitable for high-traffic areas or wet environments.
• Ceramic tiles are easier to install, but generally less durable and better suited as wall tiles.

Gloss and satin finishes in our range are generally used on walls, including splashbacks and feature walls, where their surface and light-reflecting qualities work well. Many matt tiles are suitable for both floors and walls, and some have slip ratings suited to higher-traffic areas. Satin Matt is generally used on walls, although some products may also be suitable for floors. Because suitability varies by individual tile, always check the Suitability and Slip Rate shown on the product page before ordering.

Different tile sizes create a different look and feel — larger tiles can make a space feel more open with fewer grout lines, while smaller tiles add more detail and texture. The right size often comes down to the room and your own taste, and it can vary from project to project. If you're unsure which size will work best for you, don't hesitate to get in touch — our team is happy to help you choose.

No - porcelain and glazed ceramic tiles have low water absorption, so they don't need sealing.

The grout between them does: it's porous, so we recommend sealing grout lines to prevent staining and mould.

We want you to be satisfied with your purchase. Because our tiles are made to order, we ask that you inspect your goods carefully upon delivery. Returns are only accepted under specific conditions outlined below.

You may request a return if:

    The goods do not match your order in terms of quality, colour, design, shade variation, or quantity.

    The goods are defective or faulty, as permitted under Australian Consumer Law (ACL).

Please note: We do not accept returns for change of mind, installation errors, or damage caused during transit.

If you believe your goods qualify for a return:

1. Notify us within 14 days of receiving your order.

2. Provide your original invoice number and a description of the issue.

3. Our team will assess your claim and, if approved, we will either:

 Replace the goods, or

 Issue a refund or store credit — at our discretion.

You are responsible for return shipping costs, unless otherwise required by law.

We do not accept liability for goods damaged in transit, and no credit or compensation will be issued for such items.

Approved refunds are typically processed within 5–10 business days after we receive the returned goods.

This policy is subject to our full Terms & Conditions, including clauses on exclusions, limitations, and statutory rights under the ACL.