FAQ
FAQs
You might be able to drive away with tiles right away, depending on your choice. Tiles are significantly heavier than most people believe, and we advise handling them as little as possible until they are laid. A car is deemed inappropriate for transportation of tiles and as safety is our number one priority, so our forklift driver will not load any tiles into your car. If your order is heavier, you’ll need to confirm you have the right vehicle for the job. We can’t load goods into an unsafe vehicle, onto a seat or in a vehicle with the back seats folded down, if in doubt just call us and we’ll ensure we get your order to you safely.
When you’re ready to place an order, you may either request an invoice for payment or go online and place an order straight through our website.
You will receive an SMS and an email from us once your order is ready for despatch, informing you of the despatch requirements.
Need Delivery? Please see the delivery options for further information.
All exchanges must be for the total quantity of tiles ordered in the first place. Returns and exchanges will not be permitted for partial returns, spares, or leftover tiles. We recommend advertising the tiles on Gumtree or Facebook Marketplace so that someone in the area can buy them. Returns are only accepted for an exchange. Please make your selection carefully, as refunds for change of mind are not available after an order has been placed. We urge consumers to use our Sample service in store to assist them in their decision-making process.
Within 30 days of delivery, all tiles can be swapped. On every exchange, there is a 30% restocking fee.
Iconic begins processing orders as soon as they are confirmed. Please make your selection carefully, as refunds for change of mind are not available after an order has been placed. To aid clients in their decision-making process, we recommend taking advantage of our sample service (sample fee applies), which ensures that you know precisely what you’re getting before placing your order. We do accept exchanges within 30 days after purchase, as per our exchange guidelines.
All returns for exchange must be for the entire quantity of tiles from the initial order. Partial returns, spares and leftover tiles will not be accepted for return or exchange. Please note – There is a 30% restocking fee on any exchange.
We can help! Our sales team have perfectly paired grout colours in the description of your tile choice.
Depending on your aesthetic and tile, a couple of grouts may go perfectly too. If you want to get a second opinion or want to think outside the box. We have over a dozen different shades to choose from, so call our team for free advice on (02) 9892 1720 or send us an email to sales@iconictiles.com.au.
TIPS Regarding Delivery
What to do when your delivery arrives
Inspect your delivery for damage. Your pallet should arrive securely wrapped in white film with orange SECURITY TAPE intact.
If this is not the case, please take a photo and contact us immediately.
Inspect your tiles:
- Verify: The finish, colour, size and pattern of the tiles match your order.
- Count: The quantity of the tiles match your order.
- Check: All boxes are labelled with the same shade and colour.
- Inspect: All tiles for defects or damage.
If defects or damage have occurred, we will gladly EXCHANGE or REPLACE them in accordance with our returns and exchanges policy below.
All claims must be notified to sales@iconictiles.com.au within 48hrs of delivery being made.
Include detailed photos that are required for insurance purposes.
Important notes:
It is the responsibility of the tiler under management of the builder and / or homeowner to check tiles before laying them.
Tiles are quoted in their nominal (approximate) size only. As an industry standard their actual size can vary by +/- 2 mm.
We can’t guarantee a wall tile and a floor tile will line up perfectly despite both tiles showing a nominal size, e.g ‘300×600’.
In the unlikely event your order arrives damaged, incorrect or faulty, We will replace the affected tiles.
All claims must be notified to sales@iconictiles.com.au within 48hrs of delivery being made to ensure replacements are from the same batch. Detailed photos are required for replacement/credit/refund purposes.
Bills & Payments
WHAT METHODS CAN I PAY ON?
We accept Mastercard, VISA, Amex, and cash. We do also accept payments over the phone and bank transfer.
Didn’t find the help you were looking for? Get in touch with us. Contact us
Handy Hints
- Choose your purchases/tiles CAREFULLY. ANY exchange, return or change of mind will incur fees/charges
- Samples are available to take home; some will have to be purchased.
But they are creditable on your next purchase! - ALWAYS buy extras (industry standard says 10%) for spoilage, cuts and SPARES – batches are SOLD through very quickly
Don’t Be Caught Short - We update our portfolio of tiles yearly; we do NOT carry old/older tiles so for matching tiles please visit a “Discontinued” Tile Shops
- We can assist with tile calculations.
These will be ONLY our best ESTIMATES
PLEASE: Re-check and re-calculate to avoid future shortages or extras - We recommend Glazed Porcelain = LOW MAINTANCE (NO sealing needed!)
- Choose the RIGHT color grout to enhance your tiles (we can help)
- The INDUSTRY has grown so quickly, but there are NEW & IMPROVED tools and methods to help achieve the professional/perfect finish! (Ask us about them!)
- Tiles are VERY heavy (ranging from 15-40kgs a box).
They are FRAGILE until laid, Safe transporting is important
Save your back, your car & get them delivered by a professional. (Inquiry with staff) - Have your tiles/products ONSITE well before your tiler is due to start.
