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Frequently Asked Questions
I have ordered the wrong tiles, what do I do?
Please reach out to us ASAP so we can assist you. Please ensure you have your order number handy. You can either email us at info@kwtiles.com.au or call us at 02 9792 6844. Alternatively, if you made the purchase in store, feel free to contact your sales representative for assistance.
Is it possible to modify an existing order?
To make changes to an existing order, please contact us ASAP. Depending on the status of your order, we may be able to accommodate amendments. You can reach us by calling 02 9792 6844 or emailing us at info@kwtiles.com.au. We're here to assist you, at any stage of you order process.
Can I cancel my order?
To cancel an existing order, please contact us ASAP. You may have the option to cancel an order that has not yet been delivered.
Can I order additional tiles if I haven’t ordered enough?
Please contact us on 02 9792 6844 or info@kwtiles.com.au as soon as you realise you require additional tiles. We will do our best to provide the same batch as your previous order as variations occur between batches. However, if we have run out of your batch a new batch will be supplied where available. We suggest ordering 15% wastage to avoid the risk of underordering.
How do I check stock availability?
Please contact us on 02 9792 6844 or info@kwtiles.com.au for stock availability. While we do our best to ensure high stock levels it is always best to check there is enough stock available for your order.
What is the delivery timeframe?
KW Tiles provides a 1-2 day turnaround for tile deliveries within the Sydney metro area. For flooring, the turnaround time ranges from 2 to 10 days. Please contact us for further information or deliveries outside of Sydney metro on 02 9792 6844 or via email at info@kwtiles.com.au.
Can I pick up my order?
Yes! Provided you have a suitable vehicle. Collection times and locations vary. Please contact us for further information on 02 9792 6844 or via email at info@kwtiles.com.au.
Can I return my order?
Please see our returns policy for further information.
Can I return a customer or indent item?
Please be extra sure when ordering custom, indent or special order products as they cannot be returned. Custom products are any non-stocked items.
What products should I use to clean my tiles?
We suggest using the Aqua Mix Concentrated Stone & Tile Cleaner for your regular cleaning needs, and the Aqua Mix Heavy-Duty Tile & Grout Cleaner for tougher stains and periodic deep cleaning.
What is the difference between porcelain tiles and ceramic tiles?
Porcelain tiles are merely a form of ceramic tiles. Whilst the preparation of ceramic and porcelain tiles are similar, it is the pressing and firing process which results in the porcelain tile having the superior characteristics of being much stronger and less porous, generally with a water absorption rate of 0.5% or less. Porcelain tiles can often be used for floor and wall applications whereas ceramic tiles are most suitable for walls.
What is variation or “V rating”?
The "V rating" refers to tile variation, which indicates the degree of colour and pattern differences among tiles in a batch. Ratings range from V1 to V4:
- V1: Minimal Variation
- V2: Slight Variation
- V3: Moderate Variation
- V4: Substantial Variation
Do I need to seal my porcelain or ceramic tiles?
Porcelain and ceramic tiles generally do not need sealing. However, exceptions exist; for instance, tiles with a crackle finish may require sealing before grouting. It's advisable to consult your sales representative to determine if your tiles need sealing.
Do I need to seal my natural stone tiles?
Yes, it is typically recommended to seal natural stone tiles. Sealing helps protect the stone from stains and other potential harm, making it easier to clean and maintain. However, the specific sealing requirements may vary depending on the type of natural stone and its location (e.g., indoor or outdoor). It's best to consult with your tile supplier or a professional installer to determine the appropriate sealing regimen for your natural stone tiles.