Information and Advice

Please browse through our FAQ before contacting us regarding technical issues. If you require further information please e-mail us your query using the Contact Us page.

Question:  Do you provide a callout service?
Yes, we provide a callout service, which is free of charge. We arrange appointments to suit both the customer and us, in order to measure, advise and provide quotations.


Question:  Can I return any unused tiles?
Unused stock tiles can be returned in full boxes only, in a saleable condition and within 1 month of purchase. Special Order tiles cannot be returned.


Question:  Are the tiles stock items – how long for delivery?
Approximately 95% of all tiles displayed on the web site are carried in stock & can be despatched for delivery or collected from your local store within 3 working days. Special order items may take between 3 – 5 weeks.


Question:  Can I tile onto a wooden floor?
No problem with tiling onto a wooden floor, but the floor must be overlaid with plywood boarding or an alternative product like ‘No More Ply’, and a flexible adhesive and grout are to be used.


Question:  Can I buy single tiles or do I have to buy complete boxes?
Yes, you can buy single tiles.


Question:  Do you deliver and is there a charge?
Orders can be delivered or collected from your local store. Our delivery charges are based on the value of the order and can be viewed within our delivery policy. There is a minimum delivery charge of £8.50.


Question:  Do you provide free samples?
We will provide up to three free samples, but you will be charged for postage and packing.


Question:  If I supply the measurements could you calculate the area for me?
Please contact our advice line on 01487 825300 for assistance with calculating your tile requirements.


Question:  Can I tile over existing tiles?
Yes, providing that the existing tiling is firmly bonded to the existing background. You will have to clean the existing tiling thoroughly and degrease them before fixing the new tiles.


Question: How long should I wait before tiling/levelling a newly installed Anhydrite screed?
Anhydrite screeds are becoming increasingly popular in a wider range of commercial and domestic situations. They provide a very good substrate for the installation of water pipe under floor heating systems because they are very stable during repeated heating/cooling. When tiling onto or levelling an Anhydrite screed it is very important to follow the instructions below:
– The Anhydrite screed must be confirmed dry via consistent moisture content /relative humidity readings before tiling/levelling can take place. The relative humidity reading must be below 75% or the moisture reading must be below 0.5%. As a general rule of thumb, an Anhydrite screed dries at a rate of 1mm per day for the first 40mm depth of screed and 1mm per 2 days for every mm over a screed depth of 40mm. However, Tilemaster Adhesives have developed two products, the Anhyfix and Anhylevel, which will allow you to tile/level an Anhydrite screed with a relative humidity reading of >85%.
– The Anhydrite screed must be mechanically sanded/abraded to remove the laitance from the surface of the screed.
– We would recommend to remove the laitance from an Anhydrite screed after as little as 7 days after the screed has been applied. Early removal of the laitance can help to “open up” the pore structure of the Anhydrite screed and could potentially help to quicken up the drying time of the screed.
– If an Anhydrite screed does contain under floor heating pipes, then the under floor heating system must be commissioned before tiling/levelling can take place. If possible, commissioning and running the under floor heating system after the screed has been in situ for only 7 days can also help to reduce the drying time of an Anhydrite screed.
– Once an Anhydrite screed has been confirmed dry and had the laitance removed, it must be primed with a suitable SBR based primer e.g. Tilemaster Primeplus. to prime an Anhydrite screed before using Tilemaster Anhyfix or Anhylevel only requires one coat of Primeplus diluted 3 parts water to 1 part Primeplus.