FAQs

The Tile Collective is a family-owned Australian tile supplier with over 30 years of industry experience. We specialise in supplying quality tiles for residential renovations, new builds and commercial projects across Queensland and Australia-wide. Our focus is on offering curated, design-forward products at competitive prices, supported by knowledgeable showroom teams.

Yes, we are proudly family-owned and operated. With decades of tile industry expertise behind the business, we combine industry knowledge with a customer-first approach across all of our showrooms.

Yes. Our showroom teams provide complimentary tile selection guidance to help you choose products that suit your style, space and practical requirements. Whether you're renovating a bathroom or building a new home, our team can assist with layout ideas, finishes and complementary options.

Yes — if you would like more dedicated time and assistance, you can book a formal design consultation with one of our team members here.

You can contact our team via phone, email, our website contact form, or through our live web chat (two-way SMS service).

Our web chat connects directly to each showroom, allowing you to message the team at your chosen location in real time during trading hours. Whether you have a question about a product, an order or delivery, we’re here to assist.

Yes, we aim to respond to all enquiries as quickly as possible during trading hours.

Our web chat operates as a two-way SMS service, meaning your message goes directly to the showroom team. Response times may vary depending on in-store activity, but all enquiries are actively monitored and prioritised throughout the day.

If your matter is urgent, we recommend calling your local showroom directly.

We have locations in:

• Burleigh (QLD)
• Herston (QLD)
• Labrador (QLD)
• Underwood (QLD)
• Underwood Factory Outlet (QLD)
• Labrador (QLD)
• Woodridge Distribution Centre (QLD)

Each location offers slightly different services, so we recommend checking your local showroom page for details.

Opening hours vary by location. For the most up-to-date trading hours, please visit your local showroom page on our website or contact the store directly.

No appointment is required — walk-ins are welcome during trading hours. If you would prefer dedicated time with a consultant, you can book a design consultation online.

Yes, you can browse our full range and purchase directly through our website. Product listings include key specifications, imagery and recommended grout information to assist with your selection.

Simply select your preferred tile, enter the required quantity in square metres and proceed to checkout.

If freight does not automatically calculate for your postcode, please select Direct Deposit and Request Quote at checkout. Our team will then contact you with a freight price before processing your order.

Yes — collection is available from selected showroom and warehouse locations once your order has been confirmed as ready. You will receive notification when your order is prepared for collection.

Please refer to our Collections section below for vehicle and loading requirements.

We accept all major credit and debit cards, as well as Direct Deposit.

For online purchases, we also accept:

• PayPal
  
• Apple Pay
  
• Google Pay
  
• Shop Pay
  

All online payments are processed securely through encrypted payment gateways to ensure your information is protected.

Yes — our checkout system uses secure encrypted technology to protect your payment details and personal information.

Minimum order quantities may apply depending on the product selected. Delivery minimums may also apply depending on your delivery address and order size. If you are unsure, our team can assist prior to placing your order.

If you need to make changes, please contact us as soon as possible.

Changes may be possible if your order has not yet been processed, picked or dispatched. Once an order has been processed, restocking fees may apply in accordance with our Refund Policy.

For full details, please refer to our Refund Policy.

Yes, you can order up to five individual 10 x 10cm tile samples online. Samples are delivered for a flat rate of $14.95, allowing you to review the tile in your own space before committing to a full order.

Yes, samples can be purchased in-store.

In-store samples are $5 each and are provided as a full-size tile rather than a smaller 10 × 10cm sample, allowing you to see the product at scale in your own space.

If full-size samples are returned to the showroom in good condition, the $5 per tile is refundable.

Yes, we offer curated sample bundles that include two pre-matched tile selections. These bundles are designed to simplify the decision-making process and help you visualise complementary combinations.

Tiles can appear different depending on lighting conditions and surrounding finishes. Ordering samples allows you to confirm colour, texture and finish in your own environment before placing a full order.

While we strive to represent colours accurately, variations may occur due to screen settings and lighting conditions. We strongly recommend ordering samples to ensure you are confident in your selection.

Sample orders are dispatched as quickly as possible. Once shipped, tracking details are emailed via Australia Post so you can monitor delivery progress.

If you cannot locate your tracking details, please contact us with your order number and we will assist.

If your samples have not arrived within a reasonable timeframe, please contact us with your order number and we will investigate the status of your delivery.

We recommend measuring your area in square metres and allowing an additional 15% to account for cuts, breakages and future repairs. If you are unsure, our team can assist with quantity calculations.

Yes, our team can assist with grout colour recommendations to either blend seamlessly with your tile or create contrast.

For convenience, most product pages include a recommended grout option within the product information section.

Slip ratings are listed within the product information section on each tile listing.

Please note that slip ratings are indicative only and may vary between production batches. If you require a current slip test report, please contact our team for assistance.

Yes, slip test reports may be available upon request. Please contact our team and we will assist where possible. Requests are processed on a case-by-case basis.

For outdoor areas, we generally recommend a slip rating of P4 or higher, particularly for areas exposed to water such as pool surrounds or uncovered surfaces.

We recommend confirming compliance requirements with your builder or certifier where applicable.

You can view our full Tile Care + Maintenance Guide here.

Our guide outlines best practices for cleaning, sealing (where required) and maintaining your tiles to help preserve their appearance and longevity. It includes advice on suitable cleaning products, general maintenance tips and care recommendations for different tile types.

If you’re unsure about caring for a specific product, our team is happy to assist.

Yes — we deliver Australia-wide. Delivery terms vary depending on whether you are a retail or trade/commercial (B2B) customer.

For full details, please refer to:

Delivery Policy

B2B Delivery Policy

Yes, freight costs are calculated based on order size, weight and destination.

Please refer to our Delivery Policy pages for full details.

B2B Delivery Policy

For freight and handling purposes:

• 1 pallet equals up to 63.36m² or 1300kg maximum
  
• A full pallet of 600x600 tiles consists of 40 boxes, with no more than 4 additional boxes stacked on top
  

Any quantity exceeding these limits will be classified as an oversize pallet and will be charged as two pallets due to weight and handling requirements.

Pallet calculations are determined based on total weight and safe transport capacity.

Once your order is processed, it typically leaves their warehouse within 2 working days from the time the payment is received. Please note that this is the processing time and the actual transit time will depend on your location and other factors.

Delays in delivery may occur if your order contains items that are backordered. A representative from The Tile Collective’s Customer Service team will keep you informed about any stock-related issues.

We strongly advise against arranging for installation until you have received and thoroughly inspected your products, given the possibility of unforeseen setbacks such as weather-related shipping delays or breakages.

The Tile Collective cannot assume liability for missed installation schedules due to issues with delivery.

Please note that delivery dates are estimated and cannot be guaranteed under any circumstances.

Tracking availability depends on the delivery method:

• Sample orders are sent via Australia Post and tracking is emailed once dispatched.
  
• Orders delivered by our in-house drivers include Radaro tracking updates.
  
• Interstate orders sent via our third-party freight providers may include tracking depending on the carrier.
  

If you have not received tracking details, please contact us with your order number.

Please note:

• Live tracking is available once the driver is on route
• Specific timed deliveries are not available
• We strongly recommend booking your tiler for the day after delivery, just in case of unforeseen delays

If you would like an update on your order status, please contact us with your order number and we will confirm the current dispatch or delivery stage.

Orders are processed as quickly as possible; however, dispatch timeframes may vary depending on stock availability, order volume and delivery location.

If you require an update, please contact us with your order number and our team will assist.

If your delivery has not arrived within the expected timeframe, please contact us with your order number and delivery details.

Our team will investigate the status of your shipment with the relevant freight provider and provide you with an update as soon as possible. Delivery timeframes can occasionally be affected by external transport delays; however, we will work with you to resolve the matter promptly.

To keep deliveries running smoothly:

• Any cancellations after 2pm the business day prior to delivery will incur a re-delivery fee.

This includes:

• Unsuccessful deliveries
• On-board cancellations
• Site access issues

Our deliveries are completed using a Moffett truck-mounted forklift, which allows us to safely unload heavy tile orders.

Please ensure:

• Clear, safe access to the delivery location
• Minimum access width of 2.4m and adequate height clearance
• Level, stable ground suitable for forklift operation

If site access is unsafe or unsuitable, delivery may be unsuccessful and a re-delivery fee may apply.

For apartment or unit deliveries:

• A safe, practical, designated drop zone must be provided
• Our drivers do not hand-unload tiles
• Tiles will be delivered to the approved drop zone only

Please arrange building access and approvals ahead of time to avoid delays.

If you have questions about access, delivery suitability, or timing, please contact your local showroom before delivery day — we’re always happy to help.

Please ensure to check your order within two (2) business days upon receiving it, regardless of whether your project begins in a few weeks or months. This is crucial to confirm that you have received the correct items in good condition. In case any issues arise, such as damage or faults, it is important to promptly submit a claim.

Here’s a quick guide on how to check your order:

Step 1: Inspect your pallet

Upon arrival, your pallet should be securely wrapped in white film, with the orange security tape intact. If this is not the case, please take a photo and immediately contact us.

Step 2: Inspect your order

Ensure that the finish, color, size, and pattern of the items match your order.

Count the quantity to ensure it matches what you ordered.

Check that all boxes are labeled with the same shade and color.

Lastly, carefully inspect the items for any defects or damage.

If, by any chance, your order arrives damaged, faulty, or incorrect, please contact us immediately.

Tiles are heavy and pallets are tightly strapped for transport. Cutting straps or removing boxes incorrectly can cause product damage or personal injury.

Before unpacking, please watch our short instructional video: HOW TO SAFELY UNPACK A PALLET OF TILES.

Please note: We are unable to accept claims for damage caused by improper unpacking or handling after delivery has been accepted.

Some tiles may arrive with small dots, strips or patches of protective wax, hot glue or transit coating on the surface. This is not a fault or damage.

This material is applied during manufacturing and packaging to help protect the tiles while they are stacked, boxed, transported and handled. It helps prevent the tile faces from rubbing against each other and reduces the risk of scratches, scuffing or surface marks in transit.

Protective wax or hot glue is temporary and is designed to be removed as part of the normal tile preparation, cleaning and installation process. Qualified tilers are generally familiar with this and will know how to safely remove it without damaging the tile.

Before installation, we recommend checking your tiles with your tiler and confirming any required cleaning or preparation. As with all tiles, please inspect the product before laying, as claims relating to visible issues cannot usually be accepted once tiles have been installed.

Once you have received your order, please ensure that prior to installation the tiles are checked thoroughly by the tiler, builder or homeowner.

Always check the following:

• That the correct tiles have been delivered
• Tiles are in good order and condition
• Check for imperfections and damage

Remember, no claims can be made after installation of tiles so please ensure tiles are checked thoroughly.

Please take clear photos of the damaged goods and packaging and contact us as soon as possible or Submit a Warranty Claim so we can assess and assist in line with our policies.

Good news: breakages are covered when we deliver.

If you notice any damage:

• Contact your showroom as soon as possible
• Breakages must be reported promptly so we can assist

Yes, collection is available from selected showroom and warehouse locations once your order has been confirmed as ready.

Please do not attend for collection until you have received confirmation that your order is prepared.

Please ensure:

• You have received confirmation that your order is ready
  
• You bring your order confirmation and photo ID
  
• Your vehicle is suitable for transporting tiles safely
  

Orders are generally packed on a full pallet (approximately 1200mm x 1200mm) and loaded by forklift.

Due to Work Health & Safety regulations, we are unable to hand-load tiles into vehicles. Orders must be loaded onto suitable vehicles that can safely accommodate palletised goods.

If you are unsure whether your vehicle is appropriate, please contact our team prior to pickup.

Tiles are loaded by forklift in accordance with Work Health & Safety regulations. We are unable to hand-load boxes into vehicles.

Orders may be loaded either as palletised goods or individual boxes, depending on the quantity and vehicle suitability. For safety reasons, your vehicle must be appropriate for the weight and safe transport of the tiles.

If you are unsure whether your vehicle is suitable, we recommend contacting our team prior to collection.

Returns may be accepted subject to eligibility requirements and policy conditions, including product condition and timeframe.

We recommend reviewing our full Refund Policy. prior to returning any goods.

Restocking fees may apply in certain situations, particularly where goods have already been processed or ordered in.

Please refer to our Refund Policy for full details.

Return freight responsibility depends on the reason for return and the specific circumstances of your order.

Please refer to our Refund Policy for detailed information.

All purchases are subject to our Terms + Conditions of Sale., which outline important information regarding ordering, payment, delivery and returns.

All products are covered under Australian Consumer Law.

Specific product guarantees may vary depending on the manufacturer and tile type. For more detailed information, please refer to our Product Guarantee page.

No. Protective wax, hot glue or transit coating is not considered a product fault.It is a temporary protective material used by some manufacturers to help protect tiles during packaging and transport, and is removed during normal tile preparation or installation.

If you believe there is an issue with your tiles, please contact us as soon as possible with:

• Your order number
  
• Clear photos of the concern
  
• A description of the issue
  

Our team will review your claim in line with our Warranty Policy.

Please stop installation (if applicable) and contact our team immediately with your order details and supporting photos.

We will assess the matter in accordance with our Warranty Policy and advise next steps.

Yes, we offer trade accounts for eligible builders, designers, contractors and industry professionals.

Trade accounts provide access to tailored pricing and ongoing support for residential and commercial projects. If you are interested in applying, please contact our team and we will guide you through the application process.

Yes, we are committed to offering competitive pricing across our range.

If you find an identical product advertised at a lower price, you may be eligible under our Lowest Price Guarantee, subject to terms and conditions.

For full details and eligibility requirements, please refer to Lowest Price Guarantee