FAQ

Q: Do you deliver outside the UK?
A: Unfortunately, we only offer delivery services within the UK at this time.

Q: What payment methods do you accept?
A: We accept various payment methods, including major credit/debit cards and PayPal.

Q: How much extra tiles should I order?
A: We recommend allowing an additional 10-15% to your net area to allow for any wastage or breakages.

Q: Can I amend my order?
A: Orders that are paid for can be amended before delivery has been scheduled by our warehouse system. Amendments at a later stage may incur a charge dependant on what stage the order is at.

Q: How much is the delivery cost?
A: The delivery cost for all orders within England are £65+vat per pallet, for delivery outside England please contact one of our showrooms for delivery price.

Q: Can I request samples of the tiles before making a purchase?
A: Yes, we offer free tile samples. however, there is a shipping cost of £3.5 for each sample order.

Q: How do I request tile sample?
A: To request tile samples, simply browse our product catalog and select the “Order a Free Sample” option on the product page. Follow the checkout process to complete your sample request.

Q: Are the tiles suitable for outdoor use?
A: Our product descriptions indicate whether a tile is suitable for outdoor use. Please refer to the product details for specific information. Outdoor tiles will usually require Anti slip rate of at least R10.

Q: Are there any additional fee or taxes on top of tile prices, vat and delivery?
A: No, the prices displayed on our website are inclusive of all taxes and fees.

Q: Are there any variations in samples or tiles?
A: Samples & images are used as a guide only meaning shade and texture may vary. We will always do our best, where possible, to make sure that each order will be from the same batch including any additional quantities required of the same item however this cannot be guaranteed and supply may be from different batches meaning shade could vary.

Q: When should I expect delivery?
A: We will contact you by phone or email to arrange delivery date depending on items ordered, stock items or on order items.

Our standard deliveries are made from 08:30 – 17:00. Unfortunately, we will not be able to provide an ETA but you can contact one of the showrooms on the day of delivery and we might be able to assist in providing an update.

On your delivery, the delivery is done using pallets and is a kerbside delivery meaning to the nearest point that is feasible. Please make sure you provide a contact number on site and notify us of any delivery restrictions in advance.

Q: When should I inspect the delivered tiles?
A: Delivered tiles should be inspected once they have been offloaded from the delivery truck, usually the driver can wait for up to 20 minutes whilst goods are being checked. Minor edge chipping is normal and often those tiles can be used in cuts. Once the tiles have been moved on site any claims will not be accepted all claims should be within 24 hours from delivery.

Unboxed tiles should always be stacked and stored vertically, not on hard surface to avoid chipping.

Q: What is the Return policy of tiles?
A: You can read our Returns policy here.

Q: How do I contact Via Arkadia regarding orders, delivery, and any other information?
A: You can contact any one of our showrooms who will be glad to assist you.

Q: Can I visit your showrooms in London?
A: Yes, we have two brick-and-mortar showrooms in London: one in the Chelsea area and another in the Hampstead area. You can find contact details including address and telephone numbers in the footer area of our Outlet website. You are welcome to visit during our business hours.

Q: Can I purchase tiles in bulk for commercial projects?
A: Yes, we offer bulk purchasing options for commercial projects. Please contact our customer support team for more information.