Frequently Asked Questions

Visit our showrooms in Underwood and Brisbane City

Underwood Store
Open 7 days

Cheap Tiles Online - Presented By The Tile Collective

Frequently Asked Questions

Please refer to the information below for general information and frequently asked questions.

If you need any further assistance or any information is unclear, please contact our sales team via email ( or by calling 1300 818 641.

Orders, Shipping & Delivery

Acceptance of Goods shall be at the Cheap Tiles Online Distribution Centre unless otherwise specified when placing an order or for customers who select our delivery service.

Goods are delivered in accordance with delivery instructions provided by the Purchaser, in which case, the Purchaser is deemed to have accepted the Goods at the time of dispatch from the Cheap Tiles Online premises.
Cheap Tiles Online use a combination of our own transport service as well as third party freight companies and couriers to deliver your Goods. We supply the freight company your name, delivery address and phone number for the sole purpose of delivering your Goods. A delivery fee is charged per delivery, which may vary depending on the quantity of product being delivered, the method of delivery and the location of the delivery. The delivery fee is advised when placing the order. Cheap Tiles Online are not responsible for any breakages or damage which may occur during delivery.

We require an unrestricted, safe and easy access and parking for the delivery vehicle and to the premises to ensure delivery can take place. If no-one is available at the delivery address to accept the Goods, or there is limited access to the delivery address or it is unsafe or impractical to make delivery or for any other reason delivery cannot take place, you may be required to pay for an additional delivery fee for re-delivery. You or your representative may be required to sign a delivery form to confirm that the delivery has taken place.

Please inspect the Goods and ensure the Goods delivered match your order upon delivery. Any damaged, missing or incorrect Goods must be reported within two (2) working days or 48 hours.
No liability is accepted for any delay from any cause whatsoever.

Our delivery and availability dates are estimates only and Cheap Tiles Online will use its best endeavours to maintain these estimates.
The time of delivery in any quotation represents the time at which the Goods are to be ready for dispatch from the Cheap Tiles Online premises.

Any failure on the part of Cheap Tiles Online to deliver within the timeframe stated shall not entitle the Purchaser to repudiate the contract in whole or in part.

If you have are unsure about any of these details or have any questions please visit or call your local Cheap Tiles Online store, submit an online enquiry or call 1300 818 641 during business hours.

If for any cause beyond the control of Cheap Tiles Online, including but without limiting any 

  • Act of God
  • Storm or tempest
  • Earthquakes, flood, fire or other physical natural disaster
  • Strikes or industrial disputes at a national level, or strikes or industrial disputes by labour not employed by the affected party, its sub-contractors or its suppliers, and which affect an essential portion of the works
  • Governmental or semi-governmental award
  • Enactment
  • Governmental enforced national or state lock down or lock out
  • Priority or restriction
  • Delay in obtaining licenses
  • Transport issues
  • Labour or materials
  • Accidents
  • Damage to Cheap Tiles Online works or business or those of its suppliers
  • Cheap Tiles Online is prevented from making delivery or performance at the time stipulated
  • Invasion or act of foreign enemies, hostilities (whether war be declared or not), acts of terrorism, civil war, riots,rebellion, revolution, insurrection of military or usurped power, requisition or compulsory acquisition by any governmental or competent authority
  • Ionising radiation or contamination, radioactivity from any nuclear fuel or nuclear waste from the combustion of nuclear fuel, radioactive toxic explosive or other hazardous properties of any explosive assembly or nuclear component
  • Pressure waves caused by aircraft or other aerial devices travelling at sonic or supersonic speeds

Cheap Tiles Online shall be entitled, at its option, to either extend the time for delivery or performance for a reasonable period or to terminate the contract and the Purchaser shall not in consequence in either case have any claim for damages and shall pay for all deliveries made or services performed, prior to the date of such a termination and all expenses incurred and monies paid by Cheap Tiles Online in connection with the sales contract and terms.

Local Deliveries

We use our in-house tracking system. Tracking is emailed once the order is despatched from our distribution centre.

Interstate Deliveries

We have partnered up with Freighters from all States giving us coverage to 99% of Australia. Not all of our couriers partners provide real time tracking. If you need to follow up and track an order that has been despatched without a tracking number, please call us on 1300 818 641 and we will assist further.

Our goods are delivered on a pallet to the curbside or driveway. Unfortunately drivers are unable to hand unload the goods due to insurance. We recommend having your tiler or other helping hands to help bring them further into the property or upstairs.

Unfortunately we cannot send an order to a PO Box. 

We have a shipping calculator on our cart page. You will be directed there once you have added at least 1 product to the cart on our website.

Simply enter  your postcode and our shipping rates and other options are shown.

Remember to enter the products you want to order as the shipping is worked out on the actual products ordered and their total weight.

For delivery Suburbs and Post Codes not in our system, please contact us and we will organise a shipping quote to your destination.
Shipping Calculator

While it is not recommended to use a small to medium sized car to pickup a tile order, it is totally dependant on the cars carrying capacity and weight rating. 

On average, 1 carton of tiles can range from 20 – 30kg. If you ordered 10 square metres, the weight could be 300kg in total. You will need to consult your cars user manual to find the carrying capacity. Please be aware to also factor in other items in your car that will be added to this weight and also the space required in your car to fit the cartons.

If you are unsure of the weight of the tiles you have ordered, please get in touch and we can assist you further.


Genesis Palm Copper Matte tiles
Genesis 450x900 tiles
Pasha Cloud Subway tiles
Pasha Subway tiles
Carrara Galaxy Matte tiles
Galaxy Carrara tiles

Returns & Refunds

Return of goods is on a case by case basis. Please contact us if you wish to discuss a return of goods. If we agree to accept returned goods, the buyer must return the goods to the Cheap Tiles Online. We encourage you to utilize our 5 samples for $15 service so you know exactly what you are getting prior to placing your order. on any exchange.
Please contact us via email at or via phone on 1300 818 641. As long as your order hasn’t progressed through the packing and delivery queue, one of our friendly staff will be able to assist.
Please contact us via email at or via phone on 1300 818 641. As long as your order hasn’t progressed through the packing and delivery queue, one of our friendly staff will be able to assist.

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.

While extremely rare, if by chance something on your order arrives broken, please contact us immediately via email ( with photos of damaged stock and one of our friendly staff will help to arrange a solution ASAP.

Samples ($4 each - Refundable on Purchase)

You can buy a 10cm x 10cm sample of most tiles on our website. The cost is $4 for each tile sample and includes shipping. Best of all, we will refund you for up to 5 samples when you purchase your tiles on your next order. Max refund value $20.

Certain products like pavers, trims or products that have a minimum quantity do not have a sample option.

Products that have samples available for purchase have a “Sample Button” located next to the “Add to Cart” button

There is no limit on the amount of samples you can purchase.

Every sample costs $4 each no matter how many you buy. We will only refund 5 samples to a max value of $20.

No, this is not possible, full sized tiles have a minimum order of 1 carton.

Promotions & discounts

Cheap Tiles Online will beat any written quote for identical products by 10%!*
We want you to be confident that when buying from Cheap Tiles Online, you are getting the best deal on your purchases. So much so, that we are pleased to offer our Price Beat Guarantee on our products!

All you need to do is show us you have found an identical product (same brand) on a stocked item from a locally based direct competitor and we will beat the written quoted price of the relevant product by 10%!

When comparing product quotes, delivery, taxes and regional costs must be included.

The quoted identical products must be in stock at the time of the comparison and any products with promotional, bulk buy/commercial prices or clearance discounts are excluded from this offer (see below for further exclusions).

Price matching cannot be used in conjunction with any other promotional discount or offer.

Samples are excluded from this policy.

Please note: Cheap Tiles Online reserve the right to withdraw the price promise or amend the terms and conditions of the price promise at any time. Price matching is at our discretion along with decisions on whether a competitor product is identical to a Cheap Tiles Online product.

Price beat guarantee only valid at time of purchase
*The following exclusions also apply:

  • Products for sale via auction (including eBay), stock liquidations, fire sale, sale or clearance
  • Blemished, refurbished, damaged, seconds or ex demonstration stock
  • Products distributed by unauthorised dealers
  • Advertising errors
  • Club, membership offers or special events, third party promotions or prices not available to the general public.
Please refer to our Sale Terms & Conditions page


Both of our stores have access to the same stock but the Herston showroom does have a small amount more on display with a larger format space we are able to fit more on the walls and racks. Other than that, they are the same 🙂

39 Butterfield Street
Herston QLD 4006

20 Kingston Road
Underwood QLD 4119


We accept Visa and  Mastercard. Our website processes credit card payments using NAB Transact Secure Gateway.

Visa Mastercard

We accept Paypal payments. You can choose to pay using your Paypal balance or a linked credit card.


We offer the convenience of Direct Deposit to pay for your order. Make your payment directly into our bank account using your Order ID as the payment reference.

Your order are shipped once the funds have cleared in our account.

Banking details are supplied after placing the order on the order confirmation page.

At this stage, we do not offer any of these payment methods.


An item listed as a “Economy Grade” will have failed quality inspection for cosmetic, rather than functional, reasons. It can vary from differences in the print from batch to batch, variances in the colour between batches and even small chipping or pimples in the glaze.
Yes, we are happy to check the stock on hand. Please call us on 1300 818 641 for further assistance.

No, this is not recommended due to internal tiles having no slip resistance.

Each product varies in the amount of tiles per box. 

Please contact us if you wish to enquire about a specific product, we are happy to check this for you.

Yes. This is correct. 

Please contact us if you wish to enquire about a specific product, we are happy to check this for you.

Depending on the area being tiled and your local council requirements, some spaces will require tiles that achieve a certain slip resistance rating. One of our friendly staff can assist you with your selection to ensure you are getting what you need.

Absolutely! Please send through your pictures and enquiries to with any extra information you can give us on the tile. Including pictures of the back of the tile and the tile packaging with any codes and writing can be helpful in trying to find a tile suitable to match your needs.


While we are able to help out with finding your measurements It is important to have the tradesperson completing your job perform a site measure and order according to their measurements. Always ensure additional tiles are added for wastage and spares.
We don’t officially recommend tilers, however, if we know of any tilers that work in your area, we are always happy to pass on their details. We recommend getting at least 3 quotes from licenced trades when you are looking installation services. While we may have details of a tiler in your area we do clarify that they are not associated with in any way.

Unfortunately installation is not something we currently offer. However, if we know of any tilers that work in your area, we are always happy to pass on their details.  We recommend getting at least 3 quotes from licenced trades when you are looking installation services. While we may have details of a tiler in your area we do clarify that they are not associated with in any way.

Need help or more info?

Tile Materials, Styles and Finishes

A rectified tile has been cut after manufacture to ensure that it is 100% square. For example, a production batch of ceramic tiles which have been manufactured at 305mm x 610mm will all be re-cut to 300×600 at the same time to ensure they are all the same size and are truly square.

Tumbled tiles generally have an irregular edge. These tiles have been put in a large drum (like a washing machine) and tumbled, chipping away their edge and surface. This method is mostly used with natural stones. All tumbled tiles bear a soft, smooth and worn look. These tiles should be sealed before and after grouting. Tumbled edge tiles are ideal for people looking for an antique or a traditional worn look. These tiles are ideal for exterior paving

Vitrified means that the tile does not absorb water. Glaze vitrified means that the tile has also been glazed.

A non-vitrified tile is considered non-vitreous when water absorption exceeds 7%.
Floor tiles can vary by 0.75% and still be within the Australian standard. A 400mm x 400mm floor tile can vary from 397mm to 403mm. Tile sizes are only ever given as nominal measurements.

Outdoor tiles are exposed to harsher conditions and therefore need to be resistant to the elements, such as rain, frost and slipperiness.

Nano finishing is a pre-seal which eliminates the need to seal polished porcelain tiles after they are installed.

Glaze is made up of ground glass and colour pigments which are used to create unique designs. It is a surface covering that is vitrified by firing and strongly adhered to the ceramic or porcelain body tile.

Honed & filled finish stone tiles are essentially honed tiles, which have pits and other surface imperfections filled with grout of the similar colour to the natural stone. This gives the surface of the tiles completely smooth finish and makes them easier to clean and maintain than unfilled tiles. These tiles are ideal for use in outdoors, indoors, on floors, walls, showers, bathrooms, kitchens and pool areas.

Commercial tiles are generally priced in the cheapest price bracket as they are a mixture of first and second quality products which are graded by the factory at the time of manufacture. In most cases people buying commercial tiles should expect some slight colour and size variations along with some small surface imperfections. Laid using some basic knowledge the end result will still look great.

Ceramic tiles are a light weight clay-based tile. They are pressed at a lower pressure rate and fired at a lower temperature than porcelain tiles. This manufacturing process means they are always finished with a durable glaze which carries the colour and pattern. This glaze can be either gloss or matt and in some instances there can be an additive to the glaze to give the tile an external rating. The edge of a ceramic tile is generally not rectified which means the tiles should not be laid any closer than 3mm-5mm apart depending on the quality of the substrate.

Porcelain tiles are made using very fine, high quality materials with high silica content. Pressed at a high pressure rate and fired at high temperatures, they are typically much less porous than other tiles and do not always require sealing.

Porcelain tiles can either be glazed (with a gloss, matt or textured finish) or unglazed (with a natural, polished or textured finish).

Typically large format porcelain tiles are rectified which means that the tiles are cut after manufacture to ensure that that they are square. This allows for the tiles to be laid with a minimal grout line of 1.5mm as per Australian standards.

Mosaic tiles are very small tiles, typically less than 100mm square and are most commonly known as splashback tiles due to their popularity as a finish for kitchen and bathroom splashbacks. They are available in many different materials including porcelain, ceramic, glass, natural stone and others. They also come in various finishes.

Commonly sold pre-mounted on mesh or paper sheets around 300x300mm in size, these sheets can be cut down to generate a pattern when mixed with other tiles. For example a 300x300mm sheet of 50x50mm mosaics could be cut down into narrower strips and joined together end to end to create a feature in a shower wall.

Privacy & Security

Please refer to our Privacy Policy page

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