FAQ

Luigi: Online orders will be dispatched on next available freight. This will usually be within 2-3 days (week day dispatch only). We use third party freight providers and will send you consignment details on dispatch to allow you to track and trace. Most North Island freight will be delivered within 2-3 days of dispatch and South island 5- 7 days depending on location. Most freight companies will not hand unload so pallets will be trolley jacked onto the ground and the customer is responsible for getting goods undercover or inside.

 On delivery, verify that the goods are as selected and that the shade, sizing and grading are acceptable. Claims regarding these items cannot be accepted after fixing. Please read ‘International Tile Standards’ for more information on what to expect from ceramic and porcelain tiles.

Luigi: Ci, Ci... avoid shipping costs and pick up your order from your nearest North Island Tile Depot store. Simply buy online and select the Free pick up in store option. All orders are dispatched from our Auckland distribution centre so will usually be available 2-3 days from ordering, depending on freight cut off times and weekend orders will be processed Monday. For Tile Depot Queenstown additional freight will be charged at check out. 

We have stores in most major cities throughout the North Island. Visit your local store for local advice and to see our full product range. We do have re-sellers in, Nelson, Christchurch and Dunedin so orders can be arranged through these stores, making allowance for the additional freight expenses.

Luigi: Simple, if you discover any damages within 72 hours of receiving goods, please notify your nearest store and we will arrange for replacements to be sent at our expense.  We may ask for photos for insurance purposes.

Luigi: Orders can be canceled at anytime unless they have been dispatched. We strive to achieve dispatch as quickly as possible so this can be anything from 2 to 48 hours. Once a product has been collected by a third party freight provider our return policy is in effect. 

Luigi: If you are unhappy with the tile you have selected you may return your order, however a 20% handling fee applies to all returns. We will credit only full, unopened boxes returned to our East Tamaki (Auckland) distribution center within 14 days of purchase provided they are in a saleable condition and accompanied by the original purchase invoice. The freight cost of returning the goods is at the customers expense. End of lines and specially priced items are not returnable. 

Luigi: It is important that you keep some spare tiles as they are your only means of repairing damaged tiles or where rooms or appliances have been altered. The firing process during manufacturing causes colour shading and or sizes to vary with every batch so the odds of finding an identical replacement at a later date are virtually nil.

Luigi: Please ensure that you have ordered the correct amount of tiles you require, any additions, or amendments will be subject to the minimum delivery charge due to freight costs once the order has been processed. We cannot guarantee we will have stock of the same batch as your original purchase or even the same tile given the frequency with which tile ranges change.

Luigi: There are so many factors that effect which Glues and Grouts you should be using that the safest option is to contact us for advice and a quotation. We will provide a recommendation that considers the floor surface (i.e. timber or concrete), flexibility and waterproofing issue.