Frequently Asked Questions – Tile Merchant

Yes. All prices displayed on our website include VAT at 23% unless otherwise stated.

You can pay securely by credit or debit card at checkout, via a secure payment link sent to you, or by bank transfer and PayPal. All online payments are processed through encrypted and secure systems. For security reasons, we do not accept card payments over the phone.

No. We do not accept deposits. Full payment in cleared funds is required before any order is placed, reserved, or processed. No goods will be sourced, ordered from our suppliers, or dispatched until payment has been received and cleared in full.

Yes. We offer a buy now, pay later option through our partner Humm Finance. With Humm, you can split your payments into manageable instalments. See full details here: https://www.tilemerchant.ie/flexifi-retailer-page

Yes. Humm Finance is available as a payment option. It can be used on full retail price purchases only and cannot be combined with discounts, promotions, price matches, or any other special offers.

We strongly recommend ordering a minimum of 10% more than your measured area to allow for cuts, breakages, batch variation, and future repairs. We cannot guarantee that the same batch will be available if you need to reorder, and we accept no liability for shortfalls arising from under-ordering.

Yes. We offer a free, no-obligation quotation service. You can send us your project details and our team will review your requirements and provide a tailored quote based on your measurements and product choice.

Sales quotations are a guideline and are subject to your final project specification. Prices are confirmed at the time of order. We reserve the right to correct any pricing errors before dispatch. See our full Terms and Conditions for details.

Yes. Both public customers and trade customers can check live stock levels on our website.

To view stock availability, go to the product you are interested in and look for the light green label that says “Available to view or collect”. Click on this label to see real-time stock levels for each location.

Some of the tiles shown on our website are also displayed in our showrooms.

To check where a product is displayed, go to the product page and look for the light green label “Available to view or collect”. In this section, you will find the “Showroom Display Location” information showing which showroom and bay the product is currently installed in.

Our showrooms are updated regularly to introduce new products and create fresh inspiration for customers. Because of these updates, display locations may change from time to time and availability in a specific bay is not always guaranteed.

Images and displays are for guidance only. Please be aware all computer and phone screens show colour slightly differently.

Samples are available to purchase for many of our tiles to give you a better idea of how the tile looks. You'll see a sample button on the page if samples are available for that tile.

Please note that tile samples are indicative only and there may be a variation between a sample and the subsequent tile order due to different tile production batches.

Immediately after placing your order we will send you a detailed email outlining the products purchased and relevant information. As soon as your order has been delivered or collected you will receive a Vat invoice by email.

No, delivery charges are added at the final stages when ordering from our website. Our Nationwide Shipping rates are 10 Euro for a small package and 60 Euro flat fee for pallets

Delivery for large and heavy goods is a flat rate of €60 nationwide. This applies across Ireland and Northern Ireland for all pallet deliveries. For smaller items and accessories, delivery is €10.

To check the delivery type for each product, go to the product specification and look for “Shipping Type”. If the shipping type is “Pallet”, delivery is €60. If it is “Package”, delivery is €10.

All deliveries are made kerbside by heavy commercial vehicle with HIAB crane offloading. Our drivers will deliver to the public road or the nearest safe, accessible, and unobstructed location. Delivery times are estimated and non-binding.

No. Our vehicles are heavy commercial lorries and will not enter private driveways, laneways, lawns, or unmade ground under any circumstances. For heavy products our drivers are not permitted or insured to manually carry goods into any building, home, or apartment

Delivery will be made to the kerbside or entrance boundary of the development only. Our driver will not enter any lobby, lift, stairwell, car park, or internal area. You must have a competent adult with sufficient personnel present at the kerbside at the time of delivery to receive the goods. You are responsible for arranging onward movement of goods from the kerbside into the building. If no one is available to receive the delivery, it will be aborted and a redelivery charge will apply.

Unfortunately we cannot guarantee a specific delivery time slot. You will be notified in advance of your delivery date. Our driver can drop the order at your house, no need for you to be there.

Our drivers can leave deliveries at your house even if it is unattended.

Saturday and Sunday Deliveries are available.

Tile Merchant serves Republic of Ireland and Northern Ireland. Please contact us at [email protected] or 01-2337819 to discuss international delivery options.

Next day delivery is available to certain areas if the order is placed Monday to Friday before midday. Orders placed outside standard office hours (Monday to Friday, 8:30am to 5:00pm) or on bank holidays will be processed on the next working day. In general, delivery takes 2–4 working days. During busy periods, delivery times may be slightly longer.

We don’t provide a pallet collection or disposal service. Responsibility for the removal and proper disposal of pallets rests solely with the customer.

Yes. We offer free sample tiles delivered directly to your door. On each product page, you can see the sample size. The sample shown in the product image is marked with a dotted line, which indicates the exact size of the sample you will receive.

Most sample orders are delivered within 1–2 working days. During busy periods, delivery may take up to 3 working days.

Yes. We offer free cut samples of our wood products, delivered directly to your door. This allows you to see the colour, finish, and texture in person before placing your order.

Yes. We offer free artificial grass samples delivered directly to your door. This allows you to see the colour, texture, and quality in person before choosing the right option for your space.

Yes. You can view and collect samples in person at any of our showrooms free of charge. Each store has a dedicated sample wall with a wide selection of cut samples available. This means you can visit our showrooms directly instead of ordering samples online.

Before the driver leaves you must: (1) count all pallets and boxes against your delivery note; (2) inspect all outer packaging for visible signs of transit damage; (3) note any visible damage or shortage on the delivery docket before signing it. The driver is not required to wait while you open and unpack individual boxes — your obligation at the point of delivery is to check the external condition and count of the consignment.

Any damage, shortage, or picking error must be reported to us by email to [email protected] within 24 hours of delivery. Your email must include your delivery note number and clear photographs of the damage. Claims received after 24 hours, or without a delivery note number and photographic evidence, cannot be accepted. If you are a consumer, your statutory rights are not extinguished solely by missing the 24-hour window, but prompt notification helps us resolve your issue much faster.

Report it to [email protected] within 24 hours of delivery with your delivery note number and clear photographs. This covers concealed damage discovered on unpacking after the driver has departed.

This rarely happens, but in case it happens contact us immediately at [email protected] before installation begins. Once any product has been installed, we are unable to accept a claim for wrong product delivered — installation confirms acceptance. It is not a valid defence that you were not present when the installer laid the tiles.

No. All in-store purchases are final. We do not accept returns, exchanges, or credits for in-store purchases under any circumstances, except where goods are demonstrably faulty under the Consumer Rights Act 2022. This applies regardless of reason — including change of mind, ordering the wrong size, wrong specification, or ordering error. Please make sure you are ordering the correct product, size, and quantity before completing your purchase.

If you are a consumer who purchased online or by telephone, you have a statutory 14-day right to cancel your order from the date you receive the goods, without giving a reason, under the Consumer Rights Act 2022. To cancel, email [email protected] with your order reference before the 14-day window expires. You are responsible for arranging and paying for the return of goods to us. Goods must be in original, factory-sealed, undamaged, and fully resaleable condition in original packaging. Special Order Products are excluded from this right.

No. We do not send a vehicle to collect returned goods under any circumstances. You are solely responsible for transporting goods to the correct return location at your own cost and risk.

If you need to make a change to an online order, please email [email protected] with your order number as soon as possible.

If you need to make a change to an order placed through our Showroom, please contact the Sales Rep you placed the order through with the order number and they’ll let you know if it is possible to amend the order.

Please note that it is not possible to amend or cancel an order after it has been scheduled for dispatch, or if an order has been placed with the supplier for the goods.

All returns must be authorised in advance, as returns documentation is required. Failure to contact us beforehand may result in delays in processing your return or the return being refused.

Please email [email protected] if you wish to return an order placed on the Tile Merchant website. Please contact the Sales Representative you originally placed your order with if you wish to return your order. You must return the goods to our warehouse ensuring to protect them against damage during transit. 

All damaged goods will be replaced. We must be informed of any breakages within 5 days from receipt of goods, any later than this and it will be too late to claim. For insurance reasons we may ask you to store the goods. We may also need you to send us photographs of the damaged stock. Once goods have been installed we are unable to replace them, we strongly advise all of our customers to check received goods for faults before installation.

Any damage must be reported to us by email to [email protected] within 24 hours of delivery. Your email must include your delivery note number and clear photographs of the damage. Claims received after 24 hours, or without a delivery note number and photographic evidence, cannot be accepted. If you are a consumer, your statutory rights are not extinguished solely by missing the 24-hour window, but prompt notification helps us resolve your issue much faster.

All standard product returns must be brought to Ballymount HQ only — Tile Merchant, Dockrell's Complex, Ballymount Road Upper, Dublin 24. Outdoor paving product returns must be brought to Greenogue Paving Yard only. Our satellite showrooms at Ashbourne, Coolock, and Deansgrange cannot accept, receive, or process returns under any circumstances.

Ballymount HQ: Monday to Friday, 07:00–17:00 only. No returns are accepted on Saturdays, Sundays, or Bank Holidays.

Greenogue Paving Yard: Monday to Friday, 08:30–17:00. Closed Saturdays, Sundays, and Bank Holidays.

No. The Ballymount warehouse is closed on Saturdays, Sundays, and Bank Holidays. While our showroom may be open on Saturdays and Sundays for sales, there are no warehouse or administrative staff on the premises at weekends. No returns, exchanges, faulty goods assessments, or refund processing of any kind can take place at weekends or on Bank Holidays, for any reason.

Goods must be in original, factory-sealed, completely unopened condition, with all original undamaged packaging, labels, and wrapping fully intact, and fully resaleable as new stock. Goods not meeting this standard will be refused and returned to you at your cost.

The following are non-returnable under any circumstances except where demonstrably faulty: all in-store purchases; adhesives, grouts, powders, and chemical fixing materials; mega-tiles; Special Order Products including all Bathware, Sanitary Ware, Wood Flooring, and Wall Panels; any product that has been installed, cut, or modified; clearance or ex-display items; goods without original packaging; and samples.

Once we process a refund, the time for funds to appear in your account depends on your card issuer and payment processor and is outside our control. This can take up to 14 working days from the date we initiate the refund

Refund queries, complaints, credit note requests, and all administrative matters are handled Monday to Friday only. Our weekend showroom staff are sales staff and do not have access to accounting or administrative systems. Queries raised at weekends or on Bank Holidays will be responded to on the next working day. During the Christmas and New Year period we operate reduced hours — any queries received during extended closures will be dealt with on the first working day of resumed normal operations. We will publish notice of any extended closures on our website in advance.

Tiles, natural stone, and wood products have inherent colour, tone, and texture variation between production batches. Samples are indicative only and may not be identical to current stock. This is a characteristic of the product, not a defect. Always blend tiles from multiple boxes during installation to achieve a consistent appearance.

Natural stone is quarried from the earth and is not manufactured to uniform specifications. Variations in colour, veining, thickness, pitting, fossils, and surface texture are inherent and expected characteristics of genuine natural stone. They are not defects and do not give rise to any right of return, refund, or compensation.

No. Our exterior wall panel range is produced by an extrusion process using a composite material that incorporates black pigmentation within the substrate. This black colouring is an intentional characteristic of the manufacturing process used to replicate the natural appearance of real wood grain. It is not a defect or sign of inferior quality.

No. Artificial grass creases when in rolled form due to its molecular structure. These creases will naturally fall out within three months of delivery or installation and are not a defect.

Seam visibility is an inherent characteristic of artificial grass installation and is the responsibility of the installer. We are not responsible for visible seams following installation.

Not exactly. Although they carry the same product reference, 2-metre and 4-metre rolls are manufactured differently and will not match each other precisely in pile depth, shade, or texture. If you need a consistent appearance across your installation, order a single roll width only. Similarly, to guarantee shade consistency, all artificial grass for one installation must be ordered at the same time from the same batch. We cannot guarantee that a subsequent order will match a previous one.

All of our Natural Stone Products will have variations in colour, tone and shading. Samples are available on request to confirm whether our product is right for your project.

Collection is free of charge for all orders. You can collect your order from our designated collection points during the available opening times, depending on the product type and location.

Collections are available from Monday to Saturday at our Ballymount branch. There are no collections on Sundays.

At our Greenogue branch, collections are available Monday to Friday for outdoor and paving items.

Small items such as grout, silicone, adhesive, and accessories can be collected Monday to Sunday (1pm–5pm) from our showrooms in Ballymount, Deansgrange, Ashbourne, and Coolock, subject to stock availability

You must bring a forklift-compatible vehicle capable of safely carrying the full weight of your order. You are solely responsible for ensuring your vehicle is suitable.

A storage charge of €300 per week (or part week) applies to orders that remain uncollected for four or more weeks from the date they were ready for collection. You will be notified before charges begin to accrue.

Yes. A third party can collect your order on your behalf. For public customers, the person collecting must bring a copy of the order confirmation and a copy of the ID of the person who placed the order.

For trade or third-party collections (such as builders, tilers, or courier companies), collection is allowed as long as the correct order details are provided and the collection is clearly authorised

Our showrooms are located in:

• Ballymount, Dublin 24
• Coolock, Dublin 17
• Deansgrange, Co. Dublin, South Dublin
• Ashbourne, Co. Meath

You can view full addresses and opening hours here: https://www.tilemerchant.ie/showrooms-info

Yes. We offer trade pricing for approved trade customers. To access trade prices, you need to register as a trade customer on our website. Once approved, you will be able to view trade pricing online. Our showrooms also have dedicated trade counters where our team can assist you directly.

No, you do not need an appointment. All of our showrooms are walk-in, so you can visit at any time during opening hours

Each our showrooms has a dedicated trade counter. Our trade counters are open 7 days a week, Monday to Sunday. You can visit any of our showrooms in Ballymount, Coolock, Deansgrange, or Ashbourne to access trade services

Our full Terms and Conditions of Sale are available at https://www.tilemerchant.ie/terms-and-conditions at all times, and can be requested by email at [email protected].

All sales, whether in-store, online, or by telephone, are subject to our Terms and Conditions. You do not need to receive a physical copy for them to apply to your purchase.