Sample Service Learn More

Free delivery over $660 Learn more

30 days return period Learn more


Have questions? We've got answers. Browse through our FAQ to find detailed responses to the most common queries we receive. From product information to shipping details, we're here to help you make an informed decision. Can't find what you're looking for? Reach out to our customer support team for personalized assistance.

Orders and Shipping

How long does it take for me to receive my order?

It normally take up to 24 business hours to prepare and dispatch your order, please contact us if you want to customise your receiving date.

What to do once you receive your order?

Inspect your tiles upon delivery.

Check for correct product, quantity, breakages etc.

Any discrepancies, please report within 2 days.

How do I create an account?

You can create an account by clicking ‘My Account‘ icon

How do I change my shipping address?

Please email you want to change to a different shipping address

How do I track the status of my order?

You can track your order by using the tracking number that was sent with your order dispatch notification email.

Click on the link and follow the prompts to track your order.

Will you keep my credit card information on file?

We don’t keep credit card information for our online customer

Do you charge sales tax?

10% of gst does apply for all Tilemall products

Do you ship to my area?

Yes, we ship to all metro and regional areas Australia wide

Will my items come in one package?

Not always, it depends upon the amount of products you order

Returns and Exchanges

What is your returns policy?

We do 30 days easy return.

A 25% restocking fee will be charged as well as an additional freight costs will be charged to your balance.

Freight costs will be calculated depending on the product to be returned.

I received the wrong item

Please contact us immediately if you received the wrong item, we will help you sorted.

My order arrived damaged

Please check your order when you received it, please send us the damaged product’s photo, we will start the claims process.

How do I receive customer support?

You can chat with us by using live chat

or contact us: (02) 96381032

or message us:

What do I do if I entered an incorrect shipping address?

Please email you want to change to a different shipping address

Can I change or cancel an order after I've submitted it?

You can change or cancel your order, restocking fee may apply

Can I pre-order an item that is sold out?

Yes you can, please email us

Still looking for answers?

If the answers you're looking for aren't in our FAQ, please send us an email by completing the form below.