Returns & Refunds

Shipping and Return Policy

Shipping policy

When you order from Tilemall, you are ordering from the source. Most products are in stock and ready to ship to your doorstep. Our fast shipping means you should expect to receive your order in 5-7 business days generally. Once you place your order online, you will receive an email notification or a phone call from one of our friendly customer service team members within 24 business hours to confirm the date that your order is scheduled for delivery.

Rates

  1. Free Warehouse Pick Up

You are very welcome to pick up your order at Tilemall local warehouse:

 6b/175 James Ruse Dr, Camellia NSW 2142

Please note all order will be picked and packed at our warehouse for local pick up.

Please allow 24 business hours for us to pick and pack your order prior to pick up.

Please present a screen grab of your payment confirmation when you pick up your order.

Please contact customer service team to give more info for your order(such as Weights and Pallets)on :02 9638 1032

 

 

Showroom opening hour Warehouse operating hour
Weekdays: 9:00am – 5:30pm

Saturday: 10:00am – 3:00pm

Closed on public holidays

Weekdays: 9:00am – 4:00pm

Saturday: 10:00am – 3:00pm

Closed on public holidays

 

  1. Online Standard Orders –Sydney Metro

Once you place your order online, you will receive an email notification or a phone call from one of our friendly customer service team members within 24 business hours to confirm the date that your order is scheduled for delivery.

 

Our Price List for Sydney Metro Delivery and the rest of NSW

Crane Standard delivery Zone 1

 

Zone 2

 

Zone 3

(the rest of Sydney Metro)

Sydney Metro Delivery charge $50/Pallet Flat rate $90/Pallet Flat rate $120/Pallet Flat rate
For Central Coast, Wollongong, and Blue Mountains $150/Pallet flat rate
For Newcastle and ACT $190/Pallet flat rate

(Excluding GST)

Sydney Metro Zone Map

  1. Orders for Areas Outside of NSW

Our Price List for Melbourne, Adelaide, Brisbane, Gold coast and Sunshine Coast Metro

For areas outside of NSW Delivery charge
Melbourne Metro $220/Pallet flat rate

 

Adelaide Metro $220/Pallet flat rate

 

Brisbane, Gold coast, Sunshine Coast, Metro $220/Pallet flat rate

 

(Excluding GST)

PLEASE NOTE:

  • All online order will be delivered by our Crane Standard delivery, all pallets need to be dropped off on a practical location determined by our driver.
  • Tilemall Pty Ltd reserves the right to refuse delivery if the conditions or situation is deemed unsafe to access.
  • The maximum weight of goods on a single pallet is 650Kg
  • Parcel deliveries are capped at 15kg.
  • For further Orders over 15 kg must be transported by pallet and therefore pallet charges will apply. See the ‘Rates’ section information relating to charges.
  • After the delivery, we will have email notification.
  • If nobody is available to receive the goods, this may result in the goods being returned to the Tilemall Pty Ltd and as a result any charges for redelivery may need to be paid by you.
  • Larger orders and delicate material, including most orders of porcelain tiles, may need to be shipped via freight carriers. The freight company may contact you to set up a delivery appointment. These orders will normally include curb side delivery only.

 

Return Policy

 

Please choose carefully before purchasing as the refund can not be accepted for change of mind. We recommend you order 5 free sample before you know exactly what you are getting prior to placing your order. We accept returns for exchange or refund 2 calendar days after delivery of the goods. Any claim 2 days after delivery is not accepted. We will offer an exchange or store credit only. Items must be in original or resalable condition.

We only accept return claim if you met the below criteria:

  • unused, in saleable condition and in its original packaging
  • must not be a special order or a custom order
  • Goods that are purchased on a clearance basis
  • Original sales receipt must accompany returns

Refunds will be made via the original method of payment and processed once the goods have arrived with us and been checked. Funds may take up to 15 working days to appear in your account dependent on the specific service offered by your card provider. Tilemall have no influence over this time period.

If good is received damaged or is incorrectly shipped by us, please refer to damaged and incorrect goods and contact Customer Support immediately admin@tilemall.com.au.

Refunds are contingent upon inspection of item(s) once we receive it.

There is a 25% restocking fee for returned items that are not being exchanged and are not damaged. Again you MUST contact us within 2 days if you intend to return ANY item back to our store. Items returned to us AFTER 7 days and WITHOUT contacting us will NOT be refund.

Customer is responsible for all shipping costs if seller is not at fault.

Contact Information:
Tilemall

Unit 6B James Ruse Dr

Rosehill,NSW 2142

admin@tilemall.com.au

Customer Service:  XXXXXXXXXXX

 

 

 

 

 

Return Policy

Original sales receipt must accompany returns.

We accept returns for exchange or refund 7 days after delivery of the product. At our sole discretion after 7 calendar days, we will offer an exchange or store credit only. Items must be in “new, unaltered and unused condition”. Definition of new, unaltered and unused condition is:

-without showing signs of wear or damage in any way

-within 7 calendar days of the delivery date (after 7 days no returns are allowed)

-must not be a special order or a custom order

-unless noted that it cannot be returned or has a different return policy time period other than that 7 days noted in that item’s particular item description.

If an item is received damaged or is incorrectly shipped by us, please contact Customer Support immediately.

Refunds are contingent upon inspection of item(s) once we receive it.

There is a 25% restocking fee for returned items that are not being exchanged and are not damaged. Again you MUST contact us within 7 days if you intend to return ANY item back to our store. Items returned to us AFTER 7 days and WITHOUT contacting us will NOT be refunded.

Customer is responsible for all shipping costs if seller is not at fault.

Contact Information:
Tilemall

Unit 6B James Rouse Dr

Rosehill,NSW 2142

adim@tilemall.com.AU

Customer Service:  XXXXXXXXXXX

For additional information in this section, create your own Return & Refund Policy.

Tileamall Shipping & Returns

Warehouse Pick Up

You are very welcome to pick up your order at Tilemall local warehouse:

6b/175 James Ruse Dr, Camellia NSW 2142

Please note all order will be pick and pack at our warehouse for local pick up.

Please allow 24 business hours for us to pick and pack your order prior to pick up.

Please present a screen grab of your payment confirmation when you pick up your order.

Please contact customer service team to give more info for your order(such as Weights and Pallets)on :02 95XX XXX

 

 

Showroom opening hour Warehouse operating hour
Weekdays 9:00am – 5:00pm
Saturday 10:00am – 3:30pm
Weekdays 9:00am – 4:00pm
Saturday 10:00am – 2:30pm

 

Online and Standard and sample Orders

$15 for 5 Samples National Wide delivery and fully refund on Checkout   | Fast delivery on Sydney Metro for all other online standard orders

When you order from Tilemall, you are ordering from the source. Most products are in stock and ready to ship to your doorstep. Our fast shipping means you should expect to receive your order in 5-7 business days generally. Once you place your order online, you will receive an email notification or a phone call from one of our friendly customer service team members within 24 business hours to confirm the date that your order is scheduled for delivery.

Our Price List for Sydney Metro Delivery

Crane Standard delivery 1St

Pallet

 

2nd

Pallet

3rd

Pallet

 

4th

Pallet

5th

Pallet

6th

Pallet

Sydney Metro Delivery $100 $80 $80 $80 $80 $60
5-7 business days 1st pallet rate applies for every pallet after.

 

 

 

PLEASE NOTE:

All online order will be delivered by our Crane Standard delivery, all pallets need to be dropped off on a practical location determined by our driver.

We reserve the right to refuse delivery if the conditions or situation is deemed unsafe to access.

For Central Coast, Wollongong, Newcastle, ACT and Blue Mountains

Crane Standard delivery 1St

Pallet

 

2nd

Pallet

3rd

Pallet

 

4th

Pallet

5th

Pallet

6th

Pallet

Sydney Metro Delivery $180 $150 $150 $150 $150 $150
5-7 business hours 1st pallet rate applies for every pallet after.

 

 

Metro area in QLD, VIC.

 

Orders for Areas Outside of Sydney Metro

Third Party Delivery Companies:

 

 

Company Delivery Areas Contact
Vi logistics

 

Goulburn; Southern Highlands; Wollongong; Blue Mountains ;Gosford ;Hunter Region; Newcastle Maitland 0410 188 855 (Alessandro)

info@vilogistics.com.au

Newline Transport Sydney, Newcastle, Wollongong, Canberra & Blue Mountains (02) 9604 7177 bookings@newlinetransport.com.au
PTM Transport           Australia-wide 0434 149 370 (Scott) info@ptmanagement.com.au
Tatana Transport         Australia-wide           (02) 9037 8265 sales@tatanatransport.com.au

 

Once you contact with your suitable third party delivery company, please let our customer service team members know by Email or Call so we can organize your order with the right delivery company Additional charges may apply for shipping areas outside of Sydney metro,please contact Third Party Delivery Companies for more information. Tilemall

PLEASE NOTE:

–Tilemall will not take any responsibility for these or any other third-party companies.

–Tilemall will contact and organize your order for pick up ,once we receive your E-mail or phone conformation with your third-party company.

FOR OR OTHER

Larger orders and delicate material, including most orders of porcelain tiles, may need to be shipped via freight carriers. The freight company may contact you to set up a delivery appointment. These orders will normally include curb side delivery only.

Return Policy

We accept returns for exchange or refund 7 days after delivery of the product. At our sole discretion after 7 calendar days, we will offer an exchange or store credit only. Items must be in “new, unaltered and unused condition”. Definition of new, unaltered and unused condition is:

– Original sales receipt must accompany returns.

-without showing signs of wear or damage in any way

-within 7 calendar days of the delivery date (after 7 days no returns are allowed)

-must not be a special order or a custom order

-unless noted that it cannot be returned or has a different return policy time period other than that 7 days noted in that item’s particular item description.

If an item is received damaged or is incorrectly shipped by us, please contact Customer Support immediately.

Refunds are contingent upon inspection of item(s) once we receive it.

There is a 25% restocking fee for returned items that are not being exchanged and are not damaged. Again you MUST contact us within 7 days if you intend to return ANY item back to our store. Items returned to us AFTER 7 days and WITHOUT contacting us will NOT be refunde

Customer is responsible for all shipping costs if seller is not at fault.

Contact Information:
Tilemall

Unit 6B James Rouse Dr

Rosehill,NSW 2142

adim@tilemall.com.AU

Customer Service:  XXXXXXXXXXX

 

 

 

 

 

For additional information in this section, create your own Return & Refund Policy.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non­refundable.

If you receive a refund, the cost of return shipping will be deducted from your refund.

For additional information in this section, create your own Return & Refund Policy.

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