FREQUENTLY ASKED QUESTIONS
Buying tiles isn't something that you will do on a regular basis, unless you are a tradesperson. So, when it comes time to renovate, there will be many questions that will need answering. To give you some help in this regard, we've listed the answers to some of the most common questions that we get asked about tiles. Alternatively, email info@crocatile.com or call our Customer Sales Team on 0141 882 3245.
PAYMENT & ORDERING
It is not always possible to confirm why your payment has failed, as the process involves both our systems and your own bank. However, if your payment does fail the first step is to check you have entered all your details correctly, remember these need to match what is written on your bank statement. Alternatively please try another card or contact customer services for further advice.
We charge your credit or debit card as soon as you click “Confirm” during the checkout process. If you have selected to pay by Klarna, please refer to Klarna's FAQ page.
Crocatile currently accepts all major credit, debit and charge card. These include: Visa, Mastercard, Switch, Delta, Solo, UK Maestro, American Express, PayPal, and Klarna.
Yes, you can cancel your order once it has been placed. Please note, however, that delivery charges will apply if the order has already been dispatched. Your refund will only be approved once we receive the items back in their original condition - minus the delivery cost(s). If the order hasn't yet been dispatched then we can cancel it without a cost being incurred.
Yes, if you are looking to buy tiles in bulk for your home or for your business then get in touch with us and we can look at giving you a great deal on your order. You can email us at web@crocatile.com or call us on 0141 882 3245 to speak to our sales team.
DELIVERY & RETURNS
No, Crocatile currently do not deliver outwith the UK.
We deliver throughout the UK Mainland, Northern Ireland, Scottish Highlands & Islands, Isle of Man, and the Channel Islands.
Please allow up to 7 working days for delivery. We aim to have weekday orders dispatched within 24 hours and with you soon after that. Orders will arrive between 9am and 6pm Monday through to Friday.
As you may expect, delays may occur at certain times of the year, so we recommend customers use their order tracking codes to stay updated.
We aim to meet these delivery times but during busy periods (including Sale, Black Friday, Christmas etc.) deliveries may take a little longer. During spells of bad weather, conditions may mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum.
Please note: If you place a custom order that is being shipped from our suppliers in Italy, Spain or Portugal it may take several weeks to be delivered, but you will be notified at the time of buying how long this will take.
Don’t worry! Our delivery agent will leave a calling card, which will allow you to rearrange delivery or permit you pick up from a local access point.
We use Royal Mail, TNT, and Burns Express for deliveries. This is dependent on the item, its value, destination, and the weight of your order.
Yes. Simply add the alternative delivery address when prompted in the checkout process.
If there are any items missing from your order please contact us immediately so we can track it down for you. You have 7 days to let us know about the missing item.
You should return goods using conventional haulage at your own expense, and should not use Express or Special Transportation services, unless specifically agreed with the company, in writing, prior to the goods being returned. If you cannot arrange for the return of the goods, Crocatile can arrange for collection. We will deduct the collection costs from the refunded amount. Please liaise with our Sales team in regards to the cost of returning the goods. For further details please contact us on 0141 882 3245 or email web@crocatile.com.
If you have received a damaged order or the incorrect order then please contact us within 24 hours of delivery. We will either issue a full refund you or send replacements as quickly as possible. We will ask for photographic evidence of the damaged/wrong products and in regards to the wrong items being received, we would request the items be returned in their original condition before issuing a refund or replacement. If they arrive back damaged, without prior notification, we may deduct the cost from your refund.
For more information check out our Returns Policy.
It is possible for you to return your order to one of our stores, we encourage all customers to phone us on 0141 882 3245 in advance of travelling. Find your closest Crocatile store.
On arrival at the store you should provide the original receipt supplied by email and ensure the item is in resalebale condition, undamaged. and still in its original packaging.
We have extended our returns policy for the festive period by a further 30 days. If you need to return any items or your order in full then please get in touch with our customer service team and discuss your options on 0141 882 3245 or email web@crocatile.com.
All refunds are made to the original card used for purchase. To stop fraud and to protect you we cannot make any exceptions to this rule. Online orders cannot be refunded in-store.
ACCOUNTS
No, you can checkout as a Guest customer as well. Registering an account does, however, have its benefits. This includes the ability to save your basket, check the status of your order, and what you have previously ordered.
The choice is entirely up to you. It is, however, worth mentioning that we do not send out a lot of emails, but when we do they tend to have exclusive offers and discounts not offered to the general public.
So our advice is simple, try before you opt-out. If what you receive through is of no interest then you can easily unsubscribe by clicking the "Unsubscribe" link at the bottom of each email or simply log in to your account online and untick the "Subscribe to newsletter" box.
Simply click the "Forgotten your password?" link on the log in page. You will then be sent an email with instructions on how to reset your password.
If you do not receive the password reminder email through, please start by checking your spam folder for our email. If you still can’t find it please contact customer services on 0141 882 3245.
Yes you can. Opening a trade account is as simple as filling out our online form and allow us up to 24 hours to authorise your application. Once your account has been approved, you will receive an email from us to complete your registration - entering password details etc. Thereafter, once you log into your trade account you will see all of our products available to trade at a discounted rate.
We serve both the public and trade customers. Online trade account customers can view trade prices online once they have signed into their account.
Alternatively, you can get in touch with us about opening an account and our discounted rates on 0141 882 3245.
If you are a commercial company looking for a bulk order it is best to discuss your requirements with us first, either by email, in-store or over the phone on 0141 882 3245.
GENERAL
Products come and go at Crocatile. Sadly this does mean some items sell out and will not be replenished. However, the majority of our products are replenished and may take several weeks to be available to buy. If we are no longer stocking an item get in touch with our customer services team on 0141 882 3245 as soon as possible and they may just be able to track one or two down for you through the manufacturers.
To find your closest store, please visit our showrooms page.
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