Beaumont Tiles
Frequently Asked Questions
We are here to help, you can jump on webchat, drop into one of our 115+ stores, call on 1 800 4 TILES or email contactus@tile.com.au
Orders
Whoops, I put the wrong thing through on my order, what do I do?
Give us a call really quickly and we’ll see what we can do, be sure you have your order number ready. If you ordered online email or call: 1800 4 TILES or contactus@tile.com.au or if you put the order in at your local store, you could also call the team member there.
Can I make changes to an existing order?
Depending on the status of your order we can make amendments where possible, please give one of our friendly team members a call to discuss on or email contactus@tile.com.au. If your order has already been processed we will work together to find a solution.
Can I cancel my order?
You can cancel an order that hasn’t been delivered, if it’s a regularly stocked item or something we haven’t made especially for you, within 7 days of purchase without any penalty, we understand things happen. If your order has been processed, there will likely be a cancellation fee of 25% to cover our costs in getting your order ready to deliver, things like order processing, moving it within the warehouse with a forklift, and then re-entering it in the system and re-stacking the order safely. If we haven’t started that process, there will be no charge. Contact us on: 1800 4 TILES or contactus@tile.com.au
I need more tiles from my original order, is this possible?
We will always try to match your tiles to the same batch as previously ordered, and that’s because batches do vary in colour. However, if we have run out of your batch, we will look at supplying an alternative batch. Please have your order number ready and either call the store you placed the order at or give one of our friendly team members a call to discuss on 1800 4 TILES.
Pick Up Point
What is Pick Up Point?
Collecting your order is now easier with our new Pick Up Point service for online orders under 200kg. A collection fee will be applied at checkout, allowing us to prepare and have your order ready for collection.
What fee applies to Pick Up Point?
A Pick Up Point fee will be displayed before payment. This contributes to the cost of transporting the order from the distribution centre to the participating store.
Is there a different process for Pick Up Point?
Pick Up Point replaces the previous Click & Collect wording for online customer collections. While the store handling steps may be similar, customer messaging should refer to the service as Pick Up Point and make clear that a Pick Up Point fee applies. Once the product has been received at the store, the store is responsible for contacting the customer and facilitating collection.
What is the store responsible for when facilitating Pick Up Point?
Participating stores will receive and hold the order for customer collection and complete the required collection process.
Can regional stores opt out of Pick-Up Point?
Yes. Participation will depend on each store's capacity and facilities. Stores will be encouraged to participate where practical because it supports customer convenience and incremental sales.
Does the store receive any separate payment or credit for facilitating Pick Up Point?
No separate payment will be made for facilitating Pick Up Point. The Pick Up Point fee forms part of the online order revenue and will therefore be included in the existing franchise attribution methodology for qualifying online sales.
Can customers collect directly from a warehouse?
Warehouse collection is not currently available.
Delivery
How long until I get my order?
If you ordered online, you will already have a delivery date nominated. If you ordered in-store most metro delivery areas are a 2 day turn around, regional areas take a few days longer as we have to drive your order in. You’ll receive a delivery text message on the day of your delivery to ensure you’re there to receive your order. If you have any more questions, please buzz or email us on: 1800 4 TILES or contactus@tile.com.au.
What do I do if my tiles or other goods arrive damaged?
The first thing you have to do when you get your order is check it’s what you ordered and there are no damaged tiles or other goods. If there are, call us on 1800 4 TILES and we’ll sort it out. You need to buzz us within 48 hours and have your order number ready. We will ask for photos of the damaged tiles, from there we can investigate the issue and rectify it for you.
Can I pick up my tiles?
Tiles are heavy, so safety is our number one priority. We have weight limits of 200kg for a normal car. If your order is heavier you’ll need to confirm you have the right vehicle for the job. We can’t load goods into an unsafe vehicle, onto a seat or in a vehicle with the back seats folded down, if in doubt just buzz us and we’ll ensure we get your order to you safely.
Why is freight so expensive?
The simple answer is tiles are super heavy and we have to pay the freight company by weight. To move tiles takes a few team members, forklifts, trucks and then forklifts at the delivery address and a driver with some great skills at unloading the heavy goods and safely storing them at your address.
Returns
Can I return my order?
Everything you need to know is in our Returns Policy.
Can I cancel my order?
You can cancel an order that hasn’t been delivered, if it’s a regularly stocked item or something we haven’t made especially for you, within 7 days of purchase without any penalty, we understand things happen. If your order has been processed, there will likely be a cancellation fee of 25% to cover our costs in getting your order ready to deliver, things like order processing, moving it within the warehouse with a forklift, and then re-entering it in the system and re-stacking the order safely. If we haven’t started that process, there will be no charge. Contact us on: 1800 4 TILES or contactus@tile.com.au
How do I return my online order?
Our dedicated online sales team will organise your return, you’ll need to provide us with your order number and comply with our Returns Policy.
Are there any other fees I will incur if I return my order
If your order has been processed, there will likely be a cancellation fee of 25% to cover costs in getting your order ready to deliver, things like order processing, moving it within the warehouse with a forklift, and then re-entering it in the system and re-stacking the order safely. If we haven’t started that process, there will be no charge. We are here to help, just buzz our helpline on 1800 4 TILES.
I think my goods are faulty, what do I do?
We can help you out if your tiles have not been installed, so be sure to carefully inspect your tiles and other goods before you install them. Please feel free to contact us on: 1800 4 TILES or contactus@tile.com.au.
I’ve ordered something custom, what is the return policy on custom items?
If you change your mind we are happy for you to return anything we don’t have to specially make and order from an outside supplier. Therefore, we will ask you to be extra sure before placing an order for any specially ordered goods, as they cannot be returned. Custom items can be non-stocked bathroomware or tile products. We are here to help, just buzz our helpline on 1800 4 TILES.
Will my refund incur freight to return?
You will only ever be charged if we have been, to return tiles takes a truck and freight, the costs for the return will be charged to you. The cost of the return freight will be deducted from your refund.
How long will my refund take to be processed?
Once your order has been returned and processed at your local distribution centre the refund will usually take place within 24 hours. We are here to help, just buzz our helpline on 1800 4 TILES.
Samples
What is the online sample offering?
Sometimes seeing a tile on screen just isn't enough. Our online tile sample service lets you experience the colour, texture and finish in your own home before you buy, with samples delivered Australia-wide.
Is the $18 online sample freight charge refundable or redeemable?
Yes. The $18 freight charge can be redeemed against a future eligible purchase of $250 or more, including GST. After purchasing samples online, the customer will receive a unique code by email. The code is valid for 3 months, can only be used online, and only one sample credit code can be used per order.
Are there any limits or exclusions for online sample credits?
Yes. The sample credit applies to eligible online purchases only and cannot be used in store, or with another promotion or discount code. Not all products may be available as online samples.
Are online samples the same as samples available in store?
No. Online and in-store sample offerings operate differently. Online samples are supplied through the online sample service and include a freight charge for delivery. In-store samples remain subject to local store availability and the existing $5 or $10 refundable sample fee process.
How much does it cost to order samples online?
Customers can order up to 6 samples for $18. The sample product price will show as $0, with an $18 freight charge applied to the order. Additional Sample Orders will need to be placed as a new order.
Tiles
How do I know if it’s a wall tile?
The good news is pretty much any tile can go on a wall, unless you’re Spiderman and need to climb walls. However, it’s really important that you do not put a wall tile on a floor. When looking at the Wear Ratings a Wall Tile is 0. Tiles with a wear rating of 0 are not recommended for use on floors and are therefore rated W0.
How do I know if it’s a floor tile?
Floor tiles can be identified by Wear ratings 1 – 5. When thinking about what tile to use on your floor, you also need to consider if it’s being used in a wet area or high pedestrian area, such as a hallway. For more detail head to our handy things to know about tiles page here.
How do I know if the tile I love is Ok to use outside?
Tiles that are suitable for outdoor use are identified with an R11 or R12 rating, which means they have been tested and assessed as low or very low slip risk.
Can mosaics be used on floors?
Some mosaics can be, but most can’t, as they are usually not rated as being safe on a floor, if you have a mosaic in mind, we can check if it is suitable for you, just contact your local Beaumont team and we’ll help you make a great decision.
What is the difference between rectified and non-rectified tiles?
A rectified tile has a precise square cut edge, this gives the final product a sharp and clean appearance. A non-rectified tile has a slightly rounded or "cushion-like" edge, these can vary slightly in final measurements.
Can I tile over existing tiles?
You sure can, everything you need to know about it is here.
What’s the difference between porcelain and ceramic?
All porcelain tiles are ceramic but not all ceramic tiles are porcelain. Ceramic simply means that a tile is made from clay that has been permanently hardened by firing.
For a ceramic tile to be classified as porcelain, it must have very low moisture absorption in the fired clay body of the tile (less than 0.5%), meaning the tile will be very dense as well as hard and strong. Porcelain ceramic tiles are made from different clay compositions, these raw materials are more expensive and are fired at higher temperatures than regular ceramic tiles.
The best tile is the one most suited to the application. If a floor area receives heavy traffic, a harder wearing porcelain tile will probably be best. However, many areas do not require the higher wear ratings or extremely low moisture absorption so a ceramic tile will be ideal for residential walls or low traffic floors. Any higher technical performance that a porcelain tile can provide will be unwarranted. On the other hand, if you really like a tile that also has the higher technical characteristics of porcelain, it is the better tile for you as you will enjoy looking at it for many years to come.
What is Variation?
It’s all about celebrating the amazing mix of shades in natural surfaces and creating unbelievable tiles that look exactly like the real thing. If you see a tile that has V0 that means there is literally one face or one look of that tile so that are all really uniform, on the other end of the spectrum there’s V4, which means Lots of Variation - these tiles can have up to 20 even 30 or more faces. They show random colour tones, just like nature intended to really give that WOW factor. Read more on page 4 here.
What is Vitrified?
Vitrification refers to the process in which clay becomes glass-like as a result of fusion. A vitrified tile is generally stronger, denser and more resistant to staining than a non-vitrified ceramic tile thanks to its water absorption (how much water a tile holds). The lower water absorption a tile has the more resistant it will be, yet various levels of vitrification exist. A semi-vitrified ceramic tile has a water absorption between 3% to <6% where as a vitrified ceramic tiles have a water absorption between 0.5% to <3% .
These tiles are split into sub-categories based on water absorption
- Ceramic Tiles with Low Water absorption < 0.5% - HIGHLY VITRIFIED
- Ceramic Tiles with Low Water absorption 0.5% < 3% - VITRIFIED
- Ceramic Tiles 3% < 6% - SEMI VITRIFIED
- Ceramic Tiles 6% < 10% - SEMI POROUS
- Ceramic Tiles > 10% - POROUS
Can thin tiles be used on the floor?
They sure can, some of our gorgeous tiles are just 6mm thick. As long as they are rated for your desired floor application and well embedded underneath with no voids, you’ll marvel in your beautiful tiled floor for many years to come.
What slip rating is required for around a pool?
Tiles that are suitable for pool surrounds are identified with a "P4" slip rating along with a "B" wet barefoot rating. Ramps and stairs leading to water should be a "P5" slip rating along with a "C" wet barefoot rating.
Should I seal grout?
Yes, you should. It will keep it easy to clean and looking brand new. Our recommended sealers are right here.
What tile should I use for a car to drive over?
Use a tough one, cars are heavy. Most floor tiles with a good wear rating such as ‘W5’ will be fine for cars to drive over as long as they are bedded in the adhesive with no voids underneath. Polished porcelain tiles and porous unglazed tiles should not be used as they can possibly stain from tyres and oil.
Working at Beaumonts
What is the application process like?
Our application process is straightforward. You can apply online through our careers page. Once we review your application, we’ll contact you if your skills and experience align with an open position.
What is the company culture like?
Beaumonts fosters a collaborative, supportive, and customer-focused culture. We value diversity, innovation, and a strong work-life balance.
What kind of benefits do you offer?
We offer a comprehensive benefits package including travel & stays, health & lifestyle, discounted shopping and health benefits.
What are the opportunities for growth and development?
We believe in investing in our employees’ careers. We offer various training programs, mentorship opportunities, and career advancement paths.