Ordering

Payment Problems

Card Processing Problems

VISA Debit/Credit Cards

If you have a VISA Debit or VISA Credit card, please follow the instructions below to process this type of card.

1. Enter the full name listed on the card
2. Enter the card type
3. Enter the long card number
4. Enter the expiry date
5. Enter the last 3 digits shown on the signature strip

Note: Do not enter the start date or issue number even if they appear on the card.

MasterCard

If you have a MasterCard, please follow the instructions below to process this type of card.

1. Enter the full name listed on the card
2. Enter the card type
3. Enter the long card number
4. Enter the expiry date
5. Enter the start date
6. Enter the last 3 digits shown on the signature strip

Note: Do not enter the issue number even if it appears on the card.

VISA Electron and American Express

At this time, we do not accept payment via VISA Electron or American Express card. If possible, please use a different card. We accept VISA Debit, VISA Credit, MasterCard, Maestro/Switch, and Solo cards.

Email and Billing Address Errors

To make sure that the payment is processed, you need to ensure that you enter the correct email address and that the billing address postcode is in the correct format. The postcard should be entered with a space (i.e. AB12 3CD).

3D Secure

3D Secure is an extra security measure that was introduced by card issuers to help prevent card fraud. There are several types of 3D Secure including Verified by VISA and MasterCard SecureCode.

How does 3D Secure work?

Once you have entered the card details on Tile Fix and clicked 'Submit Payment', a 3D Secure web page will appear if your card is part of the 3D Secure scheme. The page will work in one of two ways.

1. If your card is not yet registered with 3D Secure or it hasn't been used by 3D Secure, it will ask you to register. In most cases, you can register online. You will need your date of birth, some card details, and a password of your choice in order to register.
2. If your card has been used with 3D Secure before or if it has been pre-registered by the issuing bank, it will ask you to input a password or 3 specified letters and/or numbers from the card. If you enter the information correctly, it will bring you back to the Tile Fix site and you'll be able to confirm your order.

If you don't know or can't remember your password for 3D Secure

There will be a link that says 'Forgot Your Password' or something similar. Click this link and then fill in the form to receive a new password. If this option isn't available or you are experiencing problems filling in the form, you must call your bank or the card issuer. We are not able to help with issues on this page as it's not a part of our website.

Entered the correct password, but the order still failed?

If you've entered the correct password and there is still a problem with your card or the account, you will need to contact your bank or the card issuer to see if they can help resolve the problem. Or, you can try using a different card if that's an available option.

Cancelling Your Order

If you wish to cancel your order for any reason, please call us on 0333 320 04 24 as soon as possible. If the goods have already been shipped, there may be a charge for the order cancellation. This is to cover the cost of returning the goods back to Tile Fix.

Changing your Order

Orders received by 2pm are dispatched the same day (subject to stock) ensuring that you get your order as soon as possible.

As soon as you receive the confirmation email, check it carefully and contact us immediately if there are any errors. If you have not received the confirmation email within 30 minutes of placing the order, please call us to make sure your order has been processed.

If you want to remove items from your order, please call us on 0333 320 04 24. If the order hasn't yet been dispatched, items that are no longer needed can be refunded.

Once payment has been taken, it's not possible to add additional items to an order. You have a couple of options in regards to ordering additional items.

• Place another order for the additional items. If the total exceeds £150 (including VAT), the delivery will be free. If the total value of the items is less than £150, you'll have to pay small carriage fee.
• Call us to refund your first order and then place another order including the previous order's items and the additional items needed.

Pricing and VAT

Tile Fix Direct is a VAT registered company. Our VAT number is GB 213 1387 01. If you are VAT exempt, the VAT will have to be paid initially. When an applicable certificate is provided to us a refund for the VAT will be made.

All prices shown on the website are shown including VAT. A breakdown of the complete cost, including VAT, is shown on your invoice.

Goods are charged at the price shown on the product pages on the date the customer places the order. Prices are correct at the time of publication. Orders will be processed at our published prices; however, if there is an unexpected change in price, you will be informed and asked if you wish to reconsider your order before proceeding.