Generous 30 Days Hassle Free Return

We can only accept returns on your full order with all tiles in unopened boxes.

We encourage you to complete our Returns Form below and we’ll be in touch.

You’ll need to arrange the delivery back to our warehouse – please note that we can’t cover the return cost of this.

Non Acceptable Return On:

  • Part orders or leftover tiles
  • Unboxed or damaged tiles

How to Return Your Order Safely.

Tiles are fragile so to make sure your returned order arrives safely, we recommend:

  • Securely wrapping your order to the original delivery pallet
  • Attaching the authorized returns labels we’ll send you to the pallet
  • Using a reputable pallet network
  • Taking photo evidence of the pallet before it leaves, in case it’s damaged in transit

Your refund

Once we’ve received and checked your order, we’ll email you to confirm the refund.

Refunds may take up to 5-7 working days to reach your account after we have received your return.
Please note that for security and data protection reasons, we can only process your refund onto the original payment method.

Contact us or mail to: hello@hightiles.co.uk with the Return Authorisations Details given below:

  • Your Full Name 
  • Email Address
  • Order Number
  • Reason for Return


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@hightiles.co.uk.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@hightiles.co.uk with damage evidence within 2 days of receiving the Tiles at your location and we ask you to send the damaged item to our warehouse.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping Returns

To return your product, you should mail your product to our warehouse address.

You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at hello@hightiles.co.uk or via Chat or Call us for questions related to refunds and returns.