FAQ

Yes, you can return any resell-able products to us within 60 days for a full refund (excluding delivery charges). More information can be found here.

Please visit our product pages, or check out our Knowledge Base for additional information. Alternatively, our in-store specialists are on hand to support with product queries. To find your local store, please use our online store locator here.

We are currently aiming to process all refunds from order cancellations within 10 working days. If you haven’t received your refund within 10 working days, please contact contact@jnjtiles.com

For orders placed in-store, please contact the store you purchased from; their details can be found here.

For orders placed online for collection, please contact the store you’ve requested to collect your order from. Store contact details can be found on your order confirmation email.

For orders placed online for delivery, please call our Customer Services team on 02477924570 (Mon-Fri 8:30am-5:00pm) or alternatively email contact@jnjtiles.com, including your order number in the email subject line.

For orders placed in store or placed online for in-store collection, please contact the relevant store to make any amendments.

For orders placed online for delivery, we are unable to amend your order. If you wish to cancel your order or remove a product before your order has been dispatched, please call our Customer Services team on 02477924570 (Mon-Fri 8:30am-5:00pm) or alternatively email: contact@jnjtiles.com

Your order will be delivered to kerbside on your chosen delivery date, which you can select at the checkout. If you have ordered trims, these will arrive in a separate delivery. We aim for this delivery to be on the same day as the rest of your order, but this may not always be the case. Orders containing our Luxury Vinyl Tiles will be delivered within 3-5 working days. Orders to difficult to difficult to reach postcodes will be delivered within 7-10 working days. Please visit our delivery page for more information.

When your order arrives, we recommend that you inspect all items to ensure that the products supplied are correct and as ordered. Please notify us of any faults or damages within 48 hours by contacting our Customer Services team on 02477924570 (Mon-Fri 8:30am-5:00pm) or alternatively email contact@jnjtiles.com so that we can help to rectify any problems as swiftly as possible.

Our courier will notify you on the day of delivery. Currently our delivery time slots are 7am to 6pm.

All orders under £300 and under 20kg in weight will incur a £12 non-refundable delivery fee, orders under £300 and over 20kg in weight will incur a £25 non-refundable delivery fee. All orders over £300 will be delivered free of charge.

This threshold is £200 on our Trade website. Postcode restrictions apply and may be charged, this is determined at checkout.

We’ll aim to deliver all sample orders within 3 working days from your order date. Your local store will be in touch once your sample has arrived to see if you need any help with anything.

Yes, depending on the value of your purchase we offer different repayment options. You can choose monthly instalments of 12, 24 and 36 months, pay in three instalments or pay in 30 days. 12-month credit terms require a minimum spend of £500, 24 months £1,000 and 36 months £1,500. A deposit of 10% must be paid directly to Klarna at the point of application. The maximum value is £5,000 across all possible term lengths. Pay in 30 days is available for spends between £35 to £200. Pay in three is available for spends between £200 and £1,000, the first instalment must be paid directly to Klarna at the point of application, then the 2nd and final payment is on day 30 and 60.

Pay in three and pay in 30 days is available to trade customers. All applications must be made with personal details and not business details.

18+ Terms and conditions apply. Online, credit is available subject to status and is provided by Klarna Bank AB. More information can be found here.

Unfortunately, collection is not available on sample or PayPal orders, but it is available on IFC orders.

The following tiles are not available for collection: Everscape, AquaBase, Luxury Vinyl Tiles and Revolution. If you’d like to purchase these tiles, please select ‘Delivery’ in the Checkout.

In the current climate, we’re running a reduced range of essential products. These can be found here.

There is a selection of products our stores may have in stock that we don’t have centrally, or the store can order in for you. To order one of the below items, please call your nearest store and if the product is available, you can use our telephone payment service to pay using our Call & Collect service, then collect your item in store once we’ve advised it’s ready: BAL 10kg Grouts, BAL Primers/Bond/GT1 Admix, BAL Silicone, PVC Trims, Warmup DCM and Cutters/Drill Bits/Tiling Accessories.

If you can no longer travel to collect your order, please call the store as soon as possible who will be able to arrange delivery for you. Their phone number can be found on your confirmation email or via our online store locator.

For orders placed in store or placed online for in store collection, please contact the relevant store. For orders placed online for delivery, please email contact@jnjtiles.com

To see prices and purchase online, you’ll need to log in to the Trade website. If you have set your account up online, you’ll have set a password up when registering so you can use this to log in. If you set your account up in store, you’ll have received a welcome email which contains instructions on how to set your password and log in. If you haven’t received the email, simply use your email address in the ‘sign in’ screen and then use the ‘forgotten password’ button to send yourself an email to reset your password.

If you already have an account in store but have never logged in before, please ensure you use the same email address that’s on your in-store account. This will be the same email address we send offers to and ensures we don’t set you up with a brand new account.

In your ‘My Account’ area, you’ll be able to see your order history, Rewards+ points statement and your profile where you’ll be able to amend your addresses and personal details. In your order history, you’re able to re-print and view VAT invoices for your online orders. Your in-store orders will be available to view, but VAT invoices aren’t currently available online for in-store orders.

If you’re a registered Rewards+ Trader, you can apply for a Trade credit account here. Please note you must be logged in to access this area of the website.

As you shop, you’ll earn Rewards+ points (2 points for every £1 you spend) and you can spend these in store (1 point = 1p) against any of our products, including a range of Rewards+ products.

Yes. When you call the store to place your order, let us know the name of the registered JnJ Tiles Trader you’re using (ensuring you have their permission to do so first) and we’ll apply their specified level of discount to your order.

Yes. You can use Trade Credit as a payment method when ordering via Call and Collect.

In your ‘My Account’ area, you’ll be able to see your order history where you’re able to re-print and view VAT invoices for your online orders. Your in-store orders will be available to view, but VAT invoices aren’t currently available online for in-store orders.

To redeem the 10% off your order all you need to do is email a picture of your Blue Light card, Defence Privilege card, MOD90 Armed Forces card or NHS ID badge to contact@jnjtiles.com and we’ll send you a one-time code to input at the checkout of our website. Find out more here.