FREQUENTLY ASKED QUESTIONS
PLACING AN ORDER
When will my order ship?
All orders are typically processed and shipped within 3 business days after they are placed.
You may log into your account and click on My Orders or click the Track My Order in the website footer to track the status of your order.
You will receive a shipment confirmation with tracking information once the order has shipped.
How do I order a product which is out of stock (Pre-Order)?
If a product you are interested in is out of stock (Pre-Order), you may place a backorder for it. Backorders are shipped as soon as we receive more of the item. Please call us at 07 3355 1791 or assistance with placing a backorder.
PRE-ORDER INFORMATION
What does pre-order mean?
Place an order for an item which is currently low in stock or out of stock.
What happens if I mix pre-order items with in-stock items?
Please bear this in mind, if an order contains a pre-order item along with other items, then everything will be held back until the pre-order item is ready to be shipped.
How long will it take for the out of stock or low stock items to become available again?
Generally, it takes between 4 to 8 weeks for the out of stock items to become available.
Do you provide any pre-order ETA?
The pre-order ETA we indicate on the product page is our best estimate.
If there is no pre-order ETA information, send us an email
at sales@cocotilesandmosaics.com.au for more information.
I pre-order my tiles but I do not want it anymore. Can I get a refund?
No, we do not offer a change of mind refund, return, exchange or cancellation. Therefore, please choose carefully.
PROBLEM WITH AN ORDER
What if I received my order but there are products missing?
Sometimes orders ship in multiple shipments. Please check your shipping notification email to see which products were expected in the shipment you received. If you are still missing products, please contact us at 07 33551791, or sales@cocotilesandmosaics.com.au
What if I received damaged tiles?
Although we pack our orders as best as we can using the most modern packing technology, there does come the rare occasion that some tiles may break.
Please email sales@cocotilesandmosaics.com.au as soon as possible. Your email must include:
- Your order number.
- Confirm the total quantity that is damaged.
- Pictures of any damages.
Please review all boxes for any further damages that may be hidden upon first look. We
can only process one claim per shipment. Confirming the total damage quantity will help us process everything you need for your project.
Our partner carriers request photos to contain a good representation of the damaged tiles. You can include multiple items in a single photo provided the damage is still visible. Please attach these to your email reply.
PLEASE NOTE THAT ANY DAMAGES MUST BE REPORTED WITHIN 5 DAYS OF DELIVERY DATE IN ORDER TO RECEIVE ANY CREDIT.
AUSTRALIAN STANDARD TILE SIZE FAQS
What is the Australian Standard, and how can I determine if the variance in my tile is within the normal range?
The Australian Standard allows for a variance in tile dimensions of ±0.6% from the specified work size, with a maximum deviation not exceeding ±2mm. For example, a tile that is nominally 600x600mm can vary in size between 598mm and 602mm, resulting in a total variance of 4mm.
What is meant by the nominated work size?
Tiles are categorised into three distinct sizes:
- Nominal Size: This size generally indicates the approximate dimensions of the product (e.g., 300mm x 300mm or 600mm x 600mm). The nominal size is also the measurement printed on each box.
- Work Size: This refers to the size that the manufacturer aims to produce. It is the actual size of the tile and should not be confused with the nominal size.
Note: Tiles of the same nominal size may have different work sizes (calibres). When using tiles with varying work sizes, wider grout joints may be necessary to accommodate size differences and tolerances.
- Actual Size: This is the final size of the tile, measured according to the Australian Standard.
How can I verify if my tiles comply with the standards
To determine compliance, measure ten tiles in both length and width (a total of 40 measurements) to calculate the "average actual working size." The Australian Standards (tolerances) will then apply.
For instance, if the average work size of a tile is 297mm x 599mm, the acceptable range would be 295mm – 299mm in length and 597mm – 601mm in width. Tiles meeting these criteria are classified as acceptable and of First Quality.
The standard recommended grout joint width of 3mm, as specified in AS 3958.2023 (Guide to Installation of Ceramic Tiles), is generally sufficient to accommodate tile size variations and ensure proper placement.
Additionally, while a customer may choose a grout joint of 2mm or smaller, achieving this may be challenging if the substrate is not completely flat, plumb, or true.
How to Work with Tiles of the Same Nominal Size but from Different Factories
Due to manufacturing tolerances, tiles of the same nominal size from different factories may have slight variations in their actual dimensions. Standards permit a variance in length and width from the nominated work size of ±0.6%, with a maximum deviation not exceeding ±2 mm. For example, a 600 × 600 mm tile can vary between 598 mm and 602 mm, resulting in a possible difference of up to 4 mm between tiles from different batches or manufacturers. Therefore, it's important to measure and determine the actual sizes of tiles before installation.
Professional tilers often encounter alignment challenges when working with such tiles. If there is a size difference between tiles of the same nominal size, the following methods can help achieve proper alignment:
Option 1: Align at Eye Level
- Focus on Eye-Level Alignment: Discrepancies at the bottom or top edges are less noticeable, so prioritise aligning tiles where they are most visible.
- Adjust Using Spacers or Grout Lines: Align the top edges of the tiles and use tile spacers or adjust grout lines to compensate for differences at the bottom edges.
Option 2: Start from the Midpoint
- Begin Laying from a Central Point: This helps distribute any size discrepancies evenly across the installation area.
- Combine Different Sized Tiles Carefully: When placing tiles of slightly different actual sizes (e.g., a 300 × 600 mm tile next to a 300 × 300 mm tile), ensure consistent spacing.
By carefully planning and adjusting tile placement, professional tilers can manage slight size variations and achieve a visually pleasing result.