Products marked Pre-order can be ordered before stock becomes available. Check the estimated arrival information on the product page, or contact our team to confirm availability before placing your order.

If a product is unavailable and does not offer a pre-order option, please ask us about the next expected shipment.

Availability varies by product. Our current general guide is around four to eight weeks, but some products may take longer. Check the product page for its estimated arrival date, or email sales@cocotilesandmosaics.com.au for the latest information.

Arrival dates are estimates and may change. Please confirm your product's availability with us before committing to an installation date.

Your whole order will be held until the pre-order products are available and ready to ship. Please consider this when planning your project.

Please choose carefully. We do not offer change-of-mind refunds, returns, exchanges or cancellations, including for pre-orders.

This does not affect your rights under Australian Consumer Law. See our Returns Policy and Trading Terms and Conditions for further information.

In-stock orders are typically processed and dispatched within three business days. This is the processing time before shipment; delivery time is additional.

Orders containing pre-order products are dispatched when those products are available and the order is ready to ship.

We will email your shipment confirmation and tracking information once your order has been dispatched. If you need help locating your tracking details, contact us with your order number.

Visit Pickup and Delivery for delivery information and free Click & Collect details. Please wait for confirmation that your order is ready before collecting it.

First check your shipment confirmation, as products may arrive in separate shipments. If something expected in that shipment is missing, email us with your order number, the product name and the quantity missing.

Inspect your delivery promptly and contact us as soon as you notice damage. Email sales@cocotilesandmosaics.com.au with:

• Your order number.
• The product name and total quantity affected.
• Clear photographs showing the damaged tiles and any visible damage to the packaging.

Check all boxes and include all damage you identify in your report so we can assess it together. Keep the affected tiles aside and contact us before cutting or installing them.

Prompt reporting helps us investigate transport damage. It does not limit your rights under Australian Consumer Law.

We do not offer change-of-mind refunds, returns or exchanges. Please check your selection, quantities and product suitability before ordering.

If you believe a product is faulty or incorrect, contact us so we can review the concern. Our change-of-mind policy does not affect your rights under Australian Consumer Law. Read our Returns Policy for more information.

Tiles have three distinct size descriptions:

• Nominal size: the approximate advertised size used to describe the tile, such as 300 × 300 mm or 600 × 600 mm.
• Work size: the dimensions specified by the manufacturer as its production target. This is also called the nominated work size.
• Actual size: the measured dimensions of a finished tile.

For example, a tile advertised as 300 × 300 mm might have a nominated work size of 298.5 × 298.5 mm. This is an illustration, rather than a specification for a particular COCO product.

The advertised size should not be used as a guarantee of the exact dimensions of every finished tile. Your tiler should check the manufacturer's information and measure the supplied tiles before planning the installation.

Ceramic and porcelain tiles can change dimensions during firing. Small dimensional differences may occur between finished tiles, including products advertised with the same nominal size.

The permitted tolerances depend on the selected product and its applicable specification. A small size difference is not, by itself, proof of a defect; the supplied tiles need to be assessed against the appropriate requirements.

A calibre identifies a tile's size grouping. Cartons may show the manufacturer's work size, a calibre code, or both.

Your tiler should check carton markings and compare the supplied tiles, particularly when combining boxes, colours, formats or products from different manufacturers. Keep a carton label or a clear photograph for future reference.

Matching nominal sizes do not guarantee matching work sizes or grout lines. Different products can have different work sizes and actual measurements, even when their advertised dimensions are the same.

When combining formats, such as 300 × 600 mm and 300 × 300 mm, your tiler must assess the complete pattern, including the grout joints between tiles. Do not assume the advertised sizes will form a matching layout.

Ask your tiler to check the manufacturer's nominated work size and calibre information, measure a representative selection of the supplied tiles and identify the specification applicable to that product.

A measurement check can identify a concern, but it does not by itself establish full product conformity or quality classification. There is no single percentage or millimetre allowance that should be applied to every tile.

If you have concerns about dimensions, calibre or suitability for the proposed layout, contact COCO before cutting or installation. Keep the relevant carton information and photographs available so we can review the product with you.

Complete these checks before any tiles are fixed:

1. Check the delivery. Confirm the products and quantities, inspect the tiles and review the shade, calibre and batch information on the cartons. Keep the carton details for reference.
2. Measure the supplied tiles. Include each colour, format and product being combined. Compare their actual dimensions and the manufacturer's work-size information.
3. Agree on grout-joint spacing. Consider the measured tiles, manufacturer recommendations, applicable installation requirements and the condition of the installation surface.
4. Plan the complete layout. Discuss starting and reference points, alignment between adjoining surfaces, visible cuts and finishes at corners, floors, ceilings, doorways and other edges.
5. Review a dry-laid example. Arrange a representative selection without adhesive so you can assess the pattern, colour combination, spacing and alignment. Agree on the proposed design before fixing begins.
6. Resolve concerns first. Set affected tiles aside and contact COCO before cutting or installation if anything appears damaged, incorrect or unsuitable for the agreed design.

The joint width should suit the actual tiles and the project. Your tiler should consider the supplied tiles' measured dimensions, the manufacturer's recommendations, applicable installation requirements and the installation surface.

A narrow joint suitable for one product or surface may not suit another. Wider joints or a revised layout may be needed when combining tiles with different work sizes. Please agree on the spacing after the supplied tiles have been checked, rather than choosing it from advertised dimensions alone.

Ask your tiler to show how the rows will continue across adjoining walls and floors, where grout lines will align and where cut tiles will appear. Review the visible edges and finishes before installation.

The layout needs to account for actual tile dimensions and planned grout joints. Do not assume that whole tiles will fit the available space or finish neatly at the ceiling without checking the setting out.

You can explore the combination with your tiler, but matching advertised sizes alone does not establish that the tiles will work together in your chosen pattern.

Compare the supplied products' work sizes, actual dimensions and proposed grout joints. Review a representative dry-laid arrangement and agree on any limitations to alignment before fixing begins.

These are layout options to discuss with your tiler:

• A shared reference line: plan the most visible alignment across adjoining surfaces, then check the rows, joints and cuts above and below that line.
• A central reference point: assess whether a balanced layout produces more suitable cuts at opposite edges. This is a setting-out decision; it does not necessarily mean physically starting installation in the middle.

Neither approach removes dimensional differences. Aligning one row does not guarantee that every following row will align. Your tiler should explain what can be achieved with the selected tiles before you approve the design.

Stop work in the affected area, keep the relevant tiles aside and contact COCO before any further cutting or fixing there. Include your order number, carton details, photographs and a description of the concern so we can review it with you.