What stands out in this organisation is their level of genuine care and support for your vision. Karmen in their North London branch couldn't have been more helpful! I highly recommend Karmen and Fayr... Toon meer
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I stupidly waited too long to order a tile edge during my bathroom Reno. So I called up & asked if there was any way I could rush the order. The woman on the phone immediately spoke to someone and mad... Toon meer
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Customer service was excellent when I called with a couple of queries. It is a relief to be able to speak to a real and very helpful person. Everything arrived in good time and the company made a spe... Toon meer
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Amazing one-stop shop with Sunday support! Just finished a DIY project using the Westminster Manor tiles from Fayrouz Tile & Stone, and I couldn't be happier. The tiles are beautiful and great qual... Toon meer
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4,7
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Terrible returns policy!
Tiles are nice, but the returns policy is terrible! 14 days notification window from purchase (which anyone who is doing tiling knows is impossible to adhere to), you must arrange your own courier and a £20 restocking fee! For an online company, I think that’s awful. I will not be ordering from them again for that reason.
15 juni 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Rebecca,
Thank you for your feedback. We’re glad to hear you liked the tiles, but we’re sorry to read your comments regarding our returns policy.
I’ve looked into our system and can’t find an order under your name, so we’re unable to check the specific details of your case. If you’d like us to take a closer look or need further assistance, please feel free to reach out via the contact page on our website or email reviews@yourtiles.com with your order number and we’ll do our best to help.
Just to clarify, our returns policy is in line with the UK Consumer Contracts Regulations and is standard across many online retailers. We offer a 28-day returns window from the date of delivery, not purchase, and we do everything we can to support customers if they find themselves just outside of that window — provided the tiles are from the same batch as we are currently on and are still in a resellable condition.
The £20 restocking fee is outlined in our returns policy, but we only apply this in cases where returned tiles arrive without original packaging or in a condition that requires manual sorting or repackaging. In most cases, we avoid applying this fee if returns are well packed and easy to process.
We always recommend that if a project is running behind or if a customer anticipates a delay with installation, they get in touch with us — we’re more than happy to make a note on the order and be flexible where possible.
If you have any questions or are still hoping to return tiles, please get in touch and we’ll do everything we can to assist.
Many thanks,
Your Tiles
Delivery service was fine…
I was a little concerned about the delivery of the tiles once the order had been made given some previous comments, however, through contact with customer services who were very helpful the delivery arrived as expected and the driver was very helpful. I’m very pleased with the tiles and the overall service. Thank you.
5 juni 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Chris,
Thank you so much for your kind review! We’re really pleased to hear everything went smoothly in the end and that our customer service team could put your mind at ease. It's great to know the delivery arrived as expected and that you're happy with both the tiles and the service.
Many thanks,
Your Tiles
Super impressed
Very impressed with the service. Great quality tiles. Would highly recommend.
4 juni 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Claire,
Thank you so much for your lovely review! We’re so pleased to hear you were impressed with the service and happy with the quality of the tiles. Your recommendation means a lot to us!
Many thanks,
Your Tiles
Excellent quality!
We’ve been delighted with the service we’ve received and the quality of the tiles. Would highly recommend!
3 juni 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi John,
Thank you so much for your fantastic review! We’re so pleased to hear you’re happy with both the service and the quality of the tiles. Your recommendation means a lot to us, and we’re thrilled to have been part of your project!
Many thanks,
Your Tiles
Wrong tiles shipped - no resolution after 4 working days
Wrong tiles shipped and called immediately to explain. Initially told on the phone they are correct but photos show they clearly are not. Was asked if I took a sample. A sample is meant to be for deciding if you like them not if they are the same tile! Pattern and colours are completely different. Was told that someone would get back to me but after several calls and two emails there has been no response or resolution. I have had to delay my tile fitter and lost my slot for 2 months.
30 mei 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Richard,
Thank you for your feedback. We’re sorry to hear that your experience didn’t meet expectations.
The tiles you ordered are designed to replicate the natural variation found in real marble, which means the pattern can differ slightly between tiles and across batches. In this case, the sample you received was from a different batch to your full order, which is why the pattern wasn’t identical. However, the correct tile was supplied.
That said, we understand this caused inconvenience, and we’ve arranged a full refund as requested. While we aim to provide consistent communication, we’re sorry this took longer than it should have and appreciate you bringing it to our attention.
Many thanks,
Your Tiles
Lack of any communication
Left a message to discuss a product on website, no feedback or call back to discuss, it been 4 days. Then tried calling with customer services open from 08:00 onwards, called through to 10:00am and no pickup and then a message “ we are closed, but please call back”.
Given up using another company to supply tiles, if the first interaction is so bad, and reading the other reviews of how bad the post trade transaction, particularly the delivery of the tiles.
Needs improvement
2 juni 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Kalpesh,
Thank you for your feedback. We’re sorry to hear you had trouble reaching us and have requested more information so we can investigate further. We've checked all our messages, email accounts, and web chat history but unfortunately can't find any record of a message or missed contact under your name.
Our phone lines are open Monday to Friday, 8am–7pm, and during those hours they wouldn’t play a “we are closed” message—so we’re concerned there may have been a misdial or confusion with a different business. If you’re able to share the number you called or the message you left, we’d be happy to look into this further.
We take customer service seriously and want to ensure all queries are responded to promptly, so we appreciate you bringing this to our attention.
Many thanks,
Your Tiles
Nice tiles, bad company
I like the tiles. I don’t like the company after my experience with delivery.
With the amount charged for delivery you would expect protective packaging, fast dispatch and a named delivery date. I got none of those things.
The delivery driver left my unpackaged tiles outside my front door then rang me to say so! They were left visible from the street and not placed in my parcel caddy.
I will be buying the rest of my bathroom tiles elsewhere. Due to the lack of packaging several tiles arrived damaged and I have not had any reply to my emails.
2 juni 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi,
Thank you for your feedback. We're pleased to hear you liked the tiles, but we're sorry to read your comments about the delivery experience.
As this review was left anonymously, we haven’t been able to locate your order or email in our system to assist you directly. If you'd like us to help resolve the issue, please get in touch via reviews@yourtiles.com and we’ll be happy to look into it further.
Regarding delivery, we offer three delivery options at checkout—Standard, Express, and Priority—each with varying dispatch speeds and associated costs. Whichever option is chosen, a delivery date is always provided at checkout, in the order confirmation email, and again when dispatch is confirmed. For Standard Delivery, customers are given the option to change this date if needed.
We also make it clear throughout the ordering process that deliveries are kerbside, meaning items will be left in a safe location near the property, not necessarily handed directly to the customer.
As for packaging, no tiles are sent out “unpackaged.” All tiles are shipped securely on pallets, in boxes, and the full pallet is wrapped for transit. If your order included less than a full box, those tiles would be individually wrapped and placed on the pallet alongside boxed items. Because we use specialist logistics companies with experience handling fragile goods, the use of excessive protective inner packaging is not typically required. That said, we are sorry to hear that some tiles arrived damaged.
Finally, we've searched across all of our inboxes and can’t find any email matching the details you've mentioned. Please do reach out to us directly so we can get this resolved for you.
Many thanks,
Your Tiles
Excellent Service gorgeous tiles
The tiles were out of stock when I first needed them however I was notified when stock was available and I ordered straight away. I didn’t order enough and quickly ordered the extras but was charged delivery twice. Without even asking Your Tiles refunded one of the delivery charges. The tiles arrived on time and packaged perfectly so none were damaged. The Fez Federal Blue Moroccan tiles are now safely installed on my kitchen wall and look gorgeous.
23 mei 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Elizabeth,
Thank you so much for your kind and detailed review! We’re so glad everything came together smoothly in the end and that you’re happy with both the tiles and the service. The Fez Federal Blue tiles are a stunning choice—we’re thrilled to hear they’ve found a perfect spot in your kitchen. It was our pleasure to help, and we really appreciate your lovely feedback!
Many thanks,
Your Tiles
Great quality tiles
Great quality tiles, great customer service. Couldn’t be happier!
31 mei 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Nadia,
Thank you so much for your wonderful review! We’re thrilled to hear you’re happy with both the tiles and the service—it really means a lot to us. Wishing you all the best with your project!
Many thanks,
Your Tiles
Love this company...beautiful tiles…
Love this company...beautiful tiles ordered and delivered so quick
28 mei 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Dede,
Thank you so much for your lovely review! We’re thrilled to hear you had such a great experience. We really appreciate your kind words!
Many thanks,
Your Tiles
Victorian tiles
Great service order came on day when they said, good quality tiles and adhesive and accessories, very helpful at helping ordering tiles, would recommend anyone wanting to buy tiles.
16 mei 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi,
Thank you so much for your fantastic review! We’re really pleased to hear your order arrived on time and that you were happy with everything. It’s also great to know our team was able to help with your order—your recommendation means a lot to us!
Many thanks,
Your Tiles
The selection of tiles was great
The selection of tiles was great, we decided to create a tiled wall in our garden as a backdrop to a bar area. The tiles we bought were brilliant and all intact, delivery was on time and I found the tiles were reasonably priced. As we were 40 tiles short it was great to be able to order that number.
19 mei 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Lynne,
Thank you so much for your fantastic review! Your project sounds amazing—we’re so glad the tiles arrived safely, looked brilliant, and were just what you needed. It’s great to hear the flexibility in ordering helped too. We’d love to see the finished wall once it’s complete!
Many thanks,
Your Tiles
Good quality very pretty tiles
The tiles arrived within five working days and were exactly as advertised and well packaged with no damage. The tiles were out of stock when I initially enquired but the customer service was extremely helpful and they called me back when they said they would and kept me up to date.
24 maart 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Lucy,
Thank you so much for your lovely review! We’re so glad to hear the tiles were exactly what you were expecting and arrived safely. It’s also great to know our customer service team could keep help you too!
Many thanks,
Your Tiles
Delivery and customer service are poor - avoid
The tiles are lovely - gorgeous designs and great quality.
However, the delivery is so poor and has really sullied the experience for me. Delivery is expensive and the courier just dumped our tiles (worth over £600) on our doorstep, not even bothering to ring the bell. There was no chance for us check and sign that the tiles had been received in good condition.
When I raised this with customer service, and needed to return some, they were rude and unhelpful at every turn.
28 april 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Rhi,
Thank you for your review. We’re pleased to hear you were happy with the tiles themselves, but we’d like to respond to the concerns you’ve raised regarding your delivery and return experience.
It’s worth noting that a second review has also been submitted under a different name at the same address, referring to the same order and return. While we understand the situation may have been frustrating, leaving multiple negative reviews for the same experience can give a misleading impression. For fairness and clarity, we’re treating this as one case.
As outlined in our previous response, your order was delivered on a kerbside service, which is clearly stated at checkout and in our terms. Kerbside delivery means the goods will be left in a safe location near the property, and unless a signature is required, it is not standard practice for drivers to ring the bell or knock. That said, we do request this where possible - but as some deliveries are handled by third-party couriers, it’s not something we can fully control. We are currently looking into why this didn’t happen in your case.
If any tiles had arrived damaged, our customer service team would have arranged replacements or a refund immediately. The nature of the delivery does not affect this process, as all issues are handled directly by our team - not the courier. Even if the driver had rung your bell and handed the delivery over, you would still have been advised to contact our customer service team, and the issue would have been resolved in exactly the same way.
Regarding the return, our team responded promptly and in line with our published returns policy. We provided a courier comparison link to help you choose a suitable service, as we are unable to recommend or arrange couriers on behalf of customers.
In response to your comment that our team were rude or unhelpful - we’ve reviewed the full email exchange. Our team remained professional, polite, and helpful throughout, providing clear and accurate information at each stage, even when the response may not have been what you were hoping for. If you believe a member of our team acted inappropriately, please share the specific details or evidence so we can investigate, as we take accusations of that nature seriously.
Many thanks,
Your Tiles
Nice tiles, terrible customer service
Make sure you only order what you need and you'd be better off under ordering and paying twice for delivery rather than returning.
Delivery arrived, left on door step even though I was home, and was one tile short too (at almost £3 per tile, this was annoying)
Returns info says there's money taken off if you open or write on boxes so you can't even inspect them.
They offer no assistance at all with trying to make a return, asked several times about a courier, finally got some suggestions and we used one of those providers, and have been told that half of my returned tiles were broken. Email from them says it's because of using a courier and they deliver differently- so they knew this and no option to use what they have said is a safer way to return.
Really disappointed with their service
21 mei 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Rachel,
Thank you for your feedback. After reviewing this order, we’d like to provide some clarification for transparency.
It’s worth noting that while this review has been left under your name, the full order and return in question were placed under a different name at the same address. Your name appears only on a previous sample order. A very similar review has also been left under the name associated with the full order. While we understand you're frustrated, submitting multiple negative reviews for the same experience can be misleading. For fairness and clarity, we’re treating this as one case and responding accordingly.
Your order was delivered on a kerbside service, as stated at checkout and in our terms. We do request that drivers hand deliveries directly over to customers when possible, but some deliveries are fulfilled by third-party couriers and we don’t always have control over their individual processes. That said, we are looking into why the driver didn’t ring the bell in this instance.
Had we been informed about the missing tile at the time of delivery, we would have sent out a replacement straight away.
Regarding your return, our terms state that tiles should be returned in their original packaging where possible, and we advise not to write directly on the manufacturer’s boxes. We do not state anywhere you can't open the boxes, of course you would need to open the boxes to inspect the delivery. Our policy also clearly states that it’s the customer’s responsibility to ensure items are securely and appropriately packaged to avoid damage in transit. Most customers choose to protect the boxes with bubble wrap or protective outer packaging, with 'Fragile' clearly displayed on the outer packaging, which helps prevent breakage. Unfortunately, in your case, the returned tiles were not adequately packaged and arrived with significant damage, so we could only refund the tiles that were in resellable condition.
You asked us for advice on which courier to use and who we use ourselves. Our logistics partners unfortunately don’t offer services to the general public, so, to assist, we provided a link to a courier comparison site that many customers find useful. This includes options like ‘man with a van’ - where a courier collects directly from you and delivers straight to us - as well as pricing for the more common UK-wide parcel services. However, ultimately it is the customers decision to choose which courier to go with.
Unfortunately, the chosen parcel service didn't handle the parcel with care, the returned tiles weren’t packaged with sufficient protection, and many arrived damaged. The courier you selected does offer compensation for damage in transit, and we’re happy to provide any details you may need to support that process.
We always try to support our customers and act fairly, and in this case, we responded promptly to all communications and followed our terms throughout.
Many thanks,
Your Tiles
Beautiful tiles - exactly what I wanted and more
Delivery took 5 working days to arrive however the tiles were beautiful, I was delighted. The order was well wrapped and no damage occurred to any of the tiles. Will definitely use this service again but not on such a tight timeframe to allow for delays.
1 mei 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Bridget Ann,
Thank you so much for your kind review! We’re really glad to hear the tiles arrived safely and that you’re delighted with them—they must look beautiful in your space. We’d be more than happy to help again for your next project!
Many thanks,
Your Tiles
Such a great company
Such a great company. So helpful on the phone, very prompt service - whether it’s for samples, calculating & making the order and for replacement tiles when some were found damaged on arrival. The website is great and the tiles are fabulous. I searched far & wide and this company had the best for my kitchen plan. I bought in advance to make sure they didn’t run out.
26 april 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi,
Thank you so much for such a fantastic review! We’re absolutely thrilled to hear how happy you are with the whole experience. We hope your project turns out beautifully!
Many thanks,
Your Tiles
You delivery driver was an absolute…
You delivery driver was an absolute gentleman.
He had a problem with his van and he was very apologetic - absolutely no need. He brought the packages into the house - my wife said he was the nicest man ever ! Please look after him, he’s a diamond !
17 april 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Mark,
What a heartwarming review—thank you! We're so glad to hear our driver made such a positive impression. We’ll definitely pass this on to him—he’ll be chuffed to hear your kind words. It really means a lot.
Many thanks,
Your Tiles
Flexible delivery dates were a winner
Flexible delivery dates were a winner. I could arrange around my schedule. Tiles arrived extremely well packed on time and are beautiful. Great value. We old definitely use this CV ompany again.
17 april 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi June,
Thank you so much for your lovely review! We're really glad the flexible delivery worked well for you—and even better to hear the tiles arrived safely and look beautiful in person. It means a lot to know you'd choose us again!
Many thanks,
Your Tiles
Lovely tiles
Lovely tiles, so happy with the service and delivery .
Will buy from you guys again for sure :)
19 april 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Louise,
Thanks so much for your kind words! We’re really happy to hear you loved the tiles and had a great experience with our service and delivery. We can’t wait to welcome you back when you’re ready for your next project!
Many thanks,
Your Tiles
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