Shipping and Returns

Warehouse Pickup

• We offer free pickup at our Sydney Camelia warehouse.
• Select Local Pickup at Checkout
• Orders will be held for up to 2 Weeks
• Once you have received a notification the order is ready for pickup

Processing and Delivery

• Orders are usually processed within 2-5 business days. Delivery times vary based on location and shipping method.
• Large or bulk orders may require additional processing and shipping time
• For urgent deliveries please contact us for more information.

Shipping rates

• Tilewave offers Australia-Wide delivery. Your orders will be automatically calculated at checkout based on weight, dimensions, and delivery location.
• For Sydney Metro Areas, Free delivery is available for orders above $1500.

★ For regional or rural deliveries, our team can provide a customised freight quote to ensure you receive the most accurate and competitive shipping rate.

Contact our team before placing your order—we're always happy to help.

Deliver to Depot

For customers outside metropolitan areas, delivering your order to a freight depot in your nearest city is often the most economical shipping option.

Contact the Tilewave team and we'll help arrange delivery to your chosen depot.

Damaged or Faulty Products

• For Pickup Orders please check for defects or damages before leaving.
• If your order arrives damaged, please contact us within 48 hours of delivery with photos of the product and packaging.
• If any items are missing from your order, notify us within 3 days of delivery.

It is the tiler/installers responsibility for the handling and inspection of the product before installation. We are not responsible for products damaged during and after installation or use.

• Returns or refunds are not accepted for Products that have been installed or used.

Eligibility for Returns

• Returns are accepted within 30 days of delivery.
• Items must be unused, in original packaging, and in resalable condition.
• Custom or made to order products are non-refundable
• Reciept or Proof of order required for Returns

Return Fees and Process

• Once orders are processed, they typically cannot be changed. For changes or cancellation a 20% restocking fee will apply.
• Prior to Dispatch, Orders can be changed for free.
• Dispatched Orders can be refunded excluding Shipping costs + 20% restocking fee
• Once we have received the return, Order will be processed within 5-7 days.
• Refunds are issued to the original payment method.

How to Lodge a Return

• Returns must be lodged within 30 days of receiving the goods.
• Contact our team with your order details and photos (if applicable) to initiate the process.

Special Conditions

•  Made-to-Order Products: Once confirmed, made-to-order items are non-returnable and non-refundable
•  Packaging Requirements: Products with missing or damaged packaging cannot be returned, as they are unsuitable for resale..
•  Bulk Orders: Returns for commercial or bulk quantities are not accepted. In exceptional cases, a restocking fee may apply.
•  Sample Tiles: Samples are intended for reference only and may vary from final delivered products. They are non-refundable and not eligible for exchange.
• Clearance products: Clearance products cannot be refunded