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OUR SHOWROOMS WILL RE-OPEN AT 8AM ON TUESDAY 28TH MAY

FAQs

Below you'll find answers to the questions we get asked the most

Please feel free to contact us if we haven't been able to answer your question below.

Shipping & Returns

To ensure that your order is shipped safely and securely, we offer a variety of shipping methods at checkout based on the size and contents of your order. These methods may include Royal Mail and ParcelForce for small orders, and palletised heavy haulage options for larger orders.

We aim to make shipping as economical and affordable for all our customers. We subsidise shipping costs for all orders over £500, offering free Shipping for most of England, Wales and the Scottish Lowlands. There are unavoidable surcharges for Northen Ireland and the Scottish Highlands.

Shipping for your order is calculated at checkout and is dependant on the weight and value of your basket. Expedited delivery options are also available for an additional cost.

Yes, we do ship to Northern Ireland. For parcels shipped via ParcelForce, we will need no additional information from you.

For palletised heavy haulage, there is a short process that you will need to go through to obtain your EORI number, allowing us to complete the necessary customs requirements for you.

You will first need to apply for a GB EORI number by using your National Insurance Number, and convert this to an XI EORI number specifically for Northern Ireland. This can all be done through the government portal. https://www.gov.uk/eori/apply-for-eori

We will need your XI EORI number before we despatch your order.

Our goal is to deliver all orders within the estimated lead time provided at checkout, which is typically 3-5 business days. Please keep in mind that lead times are in business days and do not include weekends or holidays. We will send you tracking details or information about the expected delivery date of your order via email as soon as it has been processed. If the items you ordered are out of stock or are special order items that are being imported for you, we will communicate with you about the expected lead time and provide an estimated delivery date once your order has been dispatched from our warehouse or our supplier. Please note that we can only give an estimated delivery date and cannot guarantee an exact arrival date.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Returns within 30 days of delivery of our own materials correctly supplied are subject a handling charge of 25% plus any repatriation carriage charges

Returns within 30 days of delivery of special-order items correctly supplied are subject to the supplier's terms and conditions, which may incur up to a 35% handling charge plus any repatriation carriage charges.

To be eligible for a return, your item must be in the same condition that you received it, in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at fulham@europeanheritage.co.uk. Please note that returns will need to be returned to one of our physical locations.

If your return is accepted, instructions on how and where to send your package will be provided. Items sent back to us without first requesting a return will not be accepted.

We have a large selection of our own products in stock, but we also provide access to products from the top manufacturers and distributors in the UK and Europe. This gives our customers access to a wider range of products. These items are typically held in stock by the supplier and not by us, and are considered special order items. As such, they are subject to special order shipping terms and conditions. When you place an order for a special order item, we will order it specifically for you.

It is important to carefully inspect your order upon arrival. If you are receiving a palletised delivery, the driver can wait up to 20 minutes upon request to allow you to inspect the consignment. Look for any visible signs of damage or breakage on the outside of the packaging. If you notice any damage, please take photographs as evidence. Once the material is unloaded, it becomes the responsibility of the recipient. If you discover any additional breakages within the pallet after it has been unloaded, please take additional photographs and send them to us at fulham@europeanheritage.co.uk with your sales order number in the subject line within 48 hours of receiving the delivery. We will then arrange for replacement material to be sent to you.

If your order is for an in-stock item, you can choose to have it collected from one of our showrooms at checkout. If your order is for a special order item, it can be delivered directly to you or to one of our showrooms if you prefer to have us handle the receipt of the goods.

Tile Care and Maintenance

For regular maintenance, it is best to use a high-quality pH-neutral cleaner, which is safe for use on all types of porcelain, ceramic, and natural stone tiles. To deep clean your floor, you can use an alkaline-based cleaning product, which can remove old wax treatments and stubborn stains and is suitable for basic cleaning on unpolished natural stones. Be sure to follow the manufacturer's instructions when using any cleaning product to ensure that it is used safely and effectively.

Porous tiles, such as all of our natural stone materials (including floor tiles, wall tiles, and feature mosaics), will need to be sealed to protect them. In addition to natural stone, crackle-glazed ceramic wall tiles and some polished porcelain tiles may also benefit from a protective sealant. Sealing these types of tiles helps to prevent stains, make them easier to clean, and extend their lifespan. In some cases, anti-slip/exterior finishes on porcelain tiles can also benefit from a protective barrier.

For sealing natural stones, we recommend a good water and oil based sealant, such as Fila MP90.

Fila MP90 is a penetrating sealer that can be used to protect natural stone surfaces. To apply it, you will need to follow these steps:

1) Clean the surface of the natural stone: Remove any dirt, dust, or debris from the stone surface using a pH neutral cleaner, such as Fila Cleaner. Rinse the surface thoroughly with water and allow it to dry completely.

2) Apply the sealer: Use a paint roller, brush, or sprayer to apply a thin, even coat of the sealer to the surface of the natural stone. Make sure to cover the entire surface, including the edges and any pores or cracks in the stone.

3) Allow the sealer to penetrate: Leave the sealer on the surface of the natural stone for typically 15 to 30 minutes.

4) Remove excess sealer: Use a clean, dry cloth to wipe away any excess sealer that has not been absorbed by the stone. Be sure to remove all excess sealer before it dries, as it can be difficult to remove once it has hardened.

5) Allow the sealer to fully cure: Allow the surface to dry completely before using or exposing the stone to water or other liquids.

It's important to note that before applying any product you should always refer to the manufacturer instructions and test the product on a small, inconspicuous area before applying it to the entire surface.

There are two different methods of achieving a finished and sealed terracotta tile. A liquid sealant method gives a more natural look, where as a boiled linseed oil and wax method provides a more traditional feel.

Liquid sealant method:

1) Before grouting your terracotta tiles, it is recommended to clean them with an acid-based cleaning product called File Deterdek to remove any building or adhesive residue.

2) After the tiles have been cleaned and no salts or adhesive residue remain, use a pre-grouting impregnator called Fila PRW200, applying it with a flat paintbrush, fully saturating the surface. Allow the impregnator to dry for 24 hours.

3) Once the impregnator is dry, you can grout the terracotta tiles. Be sure to remove as much grout residue as possible with clean water and let the grout set for 24 hours.

4) After the grout has set, use Fila Deterdek with a light abrasive emulsifying sponge or white nylon bristle brush to remove any remaining grout residue. Ensure to wash and sponge away any excess liquid with a bucket of clean water.

5) Once the terracotta tiles are completely dry, seal them with two coats of Fila MP90 or Fila W68. Use a flat paintbrush or roller to apply the sealer, wait 15 minutes, and apply a second coat. Fully saturate the surface with each coat. Allow the product to be absorbed into the terracotta without trying to work it in. Use a damp, wrung-out cloth to remove any excess.

Boiled Linseed Oil and Wax Method:

1)Start by cleaning the terracotta tiles thoroughly with a mild detergent and warm water to remove any dirt or grime.

2) Once the tiles are clean and dry, apply a coat of boiled linseed oil to the surface using a paintbrush or roller. Be sure to cover the entire surface and work the oil into the pores of the terracotta.

3) Allow the oil to dry completely, typically overnight, before applying a second coat.

4) Once the second coat of oil is dry, apply a coat of wax to the surface using a clean, soft cloth. Be sure to work the wax into the surface of the terracotta, covering the entire surface.

5) Allow the wax to dry for about 20 minutes, then buff the surface with a clean, soft cloth to a shine.

6) If you desire to add more shine you can repeat step 4 and step 5

7) To maintain the seal, you can reapply wax as necessary and avoid using acidic or abrasive cleaners on the waxed terracotta tiles.

Note: It is always recommended to test the product first on a small area or inconspicuous area to see the final result, different types of terracotta may react differently.



A strict sealing process is crucial when installing encaustic tiles to prevent staining during grouting and guarantee long-term protection.

1) Before grouting your encaustic tiles, it is recommended to clean them with an pH neutral cleaning product called File Cleaner Pro to remove any building or adhesive residue.

2) After the tiles have been cleaned and no salts or adhesive residue remain, use a pre-grouting impregnator called Fila PRW200, applying it with a flat paintbrush, fully saturating the surface. Allow the impregnator to dry for 24 hours.

3) Once the impregnator is dry, you can grout the encaustic tiles. Be sure to remove as much grout residue as possible with clean water and let the grout set for 24 hours.

4) After the grout has set, use Fila PS87 with a light abrasive emulsifying sponge to remove any remaining grout residue.

5) Once the encaustic tiles are completely dry, seal them with two coats of Fila MP90. Use a flat paintbrush or roller to apply the sealer, wait 15 minutes, and apply a second coat. Fully saturate the surface with each coat. Allow the product to be absorbed into the terracotta without trying to work it in. Use a damp, wrung-out cloth to remove any excess.

General Advice

It can be challenging to order the right amount of tiles for a project because there may be difficult cuts that lead to breakages or tiles that are not suitable for use. As a general rule, it is recommended to order 10% extra for cutting and waste. However, for smaller areas with large tiles, the wastage can be higher than 10%. To ensure that you have enough tiles for your project, it can be helpful to draw out the space and calculate the exact number of tiles needed, then add 10% for cutting and waste. If you would like help estimating the number of tiles needed, you can talk to your installer or one of our team members. Please note that these are only estimates and we cannot be held responsible for over- or under-ordering due to circumstances that may arise during installation.

When selecting tiles for a wetroom, it is important to consider both safety and maintenance. We do not recommend using polished or honed tiles in wet areas because they typically have a low slip resistance rating (R9 or <PTV36). Instead, tiles with a grip finish, such as R11 or PTV36 when wet, are the safest choice because they feel like low-grade sandpaper and provide good traction. However, these types of tiles may be more difficult to clean because they tend to grip dirt and limescale. Matt or natural finishes, which have a rating of R10 or PTV36 when dry, are often a good compromise between safety and cleaning/maintenance and are a popular choice for domestic applications. If you have any questions about which tiles and cleaning products are best for your wetroom, our team is here to help.

Proper planning is essential when starting a tiling project. It is important to consider all the necessary products for substrate preparation, including underfloor heating, uncoupling membranes, adhesive, profiles, tiles, grout, silicone, and sealants if needed. Our team is able to provide expert advice and guidance for all types of installations, and with our wide range of installation products, we can help you achieve a successful installation from start to finish.

All of our floor-grade tiles, including porcelain and natural stone, are suitable for use with underfloor heating systems, whether they are wet or electric. We recommend that all underfloor heating systems be installed by a professional electrician and be covered with a self-levelling compound before installing the tiles.

When installing tiles, the thickness and finish of the tiles should be chosen based on the type of substrate they will be laid on. For concrete bases, tiles with a thickness of 6-10mm are sufficient because the concrete base provides the necessary strength. On the other hand, a sand and mortar substrate requires a thicker tile, such as a 20mm porcelain, for increased strength and stability. To ensure safety, tiles used in outdoor areas with the potential for water or other hazards should have a high slip resistance rating, such as an R11 finish. Similarly, natural stone tiles should be chosen based on the thickness and finish that is appropriate for the substrate. Thinner stone tiles can be used on concrete bases, while thicker stones should be fixed on a mortar bed. Etched finishes can also provide increased slip resistance on natural stone tiles.

Underfloor heating systems typically consist of a series of electrical or water-based heating elements that are installed in the subfloor before the flooring material is laid. The specific installation requirements will depend on the type of underfloor heating system you choose and the size and layout of your space. It is generally recommended to use a self-levelling compound to create a smooth, even surface for the flooring tiles. In terms of tiles, most types of floor-grade tiles can be used over underfloor heating systems, including porcelain, ceramic, and natural stone.

It is generally a good idea to match the colour of the grout to the main colour of the tile to minimize its appearance. However, there are exceptions where you may want to use a contrasting grout colour to create a feature or highlight traditional tile patterns. Another factor to consider is the type of grout you use. Traditional cement-based grouts are durable but may fade over time, while epoxy grouts are more resistant to fading, retain their colour longer, and are waterproof, making them ideal for high traffic and wet areas. Ultimately, the decision of what colour and type of grout to use will depend on your personal preference and the specific needs of your project.

A 20-kilogram bag of tile adhesive typically covers an area of 3 to 5 square meters, depending on the surface being tiled. As a general guideline, a 20-kilogram bag will cover:

- 5 square meters when installing an anti-fracture membrane, waterproofing membrane, or tile backer board.
- 4 square meters when installing tiles on old concrete, surface levelled or wall surfaces.
- 3 square meters when installing tiles on an anti-fracture membrane.

The choice between standard and fast-set tile adhesive depends on a variety of factors, including the type of tile, the surface being tiled, and the conditions in which the tiling is being done.

Standard tile adhesive is a good choice for most tile installations, as it provides a strong bond and allows for some flexibility in the tile positioning. It's also suitable for large format tiles and porcelain. Typically standard setting adhesives are used for wall tiling where you might need a bit more time to work.

Fast-set tile adhesive, as the name implies, sets quickly and can be used when time is of the essence, or if the conditions are such that the tile must be set in a short period of time. Also, this type of adhesive can be used in extreme weather conditions where the standard adhesive may not set properly. However, they are often not suitable for large format tile (larger than 600x600mm) unless specified by the manufacturer or combined with additives to increase the flexibility.

Don't hesitate to contact us for advice on selecting the appropriate and cost-efficient tile adhesive for your project.

Contact & Support

Our Fulham showroom is located in the heart of Fulham. Our unique showroom can be found at 48-54 Dawes Road, SW6 7EN

Travelling by Tube:
Our Fulham showroom is just a short 5 minute walk from Fulham Broadway or 10 minute walk from Parson's Green tube station.

Travelling by Car:
Pay by phone parking is available on the road adjacent to our Fulham Showroom Monday - Friday during our opening hours 8am-5pm. On Saturday our opening hours are 9am-5pm, but there is a residents only parking restrictions between 2pm and 4pm. During these times we recommend parking a short 2 minute walk, down the road outside of parking zone F, past the intersection of Homstead and Bishop's Road SW6 7AH. Feel free to ask our team for directions.

Our Melmerby showroom and warehouse is located at Gate 2 / Unit 52 Potterspace, Melmerby Green Lane, Ripon HG4 5FH

Travelling by Car:
Our opening hours are Monday to Friday 8am-4pm. When arriving, please drive up to the automatic barriers (within 1 meter). We are located 25 meters after the barrier on the right hand side. Free parking, free electric car parking and disabled parking are all available at this site.

An appointment is not necessary to visit our showroom. Our customers are welcome to walk in and explore our showroom at their convenience. Our knowledgeable team is available to provide assistance with design aesthetics, technical advice, and recommendations for product installation.

We've tried to make it easy to contact us. You can directly contact our showrooms directly either via phone or email.

Our Fulham team can be reached at fulham@europeanheritage.co.uk or 0207 381 6063 during opening hours.

Our Melmerby team can be reached at melmerby@europeanheritage.co.uk or 01765 699210 during opening hours.

You can also contact us through our online chat service in the bottom left of your screen. This puts you in contact with one of our team at the showrooms.

Our team is here to help you

With over 3 decades of knowledge and experiance, no project is too small or too big

What our customers say!

  • "Lovely tiles. Great selection and excellent quality and all delivered on time in superb condition."

    ANNI - GB

  • "Staff were really helpful and informative, especially as I had no idea what I was talking about! We're very clear on additional items needed and what they supply, even down to colour matching grout with tiles etc"

    C. RIGGS - GB

  • "It was quick easy to place the order and the goods arrived on time as was stated at time of order"

    RAY - GB

  • "Excellent service via phone, in person. Caroline was very helpful as were the staff when I picked up the tiles this morning."

    PAUL - GB