Product Specification

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Delivery & Returns

Are there shipping costs and how will my order be deliverered?

Shipping costs may apply depending on the size, weight, and destination of your order. We offer both nationwide and local delivery services. Smaller items are typically shipped via courier, while larger or heavier orders (such as tiles or stone) are delivered using a pallet network.

Shipping charges are calculated at checkout based on the delivery location and the nature of the items purchased. Please ensure someone is available to receive the delivery, as pallet deliveries are kerbside and do not include unpacking or moving items indoors. We will do our best to inform you of your delivery date for all palletised orders.

For more detailed information about shipping options, charges, and delivery times, please visit our Shipping Your Order page.

Can I return unused or unwanted items?

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

To be eligible for a return, your item must be in the same condition that you received it, in its original packaging.

To start a return, you can contact us at fulham@europeanheritage.co.uk with your proof of purchase.

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.

Can I return unused or unwanted tiles?

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

Returns of tiles are subject to a handling charge of 25%.

To be eligible for a return, your item must be in the same condition that you received it, in its original packaging. We accept returns of tiles in full and unopened boxes

To start a return, you can contact us at fulham@europeanheritage.co.uk with your proof of purchase.

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.

Do you ship to Northern Ireland?

Yes, we ship both parcels and palletised goods from our UK warehouse to customers in Northern Ireland.

For parcels, no EORI or XI EORI number is required, and deliveries proceed as standard without additional customs documentation.

For palletised goods, customs requirements differ depending on the intended use:

• If the goods are not intended for retail in Northern Ireland, no further customs information is required.
• If the goods are intended for retail in Northern Ireland, you must provide a valid XI EORI number so we can complete the necessary customs procedures before dispatch.

To obtain an XI EORI number, you must first apply for a GB EORI number and then convert it to an XI EORI via the UK Government portal: https://www.gov.uk/eori/apply-for-eori.

We must receive your XI EORI number before we can dispatch palletised orders intended for retail use in Northern Ireland.

Payment & Security

How do you prevent fraudulent activities?

Our commitment to preventing fraud and ensuring the safety of our business and customers leads us to employ an extra layer of security for online credit and debit card transactions. All successfully authorised payments undergo authentication using 3D Secure. It's important to note that your credit card number is neither stored nor accessible during or after the processing of your order, enhancing the security of your transactions.

I can see a pending transaction in my bank account, but no order?

For security reasons, it's essential that the billing address associated with your card matches the one provided at checkout. If there is a discrepancy between the billing address on your card and the one you entered, your transaction may not be authorised and the payment will fail. In such cases, your bank may hold the funds as a 'pending transaction', but some may show them as a regular transaction. How long the transactions are held for depends on your bank. Typically these transactions are reversed within 24 hours, but may take up to 5 working days. If you reattempt checkout with the correct billing details, you won't be charged again, but your transaction will be authorised and your order will processed.

What payment methods do you accept?

We welcome all major debit and credit cards, such as Visa, Mastercard, and American Express. You can find a comprehensive list at the bottom of our website. Additionally, we offer convenient payment options like Apple Pay, Google Pay, and Shop Pay for faster transactions during checkout.

Frequently asked questions

What is the best way to maintain my tiles?

For regular maintenance, we recommend using Fila Cleaner Pro, a high-quality pH-neutral cleaner that is safe for all types of porcelain, ceramic, and natural stone tiles.

For deeper cleaning or to remove old wax treatments and stubborn stains, Fila PS87 is an effective alkaline-based cleaner. It’s particularly suitable for unpolished natural stone surfaces and general deep cleaning tasks.

If you need to remove post-installation residues or cement-based grout haze, Fila Deterdek is an ideal solution. It is specially formulated for acid-resistant surfaces and should be used with care, avoiding use on sensitive stones like marble or limestone.

Always follow the manufacturer's instructions when using any cleaning product to ensure safe and effective results.