Please fill out our Sample Request Form. This helps us to ensure the tiles suitability for your project (intended application, product availability, etc.) before you get your heart set on a particular product.

We have a limit of 5 x samples per order. The tile samples are free, you just pay for shipping. Shipping fees are calculated at checkout.

We do not send multiple samples of the same colour. If you would like to see the range of tonal variation for a particular tile please submit an enquiry and we will be happy to send images via email to accompany your sample.

Please note if you order multiples a member of our team will be in touch to discuss a refund or alternate colour selection which will result in a delayed dispatch.

Allow between 12-26 weeks for custom orders or non-stocked colours. Speak to your local sales representative for more specific information.

We ship all over the world! Contact Us for a customised shipping quote.

Yes! We have both sea freight & air freight options to suit your needs. Contact Us for a customized quote.

We take great care in ensuring our tiles are packaged correctly and safe for travel. All of our orders are shrink-wrapped securely to pallets, and delivered via a tailgate service. In our 10+ years of operation, we have found this to be the safest method of travel both locally and internationally, ensuring that loose cartons are never dispatched.

Standard deliveries are completed using a tailgate service or hand unload, and all pallets are delivered kerbside only. For safety and insurance reasons, drivers are not authorised to move goods beyond the kerbside or into a property.

If your site requires Moffett or forklift delivery, this may be arranged by request prior to dispatch and may incur additional freight costs.

Please note that it is the customer’s responsibility to notify us in advance of any access requirements, including whether a Moffett is needed and whether the delivery location is suitable for heavy freight. The delivery site must have safe, clear and lawful access for the delivery vehicle and unloading equipment.

Once tiles are delivered to the kerbside, risk transfers to the purchaser, and the tiles become the customer’s responsibility. Any delays, redelivery requirements, or additional charges arising from inadequate site access or incorrect delivery information may be passed on to the purchaser.

Australia: Collection from our Melbourne based warehouse can be arranged for a fee. Please Contact Us for further details. 

Global: Please contact your local distributor or retailer for further advice.

We recommend ordering a minimum of 10-15% overage for all tiles, and 15-20% overage for more complex patterns like mosaics, or layouts that involve many cuts. This additional quantity helps cover wastage during installation, cutting, breakages, and allows for spare tiles for future repairs.

Our team is happy to assist in reviewing your measurements and helping estimate quantities where possible. However, all quantities should be checked and confirmed by your professional installer or contractor, as installation methods, layout, and site conditions can significantly impact the final quantity required. Ultimately, the installer is responsible for confirming the correct order quantities prior to purchase.

Tilesofezra complies fully with our obligations under Australian Consumer Law. To ensure claims are assessed fairly and efficiently, the following procedure must be followed when reporting damaged or defective tile.

1. Notification of Claim
Clients must notify Tilesofezra in writing within 5 (Five) days of delivery.
The written claim must include:

• A brief description of the issue (e.g., breakage, colour inconsistency, chipping)
• Order number, delivery date, and batch number (if available)
  

Tiles that have been installed will not be eligible for claim or compensation. All inspections must be completed prior to installation.

2. Required Supporting Evidence
In order to assess your claim, the following complete photographic documentation is required:

a. Carton Images

• Clear photographs of every single carton from the outside
• Images must show:
• Shipping labels
• Carton condition upon arrival
• Any visible external damage to packaging

b. Individual Tile Images

• All affected tiles must be individually laid out and photographed in natural light
• Each image must show the damage clearly—one photo of one tile does not represent the batch
• Group photos are acceptable only if every tile’s condition is clearly visible

c. Overview Image

• A final wide shot showing all affected tiles laid out together for context

Images must show raw, untreated tiles only, unless otherwise approved. We cannot accept treated samples for assessment of defects.

3. Submission Process

All claims and supporting documentation must be emailed to:
office@tilesofezra.com.au & CC your sales representative
Subject line: CLAIM – [Your Order Number]

Incomplete submissions will result in processing delays or rejection.

4. Review & Resolution

Once a complete claim is received:

• The Tilesofezra team will assess all documentation and respond within 14 business days
• Claims may be approved, partially approved, or rejected based on inspection and QC standards
• In some cases, a third-party review or return of tiles may be requested

5. Freight Damage Note

If the damage appears to be transit-related, we may request additional documentation, including:

• Photos of the wrapped pallet upon arrival
• Any visible evidence of tampering or rough handling
• Photos of all cartions externally
• Photos of the tiles with the cartons opened.
• Photos of all tiles damaged from the transit related damage

6. Compliance with Australian Consumer Law

Tiles of Ezra operates in full compliance with the Australian Consumer Law (ACL).
In the event of a product defect or quality concern, we are entitled under law to be given a reasonable opportunity to inspect the product and rectify the issue.

We will not be responsible for:

• Any unilateral decisions made by the client (e.g., repairs, disposal, reordering, replacement)
• Any costs incurred by the client without prior written approval from Tiles of Ezra

It is essential that no action is taken to alter, discard, or replace the product until a resolution has been discussed and agreed upon with our team.

Claim Submission Checklist

• Written explanation of issue
• Order number, delivery date, and batch number (if available)
• Photos of each individual carton (outside condition + labels)
• Photos of every affected tile (laid out, clear and close-up)
• Overview image of all affected tiles
• Tiles not installed
• Submitted within 5 days of delivery