Online Support

• A1: Please make sure you have an account. Sometimes customers checkout as "Guest" without creating an account afterwards. Try creating a new account. The website will let you know if an account already exists.
• A2: Sometimes emails can get caught in the spam folder on your device/PC or even before you receive them. Your email service provider may have tight restrictions on automated emails. Please contact your service provider to add our domain (www.lilleytileandstone.co.uk) as an exception.

Your email order confirmation is your invoice copy. It contains all information you legally need to treat it as such, including our VAT number. You can also log into your account and reprint the same document if you wish

• A1: Sometimes information stored in your PC/Device (cache) can become confused, especially if we have recently updated the website. Please refresh you cache. Depending on your computer you can use once of the following methods: Hold the Ctrl key and press the F5 key. Hold the ⇧ Shift key and click the Reload button on the navigation toolbar. Hold the Ctrl key and click the Reload button on the navigation toolbar. Hold the ⇧ Shift key and press the F5 key.
• A2: Please ensure correct details have been entered for your delivery address and invoice address if differant. Post code must be correct and in the right format. Only one phone number can be entered and we prefer a mobile if possible

Firstly we do not allow any outside adverts to appear on our site so you are safe from accidentally clicking an advert that will take you away from our site. Secondly the design of our site occasionally uses popups to advise you of helpful information such as terms and conditions. We do however promise not to over use popups. We are aware of how annoying they can be! Popups can be enabled for our site in the top right of your browser.

We have been made aware that on some apple products the site has occasionally had hiccups with order placement. We have upgraded our site and will continue to monitor the situation. The issue seems to mainly be associated with Opera. WE would advise customers using apple to use a different browser such as Google Chrome or Firefox if possible. We apologise for any inconvenience this may cause.

Firstly please call us/email us immediately. Sometimes, if you accidentally hit the back button or change your payment screen whilst it is processing the system will not be able to send you to the order accepted screen. In future please allow the system to finish the transaction, you will then see the order number after a successful payment.