Frequently Asked Questions

Yes, we do! Our London showroom is open Monday to Friday, from 10 AM to 6 PM. You’re welcome to visit us at Unit 11, 2 Ash Grove, London, E8 4RH—no appointment needed.

Yes! Otto Tiles offers a trade program. To register:

Sign up on our website with your business email at My Account

Then complete the Professional Account Application

We do not accept payments over the phone. Orders can be placed on our website or via a payment link provided by our team.

Call us at 020 3488 9317 (Option 1 for sales, Option 2 for samples/support) or email info@ottotiles.co.uk.

No, we manage all shipping and orders directly.

We don't keep any stock in London. All stocked tiles are stored at our warehouse, which is not open to the public due to health and safety regulations.

We recommend adding 10–15% overage to your order to account for cuts, fitting, and potential breakage during installation.

We do not offer installation services.

Yes, please refer to our product-specific Installation and Maintenance Guides on our website

Trade accounts receive 10% off full-priced items only.

The easiest way is through our website. Delivery typically takes 1–2 business days within the UK. For international sample orders, please contact us via email.

Both are available. Sample size is indicated on the product page before checkout.

Trade account holders are entitled to 2 free samples.

Most are dispatched with next-day delivery service.

Please send us photos of the damage. We will investigate and either refund or replace the sample.

3–4 business days.

In-stock items ship within 3–4 business days. You’ll receive a dispatch email with a tracking link once your tiles are loaded onto the delivery vehicle.

Yes, we do! For international orders, please email us with your delivery address and the quantity of tiles required, and we’ll provide you with a quote.

All deliveries are kerbside via pallet. Delivery hours are 09:00–17:00. Please inform us in advance of access issues like narrow roads or height restrictions.

We use a third-party pallet delivery network from our Kent warehouse. Costs are fixed and based on pallet volume.

Our warehouse is not open to the public. However, we can check with the depot if special collection is possible—please contact us in advance.

Yes, you can change the delivery date with a notice period of 48 hours. Our standard delivery window is between 09:00 and 17:00 at your delivery address. If you require a specific time slot, there will be an additional charge of £15.00 + VAT.

We stock many of our tiles in the UK, however some items are made to order in Italy, Morocco, Turkey and Vietnam. You can view the specific lead time information on each product’s page. You can always send us an email if you have any questions regarding delivery times. 

If your tiles are already in stock, or once they arrive in the UK, once the consignment is scanned onto the delivery vehicle and a delivery point SMS and email is provided, you will receive a delivery SMS and email message giving you a 2-hour ETA delivery window link. The ETA (estimated time of arrival) is a guide only, which is subject to change due to traffic conditions, breaks, etc. Please be sure to check your junk or spam folder for delivery information, as sometimes emails may not go directly to your inbox. If you don’t find it there, feel free to reach out to us for assistance.

A redelivery attempt will be made, and a fee of £35 + VAT will apply.

We deliver Monday to Friday only

Yes, the driver will contact you at the time of delivery.

If the tiles you ordered are already in stock, we can store your order free of charge for 4 weeks. After that, a fee of £5 + VAT per week applies.

Returns are only accepted for UK-stocked tiles and require approval. Bespoke and made-to-order products are non-refundable. Items must be securely palletized and in original condition. Shipping and handling fees are non-refundable.

All orders are subject to our Terms & Conditions, including acceptance of natural variation, kerbside delivery policies, and sealing requirements. Please check our terms & conditions: https://www.ottotiles.co.uk/terms-of-use/

 Our finance department processes refunds in the next payment cycle after approval.

Otto cement tiles are handmade using a mix of natural pigments, cement, recycled marble granules, and marble powder. Unlike ceramic or porcelain tiles, they are not fired in a kiln—making them far more eco-friendly. What makes our cement tiles stand out is their thick 7–8mm colour layer, which allows for sanding and refinishing over time. The tiles are designed to look authentically handmade, with slight imperfections and variations that enhance their artisanal character.

Yes, Otto cement tiles are highly versatile. They can be used on walls, floors, and in high-traffic areas, both indoors and outdoors. They are also suitable for kitchen backsplashes, bathrooms, showers, and fireplace surrounds (excluding inside fireboxes). However, these tiles are not recommended for use in pools or fountains.

Absolutely. Due to their porous nature, cement tiles must be sealed both before and after grouting. We strongly recommend using Lithofin MN Stain Stop, a transparent penetrating sealant that won’t alter the tile’s appearance. Apply the sealant to a clean, dry surface using a cloth, brush, or sponge. Always test on a small area first. If water does not bead on the surface, additional sealing may be required. For high-traffic areas or bathrooms, we advise resealing once a year.

We recommend Mapei Ultracolor Plus grout for best results. Choose a colour close to the tile shade to avoid unwanted contrast and always test on a small section first to prevent staining. For adhesive, use a flexible white paste adhesive or a flexible high-bond mortar. If you’re installing in wet areas, make sure to use waterproofing materials beneath the tiles.

Yes, our cement tiles are suitable for underfloor heating systems. Make sure to turn off the heating at least 12 hours before installation and allow a minimum 3 mm grout gap. Once installed, let the tiles fully cure before reactivating the heating gradually.

Cement tiles contain residual moisture due to their production process. Upon delivery, remove them from their boxes and allow them to dry fully—especially if they’ve been boxed for some time. Mix tiles from different boxes to achieve a more balanced tone throughout the space. Because of their handmade nature, minor irregularities like chipped edges are expected and normal. We recommend ordering at least 15% overage to account for cuts and potential breakage during installation.

For regular cleaning, sweep or vacuum gently and mop with clean water and a pH-neutral cleaner. Avoid harsh chemicals, bleach, vinegar, or acidic products. After shower use, squeegee the tile surfaces to prevent limescale or soap scum buildup. For deeper stains, a wet grinding machine with 400-grit sandpaper can be used to lightly polish the surface—just be sure to reseal afterward.

Cement tiles can stain if not properly sealed. This is why sealing before and after grouting is essential. During installation, only grout small sections (2–4 sqm) at a time and clean immediately with a damp sponge. If haze or residue is left on the surface, it can often be removed with non-acidic tile cleaners—but be sure to rinse thoroughly. Grout staining typically occurs only if proper sealing and installation practices aren’t followed.

Yes, Otto cement tiles are suitable for installation around fireplaces, such as fireplace surrounds and hearth-facing walls. However, they are not recommended for use inside fireboxes (the interior of the fireplace where direct flame and extreme heat occur), as this may cause damage over time.

No. Cement tiles are not suitable for submerged or continuously wet applications such as pools, fountains, or water features. Their porous nature makes them vulnerable to long-term water absorption, even when sealed.

Slim Line cement tiles are a thinner and lighter alternative to traditional cement tiles. They are just 1.2 cm thick (compared to the standard 1.7 cm) and weigh significantly less, making them easier to handle and install—especially on walls. Despite their lighter profile, they offer the same durability and aesthetic appeal thanks to our use of high-strength fibre technology. Slim Line tiles also reduce cement usage by about 50%, making them a more sustainable option with a smaller carbon footprint.

Yes, they are. Our Slim Line tiles are engineered for strength and versatility. They can be used on floors and walls in both residential and commercial settings, including kitchens, bathrooms, hallways, showers, and wet areas. As with all cement tiles, a proper substrate and professional installation are crucial to ensuring long-term durability.

Yes, sealing is essential. Like all cement tiles, Slim Line tiles are porous and must be sealed both before and after grouting. We recommend Lithofin MN Stain Stop, which is a transparent penetrating sealer that won’t alter the tile’s natural look. Always apply to a clean, dry surface and test a small area first. A properly sealed tile will bead water on the surface; if not, another coat is needed. Re-sealing is recommended annually for high-use areas.

Use Mapei Ultracolor Plus for grout, applying it with a fine 1 mm joint. Always test on a small section before proceeding to avoid staining. For adhesive, a flexible, high-bond adhesive is strongly recommended, especially in areas with temperature fluctuations or moisture exposure. Waterproofing membranes are necessary when installing in wet rooms like showers.

Yes, they are. If installing over underfloor heating, the heating system must be turned off at least 12 hours prior to laying the tiles. A 3 mm grout gap should be left to accommodate expansion. Once installation and grouting are complete, allow for a full curing period before turning the heating back on gradually.

Slim Line tiles, like standard cement tiles, are handmade and may have slight variations in tone, thickness, or texture. This is part of their artisanal charm. Always mix tiles from different boxes before laying to create an even blend. Remove all tiles from their boxes to allow them to breathe and dry, as moisture can be trapped from shipping. Never stack tiles. We recommend adding 15% overage to your order to allow for cuts and breakage.

Clean regularly with water and a pH-neutral cleaner. Avoid acidic or abrasive products. In showers or wet areas, squeegee surfaces after each use to prevent soap and limescale buildup. Any stubborn stains can be addressed with a wet grinding machine (using 400-grit sandpaper), but tiles must be resealed afterward. Annual sealing is typically sufficient, though more frequent reapplication may be necessary in high-moisture zones like showers.

Yes, if not properly sealed or cleaned during installation. Always seal tiles before applying grout, especially if using dark grout. Grout haze or staining can occur if excess grout is not removed immediately. Avoid letting grout dry on the surface, and clean as you go in small areas (2–4 sqm). If grout hardens, use a non-acidic cleaner and rinse thoroughly with a damp sponge.

Yes, Slim Line cement tiles can be used around fireplaces, similar to our standard cement tiles. They provide a beautiful handcrafted look for hearth surrounds and fireplace wall features. However, like standard cement tiles, they are not suitable for installation inside fireboxes.

No. Slim Line tiles are also not suitable for submerged areas such as pools or fountains. While durable and resistant to surface wear, they are porous and can absorb water over time, even with sealing. They can be used in surrounding areas, such as pool decks or waterline borders, when finished with a specialized pool-grade sealant

Zellige tiles are handmade from natural clay and fired in traditional kilns. Each tile is shaped and glazed by hand, giving it a unique texture and surface variation. As a result, no two tiles are the same, and small imperfections like surface pits, colour variation, and slight size differences are normal. This artisanal quality is what gives Zellige its distinctive character. Rather than aiming for a uniform look, Zellige installations are meant to celebrate this variation, creating a vibrant, organic surface.

Yes. Zellige tiles are suitable for wet environments like bathrooms, showers, kitchens, and splashbacks. They can also be used outdoors and around fireplaces. However, if you’re using unglazed Zellige, sealing is required to protect the tiles, no matter where you are using them. Glazed Zellige, on the other hand, is already sealed with a glossy finish and does not require additional protection.

If you’re using unglazed Zellige, sealing is necessary both before and after grouting to prevent staining and discolouration. We recommend using a penetrating sealant like Lithofin MN Stain Stop. In traffic areas or showers, resealing once per year is advised. Glazed Zellige tiles do not require sealing, as the glaze provides sufficient protection.

Zellige tiles require special care during installation. Because of their handcrafted shape, they are not perfectly uniform. Install them edge-to-edge with no more than a 1 mm gap. A flexible white paste adhesive or high-bond mortar should be applied using the double-spread method (on both wall and tile) with approximately 3 mm adhesive thickness to ensure proper alignment. Tiles should be laid from multiple boxes to blend colour variation evenly.

We recommend a very runny grout, such as Mapei Ultracolor Plus, to fill the small, irregular gaps between tiles. Spread grout diagonally and let it set for about 20–30 minutes before gently wiping the surface. Be especially careful with unglazed tiles, as they can absorb the grout and stain if not properly sealed. Always test grout on a small area first.

Yes, but we recommend caution. Use a wet saw with a diamond blade for cutting. The glaze on Zellige can chip easily, so cuts should be made slowly and with a steady hand. Always wear gloves and eye protection. Avoid sanding or grinding the glazed surface, as this may release fine particles.

Yes, Zellige tiles can be used with underfloor heating systems. As with all tile installations, the heating must be turned off at least 12 hours before installation and slowly brought back up to temperature afterward to avoid shock cracking.

For regular cleaning, use mild soap and a pH-neutral cleaner. Avoid acids, bleach, or abrasive products. A soft cloth or microfiber mop is recommended. For glazed tiles, cleaning is very simple. Unglazed tiles should be resealed annually in high-traffic areas. Never use scrubber machines or grinders on the tile surface.

Yes. Zellige tiles are highly suitable for fireplace surrounds. Their traditional kiln-fired production makes them heat-resistant and safe for use around fireplaces. They add a beautiful, reflective, artisanal finish to these high-heat zones.

Glazed Zellige tiles may be used in pools or fountains if properly sealed and installed with the right waterproofing techniques. Their high-temperature firing process makes them water-resistant, but project-specific considerations apply. Unglazed Zellige must be sealed thoroughly, and we strongly advise consulting a professional before using any Zellige tile in submerged areas

Otto marble tiles are extremely versatile and suitable for both indoor and outdoor use. They can be installed on walls, floors, showers, wet rooms, kitchens, bathrooms, commercial spaces, and backsplashes. Marble tiles are also compatible with underfloor heating systems, making them ideal for modern residential and commercial projects.

Yes. Due to the natural porosity of marble, sealing is essential to protect against stains and moisture damage. All marble tiles must be sealed before and after grouting. We only recommend using Lithofin MN Stain Stop, which is a transparent penetrating sealant that preserves the natural colour and finish of the stone. Resealing should be done annually in high-traffic areas and showers, and every few years in less exposed zones. You’ll know the tiles need resealing if water no longer beads on the surface.

Use Mapei Ultracolor Plus grout, and maintain a 1 mm grout gap for aesthetic precision. If installed over underfloor heating, allow a minimum 3 mm grout gap for expansion. Always test grout on a small section to avoid staining. For adhesive, we recommend a flexible, high-bond adhesive suitable for stone tiles. Wet areas must also have appropriate waterproofing membranes beneath the marble surface.

Absolutely. Marble tiles are an excellent choice for showers, wet rooms, and bathrooms, thanks to their natural beauty and durability. However, to maintain performance and aesthetics, you must use a waterproofing membrane during installation and ensure proper sealing before and after grouting. For shower applications, we recommend reapplying the penetrating sealant annually.

Yes. Otto marble tiles are durable enough for outdoor applications such as patios and facades, provided they are sealed and maintained appropriately. They are also fully compatible with underfloor heating. Be sure to turn off heating systems at least 12 hours prior to installation and bring them back to temperature slowly after installation to avoid thermal shock.

As a natural product, marble features unique veining and colour variation, which is part of its charm. We advise mixing tiles from different boxes during installation to create a well-balanced overall appearance. Remove tiles from boxes and allow them to dry thoroughly before installation. We recommend ordering at least 15% extra to allow for cuts, breakage, or variation.

Marble tiles should be cleaned regularly with a pH-neutral cleaner and soft cloths or mops. Avoid bleach, vinegar, acidic products, and abrasive tools. In wet areas like showers, use a squeegee after each use to prevent limescale and soap buildup. Immediately clean spills to avoid staining. Never use a worn vacuum head, as it may scratch the surface. For deep cleaning or restoring the surface, consult a professional, especially if stains involve oil, hair dye, or harsh chemicals.

Yes, marble can become slippery when wet, especially in polished finishes. Please exercise caution, and avoid walking on newly cleaned or wet marble surfaces until they are fully dry. Consider using area rugs, mats, or slip-resistant treatments where appropriate.