OUR STANDARDS AND THE CLIENT EXPERIENCE
We maintain the highest standards in design, communication, and client experience.
Buying tile is not a simple decision. There is the material, the quantity, the finish, the installation, the timing and at every stage, the potential for uncertainty. We have built our client experience around removing that uncertainty, from the first sample request through to the final tile being laid.
We believe customers deserve to understand the products they are investing in.
From shade variation and natural crazing to installation techniques and maintenance, we invest heavily in educating homeowners, designers, builders and tilers so every project achieves its full potential. The right information creates better installations. Better installations create timeless spaces.
The Tiles of Ezra Standard extends far beyond the moment your order leaves our
warehouse. From detailed installation guidance and quality documentation to
ongoing customer support, our responsibility continues throughout your project.
Because beautiful products deserve an equally considered experience.
We offer complimentary samples across our collections, because we know that tile is a material decision that cannot be made from a screen. Samples are dispatched within two business days of your request, with freight covered by the client. Once your samples arrive, our team follows up directly to make sure you have everything you need to make a confident decision.
We work closely with architects, interior designers, builders, and trade professionals, and we understand that their needs are different from those of a retail client. Trade enquiries receive a dedicated point of contact, access to trade pricing, and the same appointment-based showroom experience, with a consultant who speaks the language of a project and can support specification decisions from concept through to completion.
Project Support: With You Until the Last Tile Is Laid
Our relationship with a client does not end at the point of purchase. Our sales team remains available and actively engaged throughout your project - from order placement through to installation. We provide comprehensive technical documentation with every order, including installation guides, care instructions, and specification sheets, developed to give your installer everything they need to achieve the best possible outcome. If a question arises on site, we are here to answer it.
We do not consider a project complete until the tiles are laid and you are happy with the result.
OUR SERVICE
The Tiles of Ezra Service Standard
We reply to every email and enquiry within [24 business hours/1 business day - unless it is a weekend ]. If your question needs more time to answer properly (a custom colour match, a technical spec), we'll tell you that within the same window rather than leaving you waiting.
Every order is assigned a single team member who stays with you from quote through to install support, not a rotating ticket queue. You'll have their direct email and phone number.
Every shipment is quality-checked in multiple stages before it leaves our factory, and we can provide photo documentation of your specific batch on request. This isn't a marketing claim....ask, and we'll show you.
You'll hear from us at each real milestone: order confirmed, quality-checked, shipped, and an estimated delivery window with tracking.
No silence in between.
We're proud of our 4.8+ star Google rating. We'd rather you heard this from past customers than from us.
We have a Claims page that we walk our clients through. for exactly what happens next, including timelines. This page exists because "we care about our customers" is a sentence anyone can write. We walk the talk.
Damaged & Mismatched Shipment Claims
If Something Arrives Wrong, Call Us
Handmade tile travels a long way to get to you, and every so often - rarely, but honestly - something arrives broken. When that happens, you will not be handed off to a support ticket. You'll get a person, and here is exactly what they'll do.
Step 1: Call or Email us
This is genuinely the fastest way, and we'd rather talk it through with you than have you write it all out. Prefer email? Please Email the Sales Rep that assisted you throughout the entire project OR office@tilesofezra.com works too...(a real person is reading it, not a bot)
Have on hand:
- Photos of the affected tiles, laid out clearly.
- Photos of the carton or pallet if it looks like the damage happened in transit
- Photography or video of all the tiles affected showcasing each product laid out and close ups of the affected areas.
Step 2: Customer Care and Support
You'll hear back from a person within 24 business hours - often sooner, especially by phone.
It is most likely that the Sales Rep who sold you your tile or our Head of Frieght and Logistics will be the person helping you with the claim.
Step 3: Resolution Together
What's normal, and what's a real claim — we'll be straight with you either way.
Authentic Handmade tile, and specifically Zellige, naturally shows shade movement, chips in the surface, lime pops, pen marks, uneven edges, glaze variation and more imperfectons (please refer to the WHAT TO EXPECT section on each product page as well as the TILE FEATURES drop down and image) — this is covered honestly on our Understanding Zellige page, and it's not something we'll try to claim against you for asking about. A genuine claim is a tile that's structurally broken, or a batch that's well outside the shade and finish range shown for the colour. If you're not sure which one you're looking at, send us a photo before you start laying tile. Zellige is a V3 tile - meaning Zellige has a higher variation between batches to the sample you may have received. You should never expect your sample to match the tone of the batch you receive perfectly.
If the box looks damaged on arrival.
Note it on the delivery docket when you sign, if you can, and snap multiple photo's of the cartons/pallet from all sides before you open them. When you open the cartons - photograph the contents before removing them from the carton.
Tilesofezra Standard
Learn More about Tiles of Ezra Here
Founder & Brand Story
Every collection begins with a story. Discover how a passion for timeless design, authentic craftsmanship and a commitment to doing things differently transformed Tiles of Ezra from a single idea into a globally recognised artisan tile brand. Explore the journey, the values and the philosophy that continue to shape everything we create.
Read the Brand Story here
Meet Our Makers
Every Tiles of Ezra collection begins with extraordinary craftsmanship. Discover the artisans, workshops and generations of tradition behind the handmade materials that bring our collections to life.
Meet The Makers here
Our Resources
We’re here to help you navigate the details. Whether you’re exploring our ranges, comparing finishes, or seeking guidance on which tile best suits your space, our team is here to share the knowledge and confidence you need to decide.
Our Resources
THE TILES OF EZRA STANDARD
It is a philosophy that guides every collection we create.