creative lab

FAQs

General

What types of tile do you offer?

We offer a wide range of tiles in many different designs such as wood, stone, marble, cement, and mosaics too.​

What sizes of tiles are available?

Our tiles come in various sizes from 30x60cm, 60x60cm, 60x120cm, 80x80cm and large format tiles or big slabs of up to 360cm.

What surfaces of tiles are available?

Tiles come in various surface finishes, each with its own aesthetic and functional characteristics. Common tile surface finishes include matt, polished, structured, lappato, silky and Slip-Stop.

Are your tiles suitable for both commercial and residential use?

Yes, we carry tiles suitable for both residential and commercial applications, ensuring durability and style for any space.

Can floor tiles be used on walls, vice-versa?

Yes, it is generally possible to use floor tiles on walls and vice versa, but there are some important considerations to keep in mind such as weight, thickness, durability, slip resistance, and surface preparation. It is advisable to consult with a professional installer or designer to ensure that the installation meets safety and aesthetic requirements.

Are your tiles suitable for outdoor use or wet areas like bathrooms and kitchens?

We have Slip-Stop tiles suitable for outdoor applications and tiles designed for wet areas, such as bathrooms and kitchens. We can help you choose the right ones.​

How many cartons of tiles do I need?

Take measurements of the areas designated for tiling and keep your drawings, plans, and measurements readily available for tile quantity calculation. To guarantee you have an ample supply of tiles for your project’s completion, it’s prudent to acquire extra tiles to account for any wastage, breakages, or potential replacements down the line. As a rule of thumb, consider adding 10% extra for standard installations. You may also use our tile calculator on the product page to calculate the estimated number of cartons you need.​

Can I view tile samples before I make a purchase?

Absolutely! We provide free 10x10cm tile samples so you can see and feel the tile in your space before making the final choice. There is a RM10 delivery fee per sample tile, and deliveries are currently limited to West Malaysia.​

What payment methods do you accept?

We accept various payment methods, including credit cards (Visa, MasterCard, etc.), debit cards, online banking and e-wallet.

Technical

What is the difference between ceramic and porcelain tiles?

Ceramic tiles are typically made from clay and are glazed, while porcelain tiles are denser, less porous, and fired at higher temperatures. Porcelain tiles are often considered more durable and suitable for high-traffic areas. Check out our article here on the difference: https://creativelab.com/the-difference-between-porcelain-vs-ceramic-tile

What are rectified tiles, and when should I consider using them?

Rectified tiles have precise, straight edges achieved through cutting or grinding. They are ideal for achieving a seamless and uniform look when tiles are placed close together with minimal grout lines.​

What is tile body colour?

Tile body colour refers to the colour of the material that makes up the body or core of a ceramic or porcelain tile. It is distinct from the tile’s surface glaze or finish, which can have a different colour or texture.

Are tiles scratch resistant?

Both glazed ceramic and porcelain tiles are scratch-resistant, but very sharp or abrasive objects can still scratch tiles.​

Why tiles should not be in butt-joint?

It is essential to leave a recommended gap of 5 mm between tiles for grout. This gap allows for tile expansion and contraction and without these gaps, your tiles may buckle-up or crack. Proper grouting will ensure your tiles last longer and create a visually appealing result.

How do I choose the right grout for my tiles, and what is the grout joint size recommended?

Grout color and joint size can significantly impact the appearance of your tiled surface. Our Designers at Creative Lab outlets can provide recommendations based on your tile selection and design preferences. Make an appointment now.

What is the recommended method for cleaning and maintaining tiles?

Proper tile maintenance is essential for preserving their appearance and longevity. Tiles are generally easy to clean and sweeping or vacuuming up loose dirt followed by cleaning with a mop is sufficient. For tile stains, identify them as different types may require different cleaning method.​

How do I prevent my tiles from damages?

Tile surfaces are not immune to damage, so it’s advisable to refrain from dragging heavy objects across tile floors not designed for heavy-duty use. Promptly clean up spills and prevent tiles from coming into contact with permanent inks to minimize the risk of potential staining. Additionally, ensure that you use exclusively non-abrasive cleaning agents and products.​

Can I install tiles over an existing tiled floor?

Yes, tile-on-tile application is made possible with our Slim tiles. It has an average thickness of 6mm, less than half the thickness of a conventional tile. Due to its light and thin nature, it is easier to install, faster to cut, and create less wastage, making renovations easier.​

Why do my tiles appear to be a different shade from the ones I chose in the showroom / sample / previous order?

Each batch of tiles will have shade variation. Tiles are often produced in batches, and there can be slight variations in color and shade between different batches. It’s a good practice to order enough tiles from the same batch to avoid noticeable differences.​

What does V1, V2, V3, V4 for shade variation mean?

V1 – Uniform from tile to tile – Tiles have a consistent shade and texture with minimal variation.​
V2 – Slightly noticeable from tile to tile – Tiles have a slight variation in shade and texture.​
V3 – Moderately noticeable from tile to tile – Tiles have a moderate variation in shade and texture.​
V4 – Distinctly noticeable from tile to tile – Tiles have a random or substantial variation in shade and texture, and each piece of tile may be different in shade to one another.​

What is tile hollowness and what causes it?

Tile hollowness occurs when there is an empty space or void beneath the tile, causing it to sound hollow when tapped. It can occur due to improper installation method, insufficient adhesive coverage or wrong adhesive used. It is advisable to engage professional tilers to install the tiles for you to avoid this issue. Need a tiler? Contact us now.

Delivery

How long does delivery take?

Delivery will take 5 – 14 working days depending on area.

What is the charges of tile delivery?

Delivery charges may be applicable to certain locations and will be charged according to delivery area and the total sales value. You may refer to the delivery charges here.

Do you provide international shipping?

No, we do not provide international shipping at this moment. However, we can connect you to our dealers worldwide. Contact us now​.

Can I track my tile delivery?

No, you are not able to track your delivery, but your assigned sales designer can inform you the delivery details.

Do you provide delivery on weekends and public holidays?

No, all deliveries are on weekdays only.​

What happens if my tiles are damaged during delivery?

We take great care in packaging and shipping our tiles to minimize the risk of damage. In the rare event that tiles arrive damaged, please contact your assigned sales designer or our customer service team immediately.​

Can I schedule a specific delivery date and time?

No, all deliveries are arranged based on location. Drivers deliver to a few places in one trip following a route that is carefully planned, arranged, and optimised.​

What should I do if I won't be available to receive the delivery?

Do contact your assigned sales designer immediately to arrange for the delivery day. Please do take note that the goods will be returned, and you will be liable for both the initial delivery charge and the re-delivery charge if no one is present on the delivery day.

What happens if I receive the wrong tiles?

If wrong tiles were delivered, please contact us immediately. We will assess the issue and arrange for replacements.​

Do you provide self-collection?

Yes, self-collection is available at Shah Alam warehouse only. You may refer to the self-collection day and time here.​

Do you provide unloading service?

Yes, we offer unloading service to certain areas only. You may refer to the locations here.

Do you offer unloading services for both residential and commercial moves?

The unloading service provided by us is limited to car porch area or main entrance gate for landed property or to designated loading area for high-rise property (loading bay or lobby). This is subjected to an unobstructed unloading site. Please ensure manpower is available at site if the items need to be unloaded other than the unloading areas mentioned above.​

What is the cost of unloading service?

Unloading service is available FOC for certain areas only. For areas without unloading services, you may select the unloading service charge for RM200 on our e-store and pay together with your purchase if required, otherwise you will need your own manpower to receive and unload.

What happens if an item is damaged during the unloading process?

We take great care when handling items, but accidents can happen. If an item is damaged during unloading, please inform us immediately, and we will work with you to resolve the issue.

Tile Installation

Do you provide tile installation services?

Yes, we provide professional tile installation services in Klang Valley at the moment . Our experienced installers ensure high-quality workmanship. You may find out more here.

How do I schedule a tile installation service with your company?

To schedule an installation, simply contact our customer service team, and they will guide you through the process or you may fill up the form here.

Which areas do you provide installation service?

We provide tile installation service to areas in Kuala Lumpur, Selangor and Putrajaya.​

Can you provide a quotation for my tile installation project?

Yes, we offer free consultation and quotation. A member of our team will assess your project, including materials and labor costs, to provide an accurate estimate.​

How long does a typical tile installation take?

The installation timeline varies depending on the size and complexity of the project. We will provide you with a project timeline during the estimation phase.​

Can you assist with tile selection and design?

Absolutely! Our sales designer can help you choose the right tiles and create a design in 3D for free that suits your preferences and project requirements. You may request for free 3D interior drawing here.

What is the payment schedule for tile installation services?

Full payment is required before we carry out the tile installation service.

What should I expect during the tile installation process?

Our installers will keep you informed throughout the process, and you can expect a professional and efficient installation.​

Return and Exchange

What types of tile products are eligible for returns or exchanges?

The customer may return defect items for an exchange where such defect is caused by the manufacturer, broken or shortage upon delivery.​

How long do I have to return or exchange defect tiles after delivery?

The defective items must be reported to assigned Sales Designer within 3 working days from delivery date.

Can I return or exchange tiles that have been installed or used?

No, installed or used tiles cannot be returned or exchanged.​

Can I exchange tiles for a different style and design?

Goods sold are non-refundable nor amendable once payment has been made online. For any exchanges, please notify the designated Designer at Creative Lab outlet.

Do you offer refunds?

Yes, but defect goods only. Customer is allowed to request for a refund of the value of the defect goods if stocks are unavailable.

What is the process for returning or exchanging damaged or defective tiles?

If you receive damaged or defective tiles, please contact us immediately. We will assess the issue and arrange for replacements or refunds as necessary.​