I recently ordered a sample tile so that I could see the colour and texture. The order arrived on time and almost to the minute of the beginning of the delivery time-slot. Unfortunately, the tile was damaged on three of the four corners, despite the packaging having "FRAGILE" in red and white tape completely covering the package. As t was only a sample it really didn't matter that it was damaged. However, I thought I would just let the company know, just for information. I received a very prompt and polite response telling me that the £4.50 I had paid would be refunded. It hadn't even entered my head to try and reclaim it so to be told, unprompted by me, that it would be refunded was a pleasant surprise. I was impressed by the response and will certainly be ordering these tiles in the not too distant future (through our local bathroom supplier - who was also very complimentary about the London Tile Co.). Thank you.