--- title: What should be done if the delivered products are not the ones ordered or damaged? description: Upon receiving your order, the first step is to verify that it matches what you ordered and to check for any damaged tiles or items. If you find any discrepancies or damage, contact us immediately at --- [Skip to content](https://help.tilemall.com.au/knowledge/what-if-the-products-delivered-are-incorrect#main-content) [Customer portal](https://help.tilemall.com.au/supportcenter) ![TMlogoNEW-R-Page-20240920.svg\]](https://help.tilemall.com.au/hubfs/TMlogoNEW-R-Page-20240920.svg) Open main navigation Close main navigation - [Customer portal](https://help.tilemall.com.au/supportcenter) - [Go to tilemall.com.au](https://tilemall.com.au/) [Go to tilemall.com.au](https://tilemall.com.au/) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://help.tilemall.com.au/knowledge) 2. [Delivery and Shipping Services](https://help.tilemall.com.au/knowledge/delivery-and-shipping-services) 3. [Delivery & Shipping FAQ](https://help.tilemall.com.au/knowledge/delivery-and-shipping-services#delivery-shipping-faq) # What should be done if the delivered products are not the ones ordered or damaged? Check your order on delivery or collection against the order details and inspect the goods and packaging. If an item is incorrect, missing or damaged, contact Tilemall promptly on (02) 7804 4588 or sales@tilemall.com.au with your order number and clear photos of the goods, packaging and labels. Report transit damage, visible damage or short shipment within 48 hours of delivery. This reporting window does not apply to wrong or misdescribed items and does not limit your Australian Consumer Law rights. Keep the packaging and do not install or use an affected item before discussing it with our team. We will assess the evidence and confirm the appropriate next steps. Do not send goods to Tilemall or a supplier without prior return authorisation. - [Orders and Shipping](https://help.tilemall.com.au/knowledge/orders-and-shipping) - [Product Information](https://help.tilemall.com.au/knowledge/product-information#main-content) - [Showers](https://help.tilemall.com.au/knowledge/product-information#showers) - [Other Product FAQ](https://help.tilemall.com.au/knowledge/product-information#other-product-faq) - [Tapware](https://help.tilemall.com.au/knowledge/product-information#tapware) - [Tiles](https://help.tilemall.com.au/knowledge/product-information#tiles) - [Toilets](https://help.tilemall.com.au/knowledge/product-information#toilets) - [Vanity & Cabinetry](https://help.tilemall.com.au/knowledge/product-information#vanity-cabinetry) - [Baths](https://help.tilemall.com.au/knowledge/product-information#baths) - [Colour Matching](https://help.tilemall.com.au/knowledge/colour-matching) - [Trade Enquiries](https://help.tilemall.com.au/knowledge/trade-enquiries#main-content) - [Trade FAQ](https://help.tilemall.com.au/knowledge/trade-enquiries#trade-faq) - [General Enquiries](https://help.tilemall.com.au/knowledge/general-enquiries#main-content) - [General FAQ](https://help.tilemall.com.au/knowledge/general-enquiries#general-faq) - [Delivery and Shipping Services](https://help.tilemall.com.au/knowledge/delivery-and-shipping-services#main-content) - [Delivery & Shipping FAQ](https://help.tilemall.com.au/knowledge/delivery-and-shipping-services#delivery-shipping-faq) - [Warehouse Pickup](https://help.tilemall.com.au/knowledge/delivery-and-shipping-services#warehouse-pickup) - [Returns and Exchanges](https://help.tilemall.com.au/knowledge/returns-and-exchanges#main-content) - [Returns, Exchanges & Warranties FAQ](https://help.tilemall.com.au/knowledge/returns-and-exchanges#returns-exchanges-warranties-faq) - [Payment Options](https://help.tilemall.com.au/knowledge/payment-options#main-content) - [Payments FAQ](https://help.tilemall.com.au/knowledge/payment-options#payments-faq) - [Help with an order](https://help.tilemall.com.au/knowledge/help-with-an-order#main-content) - [Orders FAQ](https://help.tilemall.com.au/knowledge/help-with-an-order#orders-faq) - [Price Check Promise](https://help.tilemall.com.au/knowledge/price-check-promise#main-content) - [Best Price Guarantee](https://help.tilemall.com.au/knowledge/price-check-promise#best-price-guarantee) - [Product Warranties (industry leading)](https://help.tilemall.com.au/knowledge/product-warranties-industry-leading#main-content) - [Product Warranties (Industry leading)](https://help.tilemall.com.au/knowledge/product-warranties-industry-leading#product-warranties-industry-leading) - [Product Catalogue](https://help.tilemall.com.au/knowledge/product-catalogue) Tilemall Help Center Copyright © 2025, Tilemall Pty Ltd