Payment and Delivery
While calculating the quantity of tiles to be ordered, please take into account wastage and spares.
Prices, Checkout and Advice
The prices indicated on our website apply to the ex-works delivery from the manufacturers' warehouses.
The prices indicated on our website are:
VAT inclusive for the EU members;
VAT exclusive for countries of the European Free Trade Association (EFTA) (Norway, Switzerland, Iceland and Liechtenstein), as well as to the special EU member state territories (e. g. Canary Islands, Ceuta, Melilla, Republic of Cyprus, Gibraltar);
VAT exclusive for the USA and Canada.
In the event that a corporate customer is registered in the EU has an international VAT identification number, the respective order invoice is issued net of VAT, and the VAT identification number of the suppling company is specified.
Please note that particular items are sold on a per-box (rarely on a per-pallet) basis. If the said items are requested, their billed quantity will be increased to the actual quantity of items in the applicable number of full boxes (pallets).
The prices on our website apply to the first-choice materials. We do not supply the second-choice and commercial-grade tile.
Order Payment Options
We accept payments by credit card, bank transfer, via letter of credit or via PayPal (if the latter option is selected, an extra operator fee of 2.7 % is charged). We are a verified PayPal member. Therefore all payments of our customers are covered by PayPal Purchase Protection.
DELIVERY AND UNLOADING
to any destination within the European Union;
to the countries of the European Free Trade Association (EFTA) (Norway, Switzerland, Iceland and Liechtenstein), as well as to the special EU member state territories (e. g. Canary Islands, Ceuta, Melilla, Republic of Cyprus, Gibraltar). Please note all local import taxes and fees are paid by the customer;
to the USA and Canada. In this case the shipping charges include all expenses related to the goods delivery; neither local sales tax, nor any other extra fees are paid by the customer. The conforming goods delivered to the USA and Canada are non-returnable.
The average delivery takes 14-15 calendar days. The definite shipping time depends on the manufacturer's location, goods availability in stock and goods destination. The shipping expenses and estimated lead time will be displayed in your Shopping Cart. In order to inquire about shipping time confirmed by the manufacturer, you may click on "I need faster" in the Shopping Cart. Once no information is displayed automatically, please click on "Request Delivery Cost & Time". In this case it may take 24-48 hours to let you know the shipping time confirmed by the manufacturer.
The tiles are delivered by trucks equipped with a lifting device and are unloaded from the truck on the road at the customer's delivery address, except as otherwise provided by the dedicated Customer Support specialist while confirming your order. Therefore, the customer shall ensure that the delivery place is fully accessible for the said vehicles and there is enough space for the goods' to be unloaded. The delivery to historic city centers and other areas with limited truck traffic and no possibility to unload the goods, may involve extra shipping expenses.
Please pay attention that an extra shipping fee may be charged in case of delivery:
- to islands using a ferry service;
- to historic city centers and other areas with limited truck traffic and no possibility of goods unloading. For detailed information, please contact our Customer Support.
Important! Once you are not sure that the truck will have full access to the delivery address and there will be enough space for the goods to be unloaded, please contact your dedicated Customer Support specialist, so that we could suggest alternative goods delivery routes prior to order confirmation.
In the event you would like to arrange goods unloading from the truck yourself, please contact your dedicated Customer Support specialist, so that we could recalculate the shipping expenses and let you know, if there is any difference.If you have paid for delivery in a truck without a lifting device, however, due to some reasons, you cannot arrange goods unloading, please contact our Customer Support not later than 5 working days after payment is made. In this case you will be charged an extra delivery fee (if applicable), and your order will be delivered in a truck equipped with a lifting device.
In the event that the goods are delivered in a truck without a lifting device envisaged in accordance with the terms and conditions of your order, please refuse to accept the goods and contact immediately our Customer Support. The order will be delivered in a truck equipped with a lifting device in the shortest time possible.
Once your order is handed over to the carrier, you will be informed by Email about the tentative delivery date give or take one working day.
Once your order arrives at the logistics terminal, the carrier will get in touch with you using the phone number specified in your order, in order to agree the delivery date and time convenient for you.
In the event it is not convenient for you to receive the goods, when the carrier is ready to deliver them, please contact the carrier representative and agree with them the delivery date and time. Please also get in touch with our Customer Support, in case the goods are delivered without prior coordination of the delivery date and time. In this case you should refuse to receive them. The goods will be delivered, when it is convenient for you to receive them.
The orders are delivered on working days (Monday through Friday) from 8 a.m. to 5 p.m. The goods may be stored at the carrier's for three days free of charge. Further storage of the goods at the carrier's may involve extra charge.
Order Cancelation and Goods Return
Within 14 calendar days upon order delivery, a customer may cancel an order. Taking into account that the tiles are delivered with specific transportation means, according to the law, in case of order cancelation, only the goods cost will be refunded. The shipping expenses are not refundable. The customer shall arrange and pay for goods transportation to the warehouse.
Once any damaged and/or defective goods are revealed, please inform us thereof within 3 (three) working days upon goods delivery. We will either refund the costs of such goods, or replace them within the shortest time possible.In the event that you would like to cancel an order which has been already shipped but has not been delivered, please contact your dedicated Customer Support specialist. We will seek information about the actual location of your order, and send it back, if possible, so that to minimize your potential expenses. Once there is no opportunity to block the goods in transit and send them back, please receive the goods and arrange their return. Whatever solution is eventually found, the expenses related to order shipment in both directions are borne by the customer.
PICKUP FROM STORAGE
You may arrange order collection from one of our consolidation warehouses in Italy or Spain.
In this event, apart from the cost of the goods, the total amount payable will include the expenses related to goods packaging and preparation for shipment.
In order to have the total order value calculated, please contact your dedicated Customer Support specialist. The expenses related to goods preparation for shipment include 30 days of free storage at the carrier's.
Further storage of the goods at the carrier's may involve extra charge.
Once your order is ready for shipment, you will receive notification by Email with accurate data necessary to arrange order pickup, namely: goods weight, number of cargo units, warehouse address, contact details and shipment reference number.
Once the goods leave the warehouse, all liability for their safety is transferred to the customer.
Once the goods are delivered, the customer checks them visually. In the event that any damage to the packaging is revealed, the customer shall describe this in the delivery note. Where required, the carrier representative waits, until the goods are unpacked in order to check their integrity. Should any defective tiles be revealed, the customer, within three working days, informs the dedicated Customer Support specialist thereof providing a copy of the shipping document, the photos of the Goods as they were delivered, as well as the photos of all defective tiles. There is no need to give the defective tiles back to the carrier.