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      FAQ Frequently Asked Questions

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      1 Our Tile Catalogue, how does it work?
      1.1 How to select tiles from the Catalogue?
      In the website menu there are four criteria: Effect, Style, Price, Color, using which you may find the tile collection you need. Just select the desired parameters in the dropdown list, and the tile collections that match these parameters will be selected. The complete range of tile parameters is available in the Advanced Search option. In order to find tile collections, please check the desired parameters and then click Show.
      1.2 How to go back to the previously selected collections?
      In order to navigate from the collection page and go back to the selected collections, click Back in the browser window.
      1.3 How to clear the search results?
      Uncheck the selected criteria one by one in the search results page or click the Reset button.
      1.4 What should you do, if no collections are found?
      If no collections are displayed from search, it means that in our Tile Catalogue there are no collections that meet the selected parameters. You may start a new search either from the Tile Catalogue or from the collection page, having unchecked or changed some search criteria.
      1.5 How to find a specific product, border or decorative piece?
      In the event that you do not need the entire collection, but a specific product, border, decorative piece or step, you should check the respective item on the Advanced Search page in the Type of Product filter group, and select other criteria this product should meet.
      1.6 How to remember the collection or interior you like?
      The Add to Ideabook button is embedded in every interior photo of a particular collection. Pressing this button, you add the interior to your Ideabook. The number near the Bulb indicates the popularity of the respective collection or interior among our visitors.
      You may add new folders for every project in the Ideabook and name them accordingly, for example, "Bathroom", "Kitchen", "New Project". We have also provided the option of sharing your projects by Email or via social networks. For this purpose, click the button Share Ideas and select the recipient. The link to your project will be sent to the defined recipient.
      1.7 Why are there two prices indicated on the website?
      The prices for some items depend on the amount of order. Nowadays, the tile production process is fully automated. A wrapped pallet is considered to be a finished product. Therefore, if an ordered quantity is less than a pallet, or is not an exact pallet multiple, the manufacturers impose an extra charge for pallet unpacking. If an ordered quantity is more than a pallet, or is an exact pallet multiple, the price is reduced accordingly. For these items there are two prices displayed on our website.
      1.8 What tile grade do you sell?
      We sell only the first-choice tiles. We do not supply neither the second-choice, nor commercial-grade tiles. The prices on our website apply to the first-choice materials.
      2 How to make and secure an order?
      2.1 How to receive tile samples?
      In order to receive tile samples, you would have to pay the cost of the selected items, the shipping expenses, as well as the sum of EUR 100, which is considered to be an advanced payment for your future order, and will be deducted from the total amount payable after order placement. Please note that the advanced payment of EUR 100 applies exclusively to the first order of tile samples. While placing all the subsequent orders, you will have to pay only the cost of the selected tile samples and the shipping expenses.
      2.2 How to order the selected tile?
      In order to place an order, please sign up on our website, add the selected items into your Shopping Cart and fill in all the required fields (address, phone number, etc.). The shipping expenses and estimated delivery period will be displayed in the Shopping Cart. If the shipping expenses are not displayed in the Shopping Cart, please send a calculation request. In order to place an order, 100 % advance payment is required. Please note that particular items are sold on a per-box (rarely on a per-pallet) basis. If the said items are added to the Shopping Cart, their billed quantity will be increased to the actual quantity of items in the applicable number of full boxes (pallets).
      2.3 How to pay for an order?
      We accept payments by bank transfer, via letter of credit or via PayPal. Payment using bank cards will become available shortly.
      2.4 The prices indicated on the website, what do they include?
      The prices indicated on the website are up-to-date retail prices ex warehouse of the manufacturer. Our prices are VAT inclusive. The cost of delivery from the manufacturer's warehouse to the customer is not included in the price and should be calculated additionally. In the event that the customer is a VAT paying legal entity, the respective order invoice is issued net of VAT.
      2.5 Why is there no mentioning about VAT in the Proforma Invoices issued to private customers with shipment within the EU?
      TileExpert Retail OÜ is not registered as a VAT payer (we have no VAT No.). Therefore the Proforma Invoices we issue to private customers contain no information about VAT. However the absence of VAT does not imply that you would have to pay this tax by yourself. The prices indicated in the Proforma Invoice are final. There are no extra charges related to purchasing from our website with shipment within the EU.
      2.6 What is order delivery time?
      The average delivery takes 14-15 calendar days. The definite delivery time depends on the manufacturer's location and goods availability in stock.
      2.7 Is it possible to arrange order collection from the warehouse on one's own?
      You may arrange order collection from one of our 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 preparation for shipment. To have the total order value calculated, please contact our customer service managers.
      2.8 In what countries do you ship ordered tiles?
      We ship ordered tiles to any destination within the European Union, as well as to Norway, Switzerland, the USA and Canada.
      2.9 How to trace an order?
      In a few days after payment receipt, upon shipment of the goods from storage, we send a tracking number to our customers. Using the tracking number, our customers may monitor order status following the link to the respective carrier website. Our carrier for Italy is Zanni Marco & C. s.r.l., for other European countries – DB Schenker.
      2.10 What should you do if the goods are found to be defective?
      If the goods are delivered in a defective packaging, the customer shall describe the revealed defects in a shipping document. Where required, the customer may open the packaging to control the integrity of the delivered goods in the presence of the carrier representative. In the event of broken tiles, short delivery, incorrect items, the customer describes the revealed defects in a shipping document (delivery note) and within three working days contacts the dedicated Customer Service manager providing the photos of all defective tiles. There is no need to give the defective tiles back to the carrier.
      2.11 Are orders delivered to a front door or directly in an apartment?
      The orders are delivered to a front door or in a port (at customer's will).
      2.12 Who is in charge of the goods unloading?
      The tile is delivered to a front door or in a port (at customer's will). It is the customer who is responsible for arranging the tile unloading. Usually the goods are delivered in a truck equipped with a lifting device. However the customer may choose between goods delivery with or without lifting device in the Shopping Cart. The respective shipping rate will be invoiced.
      2.13 What is the deadline to claim goods quality?
      Any claim pertaining to the quality of goods should be filed within 72 hours upon the delivery of the said goods. The customer sends the claim by Email attaching a copy of the shipping document and the photos of all defective tiles. In the follow-up Email message we inform the customer about the time of goods replacement.
      2.14 What is the deadline to claim non-delivery of goods?
      Any claim pertaining to the non-delivery of goods should be filed within 72 hours from the expected date of the said goods delivery.
      2.15 When is it possible to cancel the paid order?
      Within one week after payment for an order, you may cancel it with the reimbursement of the total amount paid.
      2.16 When is it possible to cancel a delivered order?
      Within 14 days upon order delivery, a private customer may cancel an order. In this case only the goods cost will be refunded. The shipping expenses are not refundable. The goods transportation to our warehouse shall be arranged and paid by such a customer.