Frequently Asked Questions
How is the quality guaranteed?
All tiles are guaranteed against manufacturing defects and to remain an integral part of the flooring system for a period of ten years from the date of purchase for Domestic use and seven years for Commercial use.
The benefits conferred by this guarantee are in addition to, and not in substitution for, any other rights and remedies given to consumers in relation to goods under the Trade Practices Act (and similar State and Territory Laws) and are subject to the following terms and conditions.
Warning: the tiles must be fixed in accordance with the relevant fixative manufacturer’s instructions and/or AS3958, 1-1991 “Guide to the Installation of Ceramic Tiles”. This guarantee does not cover any failure of the tiling system where the application of any of the substrate materials, fixatives or the fixing of the tiles is not carried out in accordance with the manufacturer’s instructions and/or AS3958, 1-1991 “Guide to the Installation of Ceramic Tiles”. Furthermore, this guarantee will not cover situations where it cannot be satisfactorily demonstrated that substrate materials and fixatives are fit for purpose.
We advise customers to
purchase 5%-15% additional quantity so as to allow for tiles which are damaged during or after installation. We do not guarantee the availability of replacement tiles of the same colour or pattern after the time of purchase. Once the tiles have been laid, liability will not be accepted for colour matching or blending or for the replacement of tiles with obvious visual faults. Tiles with obvious manufacturing defects should not be laid. We will replace such tiles subject to availability. Facilities for the repair of broken tiles are not available. It should be noted that natural stone tiles are a natural product with colour variations. Veining and other specific markings are a common feature of natural flooring. Samples are an indication of colour and shade only. Actual product may vary somewhat from batch to batch.
All ceramic and porcelain tiles can be slippery when wet. Liability will not be accepted for accidents due to inappropriate tile selection, maintenance or carelessness.
Fully vitrified natural finished porcelain tiles do not require sealing when they have a determination of stain resistance of greater than Class 3 as tested.
Regular cleaning and maintenance must be strictly adhered to, otherwise this guarantee may be voided. If a purchaser makes a claim under this guarantee, We may, in its sole discretion, offer to either replace or repair the goods, supply equivalent goods, or pay the cost of replacing the goods, having the goods repaired or obtaining equivalent goods.
What are the terms of sample orders?
Contact us at firstname.lastname@example.org or simply order online.
Although we try our best fullfilling every sample order we receive, sample orders are
NOT guaranteed. We reserve the right to cancel your sample order, in which case you would be notified accordingly.
If not asked, each sample piece would be prepared in 150mm x 150mm. Size of up to 600mm x 600mm samples can be ordered upon request. Max 3 Samples at a time.
Samples orders after 3 pieces will incur a $15+GST charge per sample or piece.
For your first sample order, we deliver samples to your door
for free Australia wide. Shipping charges may apply after first sample order.
Although most samples are delivered within 3 to 7 working days. Customers should allow up to 15 business days to receive the sample(s) from the date of the order. Some samples may take longer pending availability.
All samples and products will be delivery via registered posts.
Where are our tiles made from?
All of our tiles are made from our factories in Mainland China. Our factories are highly regulated by our Australian quality control team on a regular basis.
With 30,000 workers and top range Italian imported equipment in our trusted tile manufacturing facilities, quality would be the last thing our customers worry about.
FREE SHIPPING Delivery or Pick-up?
Free shipping applies to
all orders with quantity greater than 20 sqm.
We advise customers to
purchase 5%-15% additional quantity so as to allow for tiles which are damaged during or after installation.
For smaller orders, local customers may choose to pick up the tiles from our warehouse at no additional cost. Otherwise, shipping fee may apply pending order size and the nature of order (e.g. return, replacement, or new order). You may contact our customer support at
email@example.com to arrange a pick-up from our warehouse.
How long does it take for an order to arrive?
When stocks are available in our local warehouse, please allow for 5 to 15 working days depending on the destination address.
For special orders, it may take up to 21 to 30 working days. Ask us at firstname.lastname@example.org for special order pricing.
What's a special order?
For customers who are happy about a longer lead-time for their orders, we would be able to apply a discount between 5% to 20% to their orders. Special orders may take up to 21 to 30 working days to arrive your door after payment.
Ask us at email@example.com for special order pricing.
How do I return an item?
You may contact our customer support at firstname.lastname@example.org to arrange a pick-up from your place. If you have been sent the wrong product or if the product is faulty then we will arrange shipping for return of the goods. Otherwise, a 15% handling charge will be charged on the value of all returns and 15% on the full value of all orders cancelled.
What is our returns policy?
Generally, we do not have to give a refund or replacement if a customer simply changes their mind about a product. Under the Australian Consumer Law, the customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees.
In rare cases, we may allow returns. A 15% handling charge will be charged on the value of all returns and 15% on the full value of all orders cancelled.
If your return is approved, we will initiate a refund either to your credit card or via EFT usually within 14 days of our approval. Please note in some cases this time may vary depending on your credit card or banks issuer policies.
Do you provide International delivery service?
We currently ship to Australia only.
Please contact us at email@example.com.
click here to contact us online.
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