QUESTIONS AND ANSWERS

Ordering and lead times.
All items are hand-made and unique. No two items are exactly the same, and colours may differ from the pictures due to different computer screen resolutions.
There is a lead-time for all products, from 3 - 7 business days prior to dispatch. This is because each item will be made to order, so once you place your order and make a payment, I will begin work on the product.
IMPORTANT: There is no return or refunds for tile murals or bespoke designs provided by you. You can order one tile to check quality and finish before committing to a larger order. NO returns or refunds will be accepted for these items.
If you have an issue with your order, please contact us to allow us the opportunity to resolve the issue, before leaving feedback.
If ordering from abroad, please be aware there may be an additional charge by the courier for import duties. This is not something we can deal with as it is out of our hands and down to the rules of the import country and local tax authorities.

Can I get a sample tile?
Yes, just order one of your chosen design.

What are heat set tiles?
Heat set tiles are glazed tiles, coated with a polymer coating which, when heat pressed with a sublimation ink print, allows the printed image to infuse into the polymer coating. This give a solid gloss finish, but the tile coating can be scratched and can fade over several years of exposure to UV light (sunlight). We coat the finished product with UV wax protection and suggest you maintain your tiles with such products on a regular basis.

Why does postage cost so much?
Very simple, that is what the postal companies charge us. We try to ensure our costs are reasonable, but heavy fragile items are expensive to send by post, so unfortunately we have no option but to charge you at cost.

What happens if my item(s) arrive smashed?
We pack our products as best we can to avoid damage in transit. However, occasionally items do get broken enroute to customers. In the first instance, please email us with pictures of the damaged items. We will aim to replace them as soon as possible, but we do need pictures sent to us for insurance purposes. If the order is a special design/colour, we may not be able to match the first batch. In this case we may ask you to return all the order (we will pay return postage) and we will make you a new batch, which when fired at the same time, will all match.