FAQs
Frequently Asked Questions.
Placing an order
CAN I BUY ONLINE?
We are not prepared to sell directly through our website. For ordering tiles, custom requests, pricing, lead times or other needs please email or call us so we can offer you personal assistance.
DO YOU SHIP INTERNATIONALLY?
We supply tiles for projects all over the world. We are happy to provide a shipping quote for international orders.
CAN I ORDER SAMPLES?
Yes, we understand the importance of coordinating all the elements for your project and are happy to provide samples during your selection process.
Multiple samples can be ordered to give a sense of colour range. When you are ready to place an order you can also provide an approved colour control sample to the factory. Our team will use your sample as a guideline but please remember there will always be colour variation.
SHOULD I ORDER EXTRA TILES?
Yes, we advise a 10% contingency on top of the minimum quantity needed. This overage allows for the possibility of breakage during installation, for greater range selection and extras in case of damage in the future. Always refer to your installer when determining quantities.
CAN I RETURN MY TILES?
Because we make our tile specially for you, returns are not accepted unless they are defective or damaged in shipping.
CAN I CHANGE A ORDER THAT I'VE ALREADY PLACED?
Because each order is custom made, we cannot change it once it has gone into production. If you do have a change, please contact us immediately to see if we can help resolve the matter quickly.
WHAT WOULD BE THE MINIMUM LEAD TIME FOR EMERGENCY ORDERS?
If you need materials sooner for a rush order or job completion, please call and ask for a lead time specifically for you. Although we keep a limited quantity of our most popular products on hand, we operate on a first come first served policy without discrimination. When your order is placed check with us what is the estimated lead time.
Installation and Maintenance
WILL SETTING TILES ON A DIAGONAL REQUIRE MORE MATERIAL?
Yes, typically more material is required when tiles are set on a diagonal versus a straight-set. Please refer to your installer when determining how much material is needed.
WHAT SIZE DO YOU SUGGEST FOR GROUT SPACING?
Our tiles are sized to accommodate a 1 to 4 mm grout space, depending on the format. Many factors determine the size of a grout joint. It is important to discuss this with both your architect and installer and follow a jointing scheme.
CAN I USE YOUR TILES AROUND THE FIREPLACE? ARE THEY HEAT-RESISTANT?
Our tiles are fired in kilns at very high temperatures. They can be used in fireplace installations and will not be damaged by heat.
CAN I USE YOUR TILES IN THE SHOWER?
Yes, our tiles are suitable for wet applications. Please note that in regularly wet areas, such as showers, it is common for some tiles to darken and lighten as they become wet and then dry.
CAN I USE YOUR TILES IN EXTERIOR APPLICATIONS?
Our tiles can be installed outside on vertical surfaces with no issues. We do not recommend using our tile outside on horizontal surfaces. Please contact us and we will help determine the suitability of our tiles for your exterior installation.
IS TILING WITHOUT GROUTING POSSIBLE?
In practice, tiling without grouting is not recommended. Even for cut edge tiles, minimum 1 mm and better yet, 2 mm grouting is recommended.
WHAT IS THE BEST WAY TO CLEAN MY TILES?
For everyday cleaning, simply use a pH-balanced natural cleaner to care for your tiles. We do not recommend the use of any acids to clean our tiles and it is always wise to test any other cleaning methods in an inconspicuous area of your installation.