RETURNS POLICY (for private customers only)
RETURNING OVER-ORDERED TLES: We recommend to measure exactly and order only 10% extra for wastage and cutting to avoid costs in returning Encaustic tiles, Moroccan tiles. We also recommend to keep some of our Encaustic tiles, Moroccan tiles as you may need them in the future. If you like to return stock Encaustiles tiles, Moroccan tiles, please inform us before. There is a 10% restocking fee and we only can take back full and unopened boxes. You can bring them in person to our Croydon warehouse (after you made an appointment) or we can arrange a collection for you for an additional charge of at least GBP 65.00 inc. VAT, depending on the amount of Encaustic tiles, Moroccan tiles returned and your post code. Please note that our handmade Encaustic tiles, Moroccan tiles can easily be damaged and we therefore strongly advise our customers not to return them by post or courier services (that's why we deliver them securely packed on a pallet by lorry). Shipping them by post or courier service will most likely damage the Encaustic tiles, Moroccan tiles. We recommend to let us arrange the collection from you instead to avoid damages, which you are liable for. If we receive damaged (chipped, cracked or broken) tiles, we can not sell them anymore and therefore can not refund them unfortunately. Returning Goods is at your own risk. If Goods are lost or damaged in transit, we reserve the right to charge you for any loss or damage. The possibility to return your Encaustic tiles, Moroccan tiles is limited to 3 months after you have received them.
Bespoke orders (orders made from your own design with our easy-to-use online Encaustic tiles configurator or your design) may not be returned, as they are custom made to your requirements.
CANCELLATION OF YOUR WHOLE ORDER: If you would like to cancel your whole order, please inform us by email as soon as possible and latest within 14 days after you have received your order. Cancellation before your receive your order: If your tiles are already booked for collection from one of our warehouses, but have not left, you are liable for the delivery charge. If you cancel your whole order after we have shipped them, even you did not receive them, you are liable for the delivery charge and also the charge for returning the tiles to one of our warehouses as the delivery companies will charge us for these costs. It is not possible to cancel just part of your order, only the whole order can be cancelled. If cancelled, there is no restocking fee. Returning Goods is at your own risk. If Goods are lost or damaged in transit, we reserve the right to charge you for any loss or damage. Please note that we may ship your Encaustic tiles, Moroccan tiles already before receiving your down payment and your order is binding for you as soon as we accept it and email you our order confirmation.
DAMAGED TILES: We are packing our handmade Encaustic tiles, Moroccan tiles very well, usually securely packed on a pallet to avoid damage during transport and usually add 1 or 2 tiles extra, just in case. Most if not all shippings arrive with no damage, as we are going through all boxes before we are shipping them and they are well packed. However, please check all Encaustic tiles, Moroccan tiles for damages within 48 hours and inform us immediately (please send us an email with a picture/s showing the damage of each Encaustic tile) otherwise we are unable to refund you for damaged Encaustic tiles, Moroccan tiles.