DELIVERY COSTS
We currently only ship to Spain, Portugal, France, Italy and Greece, if you are outside of this area please email hola@artisanceramica.com with your requirements and we will provide a custom quote.
Terms & Conditions
1. GENERAL TERMS
When you place an order with us, you agree to these Terms and Conditions. Please read them before you make a purchase.
2. TRADE ACCOUNT DISCOUNTS & OTHER DISCOUNT CODES
Trade accounts and discount codes are provided at our discretion. We may change or cancel them at any time without notice.
2.1. How to Use Discount Codes
· Trade discounts and promotional codes are applied at checkout.
· They may be applied automatically or entered manually using a provided code.
2.2. Exclusions
· Trade discounts and other discount codes cannot be used during sale or clearance events.
· They cannot be used on items that are already discounted or on promotion.
· Some products may be excluded from discounts.
2.3. Newsletter Sign-Up & Marketing Discount Codes
· Newsletter sign-up and marketing discount codes cannot be used with any other discount or sale code.
· They are not available to customers who have already subscribed using the same email address.
· They may not apply to items that are already on sale or promotion.
3. PRODUCT IMAGES & SAMPLES
We recommend ordering a sample before placing a full order. This helps you check the colour, texture, and finish of the tile.
We are not responsible if the tiles look different from what you expected based on website images.
3.1. Website Imagery
· Images on our website are for guidance only and are used for marketing purposes.
· In-situ images are staged photographs or computer-generated images. They are intended to show how the tiles may look in a space.
· Single tile images are photographed by our team and show the tile as accurately as possible. Lighting conditions may differ from your home and can affect how the tile looks.
3.2. Tile Effects & Natural Variations
· Tiles described as “encaustic effect”, “colour variant”, or “handmade finish” will vary in colour, pattern, and texture.
· A sample shows one tile only. Tiles in a full order may show additional variation, as described on the product page.
· Patterned tiles with an encaustic effect are designed to copy traditional encaustic tiles. Small variations and slight pattern misalignment are intentional.
· If you would like to see images of several tiles to better understand variation, please contact our Customer Service Team using the Contact Us page.
4. DESIGN ADVICE & TILE SELECTION
Our Customer Service Team is happy to help with questions about our tiles. They know our products well but are not trained interior designers. They cannot provide specialist design advice.
4.1. Tile Selection & Colour Matching
· Our design team can offer guidance on tile selection and colour matching. The final decision is always the customer’s responsibility.
· CGI images and visualisations on our website show an approximate appearance only. They may not be to scale and should not be treated as exact representations.
· We are not responsible if the final installed result does not meet expectations.
4.2. Grout Colour Advice
· Grout colour choice is the customer’s responsibility. We do not give specific grout recommendations.
· As a general guideline, darker grout is often more suitable for floors, especially in high-traffic areas. It can help reduce the appearance of dirt and wear over time.
· Customers should consider how grout colour may affect the final look before making a decision.
4.3. In-Depth Design Assistance
· We offer a Mood Board Request Service for customers who would like more detailed design guidance. This service provides visual inspiration and tile suggestions.
· To use this service, a Mood Board Request Form must be completed.
· Our design team can assist with colour matching and tile selection. The final purchasing decision remains the customer’s responsibility.
· We strongly recommend ordering tile samples for any products shown in a mood board before placing a full order. Colours and finishes may look different in photographs or digital images.
· Visualisations and CGI images are for guidance only. They may not be to scale or reflect the exact conditions of your space.
· We are not responsible if the final installed result does not meet personal expectations.
· Mood boards and visualisations are provided for inspiration only.
4.4. Tile Estimation Service
· Our estimation team can provide tile quantity estimates based on information supplied by the customer. This service is a guide only and is not a professional survey or guarantee.
· Estimations are based on experience but remain approximate. Factors such as layout, tile size, pattern direction, cuts, obstacles, and wastage can affect final quantities.
· It is the customer’s responsibility to confirm all measurements, quantities, and layout details before ordering.
· We strongly recommend ordering at least 10% extra tiles to allow for cuts, waste, and breakages.
· We are not responsible for shortages or excess tiles. The final quantity ordered is the customer’s responsibility.
5. SUITABILITY OF TILES FOR SPECIFIC USES
· Tiles described as suitable for outdoor use, anti-slip areas, bathrooms, or wet rooms are classified based on information provided by the manufacturer. The suitability of any tile should always be assessed by a qualified professional.
· Before purchasing or installing tiles, several factors should be considered. These include whether the surface is suitable, whether the tile finish is fit for purpose, whether the area will be wet, and whether the surface has the correct slope.
· Our use of terms such as “suitable for outdoor use”, “anti-slip”, “bathroom”, or “wet room” refers only to specific tests carried out by the manufacturer.
· We are not responsible for the suitability of tiles once they are installed. The final decision and responsibility for installation and surface suitability rests with the buyer.
6. ORDERING QUANTITY, BATCH VARIATIONS & TILE CALCULATOR
We strongly recommend ordering at least 10% extra tiles. This allows for cuts, breakages, and waste during installation.
For large format tiles, hexagon tiles, or tiles with irregular shapes or patterns, we recommend ordering more than 10% extra. These tiles often require additional cuts and can create more waste, especially around edges, corners, and obstacles.
6.1. Tile Calculator
· A tile calculator is available on our product pages. It provides an approximate estimate only.
· The calculator assumes the area is a simple rectangle. It also assumes that cut tiles can be reused where possible.
· The calculator does not account for layout patterns, obstacles, or irregular room shapes.
It is the customer’s responsibility to order enough tiles for their specific space and installation method.
· If additional tiles are ordered later, we cannot guarantee they will be from the same batch. Tiles from different batches may vary slightly in colour, tone, texture, or finish.
· We are not responsible for batch variation when multiple orders are placed.
· It is the customer’s responsibility to order the full required quantity in one order where possible.
· We are not responsible for shortages caused by ordering too few tiles. We are also not responsible for excess tiles caused by ordering too many based on the tile calculator.
· Unused full boxes of tiles may be returned in line with our Returns Policy.
6.2. Grout & Adhesive Recommendation Calculator
· Grout and adhesive recommendations are automatically calculated based on the tiles in your basket.
· These estimates assume a standard installation. This includes a 3mm grout joint, a 10mm tile thickness, and a 10mm adhesive bed.
· These figures are estimates only. They may not reflect site conditions such as uneven surfaces, wider grout joints, cutting waste, or tile thickness variation.
· The calculator shows square metre coverage and weight requirements. These match the grout and adhesive bag sizes available for purchase.
· In some cases, more adhesive may be needed. For example, uneven surfaces or large format tiles may require additional adhesive or back-buttering.
· It is the customer’s responsibility to ensure enough grout and adhesive are ordered.
· We are not responsible for shortages or excess grout or adhesive caused by reliance on the tile calculator or in-cart recommendations.
7. PAYMENT
· Full payment is required when you place your order.
· Orders will not be processed or dispatched until payment has cleared.
· Available payment methods are shown at checkout.
8. DELIVERY
8.1. Delivery Costs
· We currently deliver to Spain, Portugal, France, Italy, and Greece. If you are outside these areas, please email hola@artisanceramica.com to request a delivery quote.
· Delivery costs are calculated at checkout. They are based on the product, weight, and delivery postcode.
· More information about delivery costs can be found on our Delivery Information page.
8.2. Delivery Terms
8.2.1. Delivery Options
· Orders up to 30kg are shipped by courier. An estimated delivery date is shown at checkout.
· Orders over 30kg or large format tiles are delivered on a pallet. These deliveries are made using a pallet truck. Customers must arrange suitable access, placement, and storage.
· A delivery date must be selected for pallet deliveries. This does not apply to samples.
· Made-to-order products include a production period plus delivery time. If an order contains items with different production times, delivery will be based on the longest lead time.
· Standard delivery is approximately 4 working days.
· Deliveries are made Monday to Friday, excluding weekends. Orders placed after 3pm are processed the next working day. Additional charges may apply for some locations.
8.2.2. Delivery Access
· The delivery address must be accessible. If there are narrow roads, height restrictions, or access limitations, this must be noted at checkout.
· Delivery is made on the agreed day. We cannot provide a specific delivery time. Someone must be present to receive the goods.
· For standard delivery, the selected date is the latest possible delivery day. Delivery may take place up to 24 hours before this date. If delivery is required on the exact chosen date, please contact us as soon as possible.
8.2.3. Pallet Deliveries
· Drivers are not insured to enter properties or remove goods from pallets. They will not deliver into buildings, flats, lifts, or communal areas.
· The driver will place the pallet as close to the entrance as reasonably possible. It is the customer’s responsibility to move the goods inside.
8.2.4. Checking Goods on Delivery
· All goods must be checked on arrival. If any damage is visible or packaging is not intact, this must be marked as “Damaged” on the delivery note.
· Any damage or shortage must be reported to us within 24 hours of delivery. Reports must be made in writing.
· Photographs may be required to support damage claims.
· If one or two tiles are damaged, this is considered acceptable due to the nature of tiles. These tiles may be used for cuts where possible.
· If replacement tiles are required, they may be sent provided the issue was reported within the required time.
8.2.5. Failed or Delayed Deliveries
· If delivery cannot be completed due to incorrect information or access issues, the pallet may be returned. A re-delivery charge may apply.
· We work with third-party delivery companies. We are not responsible for delays, costs, or losses caused by failed deliveries.
· We do not accept financial claims for late delivery, incorrect delivery, or supply issues.
· We strongly recommend not booking installers until goods have been delivered, signed for, and checked.
· Responsibility for the goods passes to the customer at the point of delivery.
· Delivery times are estimates only. We are not responsible for delays caused by events outside our control. This includes weather, transport issues, industrial action, supply shortages, or other unforeseen events.
8.2.6. Inspection Before Installation
· All tiles must be unpacked and inspected before installation. If there are any issues with damage, shade variation, or incorrect supply, please contact us before fixing.
· Shortages or damage must be reported in writing within 24 hours of delivery. Claims made after this time may not be accepted.
8.2.7. Samples
· Placing multiple sample orders using different names or addresses to obtain free delivery is not permitted. Any such orders may be cancelled and refunded.
9. CHECKING TILES BEFORE INSTALLATION
Customers should not tiles may arrive with small amounts of wax or chalk residue on the surface.
This can occur during the manufacturing or packaging process. It is not a fault and does not affect the quality, durability, or suitability of the tiles. Any residue can usually be removed easily before installation.
· All tiles must be checked on delivery and before installation.
· We are not responsible if tiles are installed without being checked first.
· If tiles are installed and the customer is unhappy with their appearance, we will not offer a refund, replacement, or compensation.
· Before fixing, the customer must confirm that the tiles supplied match the original order.
All tiles should be fully unpacked and inspected as soon as possible.
· If there are any issues relating to damage, shading, or incorrect supply, we must be contacted in writing before installation.
10. FIXING PRODUCTS & INSTALLATION
10.1. Installation Advice
· Any advice given by our staff about fixing products or installation is provided in good faith. It is intended as general guidance only.
· We do not carry out site surveys. We cannot confirm that any advice will be suitable for your specific installation.
· It is the customer’s responsibility to choose the correct fixing products and sealants. This includes suitability for the surface and the environment.
· We strongly recommend seeking advice from a professional installer before installation.
10.2. Use of a Professional Installer
· We do not provide an installation service.
· It is the customer’s responsibility to ensure tiles are installed by a qualified professional.
10.3. Liability for Installation Issues
· We are not responsible for the installation process. We are not responsible for damage caused during or after installation.
· Once tiles are installed, we are not liable for issues caused by incorrect installation. This includes damage caused by unsuitable fixing methods or the use of abrasive chemicals.
11. CANCELLATIONS
Refunds may be subject to a 1.5% transaction fee, depending on the payment method used. We avoid this fee where possible.
11.1. Cancellation before dispatch
· If an order is cancelled before it is dispatched, a full refund will be issued. This includes the delivery charge.
11.2. Cancellations after dispatch
· If an order is cancelled after dispatch but before delivery, the customer must accept delivery. The customer is responsible for arranging and paying for the return of the goods.
· Further information about returns can be found in our Returns Policy.
11.3. Cancellation Within 7 Working Days
· Orders may be cancelled within 7 working days of delivery. Cancellations must be requested using the Returns Form on the Contact Us page.
· A refund will be issued for the cost of the goods only. Delivery charges are not refunded.
· Special order items are not refundable.
· Returned goods must be sent back to us. Return costs are the customer’s responsibility.
11.4. Condition of Returned Goods
· Goods must be returned in their original packaging and in a resalable condition.
· If additional packaging is required to return the goods safely, this must be provided by the customer at their own cost.
· Goods must be returned using standard haulage. Express or specialist transport services must not be used unless agreed by us in writing.
· All returns must be sent to our main distribution warehouse. Returns must not be sent to our head office.
· If original packaging has been opened or is unsuitable, the customer must repackage the goods securely at their own cost.
· We do not cover any repackaging costs.
11.5. Refund Processing
· Refunds are processed once the returned goods have been received and inspected.
Goods must be in a resalable condition.
· We reserve the right to adjust the refund amount if returned goods are not fully resalable.
· Refunds are processed as a priority. Administration may take up to 5 working days.
· The maximum time to issue a refund is 60 days from receipt of the returned goods.
· Refunds to debit or credit cards may take an additional 3 to 5 working days to appear on statements.
11.6. Cancellations After 7 Working Days
· If an order is cancelled more than 7 working days after delivery, it will be treated as a return. In this case, our Returns Policy will apply.
12. RETURNS POLICY
12.1. Returns Policy Summary:
· Customers must tell us within 14 days of delivery if they want to return items.
· After notifying us, customers have a further 14 days to return the goods.
· Only stock items can be returned. Special order items cannot be returned.
· Return shipping costs are the responsibility of the customer.
· Returned tiles must be in a resalable condition. Original packaging should be used where possible.
· A €20 restocking fee may apply if repackaging is required.
· Refunds will be processed within 14 days of receiving the returned goods.
For full details, please refer to our Returns Policy page.
13. CONTENT CREATION AGREEMENTS (GIFTED & DISCOUNTED TILES)
13.1. Agreement Terms
· Customers who receive gifted or discounted tiles as part of a Content Creation Agreement must follow the specific terms set out in that agreement.
These terms cover the supply of tiles and any agreed content requirements.
· The Content Creation Agreement is separate from our general Terms and Conditions.
However, both apply at the same time.
13.2. General Terms & Liabilities Still Apply
· All standard Terms and Conditions continue to apply.
· This includes responsibility for checking tiles before installation. We cannot accept claims for dissatisfaction once tiles have been installed.
· This also includes no responsibility for installation errors or damage caused during or after fitting.
· Liability disclaimers relating to installation and customer preference remain in effect.
13.3. Returns & Exchanges
· Gifted or discounted tiles cannot be returned or exchanged unless this is clearly stated in the Content Creation Agreement.
· If a manufacturing defect is found, it must be reported before installation. Once tiles are installed, we cannot offer replacements.
14. LIABILITY & COMPENSATION
· We do not accept financial liability for delivery delays.
· We are not responsible for incorrect deliveries caused by incorrect information provided by the customer.
· We are not responsible for issues related to tile installation.
· Customers should not book installers or tradespeople until all goods have been delivered, checked, and approved.
· We do not offer compensation if a customer is unhappy with the tiles after installation.
· Once tiles are installed, refunds, replacements, or compensation will not be provided.
15. FORCE MAJEURE
We are not responsible for delays or failure to meet our obligations due to events outside our control. This includes, but is not limited to:
· Extreme weather conditions
· Supply chain disruptions
· Transportation delays
· Strikes or industrial action
16. FINAL NOTES
By placing an order, you confirm that you have read and understood these Terms and Conditions. If you have any questions, please contact us before making a purchase.