FAQ

Yes, sampling is possible. For standard supplies, tracking is not currently available using logistics couriers and not express couriers. But we are working hard to give you an optimal service on this too.

In the meantime, you can contact customer service to give you all the information on the status of the shipment.

Yes, we offer international shipping to many countries. Shipping costs and delivery times vary depending on the destination. Please be aware that international orders may be subject to additional customs fees, taxes, or import duties, which are the responsibility of the customer. Our customer service team can provide you with more information regarding international shipping rates and timelines.

Yes, we offer discounts on bulk purchases for contractors, designers, and large-scale projects. If you are interested in bulk pricing, please contact our sales team for a personalized quote. The discount percentage depends on the quantity and type of product ordered.

You can stay up-to-date with our latest products, promotions, and special offers by subscribing to our email newsletter. Simply enter your email address in the subscription box at the bottom of our website. You’ll also receive exclusive access to sales and events as a newsletter subscriber.

Yes, the majority of our products come with manufacturer warranties that cover defects in materials and workmanship. The length of the warranty period varies by product and manufacturer. To make a warranty claim, please retain your proof of purchase and contact our customer service team for assistance.

If you have a complaint or problem with one of our products, the first step is to contact our customer service as soon as possible. We ask you to provide the order number and a detailed description of the problem, possibly accompanied by photos showing the defect or problem encountered. Our support team will review your request and assist you in finding an appropriate solution, which may include repair, replacement of the product or, in specific cases, refund . We are committed to ensuring your satisfaction and resolving any issues quickly and effectively.

Yes, we have several Physical Showrooms where you can see and touch our products before making a purchase. Visit our Store Locations page to find the nearest showroom, complete with directions, store hours, and available products. We recommend booking an appointment in advance for personalized assistance from one of our product experts.

For any product-related technical support, including installation guidance, material specifications, and troubleshooting, you can contact our dedicated technical support team via email or phone.

Our customer service team is available via several channels to ensure a smooth and efficient experience. You can reach us through email at info@ceramishop.com, by phone at +39 0722 88726, or through live chat on our website during business hours. For general inquiries, we aim to respond within 24 hours. For urgent matters, we recommend contacting us via phone or live chat for faster assistance.

Online customer service is available Monday to Friday, 9:00 am to 6:00 pm. If you contact us outside of office hours, we will respond to your inquiry as soon as possible on the next business day. For urgent issues, please contact us during business hours, as our team is better equipped to assist you promptly.

Absolutely! We understand that each project has unique requirements, which is why we offer quotes for custom sizes and special orders. Whether you need a particular tile format, color, or even a specially designed finish, our team can accommodate these requests. When submitting your quote request, simply specify the customizations you need, and we will work closely with you to provide the most accurate pricing and availability details. Custom orders may have different lead times, which we will also outline in the quote.

To request a quote, simply navigate to the product page of the item you are interested in and click on the "Add to Quote" button. This option allows you to select multiple products that you need a price estimate for, and once you're ready, you can submit your quote request directly from your cart. Additionally, you can contact us via our customer service email or phone number, providing details about the products, quantities, and any other specific requirements you may have. Our team will be happy to assist you and gather the necessary information to prepare a detailed quote.

In most cases, there is no strict minimum order quantity for requesting a quote. However, for certain products, especially those involving custom sizes or finishes, there may be a minimum order requirement due to manufacturing or logistical reasons. When submitting your request, our team will inform you if any minimum quantities apply and will work with you to find the best solution for your project. We strive to be flexible and cater to both small and large-scale orders, ensuring that each customer's needs are met effectively.

We value transparency and competitiveness. If you have received a quote from another company for the same product under similar terms, feel free to share it with us, and we will do our best to match or provide a better offer. Our aim is to ensure you receive excellent quality products at fair prices. Please note that price matching is subject to verification of the competitor's quote and availability, and may depend on factors such as delivery terms and product specifications.

ypically, once we receive your request, it takes between 1 to 3 hour to provide a comprehensive quote. The response time can vary slightly depending on the complexity of your requirements or the volume of products requested. Rest assured, we strive to provide quotes as quickly as possible while ensuring that each detail is carefully reviewed. If we need further information or clarification, we will reach out to you promptly to keep the process moving smoothly.

If you have received an incorrect product, we ask you to contact us immediately by email or telephone, indicating the problem and providing images of the product received. We will do our best to correct the error quickly and arrange a replacement at no additional cost to you.

Products purchased on sale or on promotion are generally not returnable, as they are sold under special conditions. However, if you believe the product is faulty or not as described, please contact us and we will do our best to resolve the situation.

Once we receive the product at our warehouse, we usually require 5 to 10 working days to verify the return and approve the refund. Once approved, your refund will be processed and should appear in your payment method within 7-14 business days, depending on your bank or payment provider.

To return a product, contact us via email or phone to obtain a return authorization number. The product must be returned in its original packaging, unused and in the same condition in which it was received. Make sure the tiles are stored in the original boxes and pallets, wrapped in protective film. After receiving your authorization number, we will provide you with instructions to ship the product to our warehouse.

The return shipping costs are the responsibility of the customer. If the return is due to an error on our part or a defective product, we will cover the shipping costs and arrange collection of the product. We recommend using a traceable courier to guarantee the safety of the return.

Porcelain and ceramic tiles are ideal for underfloor heating systems because they conduct and retain heat well. This makes them a perfect choice for bathrooms, kitchens, and other living areas where underfloor heating is installed. Always ensure that the tile adhesive and grout are compatible with underfloor heating systems, as they must withstand the heat generated without cracking or shrinking.

Yes, large format tiles require careful handling and installation to avoid issues such as lippage (uneven tile edges). A levelling system is highly recommended to ensure the tiles are perfectly flat and a high performance adhesive suitable for large format tiles should be used. Large format tiles also require a specific trowel adhesive pattern to ensure complete coverage under the tile, which is essential to avoid hollow spots that can cause cracks or breaks over time.

We recommend that you ensure that the installer you choose has experience with large format tiles.

Porcelain and Ceramic Tiles are both made from clay, but porcelain is composed of a denser clay and fired at a higher temperature, making it harder, more water-resistant, and durable. Porcelain is an excellent choice for both indoor and outdoor use, especially in high-traffic areas. Ceramic tiles are slightly softer and more porous, which makes them suitable for areas like bathrooms and kitchens where water exposure is moderate. While ceramic can be less expensive, porcelain offers greater long-term durability and resistance to wear.

Not all tiles are designed for outdoor use. Indoor tiles may not withstand the temperature changes, moisture, and frost that outdoor tiles are exposed to. Outdoor tiles, especially porcelain ones, are manufactured to be frost-resistant and slip-resistant, with a higher PEI rating to withstand the elements. If you're considering using indoor tiles outdoors, it's crucial to check the tile's frost resistance, slip rating, and water absorption properties.

Cleaning porcelain tiles is easy and requires minimal effort. For everyday cleaning, use a neutral detergent mixed with water and a soft mop or cloth. Avoid using acidic or abrasive cleaners, as they may damage the surface over time. For outdoor porcelain tiles, periodically hosing them down and using a pressure washer can remove dirt and grime. Grout lines should be sealed to prevent staining, and for tough stains, a diluted solution of vinegar and water can help without affecting the tile's finish.

While we do not charge extra for international payments, your bank or payment provider may impose foreign transaction fees or currency conversion charges. We recommend checking with your bank or card issuer for details about any additional fees that may apply to your payment.

Yes, if you are placing a large or bulk order and require a proforma invoice for your records or to process the payment, we are happy to provide one. Please contact our sales team with the details of your order, and we will issue the proforma invoice within 24 hours.

We accept a wide range of payment methods to ensure convenience and security for our customers. These include major credit and debit cards (Visa, MasterCard, American Express), PayPal for smaller transactions, bank transfers, and cash on delivery (available for select locations). For larger orders, we also offer financing and installment payment options through Klarna, which can be selected at checkout.

Yes, we offer flexible payment options through Klarna, allowing you to split your purchase into several installments. You can choose the number of payments and the schedule that works best for you. This option is available for purchases exceeding a certain amount and is subject to approval by Klarna.

Absolutely. We prioritize the security of our customers' payment information by using SSL encryption and secure payment gateways. Your personal and financial data is protected throughout the transaction process, and we never store your payment details.

Yes, the samples are designed to be an accurate representation of the final product. Keep in mind, however, that small variations in shade and finish may occur, especially in natural products such as porcelain tile. These variations are normal and part of the unique beauty of the product.

Ordering a sample is simple. Visit the product page you are interested in and click on the "Order a sample" option. You can add the sample to your cart and complete your order by following the instructions provided. We offer samples of different sizes to allow you to evaluate the quality and color of our products before proceeding with the purchase.

Yes, to ensure that every customer has the opportunity to try our products, we have a maximum limit of 5 samples per order. If you require a larger quantity for a particular project, please contact us directly to discuss available options.

No, samples are not refundable. However, we offer a refund voucher for the cost of the samples, which can be used towards a subsequent purchase. This way, the value of the samples will be deducted from your order total, ensuring you get savings.

Samples are usually shipped within 2-3 working days of your request. Delivery time may vary depending on your location, but samples typically arrive within 5-7 business days of shipment. We will send you a notification with the tracking number to keep track of your sample.

Yes, we offer detailed maintenance advice to ensure your tiles remain in excellent condition over time. Visit our "Maintenance and Cleaning" section on the website to find specific advice on how to clean and maintain your tiles. Furthermore, our customer service is always available to answer any questions you may have about post-installation maintenance.

Yes, we provide detailed installation guides for all our products. The guides are available on the product page in the "Installation and Maintenance" section. If you need further clarification, our customer support team is available to offer you technical support.

If you have problems during installation, we recommend that you consult the installation guides and video tutorials on our website. If the problem persists, you can contact our customer service for assistance. Our team will guide you step by step to resolve any difficulty you may encounter.

Yes, if one of the items arrived damaged, you can request a replacement part. We ask you to report the damage within 48 hours of receiving the product, also sending photos of the damage. Once the problem is confirmed, we will arrange to replace the damaged part as soon as possible.

To make a warranty claim, contact our customer service team by providing your order number and a detailed description of the problem. It is important to also include photos showing the defect or problem encountered. Our team will guide you through the warranty claim process and provide you with all the information you need to resolve the situation.