Shipping & Returns

Delivery rates

We deliver worldwide with one simple set of rates. Your delivery charge is calculated automatically at checkout, and all prices are shown in US dollars (USD).

Planning a large or multi-site project? Our Trade Program offers dedicated project support, including consolidated project shipping.

Free samples

Colour and glaze are best judged in your own light, next to your own materials. That is why every tile design offers a free sample — one sample per design — which you can add to your cart from the product page.

• An order that contains only samples ships free of charge.
• Accent pieces such as borders, corners and trims are not offered as samples.
• For the best result, order your samples first and place your tile order once you have seen them.

Made to order: production & delivery timing

Our tiles are not kept on a warehouse shelf. Each order is shaped, hand-painted, glazed and fired for you in Portugal, so the timing depends on the designs and quantities you choose.

1. After you place your order, our team emails your secure payment details within one business day and confirms the production and delivery timeline for your order.
2. Production begins as soon as your payment has been received.
3. When your tiles are ready, we let you know by email and send them on their way.

Packaging

Every tile is inspected by hand, then packed in Portugal in protective packaging designed for long-distance transport. Tiles are heavy, so please make sure the delivery address is accessible and that someone can receive the boxes.

Store boxes flat, indoors and in a dry place until installation, and keep the original packaging until you have checked every tile.

Import duties & taxes

Depending on your country, a delivery may be subject to import duties, taxes or customs fees set by the local authorities. These charges are normally payable by the recipient. Your local customs office can tell you what applies to handmade ceramic tiles shipped from Portugal.

Receiving your tiles

A few simple checks on delivery day protect you and make any claim quick and easy:

• Count the boxes and look for visible damage before the carrier leaves. If a box is damaged, note it on the delivery receipt where possible.
• Open every box and check the tiles within 7 days of delivery.
• Before installation, lay out tiles from several boxes to confirm the quantity, pattern and natural shade variation are what you expect.

Tiles damaged in transit

Despite careful packing, breakages can occasionally happen on long journeys. If any tiles arrive damaged, report them within 7 days of delivery and we will replace them at no cost to you.

Please send us your order number with clear photos of the damaged tiles, the packaging and the shipping label, and keep everything until we have reviewed your claim.

Returns policy

If you change your mind, unused standard tiles in their original packaging may be returned within 30 days of delivery. Return shipping is paid by the customer.

Items that cannot be returned

• Samples.
• Custom tiles and special-order commissions, which are made especially for you.
• Tiles that have been installed, cut, grouted or otherwise used.

How to return tiles

1. Contact us firstGet in touch through our Contact page within 30 days of delivery, with your order number and the tiles you would like to return.
2. Receive your return instructionsWe confirm your return by email and send you the return address and instructions.
3. Pack the tiles with careRepack the unused tiles in their original packaging and send them back with a tracked service. Return shipping is paid by you.
4. Receive your refundOnce the tiles have arrived and been checked, we refund the price of the returned tiles by bank transfer.