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Victorian Tiles FAQ


  Return Policy

We hope you are happy with our products. In the unlikely event that a purchase is not to your satisfaction, we offer exchanges and/or refunds once the product has been returned to our warehouse.
Return transport costs must be paid by the client as damages that may have occurred after reception are not covered.
Bespoke products are 50% non-refundable and can be refunded if they are in perfect condition upon arriving at our warehouse within 30 days after reception.
Products that have been installed will not be refunded; please make sure the order is correct upon reception.

  How long will my order take to arrive?

We have a wide range of models in stock that can be purchased on-line instantly.
Stock designs will be shipped within 2 working days.
Shipping can take from 3 working days to Spanish destinations, 7 working days to Europe and up to 35 days to the rest of the world.
Additionally, customized orders take from 4 - 6 weeks to manufacture (Depending on the amount and complexity of the designs)

  What will happen if my order is lost or damaged?

Orders that are sent with the our logistics company are 100% insured.
Orders that are transported by the client or a transportation company that the client chooses will be considered out of our custody as soon as it is loaded on to the vehicle.
The packaging for orders go in small boxes of 13 tiles on a pallet and are secured tightly with plastic wrap.
We always send a few extra tiles; this is to ensure that our customer will not have to order a different batch if the tile is damaged when placing or cutting.
In the unlikely event that the order is damaged during transport, we always manufacture additional amounts to make sure that our clients have a "back-up" in the exact same colour batch; The transport company will deliver the new batch as soon as possible.

  What surfaces are the Encaustic tiles suitable for?

The encaustic tile is a very resistant tiling method. Its 2mm of pigmentation will allow the colour and pattern to remain throughout the years, even on area with heavy transit. This makes it a perfect floor for public spaces.
Thanks to its waterproof qualities, these tiles are ideal for bathrooms, kitchens, patios and all types of floors or walls that are constantly exposed to water.
The two layers make this concrete floor temperature resistant, resulting in an excellent temperature transmitter if it is desired for placing over under-floor heating.
It is a floor that is cool in summer but not as cold in winter as the conventional ceramic or marble flooring.

  How can I choose the colours i need?

Apart from our palet, we also use Pantone colour chart in order to get as close as we possibly can to the wanted colour. We must keep in mind that Natural floor tiles are handmade and colours can slightly vary.

  Can you make a custom encaustic tile pattern?

We can make custom patterns and colours. Send us an e-mail for more information.

  Will I see shade variations on encaustic tiles?

As a handmade product, we can expect to see slight variations in colour-shades and patterns. This is the beauty of a handmade product!

  How is this type of flooring placed and treated?

Find out how to treat your new floor or have a look at our installation guidelines

  Can I buy pre-treated encaustic tiles?

No, the pieces should be placed untreated and must be dry and clean before the treatment. If the tiles are treated before lay out, the moisture from the cement glue will evaporate and could stain them permanently.

  How should I clean and maintain my Victorian hearth tile floor?

The cleaning and maintenance is as simple as mopping normally with neutral-Ph soaps and adding wax occasionally.
Do not use bleach or abrasives.
The soapstone after successively being mopped, will acquire its lustre and natural character.

  Is there a minimum order amount?

Our minimum order is of 0.5 m2 (one box of 13 tiles)

  How much extra tiles should I order to account for trimming cuts?

We recommend adding between 10 and 15 percent for trimming and material for future work.

Natural Floor, Experts in the manufacture of Encaustic tiles.

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