FAQ

Our frequently asked questions regarding handmade ceramic tiles.

Shipping

Where are you based?

We are based in Peckham, South London, the United Kingdom.

What are your shipping costs? Do your prices include delivery?

Please see our Deliveries and Returns page for further information.

Do you ship internationally?

We ship internationally, however, postage will vary from country to country dependant on the quantity. Please contact us in advance in our contact section to arrange postage.

Do you accept returns or exchanges?

Due to the nature of our business, all tiles are custom made to order and therefore we do not accept returns or exchanges. We replace tiles in damaged in transit or that have excessive warping. Please see our Deliveries and Returns page for further information. Orders can be cancelled up to 24 hours after ordering.

What is your order processing time?

As our tiles are made to order, production can take anywhere from 4-5 weeks. We will be in contact throughout your order process to inform you of where your tiles are in their journey.

What do I do if my order is damaged during transit?

Upon delivery please inspect your tiles and contact us within 48 hours. If you notice any damage or discrepancies contact us with documentation of the issue so that we can arrange a replacement delivery. Please see our Deliveries and Returns page for further information.

Can you hold orders or must it be delivered immediately?

As long as orders have been paid for, we can hold orders for up to a month. Please contact us before purchase to arrange this.

Tile Quantities

How do I calculate the square meterage of my space?

We have a tile calculator on our Choosing Your Tiles page, where you can input the width and height of the space you want to tile.

Multiply the widest length of your space horizontally and vertically and multiply them by each other.

E.g 1.5m in length by 3m in height would be 1.5 x 3 = 4.5 SqM

What percentage should I calculate as buffer tiling?

Due to the handmade nature of these tiles, each batch we create is unique. This is fantastic news for you, but due to shrinkage, temperature variation and glazing, this means that batches of the same design can look different each time.

For this reason we recommend accommodating for a 10% extra in your tile purchase as a buffer in case any damage happens to your tiles over the years.

Do you provide custom orders and bespoke design?

We can work alongside you with our custom design service, to create bespoke sizes, shapes and glazes. Please see more on our Consultation and Design Service page.

Cost

What payment types do you take?

We currently only take Paypal as a form of payment.  You can pay with your credit card on the Paypal portal if you don’t have a account.

Do you have trade accounts?

We are not VAT registered. However we do provide trade accounts for customers purchasing over 100 tiles. There is a 10% reduction in cost for trade accounts. Our catalogue can be found in the menu bar below.

Services

NOTE: Our tiles are handmade and variations can happen during firing and drying. For this reason we recommend leaving allowances for breakages, as batches will vary. Each clay shrinks differently, therefore our sizing can vary by a maximum of 5mm depending on what clay you choose. Contact us for more information about clay types and shrinkage. As clay is a natural material, we cannot guarantee that samples will match orders.

Can you help me to measure my space and choose the right tiles?

We have a tile calculator on our Choosing Your Tiles page, where you can input the width and height of the space you want to tile. If you need advice on fitting tiles into your space, we have a Consultation and Design service where we can bring your bespoke vision to life.

Can you guarantee that my tiles will match the photos and samples?

The beauty of our tiles is the fact that they are handmade by artisans, this means that each batch has its own personality and variation. We cannot guarantee that finishes will be the exact same shade as samples provided. The beauty of our tiles comes from their handmade nature and the use of clay, which is subject to natural variations. We recommend ordering a variety of sizes and colours as samples before finalising your decision.

Samples purchased within 3 months of ordering can help ensure clay consistency where possible. You can also return an approved colour control sample to our studio, which will be used as a guideline.

Do you provide samples?

You can purchase a single tile, or a variety of our 9×9 cms tile in the colourways you are interested in. As we are a small artisan studio, our tiles are made to order as well as our samples.

We recommend buying samples within 3 months of your order to ensure consistency with clay and texture (see further information below).

Samples can often be sent internationally without incurring import and duties taxes. Please check with your relevant government body if this applies to you.

Safety

Is your glaze food safe and non toxic?

Our glazes are non-toxic for the environment and all living beings.

How is the studio environmentally responsible?

All products are locally and ethically sourced: our clay comes from Staffordshire, saving on road miles and their associated emissions. Our glazes are non-toxic for the environment and all living beings. All of our clay is recycled and rehydrated within the studio until used up. Clay is a sustainable material to source, and as we use earthenware our firing times are significantly lower.

How do I care for my tiles?

Please see more on our Care and Maintenance page.

How waterproof are the tiles?

All of our glazed tiles are suitable for use in kitchens and bathrooms, but must not be exposed to direct or excessive moisture.

Our tiles comply with interior tile regulations and have an absorption rate of 5%. These tiles are not suited to exterior use and are not frost resistant. For further information on producing exterior tiles Contact us.

To see more about sealant please visit the Installation, Care and Maintenance page.