shipping, delivery and return information

In Stock

In stock tiles usually ship within 10 business days. Shipping transit time will vary, mostly 5-10 business days from the time the order leaves the warehouse. To make sure we can ship your order as soon as possible we may fulfill from multiple warehouses resulting in multiple shipments and lead time. Please refer to your order confirmation email for lead time information.

International

Please email contact@cletile.com for a quote. We are partners with the best shippers abroad.

Shipping fees, import duties and taxes are not included in the item price or shipping cost. clé does not provide customs brokerage services and therefore these charges and services are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs you will incur prior to your purchase.

Delivery

To deliver your beautiful tiles, an appointment will be required. Once shipped from our warehouse and arrived at the nearest service center, our freight company will call to schedule a delivery appointment.  

Please note that if they are unable to contact you within 48 hours, storage fees will begin to accrue and tiles will not re-ship until all fee’s and shipping costs have been invoiced and paid by the customer.

All deliveries are curbside ONLY. That means, someone must be present to move the tile into your home or business, inspect the product (qty. /material) and sign the order. If you need special assistance, please notify the freight company which may incur extra fees at your responsibility.

There are times when unfortunately due to shipping truck mobility constraints or other factors determined by the freight company, they are unable to deliver to your address. In those cases, tile must be either picked up from the nearest delivery place or routed to a different address.

All claims on shortage or incorrect product must be made within 72 hours of delivery at contact@cletile.com

Damage

It is expected that 2%-3% of your tile arrives damaged (chipped or scratched), since our tiles are primarily handmade, hand picked and hand packed exposing the product to breakage, therefore slight surface issues are standard.

The best practice is to order at least 10% more than your project requirements to cover allow for these issues, as well as other breakage during installation.

Although extensive damage due to shipping is rare, it does happen occasionally. Please inspect delivery for any signs of exterior visible damage.  If the case, add notes to the bill of lading immediately, receive your shipment as is and contact us within 72 hours to make your damage claim.

Returns

clé does NOT accept returns on any of our products in order to minimize inconsistencies. We encourage viewing samples prior to ordering.

All material is handmade  and shade variations are part of the inherent beauty of encaustic cement tile and although we try to ensure product images or samples are as close as possible to your order, variations on appearance are possible and welcomed!

Cancellation Policy

clé only accepts cancellations within 3 hours of receiving your confirmation email. Outside of this time-frame, orders cannot be cancelled.

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