Order cancellation

Buy in complete serenity, online purchase allows you to give priority to your order and reserve the goods, if the order has not been shipped you can cancel / modify for free and receive a refund immediately.

Sample shipments

Samples are shipped throughout Europe via DHL express and delivered within 1/2 working days from the payment confirmation date.

The samples are a portion taken from the original tile, the sample format is standard 30 x 30 cm or in the case of wood effect tiles 20 x 40 cm.

Material shipments

The goods on pallets are shipped throughout Europe within the agreed times, on average 10/12 working days from payment confirmation.

The shipment takes place via trucks suitable for the transport of tiles, it is important to report to our team if there are maneuvering or traffic difficulties at the place of delivery.

The unloading of the goods takes place via a tail lift, the pallets are positioned on the street level near the delivery address indicated in the order. On request it is possible to organize the unloading by embarked forklift or crane.

The large slabs (270x120 cm or 320x160 cm) are unloaded laterally from the truck using a forklift on board, if the use of the forklift is not possible (sandy bottom or unavailability of the forklift) the unloading must be carried out manually by the customer.

The production of special pieces, skirting boards, steps or pool edges may require longer delivery times.

Shipping cost

ItalianGres organizes a professional shipping service at the cheapest possible rate. Transport costs vary according to the quantity of goods and the destination area.

It is possible to view the final shipping costs based on the quantities selected and the delivery address in the online cart. Further information can be requested by contacting our customer service.

In the event that the delivery address should change after the order confirmation, some extra costs may be required for address change.

Shipments insured against theft and accidental damage

All shipments are insured against damage. In the event of damage caused by transport, replacement material will be sent to you at no additional cost; the customer is required to report any anomaly to our customer service within 5 days of delivery by following this procedure:

1. Sign the transport document specifying "subject to control" to have time to check the material. It is necessary to indicate every detail such as open, crushed, damaged, broken, spilled, punctured cardboard boxes, wet goods or damaged wooden pallets (unfortunately if you only indicate the phrase "subject to control" without further details on the transport document, the complaint will not be accepted

2. Check for the presence of damaged boxes, packaging or tiles, take photos of the damaged material still on the pallet

3. Report the amount of damaged material to our customer service and send the relative photos

Payments

It is possible to purchase our products online through the most popular payment systems (Credit Card, PayPal, Amazon Pay, Apple Pay, Klarna) or through traditional bank transfers.

Pay in installments via Klarna and PayPal, the service will be offered in the payment phase.

Refund of samples and vouchers

For each sample purchase you will receive a discount voucher via email that can be spent on the next purchase:

• There is no time limit on the use of vouchers
• Multiple vouchers can be used on a single material order
• A maximum of 3 samples are refundable for each order of material
• The voucher is valid only on orders over €300 (excluding VAT and excluding shipping costs)
• It is not possible to request a refund of an unused voucher after the payment of the order

Contact us if you need more information (+39 351 668 2866) we are at your disposal.