FAQ: Frequently Asked Questions

Who is ItalianGres?
We are a ceramic trading company, we collaborate with historical porcelain stoneware producers in the Sassuolo area and offer a wide range of products characterised by aesthetics, quality and Made in Italy production.

Where is ItalianGres located?
ItalianGres is located in the heart of the ceramic valley, more precisely in Formigine in the province of Modena. The customer service, sales, photographic studio, laboratory and e-commerce warehouse are located at our headquarters.

Can I come and see the products?
We are not open to the public, but we would however be pleased to welcome you should you have the pleasure of meeting us or be passing through. In that case, please let us know in advance to ensure our availability.

Can I view products in the showroom?
We sell exclusively online, our showroom corresponds to our website, we take and publish technical photos of each product and the renderings are faithfully calibrated in the tones and colours of the real material.
To touch the product with your own hands, you can purchase samples of any colour and finish and receive them in just 24/48 hours; the price of a single sample is 15€ + VAT and corresponds to the cost of shipping, which is reimbursed at the next purchase. Within each product page you will find the "Buy a sample" section from which you can proceed with the sample purchase.

Is it possible to buy a sample?
All collections in all finishes are always available in our sample warehouse to guarantee delivery (by DHL or UPS) to your address in just 24/48 hours. On each product page you will find the "Buy a sample" section. Click here to proceed with your purchase; costs incurred will be reimbursed on your next purchase up to a maximum of three samples, except for professional customers for whom we reserve special conditions.

How do I order a sample?
Samples can be ordered directly from the product page, using the "Buy a sample" section and proceeding with the desired payment method: bank transfer, credit card, PayPal, Klarna and AmazonPay.

How is the sample refunded?
Following the sample purchase you will receive an email containing a voucher that can be used in your next purchase. The voucher must be applied in the shopping cart during checkout.

How big is a sample?
Samples are a portion of the selected tile cut in 30x30 cm size, the sturdy packaging preserves its integrity during transport.

How much does shipping cost?
The cost of shipping depends on a number of factors such as: quantity, weight, size and destination address. The site automatically calculates the shipping costs once you have entered the desired quantity in the shopping cart and the complete delivery address.

How does transport work?
Shipment is entrusted to carriers specialising in the transport of ceramic materials. Delivery is by a 19-tonne truck equipped with a hydraulic tail lift for unloading. The transporter will contact you a couple of days before delivery to agree with him on the date and time of arrival. Delivery takes place at street level, close to the address given during the order (no deliveries inside private property or to floors).

What is the delivery time?
The delivery time is 8/12 working days from the moment we receive and register payment for the order. For more precise delivery times please contact customer service.

Can I collect the material in my own vehicle?
It is only possible to collect by yourself for orders exceeding 50 square metres. Please contact customer service for more information and a removal of transport costs.

What should I do if I receive damaged goods?
Upon receipt of the goods, you must sign the transporter's document by ticking the box marked 'Subject to control'. This procedure is essential even if the pallets are delivered in very good condition and without visible external damage. From the date of delivery, you will have 5 working days to check for hidden damage. If, on the other hand, the pallets are damaged externally upon delivery, this must be specified in writing on the transport document (in addition to the words 'Inspection reserve'), e.g.: "Pallet damaged, boxes wet, shrink-wrap open, etc."
In the event of damage, an email must be sent to [email protected], indicating the number of broken tiles/boxes and attaching photos of the damaged material still on the original pallet (photos of damaged goods placed outside the pallet are not accepted by the insurance company).
If the damage is such that additional material needs to be shipped, please contact customer service, we are available to ship replacement material to solve the problem.

Which countries do you ship to?
We ship daily to all European Union countries, Switzerland and Great Britain. For shipments to other countries please contact our customer service, we will be happy to organise shipping to your country.

Can I track my order once it has been shipped?
All samples are shipped via DHL or UPS, an email with a tracking link is sent once the shipment is completed.
Material on pallets is shipped via a transport company specialising in heavy goods, unfortunately these types of transporters do not offer real-time tracking links. We send email updates for all stages of order preparation and dispatch, in the event of a delivery delay our customer service will contact the transporter to obtain all information on the status of the delivery.

How is the material unloaded?
The goods are packed on pallets 80x120 or (higher) and are delivered to your address, at street level, at the entrance indicated in your address. It is not possible to deliver within private property or to the floors. Normally, the courier uses a 19-tonne truck equipped with a hydraulic tailgate (unless agreed with your sales representative, no crane trucks or forklift trucks are provided). Unloading is done by hydraulic tailgate and pallets are handled with a manual or electric pallet truck; for this reason the unloading area must necessarily be paved, flat and free of steep slopes. In the event of traffic restrictions for heavy vehicles or accessibility problems (narrow road, lane, steep road, etc.) it is essential to inform our customer service department, who will find a solution and avoid subsequent delays or extra costs.

Can I change the shipping address after I have placed my order?
You can change your order until the order has been handed over to the carrier. Please contact our customer service department as soon as possible for any updates.

What happens if I am not present to receive the delivery?
It is necessary to be present at the time of delivery, for proper acceptance of the goods, to avoid non-delivery, storage costs and delays.

Can I request a delivery at a specific time?
The delivery time or time slot can be agreed exclusively and directly with the carrier, who will contact you a couple of days before delivery. It is not possible to choose a specific delivery day and time until the goods have reached the final warehouse.

Is it possible to make a return?
Yes, it is necessary to communicate the wish to return within 14 days from the delivery date, return costs are at the customer's expense. For further information, we recommend you read the 'Returns and cancellations' page or our 'Terms and conditions of purchase'.

How can I make a return?
You need to contact our customer service via email or WhatsApp and we will provide you with all the necessary information to carry out the return. The return transport can be managed independently or can be organised by ItalianGres. For further information, please read the dedicated page "Returns and Cancellations" or our "Terms and Conditions of Purchase".

Can I modify or cancel my order after I have confirmed it?
Yes, you can change or cancel your order at no additional cost until it has been prepared and handed over to the carrier. For more details, we recommend you read the 'Returns and cancellations' page or our 'Terms and conditions of purchase'.

How can I be sure of my purchase?
Each individual customer is carefully monitored by one of our managers and will be able to help you through the entire purchasing and shipping process. Following your online purchase we check that your order is correct, we will contact you for confirmation or additional information before placing your order.

What are the prices and discounts?
The prices crossed out correspond to the list price of the product, at this price we offer a basic discount and additional incremental discounts based on the quantity purchased. The price difference between products and sizes can be attributed to the different production and manufacturing processes: the higher aesthetic qualities of the product imply sophisticated production, which inevitably affects production costs and thus also the selling price.

What payment options are available?
You can pay by bank transfer, credit card, PayPal, Klarna, Alma, AmazonPay, EPS or online banking.

Is it possible to pay by cash on delivery?
Payment by cash on delivery is not possible. Only digital payment methods or bank transfer in advance are accepted.

How many tiles should I order?
We recommend that you order a quantity 15% larger than the actual surface area to be laid, which is necessary in order to handle waste and cuts. The larger the size, the higher the percentage to be considered as waste.

What is the minimum order quantity?
We do not have a minimum quantity; you can also order one square metre. However, we recommend ordering larger quantities to avoid high transport costs.

Are the products quality?
We deal exclusively in Made in Italy products, the excellence in the world of porcelain stoneware surfaces for floors and walls. All products on our website are selected, analysed and monitored by us over time, we offer our customers certain quality and save time in research. All products are certified to highlight the best technical characteristics; we operate exclusively with production facilities that have the latest certifications in terms of sustainability, respect for the environment and for workers.

What is the best laying for a product with 20mm thickness?
The laying of products with a thickness of 20mm is designed for outdoor use and can be done in three ways:
1. Raised/floated laying using outdoor raised floor supports (adjustable feet)
2. Laying on a concrete screed (in addition to being very robust, it makes the floor driveable)
3. Dry laying, directly on gravel or grass

What does R9, R10, R11 mean?
R9, R10 and R11 indicate the degree of slip resistance of the tile surface. The higher the number, the more slip resistant the tile will be. Products with an R9 surface are suitable for dry indoor environments such as offices, living rooms and residential areas where the risk of slipping is minimal. Products with an R10 surface are suitable for indoor environments with a moderate risk of slipping, such as kitchens, bathrooms, entrances and commercial areas. Products with an R11 surface are suitable for environments with a high slip risk, such as outdoor areas, terraces, balconies, industrial areas and workplaces with a high presence of water.

What is the difference between 9/10 mm and 20 mm thick products?
The 9/10 mm products can be used both indoors and outdoors (depending on the degree R of slipperiness) and can only be laid on a concrete screed. The 20 mm products are only intended for outdoors or garages and can be laid in three ways:
1. Laying on raised floor supports (footings) or a floating floor
2. Laying on concrete screed (very robust and makes the outdoor area driveable)
3. Direct dry laying on gravel, sand or grass

Which products can be laid on adjustable feet?
Only products with a thickness of 20 mm.

Which product should I choose for a driveway-accessible outdoor floor?
For maximum strength we recommend a 20 mm thick product laid on a cement screed.

What are the recommended joints?
All rectified products can be laid with a minimum joint of 2/3 mm. All rustic products, deliberately not rectified, can be laid with a minimum joint of 4/5 mm

What brand are the tiles?
The material marketed by ItalianGres comes from the most important producers in the Sassuolo ceramic district, exclusively first choice Made in Italy. For commercial agreements, we do not disclose the name of the company producing the material.

Do you also sell real marble or real stone?
We only deal in porcelain stoneware products belonging to the tradition of the Sassuolo ceramic district.

Can I have the product data sheet?
Yes, the product data sheet can be downloaded directly from the product page, you will find a download link below the data sheet. If the product does not have a data sheet, you can request one by sending an email to [email protected] specifying which product you would like the data sheet for.

What does rectified mean?
Rectification is a process porcelain stoneware tiles undergo to allow laying with joints as thin as 2 mm. The sides of the tiles are made perfectly linear and right-angled to each other and the size of all the tiles is equalised to the millimetre.

What does first choice mean?
First choice tiles are those that have passed all quality controls without any aesthetic or structural defects. ItalianGres tiles are also recently manufactured, they do not come from stock, batches or end-of-series that would compromise their perfection.

What does the tile look like on the inside? If it breaks, can you see it?
The colour of the biscuit depends on the product chosen: when batch-dyed it has a colour as close as possible to the glazed surface. If a tile chips, the fracture will expose the biscuit, which may have a different appearance to the glazed surface. This aspect is currently unavoidable throughout the ceramic industry, the more sophisticated and expensive products in our catalogue have a body that is colour aligned with the surface, cheaper products tend to have a simpler body that is less colour aligned.

How durable are porcelain tiles?
Porcelain stoneware is the most durable and resistant material available on the market. With proper installation and maintenance, tiles maintain their beauty and integrity for more than 30 years, here are some key characteristics: – Wear resistance: Porcelain tile is highly resistant to abrasion, making it ideal for high-traffic areas such as shopping centres, airports, and homes.
– Stain resistance: Due to its non-porous surface, porcelain stoneware does not absorb liquids, making it very stain-resistant and easy to clean.
– Scratch resistance: This material is extremely scratch resistant, making it ideal even in environments where there may be blunt or heavy objects that could damage the surface.
– Resistance to chemicals: Porcelain tiles are resistant to many chemicals, including household detergents and acids, making them easy to maintain and clean.
– Resistance to frost and temperature changes: Due to its low porosity, porcelain stoneware is resistant to frost and can also be used outdoors. In addition, it can withstand significant temperature changes without being damaged.
– Colour stability: The colour and finish of porcelain stoneware do not fade easily over time, even when exposed to direct sunlight.

Is it possible to purchase special pieces?
Starting from the original material, we produce custom-made skirting boards and special pieces such as steps, treads and pool edges. Skirting boards can be purchased in the standard size directly online, for all other work you need to refer to our customer service department, which will provide you with all the information and an ad hoc quotation.

Is it possible to request worktops/tops for the kitchen?
We have available standard 160x320 cm slabs with a thickness of 12 mm suitable for making worktops, we only take care of the supply, we do not carry out cuts, holes or machining on the slabs.

How can I order pieces for the swimming pool? In what sizes are they available?
For projects relating to swimming pools or special pieces for exteriors, you can contact our customer service, one of our managers will gather all the information you need to show you all the options and advise you on the best solution for your project.

Is it possible to request made-to-measure material sizes?
The material is sold in numerous standard sizes, further cuts and adaptations are to be made during installation, directly on site.

Is it possible to lay porcelain stoneware on an existing floor?
Yes, it is possible to lay porcelain stoneware on an existing floor and is quite common during renovations as it avoids costly demolition and disposal work. However, there are some important aspects to consider in order to ensure an optimal result, for which we recommend involving your installer to define the feasibility, size and thickness of the new material. A thickness of 6 mm can be laid to minimise the height of the floor or a classic 9/10 mm.

Is porcelain stoneware compatible with underfloor heating?
Porcelain stoneware is an excellent choice for underfloor heating systems due to its excellent thermal conductivity, temperature resistance and safety: it does not emit harmful substances when heated, guaranteeing a safe and healthy environment.

How to clean indoor porcelain stoneware?
Indoor porcelain stoneware is easy to clean using a neutral detergent in lukewarm water. The surface is very resistant but acids or aggressive products should be avoided. In the case of grease or oil stains, a degreasing detergent can be used.

How to clean outdoor porcelain stoneware?
Porcelain stoneware for outdoor use is easily cleaned with water alone or even better by using a cold or hot pressure washer. Floor cleaners can be used, acids or aggressive detergents should be avoided.

Do you have a section for professionals?
ItalianGres is open to both the private public and professionals, we evaluate collaboration proposals on a case-by-case basis, contact customer service to receive all information and a dedicated sales contact.