Shipping and payments

Below is a summary of how shipping and payments work, you can find more answers in our FAQ or contact our customer service.

Order cancellation

Shop in peace, online shopping allows you to prioritise your order and reserve your goods, if your order has not been shipped you can cancel/change it free of charge and receive a refund immediately.

Sample shipments

Samples are shipped throughout Europe via DHL or UPS 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

Goods on pallets are shipped throughout Europe within the agreed time frame, on average 8/12 working days from confirmation of payment.

Shipment is made by trucks suitable for transporting tiles. It is important to inform our team if there are any manoeuvring or traffic difficulties at the delivery location.

The goods are unloaded by hydraulic tailgate, and the pallets are placed on the street level near the delivery address specified in the order. Unloading by forklift truck or crane can be organised on request.

Large slabs (270x120 cm or 320x160 cm) are unloaded sideways from the lorry by means of a boarded forklift, in the event that the use of the forklift is not possible (sandy ground or non-availability of the forklift) the unloading will have to be done 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 in the online shopping cart based on the quantity selected and the delivery address, by contacting our customer service you can request further information.

In the event that the delivery address changes after the order has been confirmed, some extra charges may apply for change of address.

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 extra cost; the customer must report any anomaly to our customer service department within 5 days of delivery by following this procedure:

• Sign the transport document specifying "control reserve" in order to have time to check the material. You must indicate any details such as opened, crushed, damaged, broken, overturned, punctured cardboard boxes, wet goods or damaged wooden pallets. (Unfortunately, if you only indicate the phrase "control reserve" without further details on the transport document, your claim cannot be accepted.
• Check for damaged boxes, packaging or tiles, take photos of damaged material still on pallets
• Report the amount of damaged material to our customer service department and send photos

Payments methods

You can purchase our products online via the most popular payment systems as Credit Card, PayPal, Amazon Pay, Apple Pay, Klarna or via traditional bank transfers.

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

Sample refund voucher

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

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

Please contact our customer service if you need more information.