QueenWood

Samples and transport

Sample dispatch and delivery are free. For purchased tiles and materials, local transport or app-based delivery, including services such as Porter and Uncle Delivery, is charged at actual cost.

Dispatch times

Dispatch depends on the product. Some items leave within 1–2 business days; others can take up to 15–20 business days. Check the product details or contact the team for the applicable timeline.

Delays and unavailable products

If a product is temporarily unavailable and expected within 7–15 days, the team will contact you by email. You may wait for the item to return or request a full refund. If a product is completely unavailable, a full refund will be started to your original payment method. Your bank or payment provider may take up to 20 business days to show it.

Returns

Request a return within 30 days of receiving your item. It must be unused, with any tags and its original packaging. Keep your receipt or other proof of purchase. Contact the team before sending anything back; accepted returns receive shipping instructions and a return label.

Damage and replacement

Report damage as soon as you receive the shipment. Send images and videos with your request. Eligible issues include more than 2–3% breakage, cracks, visible pores, or a delivered colour, design, finish, or texture that differs from the order.

When a replacement is not available

• Damage caused by poor handling, installation, grouting, maintenance, or incorrect use.
• Poor treatment of the original packaging, requests made after the replacement period, or requests without the required images and videos.
• Physical or chemical damage during installation, wear over time, differences caused by lighting, or minor colour and size differences from a sample.
• Requests based only on appearance when the supplied product meets the order specifications.

Batch variation and samples

Tile colour and tone can vary between production batches, especially for full-body vitrified tiles. Order the full quantity together where possible so it can come from one batch. Samples up to 1200 × 600 mm are free for 24 hours; larger samples are paid for. The client pays for damage to a sample during inspection.

Exchanges and refunds

For an exchange, return the original item and place a new order after the return is accepted. Orders shipped to the European Union have a 14-day cancellation or return period; the original condition, packaging, and proof-of-purchase requirements still apply. Once an approved return is inspected, the refund goes to the original payment method within 10 business days. Bank processing can add time. Contact the team if more than 15 business days pass after approval.