Frequently Asked Questions

Our tiles are made for interior wall applications and can be used across all interior spaces from bathrooms to kitchen backsplashes and fireplaces. Our tiles are water and heat resistant.

We recommend always ordering a sample ahead of placing any amount of square meters. This makes it possible to assess the glaze in person before committing to a full order. This is especially important as screen colors vary making it unfortunately impossible for us to guarantee color accuracy.

Curated sample: Comes with 9 tiles and has a bit of everything. This is a great choice if you have no clear preference and just want to see what's possible.

Custom sample: Comes with 4 tiles of your design complemented with tiles we feel are complimentary (eg. similar glazes or pattern). If you order multiple custom samples we will try and ship these together.

All of our tiles are made-to-order and are sold in boxes of 44 tiles or one square meter (1m2), which is also the minimum order quantity of each tile design.

It is best to buy 10% to 15% additional tile for any project as a general rule of thumb. This is because when taking on a tile project, there are numerous reasons why you will need that extra stock of tiles ready to go (eg. a room that is oddly shaped).

We accept payment via wire transfer, PayPal, Credit Card, iDeal or Apple Pay.

Yes, we will ship your orders together.

We aim for your sample order to be shipped within 2-4 weeks. For all other orders we communicate expected delivery dates based on the order size.

Please email us at orders@palet.company with your order number so we can contact the carrier to track your order and/or find a suitable solution.

Yes this is possible. Please send an e-mail to orders@palet.company with your order number and preferred shipping date.

We don’t have a showroom but collaborate with resellers that carry our tiles and will be able to show you samples. If you want to see if there's a reseller near you, please check out About Us.

If your order doesn’t meet expectations, you have the option to return your order within 14 days of delivery. Please keep in mind that our products are custom made and as such do not always qualify for refund. We will of course always try and help you.

In case of a damaged product. Please email our team within 2 days (48 hours) of receipt at orders@palet.company with your order number and a picture for our insurance. We will send you a new product. 

In case of other reasons (eg. color variances of the glazes). Our team is happy to discuss possibilities and provide you with all the necessary details. Please keep in mind that we offer a sampling service to ensure expectations around glazes are met.

When we have accepted a return, we will ask you to submit the product(s) to our warehouse in The Netherlands. Pending your return reason we might offer to pay for return shipping.

Palet B.V.
Poeldonkweg 5
5216 JX ‘s-Hertogenbosch
The Netherlands

We will notify you once we’ve received and inspected your return to let you know if the refund was approved. If approved and when needed, you’ll be refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your refund, please contact us at orders@palet.company.

Please keep in mind that Palet does not manufacture installation or maintenance products and contact an installation product manufacturer to obtain proper handling instructions. Good maintenance is crucial to ensure your tiles will provide you with a lifetime of beauty and utility.

Variances are not considered to be defects and will occur between your sample and your final order as well as between each tile. This is a desirable outcome of the glazes and our design approach.

Color: There can always be shade variations in our glazes, an effect we desire. We make sure every box is a collection from different batches, but checking your compositions beforehand never hurts to make sure you’re happy.

Design offset: We work hard to keep minor imperfections in our process to maintain the balance between handmade and mechanically produced that we are so proud to have in our tiles. As a result, tiles might have slightly different offsets in their designs.

Crazing: Crazing is fine cracks in the surface of the glaze. Crazing is a design element that can be desired and is not a fault in the glaze or tile.

It’s important to consider the production orientation of each tile when placing our tiles. It doesn’t matter which orientation you choose as long as you stick to this orientation throughout the whole process. To make sure you have the best possible result it might be helpful to lay out the tiles on a flat surface to review your composition ahead of installing them.

Grout fills the gaps and prevents the tiles from moving over time or getting cracked along the edges. It comes in many colors but while color is important to the final finished look of the tile installation, it has little effect on the functionality of the grout. As grout darkens over time we recommend that it be sealed regularly to preserve and protect it. Grout can be stained to normalize the color of older grout. 

Immediately after your tiles have been installed and grouted, the installation should be covered with brown paper to protect it from debris during the remaining construction process. The grout joints should be dampened daily with water using a clean sponge or mop during the first seven days. This procedure facilitates the grout cure and color lock. Never use plastic or non-absorbent materials to protect freshly installed tiles as these types of non-absorbent products will trap moisture, causing the grout to discolor during the curing period. The protective brown paper should remain until construction is complete.

Following a curing period of at least 24 hours, grout haze can be removed with plain water or a grout haze remover, which usually contains sulfuric acid. Similarly, epoxy grout haze can be removed with an epoxy haze remover. These removers are formulated to safely and quickly remove cured epoxy haze from new tile installations. Their unique formulation will soften most epoxy hazes for easy removal without damaging the grout or tile, usually in one application.

Most tile installations use cementitious grouts. This type of grout should be sealed after installation to prevent it from staining. The grout should be sealed with a penetrating/impregnating sealer (often called grout sealers), which does not contain silicone, as silicone can shorten the useful life of the sealer. Epoxy grouts, conversely, are chemically cured and acid resistant, and as a result, do not require a sealer. The application of a good quality penetrating/impregnating sealer into the grout joints of a cementitious grout will not change the natural color of the grout, but will prevent the penetration of moisture, simplify maintenance, and help prevent staining or discoloration. Only the grout needs to be sealed, it is not required for glazed tiles to be sealed. Grout can be sealed 72 hours after installation.

You may need to reapply the sealer on an annual basis depending on the sealer quality and maintenance routine. Some sealers have multiple year warranties. Refer to the manufacturer warranty, technical and product information for specific details on product installation, useful life, and product applications (including any warnings) before use.

Neither sealing the grout nor using an epoxy grout will guarantee against surface buildup or discoloration of the grout. Grout needs to be cleaned on a periodic basis to remove any surface buildup. Routine grout cleaning can be done with a daily concentrated household or commercial cleaner depending on the application. 

We advise cleaning with non-abrasive, mild, and PH-neutral cleaning products. These cleaning materials usually don’t contain harsh fillers, abrasives, acids, or caustics that can damage the surface finish of your tiles. Likewise, we advise avoiding abrasive cleaning pads, steel wool, metal brushes, and or scouring pads. Dust mopping, sweeping, or vacuuming is recommended prior to cleaning with liquid products.