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.
Frequently Asked Questions
Shipping Policy
Once your order has left our warehouse you will receive an email with the track and trace information from our carrier.
Yes, we will ship your orders together.
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.
Your order will be shipped in a cardboard box. Our boxes are designed for international transport.
The cost of shipping depends on your location. You can see the shipping costs when checking out in our store. If you want more information about shipment costs for your order (not including samples), please get in touch at orders@palet.company.
If your order doesn’t meet expectations, you have the option to return your order within 14 days of delivery.
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, our team is happy to discuss possibilities and provide you with all the necessary details.
The product(s) must be returned to our warehouse in The Netherlands:
Palet
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, 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.
We accept payment via wire transfer, PayPal, Credit Card, iDeal or Apple Pay.
We manually inspect all of our products before packing and shipping.
Return Policy
Yes, we will ship your orders together.
If your order doesn’t meet expectations, you have the option to return your order within 14 days of delivery.
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, our team is happy to discuss possibilities and provide you with all the necessary details.
The product(s) must be returned to our warehouse in The Netherlands:
Palet
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, 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.
Installation and care
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 sulfamic 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.
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