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 encourage you to always order a sample before proceeding with your final order. Our tiles are custom-made to your specifications, meaning we're unfortunately not able to offer refunds, returns, or exchanges. However, if your order arrives damaged, defective, or not as described, please contact us, and we will make it right.

We offer 2 types of samples:

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.

We understand that ordering a sample before purchasing a square meter (or more) can quickly add to the cost.

If you're looking to save time or money, check out our Linktree, where we showcase pictures of our most popular designs. This gives you a better idea of what our tiles look like outside our design tool, minimizing the risk of color variations.

Our tiles are sold in boxes of 44 tiles or one square meter (1m2). This is also the minimum order quantity of each tile design.

It is best to buy 10% to 15% additional tile as a general rule of thumb. There are numerous reasons why you will need that extra stock of tiles ready to go, from an oddly shaped room to breakage during installation.

We manually inspect all of our tiles before packing and shipping.

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

Yes, we will ship your orders together.

Yes, we can provide VAT invoices for business (B2B) customers based in the EU.

However, please note that our webshop checkout (powered by Shopify) does not support VAT number validation or automatic VAT exemption. This means that if you place an order through the standard checkout, VAT will be charged by default, and we cannot automatically exclude it or apply the reverse charge mechanism during checkout.

If you are an EU-based business with a valid VAT number and would like to purchase without VAT under the reverse charge system, please contact us first at professional@palet.company before placing your order.

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 work with resellers who 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 our About Us page.

We print new designs daily and are not able to archive all the prints we make (fun fact, you can make ~270.000 different combinations with our online tool). For the most popular prints we recommend either looking at our inspiration page or our linktree.

Due to their personalized nature, custom-made products are not eligible for refunds, returns, or exchanges, except in cases where the product is damaged, or not as described.

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.

Yes — please inspect all tiles for color, tone, and finish before installation. Slight variations are normal in ceramic production. Installation constitutes acceptance of the product.

Store your tiles in a dry, sheltered indoor space. Avoid stacking them on damp surfaces or exposing them to moisture, which may cause warping or staining before installation.

Our ceramic tiles are designed for interior wall use only. They are ideal for kitchen backsplashes, bathroom walls and decorative wall features. They are not suitable for floors or exterior use.

While experienced DIYers may feel confident, we recommend using a professional tile installer to ensure clean alignment, proper adhesive use, and a high-quality finish.

For the best quality we advise unpacking your tiles in the same orientation they have been packed. Additionally you might want to lay out the tiles before installation to get the most out of the composition, especially when working with different designs.

Use a high-quality ready-mixed wall tile adhesive suitable for ceramic tiles and interior vertical surfaces. Check that it’s compatible with the size and weight of the tile.

We recommend using 2 mm tile spacers for consistent grout lines. Do not butt-joint the tiles, as natural size variations require spacing to maintain alignment and allow for grout adhesion.

We recommend checking this with your installer. Choose a color that complements or contrasts with your tiles, depending on the desired visual effect.

Tiles: No sealing is required — our ceramic tiles are glazed and non-porous.

Grout: We recommend sealing the grout after installation to prevent staining and moisture absorption.

Wipe off excess grout with a damp sponge during installation. Use a grout haze remover if any residue remains once the grout has dried.

Allow at least 24 hours for adhesive to cure before cleaning or applying grout. After grouting, wait 48–72 hours before using the space normally.

Use a soft cloth or non-abrasive sponge, clean with a pH-neutral cleaner and avoid harsh chemicals, bleach, or abrasive pads.

When you shop with us or use our website, we may collect:

Your name, email address, phone number, and shipping address.
Order history and payment information (securely handled).
Technical data such as your IP address and browser type.
Your preferences if you’ve signed up for our newsletter or marketing.

We only collect the data needed to process your orders, provide support, and improve your experience.

If you’re located in the European Union (EU), you have the right to: access a copy of your personal data, correct inaccurate or incomplete data, delete your personal data (the “right to be forgotten”), object to certain types of processing, withdraw consent at any time (e.g., unsubscribe from emails) and receive a copy of your data in a portable format.

You can send us an email at contact@palet.company with your request. Please include: your full name, the email address you used on our site and a clear description of your request (e.g., access, deletion).

We may ask you to verify your identity. We’ll respond within 30 days as required by law.

Your data is securely stored using trusted services:

Shopify – to handle orders, payments, and customer accounts
Airtable – to manage internal customer records
Mailchimp – to send newsletters and email communications (only if you’ve opted in)

All of these services meet GDPR standards and have safeguards in place to protect your data.

Yes. You can request deletion of your personal data at any time. We’ll delete your information from our systems, including Shopify, Airtable, and Mailchimp, unless we are legally required to keep some data (e.g., for tax reasons). To make a deletion request, email contact@palet.company.

Just click the “unsubscribe” link at the bottom of any marketing email we send. This removes you from our mailing list in Mailchimp. You can also email us to unsubscribe manually. We’ll ensure your preferences are respected across all tools.

Note: You may still receive essential communications (like order updates or account notices).

We use secure technologies and only work with trusted providers. These include encryption during transmission, access controls and authentication and GDPR-compliant services such as Shopify, Airtable, and Mailchimp.

While no system is flawless, we take your data protection seriously.

Yes. Some of our providers (like Mailchimp and Airtable) are based outside the EU. These companies use Standard Contractual Clauses (SCCs) and other legal safeguards to ensure your data is protected under EU law.