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.

Our online tile designer is intended as a visualization tool and does not provide an exact representation of the final product. Palet tiles are individually produced using ceramic glazes and sometimes randomized patterning. This means variations can occur in colour, shade, pattern placement and the distribution or proportion of colors. These variations are part of the character of our product. We strongly recommend ordering a physical sample before placing a full order.

We strongly recommend ordering a physical sample before placing your final order. Ceramic glazes can vary in color, shade and appearance depending on the production batch, lighting and surrounding materials. Our patterns can also vary in composition, pattern placement and colour distribution. A sample therefore gives you a much better understanding of the physical appearance and characteristics of our tiles than a digital representation alone.

Please note that our tiles are made to order based on your selected design and glaze combination. The statutory right of withdrawal may therefore not apply. This does not affect your statutory rights if a product is damaged, defective or otherwise not in conformity with the agreement.

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.

Not exactly. Ceramic glazes are layered minerals that melt and react in the kiln, which means color results can vary slightly every time. We can aim for a similar tone, but an exact Pantone or RAL match isn’t possible.

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 don’t offer mitred cuts ourselves, but our tiles are easy to work with and can be mitred on-site by your contractor or tiler. If you’re planning detailed edge work, it’s best to discuss this with them directly.

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

Screens, lighting conditions and ceramic glazes all affect how colours are perceived. In addition, ceramic glazes are made from minerals that react during firing, meaning slight variations in color and finish are a natural part of the production process. Some of our patterns are also randomized. As a result, pattern placement and the relative distribution of colors can vary between individual tiles, boxes and production batches.

We do our best to represent our products accurately online, but digital images and our tile designer should always be considered indicative. We strongly recommend ordering a physical sample before placing a full order.

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.

For all orders shipped within the EU, taxes and duties are included. For shipments outside of the EU, additional import duties, customs clearance fees, or local taxes may apply depending on your country’s regulations. These charges are collected directly by the shipping carrier or your local customs authorities.

Samples typically ship within 1–2 weeks. Full tile orders take 6–8 weeks from production to dispatch unless we’ve agreed on a different timeline. These are estimates - our tiles are made to order, so occasional delays can occur.

Yes - for shorter timelines, we offer a priority production service with a 50% surcharge, reducing production time to approximately 2 weeks (excluding shipping). Availability depends on current production capacity, so we recommend contacting us before placing the order to confirm scheduling.

We unfortunately don't have a showroom but you can visit our resellers or discover finished projects through our City Guides.

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 print new designs daily and are not able to archive all the prints we make (fun fact, you can make over 300.000 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.

If we have approved a return, we will provide you with the relevant return instructions and return address. Please do not return products without contacting us first at orders@palet.company.

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.

If you believe your order is damaged, defective or otherwise not in conformity with what you ordered, please contact us at orders@palet.company.

Please include:

• your order number;

• a clear description of the issue;

• photographs and/or video showing the issue where relevant; and

• whether the tiles have already been installed.

We will acknowledge your complaint and aim to provide a substantive response within 5 business days. If we need additional information or need to inspect the product before reaching a conclusion, we will let you know. Submitting a complaint does not affect any mandatory statutory rights you may have as a consumer.

No, we can’t process VAT returns once an order is placed. If you require a VAT refund, please contact us at professional@palet.company ahead of placing an order.

Yes. Please inspect the tiles before installation, including their colour, pattern, dimensions, surface and finish. Slight variations are normal characteristics of ceramic production. We also recommend laying out tiles from different boxes before installation so you can assess and distribute the overall variation across the surface.

If you notice an issue that you believe falls outside the expected characteristics of the product, please stop installation and contact us at orders@palet.company before proceeding. Installing tiles despite a clearly visible issue may affect the remedies available to you. This does not affect your statutory rights in relation to defects that could not reasonably have been identified before installation.

Our tiles are around 5.5mm. Pending the selected glazes, there can be slight variation tile to tile.

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.

Before installation, we recommend laying out the tiles to plan your composition. This helps you make the most of your design. Some of our patterns are created by combining two different tiles. If this applies to your order, your boxes will be labelled “A” and “B.” For the best result, pair an “A” tile with a “B” tile as you work.

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.