FAQ

We’ve put together some of our customers’ most frequently asked questions so you can find the most relevant information easily. However, if you cannot find the answer to your question here just send us an email.

Question Can I order samples?
Answer

Yes, just select the “Order Sample” button located under the “Buy” button. If you cannot find the “Order Sample” button, this sample is currently not available. However, you can search for example for that same colour in another format. Please note also that the stock of samples is different from the stock of orders. Therefore even in the case there is no sample available at the moment this is not an indication that there is no product to fulfil an order immediately.

Question Will my tiles present variation in colour and texture?
AnswerDepending on the product you chose, these may vary in colour and texture. Some of our tiles vary in colour and texture due to the production method, handmade nature, type of base or glaze. This variation can be very light or very intense and is usually the reason why someone loves (or not) a certain product. We try to make our photographs truthful to these variations and in addition we have a classification system that provide an idea of ​​what to expect in order to avoid surprises or disappointment. This reason is also why we always advise our customers to request product samples.
Question Where are we located? Can I visit your showroom?
Answer

Loja do Azulejo is an online store based in Porto but has no showroom open to the public for the moment. The advantage is the offer of a careful selection of products, which we try to portray faithfully in our photographs and which our customers can choose from the comfort of their homes, wherever they are. We ship to Portugal and Europe.

Question How do I know if the quantity of tiles I am ordering is enough?
AnswerWe always recommend that you add between 10% to 15% more than the amount you need to allow cutting and / or waste and be sure to complete your work successfully. Also because many of our products are handcrafted and unique, it is always a good idea to keep some surplus material in the event of a future accident in which a repair or replacement is necessary.
Question Do you ship to the Azores and Madeira?
AnswerYes, we ship our products to the islands. Please contact us via email to give you a quote on shipping costs.
Question Do you ship outside Portugal?
AnswerYes, we do ship our products outside Portugal. Please contact us via email to give you a quote on shipping costs.
Question If my order arrives damaged, what should I do?
AnswerUpon receipt of the order specify immediately in writing that you order is damaged, in the document that the carrier asks you to sign. Then, please take photographs of the damaged products, in order to document the problem, and send it to us by email within 48 hours of receiving the order. We will replace these products as soon as possible.
Question Can I return my order?
AnswerIf you wish to return your order after delivery, you can do so by informing us by email within 14 days of receiving your order. Special orders and orders placed on request cannot be returned unless they are damaged in transit or have a production defect.