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FAQs

01. The order

When do I receive my order?

When placing the order, a day of shipment is indicated. After the order has been placed, the same delivery time will also be stated on the order confirmation. It is therefore never possible that during the order, the shipping day on the website, is different than on the order confirmation.

I now see the longer delivery time of (a part of) my order. How can I cancel it?
If the order has a longer delivery time than you had previously seen, it is of course possible to cancel (a part of) the order. For this you can contact our customer service. They will cancel the order for you. The purchase amount will be back on your bank account within two working days. When an order has already been shipped, it can no longer be cancelled.
When will I receive the invoice for my order?
When you have paid for the order, you will not automatically receive an invoice for your order. If you wish to receive an invoice, this can be done in two ways.The first way is through your account at our store. When you log in to your account you can see your orders and download the invoice.

02. Shipment

When do I receive my order?

When placing the order, a day of shipment is indicated. After the order has been placed, the same delivery time will also be stated on the order confirmation. It is therefore never possible that during the order, the shipping day on the website, is different than on the order confirmation.

I now see the longer delivery time of (a part of) my order. How can I cancel it?
If the order has a longer delivery time than you had previously seen, it is of course possible to cancel (a part of) the order. For this you can contact our customer service. They will cancel the order for you. The purchase amount will be back on your bank account within two working days. When an order has already been shipped, it can no longer be cancelled.
When will I receive the invoice for my order?
When you have paid for the order, you will not automatically receive an invoice for your order. If you wish to receive an invoice, this can be done in two ways.The first way is through your account at our store. When you log in to your account you can see your orders and download the invoice.

Frequent Asked Questions

We offer more than 5,000 tile products in a variety of sizes, materials and finishes. Our Natural stone collections include granite, marble, travertine, limestone, onyx, sandstone, slate, quartzite and more! Our man-made collections include porcelain, ceramic, glass and metal tiles. We also offer a reclaimed wood tile too.

TilesLelo offers many benefits such as durability, easy maintenance, affordability, and unique design opportunities, just to name a few.

Yes, we carry a variety of coordinating pieces ranging from bullnose, pencil liners, chair rails, to baseboards. We also carry accessories to give your space the most finished look. From soap dishes and corner shelves, robe hooks to switch plates, and thresholds, we have everything you need to complete your look.

Factors such as level of foot traffic, primary users of the space, and regular exposure to water will affect the suggested application for each product. Please refer to the recommended applications, which are displayed on each
product tag in store and on The TilesLelo website product pages.

We source our tiles, natural and stone accessories across the globe spanning 5 continents: North and South America, Asia Pacific, Africa and Europe.

The process of making tile is dependent upon which materials are being used. Stone is a natural substance resulting from the processes and physics of nature whereas ceramic and porcelain tiles are man-made products produced from clay and fired in a hot kiln at various temperatures.
While ceramic and porcelain are both man-made tiles produced from firing clay and other minerals, the main difference is that porcelain is more resistant to moisture, staining and water due to a blend of fine-grain clays and other minerals fired at a much higher degree temperature than ceramic tile.

Yes, ceramic and porcelain tiles are environmentally friendly because they are:

Low maintenance products, making them easy to clean with just water instead of harsh chemicals or cleaners that are often needed to treat or clean other flooring options.
Fired in kilns to extremely high temperatures, eliminating volatile organic compounds (VOCs) from finished products. VOCs contribute to a wide variety of health problems, making ceramic and porcelain tiles a better option for maintaining/improving indoor air quality.
Inhospitable to dust mites, mold, germs and bacteria when sealed and maintained properly. Tile is often used to replace carpet for people with allergies and asthma.
Sustainable. Ceramic and porcelain tiles are some of the longest lasting flooring products on the market, making them longer lasting than carpet, vinyl, or laminate flooring when they’re properly installed and maintained.

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