Stoneform Ash Veil

Delivery Terms & Conditions

1. Delivery Inspection

Please ensure that all products are carefully checked at the time of delivery. Any breakages or damages must be clearly stated on the delivery note. This is essential, as all deliveries are insured against damage, and doing so allows for a swift response from our customer service team.

Important:

If you sign for a delivery without noting any damage, we reserve the right to refuse replacements or refunds for any broken items.

In case of damage:

• Inspect the delivery thoroughly.
• If any items are damaged, mark the delivery note as “damaged” and sign it.
• If you have not signed the delivery not “damaged”, we reserve the right to refuse any replacements.
• Inform us immediately of any damage.
• We may request written confirmation of the issue within 48 hours of delivery.
• Take digital photos of the damaged items.
• These images are necessary for processing insurance claims and should be sent to us as soon as possible.

If someone else is receiving the delivery on your behalf, they must be fully informed of these conditions.

2. Delivery Company & Site Access
All deliveries are subcontracted to national pallet networks, which operate through central hubs and independent local depots across the country. As a result, Otto Tiles cannot guarantee delivery on a specific date, and cannot be held responsible for late deliveries or any delays or costs resulting from them.
At the time of your order, please inform us of any site restrictions that could affect delivery. Our delivery vehicles are typically large, and any obstructions (e.g., parked cars, narrow roads) should be cleared in advance.
You must notify us of any potential issues, including:

• Parking restrictions
• Congestion charges
• Narrow lanes or roads
• Slopes or steep driveways
• Height restrictions
• Weak or weight-limited bridges

You may be charged for redelivery if we are not informed of these in advance.

We strongly recommend that you do not schedule trades people for installation on the delivery day, as Otto Tiles will not be liable for any costs arising from delayed delivery.

3. Curbside Delivery

Please note that delivery drivers are not permitted to move products inside your property or site. All deliveries are curbside only and will be off-loaded at the nearest suitable point to your address, which may be the roadside.
For orders over 150 sq ft, please be aware that larger pallets and heavier loads may be involved.

Anything you can do to help facilitate a smoother drop-off closer to your property is appreciated.

You (or someone on your behalf) must be present to receive the delivery.
If no one is available, the delivery will not be off-loaded, and additional redelivery charges will apply.

Please ensure all goods are checked upon delivery and that the delivery note is signed appropriately.

We will not accept claims if the delivery note is signed “unchecked.”

4. Pallets & Crates

Your order will typically arrive on pallets or in crates, which are considered part of your delivery.
Otto Tiles is not responsible for removing pallets or crates from your site, unless specifically agreed beforehand.

At Otto Tiles, every ceramic tile is crafted with respect for tradition, innovation, and sustainability.

• Shaping & Drying – Clay is carefully pressed or extruded, then left to dry slowly to preserve strength and reduce waste.
• Hand Finishing – Each tile is hand-filed for perfect edges and unique character.
• First Firing – Tiles are baked in efficient kilns for durability, using processes designed to minimize energy consumption.
• Glazing – Eco-conscious glazes are applied individually to bring beauty and function.
• Final Firing – A second firing permanently fuses the glaze, creating a long-lasting finish while following responsible production standards.

Every step is guided by skilled artisans who combine craftsmanship with care for the planet—ensuring Otto Tiles are not only beautiful, but also sustainable.

Despite our close attention to detail and strict packaging standards, breakages can occasionally occur during delivery. For this reason, we strongly recommend ordering at least 15% more tiles than your net area to allow for possible transit damage and any additional cuts required during installation.

Please note that we do not accept liability for damage, delays, or reshipment fees for orders placed without this recommended buffer. All sample orders are limited to four samples per tile. Orders exceeding this limit may be canceled and refunded.

Trade account holders, architects, designers, and other industry professionals are welcome to request up to 5 free samples by emailing us at info@ottotiles.com

Please note that all samples and showroom displays are intended as a general guide only and should not be considered an exact match to your final order. Due to the nature of our handmade, kiln-fired production process, significant color variation can
occur from batch to batch.

Because tiles are handmade to order, and there is typically a time gap between
sampling and purchase, we cannot guarantee that your final order will be from the same kiln batch as your sample. As a result, the color of the tiles you receive may vary from that of the sample.