Customer Service

#1. Notice Before Placing Order

#2. Shipping Information

#3. Payment Information

#4. Replace & Return

#5. Privacy and Cookie Policy

#6. Contact Us

#7. Encounter Website Error


#1. Notice Before Placing Order

  • About the product

    1) To help the customer in selecting suitable products, we offer product images, detail information. But ordering a sample before the bulk purchase is strongly recommended, as seeing and touching our product is still the best way to feel it.

    2) The product you are purchasing is either a natural stone product quarried and cut from stone quarries, clay tile, or other tile product processed and manufactured to achieve certain effects of color and texture.

    3) You understand and agree that stone is a natural product can vary in size, color, shade, veining, texture and polish. These variations are what make natural stone unique. Although manufactured and processed tiles may be more uniform, they can also have variations in color and texture.

  • Suggestions for the purchased quantity


    Due to cuts, breaks and other waste when installing your tile, professional designer strongly suggests you should multiply the square footage of the area by 10% and purchase enough tile to cover this amount.

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#2. Shipping Information

All our shipping is curbside delivery only.
  • Shipping Method

    1) Free Shipping: free for sample order and order subtotal over 40GBP.

    2) Flat Rate Shipping: cost 6GBP for subtotal less than 40GBP.

    3) Express Shipping: depends on the weight and size of your order, please contact info@E-MosaicTile.com for more information.

  • Total Delivery Time = Processing Time + Shipping Time


    1) Processing time differs from category to category, usually 2~3 days. For customized products, we will send you an email for a confirmation.

    2) We partner with major international shipping companies like DHL, UPS, FedEx and EMS to offer two shipping methods:
    ----Express Shipping: 3-6 business days
    ----Free Shipping & Flat Rate Shipping: 7-15 business days

    3) We will do our best to provide you with accurate shipping time for your package. But as tiles are heavy goods for all carriers, please note that the time is an estimate only.

  • Tracking number

    The tracking number will be sent to your email the next day after we ship out your order.

  • If Custom Clearance is needed: 

    1) Please note that all import duties including any taxes, tariffs are the sole responsibility of the customer.

    2) Most of orders which ship to countries with high tax-free threshold won't be charged any customs fees, for example the US, Australia, New Zealand, as we can easily control the declared value within tax-free amount.

    3) For countries with low tax-free threshold, customs duties or fees are to be expected, for example the EU countries, Canada. But we will declare the value as low as possible to save customs fees for customers.

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#3. Payment Information

When it comes to purchasing something, anything online, the security question towers above everything else. We do not take our store’s overall cyber security and particularly the billing process security lightly. We can assure you that all of your shopping here will be a fun and safe experience, enhanced by the all of the factors listed below.

  • SSL Certificate

    If the website has an SLL certificate, this means that we care about your shopping experience being secure, safe and sound and want to make sure that all the data (including financial) that you enter on our website will be securely encrypted!
  • Multiple Payment Methods

    When we were considering which payment methods to use on our website, the choice narrowed down to 2 most universal ones: PayPal; Credit Card (via Paypal).
  • Pay with Credit Card

  • Customer Support

    Also, it is comforting to know that should you experience any kind of technical bump in the road during the checkout process, you can always address our customer support department with your billing questions! Please contact info@E-MosaicTile.com

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#4. Replace and Return

  • About replacement for breakage during delivery

    Although we pack our orders as best as we can to prevent breakage, there does come the rare occasion that some tiles may break. But often times what may seem like a damaged sheet is just because a few mosaic chips popped out. This could be easily fixed when installing the tile.

    But if you still feel that your tile is damaged, please contact us by support@E-MosaicTile.com, following the steps below.
    1) send us an email within 7 days after you receive your order, titled by "Request on Replacement for Breakage". If longer than 7 days, your request can be rejected.

    2) the email should include your order number, amount of sheets damaged

    3) pictures of any damages

    4) further related information, like the status of the exterior box

    We'll reply to you within 2 business days after we received your email. Once your request is accepted, the replacement procedure will begin within 3 business days. And the tracking number for the replacement will be sent to your email then.

  • About Return and Refund

    *Delivery/Freight is non-refundable.
    *Already installed items cannot be returned.
    *Samples, final sales products and customized products can not be returned.

    30 days return policy
    The customer can contact us for request of return within 30 days of delivery.

    2 Senarios
    1) Products are totally damaged, or wrong products delivered. The customer can get a full refund.

    2) Products received in good conditions, but the customer still wants a return because of his/her personal reasons. Customer should return the products to us with original packaging and product labels. Once we receive the returned goods and confirm they can be resold, 15% of the order amount will be charged as the restocking fee. And the customer will get a partial refund.

    Return Process
    1) Contact us by email support@E-MosaicTile.com, titled "Request for Return" within 30 days of delivery. We'll get back to you within 2 business days. Then please fill the form of "Request for Return" we send to you, including the following information
    ----order number
    ----the number of sheets you are returning
    ----the reason for your return
    ----pictures of the products, pictures of any damages and the exterior packing box
    We'll reply to you in 2 business days after we receive the form of "Request for Return"

    2. If your request for return is accepted, you can return the product following the below steps:
    1) Customers are responsible to pay for return shipping and are free to choose any carrier they like. But a trackable shipping method is necessary. Customer needs to send us the shipping method and the tracking number after the shipment for return, or the return can be rejected.

    2) All returns must be in their original packaging and in the condition when they were received. It is imperative that the returned boxes are packaged well - our products are extremely fragile. We recommend insuring your return shipment. Refunds will not be issued for items damaged in return transit or for returns that are never received.

    Refund
    Once we receive and confirm your return, your refund will be processed within 7 business days. 

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#5. Privacy and Cookie Policy

This privacy policy sets out how E-MosaicTile.com (hereafter "the Store") uses and protects any information that you give the Store while using this website. The Store is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. The Store may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information:

  • name
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

The Store is already using SSL protocol. Your data transferring with the store is encrypted. We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

  • whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by letting us know using our Contact Us information

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please email us this request using our Contact Us information.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

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#6. Contact Us

We are always ready to help you. If you have any question before/during/after purchasing items or any suggestions and comments. There are 2 quick and easy ways to contact us.
By email:
Info@E-MosaicTile.com

By Phone: (Mon to Fri, 9:00AM to 5:00PM GMT+8)
+86-13430443183

Billing Address
Gergana Enterprise Limited 
ADDRESS: 20 Gialtas, Agios Nicolaos, PC3100, Limassol, Cyprus 
Billing address is not the return address. For return, Pls contact our customer service

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#7. Encounter Website Error

We're sorry that if you encounter a website error during placing your order or browsing the products. We do have similar cases and find the cause should be WIFI or 4G signal is not good enough to complete the Paypal transaction. You can:
1) Place the order again when the cellphone signal is strong.

2) Send an email to Info@E-MosaicTile.com, including the following items:
----your device. (for example iphone7)
----your web browser. ( for example Safari)
----link to the page you encounter the error
----a snapshot for the page 

For your help to improve our website, we are happy to offer you an extra 5% discount for the product order. We will send you the discount code within 2 working days.

The snapshot below is an email example.

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