TERMS & CONDITIONS
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Authenticity
Our tiles are entirely designed and handmade by Atelier Lucie. The number of manipulations of the tile inevitably results in some variability and imperfections in the form of color shades, surface halos, fine cracks, small bubbles, scratches, and thickness differences of +/- 2 mm. These small imperfections that you might find are proof that everything is made in an artisanal way, which will make the charm of the whole once laid.
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Ordering Process
To initiate an order, you're welcome to fill out our order/inquiry form.
When reaching out, please share the estimated amount of tiles you need (in square meters), your postcode (to calculate delivery fees), the specific tiles you're interested in, and your desired delivery timeline. This information will help us address your request more effectively.
Please note, all orders are made on demand. Please allow a minimum of 1 month of wait to receive your tiles.
We encourage you to order a sample tile to ensure complete satisfaction with your selection before making a final order. To request a sample, kindly fill out our order/inquiry form, noting your address, contact details, and the tile samples you would like to receive.
After we receive your request for an order or samples, we'll get in touch to confirm pricing and delivery costs. Once you approve, we'll send an invoice to your email.
Please note, payment for sample tiles must be made in full before we can send out the samples.
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Term of payment
For custom orders, a 50% non-refundable deposit is required. The balance to be paid once your order is ready for delivery. Payment method is by electronic funds transfer (EFT) to Atelier Lucie.
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Shipping and Handling
For standard deliveries through our courier partners, you can anticipate receiving your order within 7-10 business days when the process of production is finished, though often it arrives sooner. Please note, delivery times may vary based on your specific location.
It's important to note that the cost of delivery is not included in the tile prices and will be clearly outlined in your quote.
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When your order arrives, please make sure to check that all the tiles received are correct and assess any potential shipping damage. We ensure all tiles are dispatched in prime condition and are securely packed. If you notice any visible damage upon delivery, it is crucial to record this on the delivery receipt provided by the freight carrier for your signature. In cases of significant damage, we advise refusing the delivery. If you discover your order is damaged, we urge you to contact us immediately. Claims for damaged or broken items must be submitted within three 3 days after receiving your order.
Please note, shade variations, minor chipping, crazing, and uneven edges are typical of handmade tiles. These features are considered part of the tile's unique charm and do not constitute a valid reason for a claim.
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Storage and Installation Conditions
ATELIER LUCIE cannot be held responsible for the receipt and storage of cement tiles by the client. All cement tiles are packaged in cartons and must be stored away from bad weather (rain, etc.). If this is not the case, the time for efflorescence to appear would be longer than indicated in the installation advice included with the delivery.
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The installation of cement tiles in highly humid environments can lead to traces or effects of efflorescence after treatment, which diminish as soon as the weather becomes drier. This is due to the material reacting to its environment. It is important to ensure that the installation is done according to the rules of the art by the craftsman, who will judge for himself the means to be implemented.
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