We use DHL to ship small packages and rails up to 1.0 m in length. For longer rails, we use CAMEL24, as they specialize in transporting larger and bulkier items. If the total weight of the order is too heavy, we ship via HELLMANN, as they offer better transport options for large and heavy goods. We always strive to offer our customers the best shipping options and carefully select our shipping partners to ensure fast and reliable delivery.
Shipping costs depend on the size of the items. For small parts up to 1.0 m, shipping costs in Germany start at €4.95 and abroad start at €9.95. For standard shipping over 1.0 m, shipping costs in Germany start at €24.90 and abroad vary depending on the destination country. The higher costs are due to the fact that rails measuring 1.0 m or longer are classified as bulky goods because they exceed the standard length.
Shipping is free in Germany for orders totaling €600 or more. The free shipping threshold for international orders is €1,000.
As soon as we've shipped your order, you'll receive an email with your package's tracking number. Simply click on the tracking number in that email to see the current status of your shipment. If you don't have the email handy, you can also easily reach us at service@alleszumfliesen.de or +49 089 38151664. You can also enter your tracking number on the CAMEL24 website to immediately view the current status of your shipment.
As soon as you realize that you may have entered an incorrect shipping address, please feel free to contact us at service@alleszumfliesen.de or +4989 38151664, and we will change your address as long as the order has not yet been shipped.
Delivery takes 1–3 business days after shipment.
We do not offer (special) express delivery, but if you place your order before 12:00 p.m., it will be shipped the same day. For 95% of our customers, the order arrives the next day.
You can easily check this at https://alleszumfliesen.de/en/blogs/news/what-is-the-cost-of-shipping-tile-profiles-ship-bulky-goods
Complaints / Returns & Refunds
If your order is incomplete, please contact us immediately at service@alleszumfliesen.de or +49 089 38151664. We will send you the missing items free of charge.
In such cases, please contact us immediately at service@alleszumfliesen.de or 089 38151664. We will cover the return shipping costs and send you the correct item free of charge.
If you receive a damaged item, please contact us immediately at service@alleszumfliesen.de or +49 089 38151664. We will cover the return shipping costs and send you a new item free of charge. If you do not wish to receive a replacement, we will refund your money.
The merchandise must be returned within fourteen days. You are responsible for the shipping costs, which are estimated at a maximum of approximately €45 per package, unless the error was on our part. Please use the return form when sending the merchandise back.
You must return or hand over the goods to us immediately, and in any case no later than fourteen days from the date on which you notify us of your withdrawal from this contract.
You are responsible for the direct costs of returning the goods. For goods that, due to their nature, cannot normally be returned to us by mail (freight-only items), the direct costs of return are estimated at a maximum of approximately 45 euros per package (within Germany) for each such item. The cost of returning goods from abroad may exceed 45 euros.
If you withdraw from this contract, we must refund all payments we have received from you, including delivery costs (with the exception of any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery option we offer), without delay and no later than fourteen days from the day on which we receive notice of your withdrawal from this contract. We will use the same payment method you used for the original transaction for this refund, unless expressly agreed otherwise with you; in no event will you be charged any fees in connection with this refund. We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever comes first. Samples are not refundable.
Processing returns can sometimes take a little longer; this may be due to staff shortages or a large number of returns.
Payment
You can pay using the following payment methods:
Amazon Pay, EPS, Bancontact, iDEAL, purchase on account (with up to 4 weeks to pay), credit card (via the secure 3D Secure process), and PayPal.
Please check your spam folder first, as the invoice may have been accidentally filtered there. You should also double-check the email address you used to place your order. If you cannot find the invoice there, please contact our customer service at service@alleszumfliesen.de or 089 38151664. We’ll be happy to assist you and provide you with a copy of the invoice. Please make sure your contact information is correct so we can resend the invoice to you.
Please double-check your payment information to make sure you haven't accidentally made a typo. If that's not the case, you should consider using an alternative payment method. If that doesn't work either, please contact our team at service@alleszumfliesen.de or 089 38151664, and we'll work with you to find a solution.
If this is the case, you should double-check to make sure you've paid. Once you've checked, you can simply ignore the email, as there may have been a delay in the payment being received.
If you have accidentally transferred too much money to our account, please contact us at service@alleszumfliesen.de or 089 38151664 so that we can work together to find a solution. We will then refund the excess amount to you as soon as possible. Please note that, depending on your bank, it may take a few days for the funds to be credited to your account. We also ask that you refrain from making any further payments to the same account until the matter has been resolved, in order to avoid any confusion.
Order
You can cancel orders as long as you haven't received a shipping confirmation yet. If you need to make changes to your order after you've already placed it, please contact our customer service team at service@alleszumfliesen.de or +49 89 38151664.
Please contact us at service@alleszumfliesen.de or +49 (0)89 38151664, and we will modify or cancel your order if necessary so that you can make any changes.
Please make sure you have completed your order. If so, simply contact us at service@alleszumfliesen.de or +49 (0)89 38151664.
As a general rule, you should always try to place your order through the online store. If you encounter any problems, please contact us at service@alleszumfliesen.de or +49 (0)89 38151664, and we’ll be happy to assist you.
Shipping is free for orders of €600 or more. In addition, for orders of €600 or more, you can request a custom quote in your shopping cart. You can also become a regular customer and enjoy personalized discounts. If you register with us for free using your business information, you’ll immediately receive a base discount on all items in our store.
Questions About the Product
Dural products are essentially made of the same material as the non-branded products. The main difference lies in the die-cutting of the perforated legs; the non-branded products feature slightly wider, square-shaped cutouts. These items use slightly less material, which allows us to offer the rails at a lower price. As a result, Dural’s branded products are perceived as being slightly sturdier.
We handle exchanges through two separate processes. Please contact us first by email or phone, and we will then send you a confirmation of your return along with instructions on how to proceed. Once we receive the returned item, we will, of course, issue a refund promptly. You can then simply reorder the item you need through our online store.
No, there are no corner pieces for the angle profiles, since the profiles are installed end-to-end or mitered.
You should always use profiles that are 1–2 mm taller than the tile thickness. This is because the tile adhesive you’re using will seep through the perforated sides of the profiles and apply a little extra adhesive as well.
Unfortunately, we cannot offer custom cuts. We only sell the lengths listed in the store.
You can cover approximately 6 m² with the primer.
As long as the profiles are not continuously exposed to chlorine, this should not be a problem; if they are exposed to higher levels of chlorine, please contact us directly—we will need to assess each case individually.
No, there are no corner pieces for these profiles. You have to miter them and install them that way.
My Customer Account
When you place an order, you can automatically create your own customer account under “My Account.”
If you scroll all the way to the bottom of the online store, you'll see the sign-up form for our newsletter right away. If you want to unsubscribe from the newsletter, simply click the “Unsubscribe from the newsletter” link at the very bottom of the newsletter email to unsubscribe.
You can easily update your information by clicking on your account and going to the “Personal Information” section. There, you can update any of your information as you wish.
Click the “Address” subitem in your account to change your address.
Click “Forgot Password” to reset your password and choose a new one.
If you would like to delete your account, please contact us at service@alleszumfliesen.de. We will then delete your account.
Additional Questions
You can reach us Mon.–Thu. from 8:00 a.m. to 12:30 p.m. and 1:30 p.m. to 5:00 p.m., and Fri. from 8:00 a.m. to 12:30 p.m. and 1:30 p.m. to 4:00 p.m. at service@alleszumfliesen.de or +49 (0)2602 9196490.
At this time, you cannot purchase gift certificates from us.
