FAQ - Questions and Answers
1. Shipment & Delivery
We use DHL for shipping small packages and rails up to 1.0m 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 will ship using HELLMANN forwarding company, as they offer better transportation options for large and heavy goods. We always strive to provide our customers with 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 shipping up to 1.0 m the shipping costs are 5.95 € in Germany and 15.00 € abroad. For standard shipping over 1.0 m the shipping costs are 19.95 € in Germany and 32.00 € abroad. The increased costs are related to the fact that rails over 1.0 m are classified as bulky goods because they are overlength.
From an order value in the amount of 300 € the shipping in Germany is free of charge. The freight limit abroad is 600 €.
Once we have shipped your order, you will receive an email with the tracking number of your package. All you have to do is click on the tracking number in this email and find out the current status of your shipment. If you do not have your e-mail at hand, you can also simply contact us at email@example.com or +49 (0)2602 9196490. Via the CAMEL24 page you can also enter your tracking number and immediately see the current status of your shipment.
As soon as you notice that you have entered a wrong delivery address you can contact us at firstname.lastname@example.org or +49 (0)2602 9196490 and we will change your address if the order has not been shipped yet.
The delivery time is 1-3 business days after shipment.
We do not offer express delivery, but if you order before 12:00, the shipment will be the same day.
You can easily look this up at https://www.alleszumfliesen.de/news/was-kostet-der-versand-von-fliesenprofilen-sperrgut-verschicken verschicken.
2. Complaints / Return & Refund
If your delivery is incomplete, you should contact us immediately at email@example.com or +49 (0)2602 9196490. We will send you the missing items free of charge.
In such cases, please contact us immediately at firstname.lastname@example.org or +49 (0)2602 9196490. We will pay for the return shipping costs and will send you the correct item free of charge.
If you receive a damaged item, you should contact us immediately at email@example.com or +49 (0)2602 9196490. We will pay for the return shipping costs and send you a new item free of charge. If you do not want a replacement, we will refund your money.
The goods must be returned within fourteen days. The shipping costs, which are estimated at a maximum of about 45€ per package, must be borne by you, unless there is an error on our part. Please use the withdrawal form when returning the goods.
You must return or hand over the goods to us immediately and in any case no later than within fourteen days from the day on which you notify us of the revocation of this contract.
You shall bear the direct costs of returning the goods. The direct costs of the return shipment are estimated with regard to such goods, which due to their nature cannot be returned to us normally by mail (forwarding goods), for each such goods at a maximum of about 45 euros per package (within Germany). The costs for a return shipment abroad may be higher than € 45.
If you revoke this contract, we shall reimburse you all payments we have received from you, including delivery costs (with the exception of additional costs resulting from the fact that you have chosen a type of delivery other than the most favorable standard delivery offered by us), without undue delay and no later than within fourteen days from the day on which we received the notification of your revocation of this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees because of this repayment. We can refuse the repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier. Sample pieces will not be refunded.
Processing returns can sometimes take a little longer, this may be due to staff shortages or a large number of returns.
You can pay with us with the following payment methods:
Amazon Pay, Apple Pay, Bancontact, Giropay, iDEAL, purchase on account (with up to 4 weeks payment term), credit card (in the secure 3D-Secure procedure) and PayPal.
Please check your spam folder first, as the invoice may have landed there by mistake. In addition, you should check again with which e-mail address you have placed your order. If you cannot find the invoice there, please contact our customer service at firstname.lastname@example.org or +49 (0)2602 9196490. We will be happy to help you and provide you with a copy of the invoice. Please make sure that your contact details are correct so that we can resend the invoice to you.
Check your payment details again to rule out the possibility that you have mistyped them. If this is not the case, you should consider using an alternative payment method. If this does not work either, you should contact our team at email@example.com or +49 (0)2602 9196490 and we will work with you to find a solution.
If this is the case, you should once again make sure that you have paid. After checking, you can simply ignore the mail, as there may have been a delay in receiving the payment.
If you have accidentally transferred too much money to our account, please contact us at firstname.lastname@example.org or +49 (0)2602 9196490 so that we can find a solution together. We will then transfer the overpaid money back to you as soon as possible. Please note that depending on your bank, it may take a few days for the money to be credited to your account. We would also like to ask you not to make any further payments to the same account until the matter has been resolved, in order to avoid any possible confusion.
You can cancel orders as long as you have not received a shipping confirmation. In case of order changes, it is best to contact our customer service at email@example.com or +49 (0)2602 9196490 if you have already completed the order.
Please contact us at firstname.lastname@example.org or +49 (0)2602 9196490 and we will change or reset your order if necessary so that you can still make changes to it.
Make sure that you have completed your order. If this is the case, simply contact us at email@example.com or +49 (0)2602 9196490.
Basically, you should always try to order via the online store. If you have any problems you can contact us at firstname.lastname@example.org or +49 (0)2602 9196490 and we will be happy to help you.
From an order value of 300 € the shipping is free of charge. In addition, you can request an individual offer in your shopping cart from an order value of 600 €. Furthermore, you can become a regular customer and thus secure individual discounts. If you register with us free of charge with your trade, you will immediately receive a basic discount on all items in our store.
5. Article related questions
The Dural products are basically made of the same material as the Noname products. The main difference is the punching of the perforated legs, here you will find in the noname products slightly wider punched square shapes. A little less material is used in these items and this allows us to offer the rails at a lower price. The branded products from Dural are thus perceived as somewhat more stable.
An exchange is divided into two different processes with us. Please contact us first by mail or phone, then we will send you the cancellation confirmation with the further procedure. After receiving the goods, we will of course refund the corresponding amount promptly. You can then simply reorder the required item via the store.
No, there are no corner pieces to the angle profiles, because the profiles are laid butt to butt or miter cut.
You should always take 1-2mm higher profiles than the tile thickness. This is because the tile adhesive to be used presses through the perforated leg of the profiles and still applies something.
Unfortunately, we can not offer cut to size. We sell only the lengths offered in the store.
You can seal about 6m² with the primer.
As long as the profiles are not permanently exposed to chlorine, this should not be a problem. For higher loads, please contact us personally - this must then be decided on a case-by-case basis.
No, there are no corner pieces for these profiles. You have to miter them and lay them that way.
6. My customer account
When you place an order you can automatically create your own customer account at "My account".
If you scroll all the way down in the online store, you will directly see the registration form for our newsletter. If you want to unsubscribe from this again, you can simply click on the link "unsubscribe newsletter" at the very bottom of your mail of the newsletter and unsubscribe there.
You can easily change your data by clicking on your account and going to the sub-item "Personal data". There you can change all your data as you wish.
Click on the "Address" sub-item in your account to change the address.
Click "Forgot password" to reset your password and select a new one.
If you want to delete your account, contact us at email@example.com. We will then delete your account.
7. Other questions
You can reach us Mo.-Fr. 8:00-12.30; 13.30-17.00 under firstname.lastname@example.org or +49 (0)2602 9196490
At the moment it is not yet possible to buy vouchers from us.