Frequently asked questions (FAQ)

Delivery costs and offers

• Our shop automatically calculates the delivery costs for your shopping cart as soon as the delivery country and postal code have been specified.
• In addition to the pure transport costs, the shipping costs also include the costs for a delivery notification by the forwarding agent, handling costs incurred, the costs for the first delivery attempt and possible packaging costs for special formats.
• In our online shop we only offer A-goods that have been checked directly by the manufacturer.
• The tile offers are only valid for a limited time, as the offer and the prices can change constantly.
  
• For large orders and corporate customers, we will be happy to make you an individual offer.
  

Delivery times and availability

• For the products offered in the shop, we expect a general delivery time of 10-30 working days from the order. We will only see more detailed information 2-3 working days after the start of processing the order. If we realize that the delivery time for your order will be longer than 30 working days, our customer service will inform you as soon as possible. By then you can cancel the order (of course only if nothing has been shipped yet), choose an alternative item or wait until delivery.
• Definitive statements about availability can generally only be made at the time of loading.
• Goods that are in stock can also be delivered before the 10th working day.

Your order at Trendfliesen.com

• As soon as you have ordered you will receive an automatic notification from our shop with:
• Order confirmation
• Payment request (if not already paid)
• If you pay by card, PayPal, Klarna or another online payment option, the order will be shipped and delivered as soon as possible.
• If you have chosen bank transfer as the payment method, the goods will only be prepared for shipment once the transfer has been credited to our account. (Usually takes 2-3 working days from the value date on your account)
• As soon as your order is processed, you will receive an email from our customer service with the order confirmation in PDF format.

Payment methods

• Bank transfer / prepayment
• Klarna
• Payment by card
• PayPal (also installments)
• Apple Pay
• Sofort
• iDeal

Corporate customers

• Corporate customers have the option of ordering tiles directly in the shop by placing the goods in the shopping cart and entering the UID number and company address for invoicing in the shopping cart.
• In the case of an intra-community delivery, corporate customers receive a VAT-free invoice from our accounting department after about 2 working days from the order.

Invoicing for private and corporate customers

• Corporate and private customers will receive a paperless invoice in PDF format by email directly from our accounting department.
• Please make sure that you have entered your billing details (address & name) correctly at the time of ordering, as these will be used to issue the invoice.
• In Italy, each invoice is sent electronically to the tax office, which means that a few hours after the invoice had been sent, it can no longer be changed (invoice address and name). If the change is no longer possible and still has to be carried out, we will charge a processing fee of €55 plus VAT.

Shipping options

• Delivery by freight forwarder: Incoterms® 2020 DAP - curbside of the specified delivery address (with lift truck). Shipping is insured via the CMR regulation.
• More information here: https://dev.artecon.426.agency/en/Services/Zahlung-Versand/
• Collection from the warehouse at the company headquarters in Caldaro is not possible.

Large format tiles / Slabs

• Be careful with large format tiles: Even if they can be ordered directly from the shop, they cannot be delivered directly to you with a lifting platform. Since these are wider than most truck lifts. For large format tiles, a delivery address must be given where a crane or forklift is available for unloading.
• Large format tiles are affected by this regulation as soon as a dimension is greater than 200cm
• Special format tiles in formats such as 120x120, 150x150 and 160x160 can be delivered normally with a truck lift.

Sample shipment

• Since the energy crisis is also making itself felt in the floor sector, manufacturers cannot always supply samples. If the sample link on the start page is deactivated, we are unfortunately unable to offer a sample order at the moment.

How do the low prices come about?

• Since we load from the major manufacturers every day and deliver the orders directly to our customers by forwarding agent, we can offer our customers a wide selection with top prices.

Trustworthy?

25 years of experience in the tile industry
• for more than 25 years we have been active as a specialist tile dealer and master tiler in South Tyrol. Thanks to our good relationships with well-known manufacturers, we have been supplying customers throughout Europe with branded tiles from Italy, Germany, Spain and Portugal ever since
• You are also welcome to pay with PayPal (always including buyer protection)

Tracking number and delivery note

• When the goods are loaded, you will receive the delivery note and the tracking number from us
• The tracking is usually only active 1-2 working days later

How do you accept the goods correctly?

• Remove the visual packaging immediately upon delivery
• Check all goods roughly for damage
• In the case of the smallest anomaly, note the transport damage on the driver’s delivery slip
• It is best to send us an email the following day with some photos and a list of the damaged goods
• Attention, do not dispose of damaged or broken goods!
• We will forward the damage to the insurance company and the forwarding agent

Delivery country or tile not in the shop?

• If a delivery country or a tile is not in the shop, simply send us an email with the delivery country, postal code and a list of the required items, we will be happy to make you an individual offer.

Revocation? Cancellation?

• Return? More information here:  https://dev.artecon.426.agency/en/Services/Rueckgabe-und-Erstattungsrichtlinien/ 
• As long as the goods have not been shipped or picked up, the goods can normally be canceled, simply write an email beforehand and ask about the order status

You need advice or have further questions?

• Do you have a question that you couldn't find on this page or would you like our team to advise you? Just send us an e-mail info@trendfliesen.com or call us on weekdays during our telephone hours (08:00-12:00 / 14:00-17:30) at +39 0471 802 210.