Frequently asked questions (FAQ)
What is the “hot decal method”?
This is the way to decorate a ceramic product with a printed, high resolution image followed by firing the product in a special furnace at high temperature.
Why does that technology allow getting the best quality of decorated ceramic tiles?
When using technology of "hot decal", the tiles are fired at a temperature of about 850°C-915°C (about 1562°F-1679°F), as a result of which the color pigments of ceramic paints are fused into the tile's glaze, forming the most durable and resistant to external factors image. The image on such custom tile will be resistant to fading, mechanical and chemical influences for at least 10 to 15 years. Other methods of producing custom tiles can only guarantee image quality for 2 to 5 years (on the average) due to the lower resistance of the image to friction, household chemicals, moisture and direct sunlight.
What are the disadvantages of the "hot decal" method?
The main disadvantages of the hot decal method are the longer and more time consuming manufacturing process and, as a consequence, the slightly higher cost of the custom tile produced by this method. It is clear, though, that a little higher price is compensated by higher durability and wear resistance of the final product. Also, the disadvantages of hot decal include some limitations in the color palette (color reproduction) of printed images. These limitations directly follow from the peculiarities of the production technology and the materials used for the manufacturing of this product.
What are the care instructions for the products made by this technology?
• Use a soft sponge or a damp cloth to wipe clean.
• It is not recommended to use rough abrasive sponges for decorated tiles cleaning- it may leave subtle scratches on many different smooth surfaces, including the glaze of ceramic tiles.
• Care must be taken not to scratch the surface of the decorated tile with hard objects.
What if my order got damaged during the shipping and was delivered broken?
If your order was delivered already damaged (please provide us photos as a proof)- don't hesitate to contact us. We will send you another product of the same model free of charge.
What if there are missing parts or items in my order?
If your order was delivered on time, but it is missing some parts or items, please contact us, we will send you the missing parts or items free of charge.
What if my order wasn't delivered (lost by delivery service, can't be tracked etc.)?
Once your order is shipped to you, we will send you a message, containing your tracking number. Therefore you will easily track your order!
However, if your order wasn't delivered and you are not able to track it with your tracking number, we will contact the delivery service to resolve the issue. If the problem cannot be resolved, ArtisTile Ceramic will offer to send you another product of the same model free of charge or, if it doesn't suit you (ex.: too late for personalized greeting card etc.), we can offer you a full refund.
In which cases return, exchange or refund are not available?
1) Please check meticulously that your address is accurate when making your order. If after making the order you found that the provided address is not accurate, please contact us as soon as possible (preferably within 1-2 days after making your order). Once your order is already shipped, we can't accept responsibility for this kind of mistake.
2) If the item was custom-made to your order (personalized gift, personalized greeting card etc.), we are unable to accept returns, exchanges or refunds if you have changed your mind after your order was already processed.