Effective date: July 2, 2026
This Shipping & Returns Policy applies to purchases made through tileishart.com. TileishArt is operated by ATLAS HOME COLLECTIVE LLC, a Wyoming limited liability company. Our handcrafted products are produced, prepared, and shipped from Fez, Morocco, to customers worldwide.
1. Worldwide Shipping
We ship worldwide. Available delivery methods, estimated transit times, and shipping charges may vary depending on the product, destination, package dimensions, weight, customs requirements, and carrier availability.
Because many of our products are handmade, large, fragile, or heavy, including mosaic tables, ceramic sinks, brass sinks, copper sinks, faucets, and bathroom accessories, different products may require different shipping methods.
2. Production and Processing Time
Many TileishArt products are handmade or made to order. Production begins after payment is confirmed and all required order details have been approved.
Production time varies depending on the product, quantity, size, customization, materials, and current workshop schedule. The estimated production time shown on the product page, quotation, invoice, or order confirmation is an estimate and not a guaranteed completion date.
Custom orders may require written approval of dimensions, colors, patterns, finishes, drawings, or reference images before production begins. Delays in customer approval may extend the production timeline.
3. Shipping Methods and Estimated Delivery Times
Depending on the product and destination, available shipping methods may include:
- Standard or sea freight: generally estimated at approximately 40 to 60 days after dispatch for large or heavy products.
- Express air shipping: generally estimated at approximately 7 to 15 business days after dispatch, when available.
- Courier or postal delivery: used for selected smaller products, accessories, samples, or replacement parts.
Delivery estimates begin after the order has completed production and has been handed to the carrier. Production time is separate from shipping time.
All delivery times are estimates. Customs inspections, weather, port congestion, carrier delays, strikes, holidays, remote-area delivery, and other circumstances outside our control may affect delivery.
4. Shipping Costs
Shipping charges may be included in the product price, calculated at checkout, or provided separately in a quotation, depending on the product and destination.
Additional charges may apply for:
- Express or air shipping.
- Remote-area delivery.
- Oversized or unusually heavy products.
- Special handling, liftgate service, storage, or appointment delivery.
- Address changes requested after dispatch.
Any additional charge requiring customer approval will be communicated before the applicable service is arranged.
5. Tracking Information
Tracking details will be provided when available.
For air and courier shipments, tracking may begin shortly after the package is collected by the carrier.
For sea freight shipments, tracking may not show regular movement while the shipment is in ocean transit. Tracking updates may become available only after the shipment reaches the destination country or is transferred to a local delivery carrier.
The absence of frequent tracking updates during sea transit does not necessarily mean that the shipment has stopped moving.
6. Delivery Information
Customers must provide a complete and accurate:
- Full name.
- Shipping address.
- Billing address, where applicable.
- Email address.
- Telephone number.
A valid telephone number is required because carriers and customs authorities may need to contact the recipient before delivery.
TileishArt is not responsible for delays, additional charges, or failed delivery caused by an incomplete address, incorrect telephone number, missing apartment details, or inaccurate customer information.
Contact us immediately at support@tileishart.com if you notice an error in your delivery information. Address changes may not be possible after an order has shipped.
7. Customs Duties, Import Taxes, and Brokerage Fees
International orders may be subject to customs duties, import taxes, VAT, brokerage fees, clearance fees, or other charges imposed by the destination country.
Unless expressly stated otherwise at checkout or in a written quotation, these charges are the customer’s responsibility and are not included in the product price or shipping charge.
TileishArt cannot control or predict customs charges. Customers should contact their local customs authority for information before ordering.
8. Delivery Inspection
Please inspect the package and product as soon as possible after delivery.
For large, fragile, or freight-delivered items, check the outer packaging before signing the delivery receipt. Where visible damage exists, note it on the carrier’s delivery record and take photographs before opening the package.
Please keep all original packaging materials until you have fully inspected the product and confirmed that no claim is required.
9. Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, incomplete, or materially different from the product ordered, contact us as soon as possible at support@tileishart.com.
Please include:
- Your order number.
- A clear description of the issue.
- Photographs of the complete product.
- Close-up photographs of the damage or defect.
- Photographs of the outer and inner packaging.
- A photograph of the shipping label.
- A video where useful to demonstrate the issue.
Do not discard the product or packaging before receiving instructions from us. The carrier or insurer may require the item and packaging to remain available for inspection.
After reviewing the claim, we may offer an appropriate solution, including replacement parts, repair support, a replacement product, a partial refund, or a full refund where appropriate.
10. Return Request Period
Eligible non-custom products may be returned within 14 days of delivery.
You must contact support@tileishart.com and receive written return authorization before sending any product back.
Returns sent without prior written authorization may be refused.
11. Return Conditions
To qualify for a return, the product must:
- Be unused, uninstalled, and in its original condition.
- Include all original parts, accessories, and documentation.
- Have no signs of plumbing connection, assembly, modification, cutting, drilling, sealing, or use.
- Be securely repackaged in suitable protective packaging.
- Be returned using the address and instructions provided by our support team.
We may request photographs of the item and packaging before approving a return.
12. Custom and Made-to-Order Products
Custom, personalized, and made-to-order products are generally not eligible for return or exchange unless they arrive damaged, defective, or materially different from the approved order specifications.
This includes:
- Custom sizes, colors, patterns, shapes, or finishes.
- Made-to-order ceramic sinks.
- Custom mosaic tables and tabletops.
- Custom brass or copper sinks.
- Custom faucets and bathroom accessories.
- Products manufactured from customer measurements, drawings, photographs, or specifications.
Natural variations in glaze, brushwork, tile placement, grout, metal texture, hammering, patina, color, and dimensions are normal characteristics of handmade products and are not considered defects.
13. Non-Returnable Products
The following products are not eligible for return:
- Custom, personalized, or made-to-order products, except where damaged or incorrect.
- Products that have been installed, assembled, altered, cut, drilled, sealed, plumbed, or used.
- Products damaged after delivery through improper handling, storage, installation, maintenance, or cleaning.
- Products returned without authorization.
- Final-sale or clearance products marked as non-returnable.
14. Return Shipping Costs
For an approved return based on change of mind, customer preference, incorrect measurement, or ordering error, the customer is responsible for all return shipping costs.
Original shipping charges, express shipping charges, customs duties, taxes, brokerage fees, storage costs, and handling fees are generally non-refundable.
Because many of our products are heavy, fragile, or oversized, international return shipping may be expensive. Do not arrange a return before receiving written instructions from us.
15. Return Address
Do not return products to our Wyoming company address or to an address shown on a shipping label without written authorization.
After approval, our support team will provide the correct return location and shipping instructions. The return location may be in Morocco or another designated facility.
16. Refund Processing
After an authorized return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds are issued to the original payment method used at checkout. The time required for the refund to appear depends on your bank, card issuer, Stripe, or the payment provider used for the transaction.
A refund may be reduced or refused if the returned product is damaged, incomplete, installed, used, altered, improperly packaged, or otherwise does not meet the conditions of this policy.
17. Exchanges
We do not process automatic exchanges.
For an eligible standard product, the original item must first be returned, inspected, and approved. A new order may then be placed for the replacement item.
Custom and made-to-order products are not exchangeable unless damaged, defective, or materially different from the approved specifications.
18. Order Cancellations
To request a cancellation, contact us immediately at support@tileishart.com.
Cancellation may be possible before production, customization, material purchasing, or preparation has started.
Once production or customization has begun, cancellation may no longer be possible. Where cancellation remains possible after costs have been incurred, those costs may be deducted from the approved refund.
Orders that have already shipped cannot be cancelled and must follow the applicable return procedure.
19. Refused or Unclaimed Shipments
If a shipment is refused, unclaimed, abandoned, or returned because of an incorrect address, missed delivery, unpaid customs charges, or failure to cooperate with the carrier or customs authority, the customer may be responsible for:
- Original shipping charges.
- Return shipping charges.
- Storage and handling fees.
- Customs and brokerage charges.
- Re-delivery charges.
- Any disposal or abandonment fees charged by the carrier or authorities.
Any refund will be considered only after the product is safely returned and inspected. Applicable charges may be deducted from the refund.
20. Installation and Measurements
Customers are responsible for verifying all product dimensions, plumbing requirements, countertop openings, wall connections, installation clearances, and compatibility before ordering or installing a product.
Because our products are handmade, small dimensional variations may occur. We recommend waiting until the physical product has been received and professionally measured before making final countertop cuts, cabinetry modifications, plumbing connections, or permanent installation work.
Installation, removal, labor, plumbing, countertop modification, and related costs are not refundable unless required by applicable law.
21. Consumer Rights
Nothing in this policy limits any mandatory consumer rights that apply under the laws of your country or region.
Where applicable law provides greater protection than this policy, the mandatory legal rights will apply.
22. Contact Us
For shipping, tracking, delivery, return, cancellation, or damaged-item questions, contact:
ATLAS HOME COLLECTIVE LLC
Operating under the TileishArt brand
Wyoming, United States
Production and shipping origin: Fez, Morocco
Customer Support:
support@tileishart.com
Wholesale & Partnerships:
partnerships@tileishart.com
Telephone:
+1 202-773-4726
Website:
https://tileishart.com