Frequently asked questions

order, Shipping & Return

Can I change my order afterwards?

The StoryTeam processes your order directly. It is therefore not possible to change your order afterwards. Is your situation very urgent? Please contact us directly. Don’t forget to keep your order number at hand! Contact the StoryTeam >>

How are StoryTiles products shipped?

StoryTiles 
Our StoryTiles are packed safely and shipped worldwide via a package delivery service. All StoryTiles ordered before noon (12:00) are shipped the same workday. All StoryTiles ordered after noon (12:00) or in the weekend are shipped the next workday. You will receive an email with a track&trace code as soon as the package leaves our dispatch centre. You can use this code to check when your package will be delivered. 


Personalized StoryTiles 
The personalized StoryTiles are made and baked especially for you, and shipped within two weeks worldwide via a package delivery service (tiles with golden details take 3 weeks). You will receive an email with track&trace code as soon as the package leaves our dispatch centre.


Gift Card 
In the Netherlands, the Gift Cards are shipped with PostNL. In Europe, Gift Cards are shipped by regular mail. We can send Gift Cards worldwide. All Cards ordered before noon (12:00) are shipped the same workday. All Cards ordered after noon (12:00) or in the weekend are shipped the next workday. Do you want to have the Gift Card delivered right away, choose for the Gift Card per e-mail. This e-mail with coupon code will be send the lucky receiver immediately and is ready to use.


Plain Tiles, Samples 
Samples are shipped within three workdays if the tiles are on stock.


Plain tiles 
The plain tiles are delivered within 3-5 working days, depending if they are on stock and the destination of the tiles. We will contact you in advance to schedule a delivery time. Note: you must be present if the package is delivered to the address because it needs to be signed.

Tile tableau 
All Tile Tableaus ordered before noon (12:00) are shipped the same workday. All Tile Tableaus ordered after noon (12:00) or in the weekend are shipped the next workday. 

What are the shipping costs?

Note: the shipping costs for plain tiles are different. These will be delivered on a pallet (max 150 kg), not send by post but by car.

 

The Netherlands: 49,95

Belgium: 74,95

Luxembourg: 89,95

Germany: 94,95

France: 139,95

Is the country where you want the plain tiles to be shipped to not in the above list? Please contact us via hello@storytiles.nl. Our StoryTeam will discuss the possibilities with you. We only ship the plain tiles in the EU.

 

aaThe shipping costs for orders to € 50,- in the Benelux are € 3,95. For orders from € 50,- the shipping is for free in the Benelux and Germany.
The shipping costs outside the Benelux and Germany will be calculated automatically in the webshop when you enter your address.

**StoryTiles is not responsible for extra costs (like customs and taxes) at the borders.

STORYTILES SHIPPING COSTS UP TO 30 KG

 

Country** Shipping costs
The Netherlands*  € 3,95
Australia  € 44,65
Belgium*  € 3,95
Bosnia  € 39,93
Bulgaria  € 31,80
Denmark  € 21,06
Germany*  € 4,95
Estonia  € 31,20
Finland  € 27,40
France  € 18,42
Greece  € 32,07
Hungary  € 27,11
Hong Kong  € 44,26
Ireland  € 25,83
Israël  € 42,50
Italy  € 20,68
Croatia  € 33,13
Latvia  € 32,07
Lithuania  € 32,07
Luxembourg*  € 3,81
Norway  € 33,28
Austria  € 19,80
Poland  € 26,81
Portugal  € 22,76
Romania  € 28,44
Slovenia  € 27,21
Slovakia  € 25,80
Spain  € 22,39
Chech Republic  € 26,02
United Kingdom  € 12,78
United States  € 44,65
Sweden  € 25,63
Swiss  € 29,65

 

* Free shipping from €50,-

 

Note: the shipping costs for plain tiles are different. These will be delivered on a pallet (max 150 kg), not send by post but by car.

 

The Netherlands: 49,95

Belgium: 74,95

Luxembourg: 89,95

Germany: 94,95

France: 139,95

Is the country where you want the plain tiles to be shipped to not in the above list? Please contact us via hello@storytiles.nl. Our StoryTeam will discuss the possibilities with you. We only ship the plain tiles in the EU.

 

 

Can I return my product?

Are you not satisfied? You can return your product within 14 days after you have received the order. You can do so by sending an email to hello@storytiles.nl with your name and order number. StoryTiles will send you a confirmation mail and will explain how you can return the package. After receiving this confirmation mail you have 14 days to send the package back to us. Please contact us >> 

Please note:

About the Personalized Tiles; because the Personalized Tiles are made and baked especially for you with your given name and date on it it’s not possible to return it.

About Plain Tiles; Plain Tiles are baked in different batches. In order to prevent different batches from mixing up and any nuances in color that may arise, it is not possible to return the Plain Tiles. However, it is possible to request a sample via our website to decide if you like the color before buying all the tiles you need for your project.

About the return shipping costs:
When a product is damaged or there is a different problem, we would like to receive a picture of it via hello@storytiles.nl. We will look at it and if it’s a baking/production problem, we will also make sure you get a free return shipping label. When the product is different than you expected it to be, but there’s nothing wrong with it, then the shipping costs are for your own expense. When we receive the products back in good order, we will return the initial purchase price and initial shipping costs.

Can my order be shipped to another address?
Of course! During the order process, you can enter an alternative delivery address by selecting ‘ship to another address’ in the last step of your order. Here you can enter the address details of the lucky receiver. If necessary, the shipment costs are automatically amended in the shopping cart. Please, note: For the delivery of Plain Tiles a signature is required. If you use an alternative address, someone needs to be present at the moment of delivery.
To what countries do you ship?
We ship our products worldwide!

 

STORYTILES SHIPPING COSTS UP TO 30 KG

Country** Shipping costs
The Netherlands*  € 3,95
Australia  € 44,65
Belgium*  € 3,95
Bosnia  € 39,93
Bulgaria  € 31,80
Denmark  € 21,06
Germany*  € 4,95
Estonia  € 31,20
Finland  € 27,40
France  € 18,42
Greece  € 32,07
Hungary  € 27,11
Hong Kong  € 44,26
Ireland  € 25,83
Israël  € 42,50
Italy  € 20,68
Croatia  € 33,13
Latvia  € 32,07
Lithuania  € 32,07
Luxembourg*  € 3,81
Norway  € 33,28
Austria  € 19,80
Poland  € 26,81
Portugal  € 22,76
Romania  € 28,44
Slovenia  € 27,21
Slovakia  € 25,80
Spain  € 22,39
Chech Republic  € 26,02
United Kingdom  € 12,78
United States  € 44,65
Sweden  € 25,63
Swiss  € 29,65

* Free shipping from €50,-

 

Note: the shipping costs for plain tiles are different. These will be delivered on a pallet (max 150 kg), not send by post but by car.

The Netherlands: 49,95

Belgium: 74,95

Luxembourg: 89,95

Germany: 94,95

France: 139,95

Is the country where you want the plain tiles to be shipped to not in the above list? Please contact us via hello@storytiles.nl. Our StoryTeam will discuss the possibilities with you. We only ship the plain tiles in the EU.

Is your country not listed? Please send us an e-mail via hello@storytiles.nl and we’ll calculate the shipping costs for you.

Will I receive a message after my order?
You will receive an email confirmation as soon as you’ve finished your order. It states exactly what you’ve ordered and where we will ship your order to. Is something wrong? Please contact us right away, and we will do all we can to adjust things. Don’t forget to keep your order number at hand! You haven’t received a confirmation, but your payment was successful? Check your spam folder first. Still no confirmation? Please contact us, so we can find out what happened! Please contact us >>
When will I receive my order?

As soon as your package leaves our warehouse, you will receive an email with a confirmation that your masterpiece is on the way. This email contains the tracking number that you can use to track your package.

Plain Tiles:
After you have placed an order on the website, we will contact you to confirm the date and time for delivery. We ship our Plain Tiles on a half pallet and you have to sign for it. It is therefore very important that you are present on the date agreed. The Plain Tiles that are in stock will be delivered to you between 3 and 5 working days, depending on the stock status and the destination.

I have not received my package yet. What should I do?

You’ve been expecting your package, but haven’t received it yet? We need some time to prepare your package when you’ve ordered a personalized tile or plain tiles. You can check the dispatch method and delivery times here >> Personalized tiles take 2 weeks because we bake them especially for you (3 weeks if you’ve ordered a tile with golden details). As soon as your package leaves our warehouse, you will receive an email confirmation that your package is on its way. This email contains the tracking number that you can use to track your package. Did you order plain tiles and the order was not a the bespoken time and place? Please contact us at hello@storytiles.com Your package cannot be found?

Please contact us >>

Where can I find the status of my package?
As soon as we’ve received your order, we will get going to deliver the masterpiece(s) as soon as possible. We ship our Plain Tiles on a pallet and you have to sign for it. Our courier service will call in advance to schedule the delivery date and time. Therefore, you will not receive a tracking number in your mail. You can check the dispatch method and delivery times here. >> When your package leaves our warehouse, you will receive an email confirmation that your work of art is on its way. This email contains the tracking number that you can use to track your package.
What should I do if my products are damaged when I receive them?
Oh no, that’s too bad! We do all we can to ensure our little works of art arrive safe and sound. If this hasn’t happened, please send an email to hello@storytiles.nl with your details, order number and photos of the product and the package, and we will make sure you receive a new product as soon as possible, free of charge. Please contact us >>
Can I exchange my StoryTiles for another product?

Within 14 days after you have received your products you can return the products you don’t want to keep and place a new order at our website. 

Here you can find more information about returning products >>

Do I get my money back when I return a product?

When we receive the product in a good state, we will refund the purchase price to the banking account that you used to make your purchase. You will receive the refund within 10 workdays after we’ve received the returned product(s).

About the return shipping costs:
When a product is damaged or there is a different problem, we would like to receive a picture of it via hello@storytiles.nl. We will look at it and if it’s a baking/production problem, we will also make sure you get a free return shipping label. When the product is different than you expected it to be, but there’s nothing wrong with it, then the shipping costs are for your own expense. When we receive the products back in good order, we will return the initial purchase price and initial shipping costs.

Are the shipping costs for returned products also refunded?

About the return shipping costs: when a product is damaged or there is a different problem, we would like to receive a picture of it via hello@storytiles.nl. We will look at it and if it’s a baking/production problem, we will also make sure you get a free return shipping label. When the product is different than you expected it to be, but there’s nothing wrong with it, then the shipping costs are for your own expense. When we receive the products back in good order, we will return the initial purchase price and initial shipping costs.

StoryTiles

I would like to buy StoryTiles in real life. Where can I find a selling point?

StoryTiles has more than 200 selling points all over the world. Through our store locator in our webshop you can find each and every one of them in your area. We also have 2 own StoryTiles Stores in the Netherlands, at Singel 410 in Amsterdam and one on Bakkerstraat 20 in Arnhem. You can enjoy our complete collection there. Find nearby shop >>

What are the measurements, thickness and weight of StoryTiles?

All StoryTiles and all personalized tiles are available in two sizes: Small 10 x10 cm and Medium 13 x 13 cm. Some tiles, like some of our city tiles and some other designs that looked great on a larger size, are available on Large: 20 x 20 cm. All tiles are about 1 cm in thickness. A small tile weighs 140 gram, a medium tile 280 grams and a large tile weighs 800 gram. Due to being made by hand the weighs can differ slightly among tiles of the same size.

Are StoryTiles sun-, water- and heat resistant?

All StoryTiles are baked on a high temperature which makes them resistant to sun, water and heat, just like normal tiles. The glaze upon the designs will protect them.
The hanging system that’s on the back of each tiles can react in extreme weather circumstances. If you, for example, buy a house number tile, we advise to purchase the hanging system we made especially for tiles that are being placed outside. You can find it in the section Frames & Holders in our webshop.

How do I clean StoryTiles?

The tiles can be easily cleaned and can be treated as any other tile with regular cleansers. StoryTiles can be used to tile in bathrooms, kitchens and toilets, so you have to be able to clean them.

How do I put StoryTiles on the wall?

All StoryTiles come with a hanging hook at the back of the tile. Small and Medium tiles can be put on the wall by use of a nail. For large tiles we recommend the use of a plug and screw. When it comes to hanging our tiles and accessories, you always have to decide for yourself what kind of nails or screws your type of wall needs. When the material of your wall is quite soft, you need a plug and a screw, when you have a wooden wall, a nail will do.
We do not advise double sided tape, sticker hangers or glue.

Are the StoryTiles suitable for the floor?

The StoryTiles are wall tiles and therefore not suitable for the floor. They are simply not thick enough.

How do you tile StoryTiles?

The tiling can be as with any other tile. This must obviously occur without the hanging system, this can be easily removed by a soft but firm pull. Use tile glue and grouse (for the joints between the tiles) from a DIY store. Make sure the wall where you are going to tile on is quite smooth, as flat as possible.

Where do I use StoryTiles for?

The concept of StoryTiles is to make art on a tile. You can decorate your wall with StoryTiles by using the hanging hook on the back of the tiles. When you do not want to hang it on the wall, you can put your StoryTile anywhere nice like above the fireplace or on a little shelf.
They can even be used outside. Note that the included hanging hook is not sun-, water- and heat resistant. So for outside use (like for our house number tiles) we advise the special hanging system which can be found in the Frames & Holders section in our webshop.
StoryTiles can be used as wall tiles too and are absolutely suitable for a variety of uses in walls, like in your kitchen, bathroom, toilet or fireplace. Have a look at our collection of plain tiles as well. The colors within this collection connect perfectly with StoryTiles! Discover the possibilities of plain tiles.

Personalized tiles

I would like a personalized tile. How can I place an order?

You can place an order through our webshop. In the shop menu you can choose personalized.

That way the tiles suitable for personalizing tiles for different occasions will be shown. On the product page of the StoryTile that you’ve picked to personalize you can fill in the names and date in the blank spaces. Or a small sentence if that suits the tile. You see fields where you can enter your text.

Can I also personalise any other StoryTile?

The selection of tiles you see in the section Personalized, can be personalized. The other tiles in our collection cannot be personalized.

We do create business related custom made designs. For example as a special and limited edition (with a minimum of 100 tiles), as a promotional gift, end-of-year present or as an anniversary gift for employees. If you want more information about custom designs please contact us and we will be happy to tell you about all the possibilities.

Gift cards

Yes! I have a gift card, where can I redeem it?

So, you scored a gift card or promotional code? You can enter the code in your shopping cart at: ‘gift card code’ and click ‘activate gift card’. Your discount is automatically deducted. The shipping costs are already paid for, so we will deliver your package for free.

I would like to give someone a StoryTiles giftcard? How does it work?

So nice of you to gift our gift card! You can order the gift card through our webshop, as a real card nicely wrapped with a personal note or as an e-mail gift card with a personal text. You can fill in the your preferred amount and add a personal message. We will sent your giftcard nicely wrapped using the postal service. Each giftcard contains a unique code which the receiver can use to choose a StoryTile on our webshop. Enjoy the gifting!

Can I order a product with a different price than the amount that is valid on my giftcard?

When you place an order of a higher price that the amount on your giftcard you can pay the remaining amount with your prefered payment option in the webshop. When your purchase is less than the amount on your giftcard the rest of the amount will remain on your giftcard for future use.

Can I use my giftcard for several purchases?

Yes, as long as there are sufficient funds.

What is the validation on my StoryTiles giftcard?

You’ll be able to use your giftcard within one year after receiving. You can fill in the coupon code on our webshop when you check out of you can use the code in our own shops in Amsterdam or Arnhem (not in our reselling stores

Can I use my giftcard in a store to buy StoryTiles?

No, you can only use your giftcard in our webshop. Or in our own shops in Amsterdam or Arnhem (not in our reselling stores).

Help, my code isn't working!

We are very sorry! Please contact us and we will do our utmost best to solve the issue. Contact us >>

Mini tiles

Are the Mini tiles made the same way regular StoryTiles are made?

No, they are made differently than regular StoryTiles. The Mini tiles are beautiful porcelain tiles and are less thick (0,5 cm) than our ceramic Small and Medium StoryTiles. The mini’s are not hand baked, like StoryTiles are, that’s way the price of mini’s is lower. Also because of the smaller size of course, 6×6 cm. The mini’s are made in the Netherlands, just like our other StoryTiles.

What are Mini tiles?

Mini tiles are for decoration only, not suitable for tiling projects. They have a magnet on the backside, but also a small hanging sticker is included. Most of our customers use mini’s to decorate magnetic surfaces, like the fridge.

Can I tile a wall with the Mini tiles?

The mini tiles are too thin (0,5 cm approx.) and made of porcelain and therefore they are not suitable for tiling a wall.

Plain Tiles

Where can I purchase the Plain Tiles or have a look at them in real life?
You can purchase the plain tiles through our webshop. Would you rather see them in real life? You can order samples of each plain tile to make sure it is the perfect color for your interior. Go to plain tiles homepage.
How can I best combine Plain Tiles and StoryTiles?

Both StoryTiles and Plain Tiles are hand baked and therefore share the same look and feel. They can be perfectly combined. Would you like us to advise you about which plain tiles will look best with the StoryTiles you have chosen, please contact is via hello@storytiles.nl. We are happy to help!

In which sizes are the Plain Tiles available?

The Plain Tiles are available in 2 sizes: 10×10 and 13×13 cm. For a complete overview of the tiles we have and in which size those are available, go to this page

Are StoryTiles the exact same size as Plain Tiles?

Yes, they are. Both StoryTiles and Plain Tiles are available in the sizes 10×10 cm and 13x13cm. They both have a thickness of 1cm.

Are the tiles suitable for the floor?

The Bath & Kitchen tiles / Plain Tiles are not suitable for the floor.

How do I tile up the plain tiles?

The tiling can be as with any other tile. This must obviously occur without the hanging system, this can be easily removed by a soft but firm pull. Use tile glue and grouse (for the joints between the tiles) for a DIY store. Make sure the wall where you are going to tile on is quite smooth, as flat as possible.

What is the delivery period on Plain Tiles?

Samples

All samples of plain tiles ordered before 4 pm will be sent on the same day, when on stock. All samples ordered after 4 pm on a working day or in the weekend will be send the next day.

Plain tiles

When the plain tiles are on stock, they can be delivered within 3 to 5 days. When we have to send abroad, the lead time might be longer depending on which country you live in (note: we do not deliver plain tiles worldwide, only in the EU).

Plain tiles & StoryTiles

Have you ordered StoryTiles and plain tiles? We will send your order separately. You will receive the StoryTiles separate from the plain tiles. We’ll call you to discuss a delivery date for the plain tiles.

How can I integrate the Plain Tiles collection?

The possibilities are endless with the Plain Tiles collection. Just like our StoryTiles, the Plain Tiles are standard wall tiles. They are UV-, water and heat resistant. The tiles can be used for many different walls in many different places; offices, restaurants, hotels, bathrooms, toilets, kitchens, bars and even integrated in tables or closets. You can choose to use the plain tiles solely, tile a mix of the colors or go for a combination with your favorite StoryTiles designs to create a personal story. The tiles can easily be cleaned with a soft cloth.

Do I need to grout the tiles?

It’s not necessary to grout the tiles EXCEPT when you are going to tile in wet areas like kitchens, bathrooms and toilets. We advise to use regular grout which you can get at a hardware or DIY store.

I've ordered Plain Tiles. How will they be delivered?

 If we have the plain tiles on stock you will receive them within 3 to 5 working days. We will contact you to discuss the delivery. Note: you have to be at home when the tiles are being delivered, you need to sign for receiving the product. All plain tiles are shipped on a half pallet, shipping costs within The Netherlands are 49,95 euro. We can also ship abroad, prices vary per region.

The Netherlands: 49,95
Belgium: 74,95
Luxembourg: 89,95
Germany: 94,95
UK: 149,95
France: 139,95

Is your country not listed? Please contact us via hello@storytiles.nl, we calculate the shipping costs for you. Note that we not deliver worldwide to every country (only within the EU), like we do with regular StoryTiles.

Did you order Plain Tiles together with StoryTiles? We will send your order in two compartments. The regular StoryTiles will be send separate from the plain tiles.

CONTACT

hello@storytiles.nl

Available by phone at:
0031 (0)6 479 902 60
Mon-Fri 10am – 4pm