All Products FAQs
Are SERA tiles handmade?
Many SERA materials are handmade or hand-finished using traditional and small-scale production methods. Natural differences in colour, tone, texture, surface, dimensions and edges are part of the character of the material.
These variations are expected and are not considered defects where they are consistent with the product description and the handmade nature of the material.
Can I order samples before purchasing?
Yes. Samples are available to help you assess the colour family, finish, texture and overall character of the material before placing a larger order.
Because many SERA materials are naturally variable, a sample should be used as a general reference rather than as a guarantee that every tile or production batch will look exactly the same.
How much extra material should I order?
We generally recommend ordering additional material above the measured installation area to allow for cutting, natural selection, installation breakage and future repairs.
For most projects, allow at least 15% extra, while complex patterns, diagonal layouts or projects requiring more selective tile placement may require a higher allowance. Always check the individual product page before ordering.
What are the typical lead times?
Lead times depend on the product and availability. Stock items are dispatched after payment and availability confirmation, while handmade, made-to-order and custom products may require production time, usually up to 8 weeks unless otherwise confirmed.
All lead times are indicative and may vary depending on production schedules, quantity and logistics.
How is shipping calculated?
Shipping costs depend on the destination, order weight and volume, access conditions and delivery method. Samples are usually sent by parcel courier, while larger tile orders may be shipped on pallets.
Standard pallet delivery is normally curbside to the nearest accessible unloading point. Unloading, carrying inside the property or lifting to upper floors is not included unless agreed separately in advance.
Can I return my order?
Return conditions depend on the customer type and the type of product ordered.
Private consumers purchasing online may have a 14-day statutory right of withdrawal for eligible goods. Custom or clearly personalised products may be excluded where permitted by law. Returned goods must remain unused, uninstalled, uncut, ungrouted, unsealed and untreated.
Please see our Returns & Refunds Policy for the full conditions.
What should I do if my order arrives damaged?
Inspect the pallet, boxes and packaging when the order arrives. If there is visible transport damage, note it on the carrier's delivery document and take photographs before and after unpacking.
Please report visible transport damage to SERA as soon as possible and, where possible, within 48 hours, including your order details and photographs. All tiles should also be inspected before cutting or installation begins.
What should I check before installation?
Open all boxes and inspect the material before cutting, fixing, grouting, sealing or other treatment. Check the quantity, colour range, visible condition and suitability for the intended application.
Natural variation should be distributed across the installation by mixing material from different boxes. Any visible concerns should be resolved before installation begins, as visible issues that could reasonably have been identified beforehand may not be accepted as claims after installation.