Ordering

FAQ

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 via hello@storytiles.com. Don’t forget to keep your order number at hand!

Can my order be shipped to different 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.

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 via hello@storytiles.com, 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 via hello@storytiles.com, so we can find out what happened!

When will I receive my order?

All StoryTiles ordered before 16h are shipped the same workday. All StoryTiles ordered after 16h or in the weekend are shipped the next workday. 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. 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). After you have placed an order on the website with your plain tiles, we will contact you to confirm the date and time for delivery. We ship our Plain Tiles on a half pallet, and you must 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.

Shipping

How are the StoryTiles products shipped?

StoryTiles Our StoryTiles are packed safely and shipped worldwide via a package delivery service. All StoryTiles ordered before 16h are shipped the same workday. All StoryTiles ordered after 16h 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 16h are shipped the same workday. All Cards ordered after 16h 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. You can also pick up the tiles yourself in Weesp, which saves you the shipping costs, we’ll refund those to you. Just send us an email at hello@storytiles.com if you’d like to do this.

What are the shipping costs?

The 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. 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

To what countries do you ship?

We ship our products worldwide! The shipping costs for your country will appear at checkout once you’ve entered your address. If no shipping costs appear for your country, please contact us via hello@storytiles.com and we’ll calculate them for you. We only ship Plain tiles within the EU.

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

Were you expecting your package but haven’t received it yet? Or does it seem to have gone missing? Please contact us via hello@storytiles.com. We’ll be happy to look into the status of your package. Please note: if you ordered personalized tiles, the delivery time is 2 weeks (and 3 weeks for personalized tiles with a gold detail). 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 the bespoken time and place? Please contact us via hello@storytiles.com.

Returns

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.com 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 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. To prevent different batches from mixing up and any nuances in colour 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 colour 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.com. 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.

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.com 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.

Can I exchange my StoryTiles for another product?

You have the right to return your purchase within 14 days of receiving it, for example, if you’d prefer a different tile. Simply return the product you don’t want, and you’ll receive a refund for the purchase amount. In the meantime, you can order the tile you do want online. Return shipping costs are at your own expense. Please contact us at hello@storytiles.com, and we’ll send you the return address. After receiving our reply, you’ll have another 14 days to send the product back to us.

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). 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.com. 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

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 web shop. StoryTiles can be used as wall tiles too and are suitable for a variety of uses in walls, like in your kitchen, bathroom, toilet or fireplace. 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. Have a look at our collection of plain tiles as well. The colours within this collection connect perfectly with StoryTiles!

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

StoryTiles has more than 500 selling points all over the world. Through our store locator in our web shop you can find each one of them in your area. We also have 3 own StoryTiles Stores in the Netherlands, at Singel 410 in Amsterdam, at Oudezijds Voorburgwal 74 in Amsterdam and one on Bakkerstraat 20 in Arnhem. You can enjoy our complete collection there.

How do you tile with 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.

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.

Specifications StoryTiles

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 grams, a medium tile 280 grams and a large tile weighs 800 grams. Due to being made by hand the weighs can differ slightly among tiles of the same size.

How do I hang 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 must 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 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 tile can react in extreme weather circumstances.

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.

Personalized tiles & mini's

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

You can place an order through our webshop. In the menu, you can choose 'Gift Moments' or 'All Personalized Tiles.' Additionally, on the entire website, it is indicated next to each tile whether it can be 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 personalize any 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 via hello@storytiles.com and we will be happy to tell you about all the possibilities.

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. 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.

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. Help, my code isn’t working! We are very sorry! Please contact us via hello@storytiles.com and we will do our utmost best to solve the issue.

I would like to give someone a StoryTiles gift card. How does it work?

So nice of you to gift our gift card! You can order the gift card through our web shop, 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 your preferred amount and add a personal message. We will send your gift card nicely wrapped using the postal service. Each gift card contains a unique code which the receiver can use to choose a StoryTile on our web shop or in our own shops in Amsterdam or Arnhem. (not in our reselling stores). Enjoy the gifting!

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

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

What is the validation on my StoryTiles gift card?

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

Blanco tegels

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

You can purchase the plain tiles through our web shop. Would you rather see them in real life? You can order samples of each plain tile to make sure it is the perfect colour for your interior. Our collection is also available in our store on the Singel.

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.com. We are happy to help!

What is the shipping time of 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 must 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.

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 must 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.com, we calculate the shipping costs for you. Note that we do not deliver worldwide to every country (only within the EU), like we do with regular StoryTiles.

Specifications plain tiles

How can I integrate Plain tiles?

The possibilities are endless with the Plain Tiles collection. Just like our StoryTiles, the Plain Tiles are standard wall tiles (Plain Tiles are not suitable for the floor). 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 colours or go for a combination with your favourite StoryTiles designs to create a personal story. The tiles can easily be cleaned with a soft cloth.

In which sizes are the plain tiles available?

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.

How do I tile up the plain tiles?

The tiling can be as with any other tile. 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.

Accessoires

Are the accessories made from sustainable materials?

StoryTiles' wooden tile holders, wall shelves and tile frames are handmade in the Netherlands. From collected, sustainable and untreated oak wood with
FSC label. No trees are planted for it.

The gold accessories are handmade
by an in-house workshop of Doing Goods, a family-owned business in India.



For which sizes are the accessories suitable?

In our wooden tile holders and Family holdersyou can immediately put your tile. They are suitable for Small (10x10) and Medium
(13x13) tiles.

The tile holders are suitable for Small, Medium and Large tiles.

The StoryShelves (wall shelves) are suitable for S, M and L tiles.

The tile holders 'Golden Holdies' and 'Golden
Stands' are suitable for Small (10x10) and Medium (13x13) tiles. A Large (20x20) tile can be placed in the Stands
.

Do the accessories come with screws or other mounting materials?

The tile frames come with
velcro stickers to attach the tile to the frame. A dowel and hook are included to hang the frame on the wall.

The StoryShelves come with 2
screws and dowels.

The Tiny things holder has a screw on the back to screw it directly into the wall.

Do you necessarily need an accessory with a StoryTile?

Each StoryTile has a hanging hook on the back. So you can hang your tile on the wall right away. So you don't
necessarily need an accessory. A StoryTile can be used right away.