Customer Help
Our happiness team is always here to assist.
Order and Payment
Please measure the project area that you would like to cover with tiles carefully. Then check the tile specification on the product page, and you can now calculate the order quantity. Please order a few more in case of shortage.
It depends on the product type, order quantity and shipment methods. Normally it would take 10-15 days to receive your order if it’s shipped by courier. If you order large quantity or heavy products like ceramic,glass, natural stone tiles that need to be shipped by sea, it would take 20-30 days to the main seaports worldwide.
Please contact us first, we don’t have all samples in stock. but please send us the sample product link, your estimated order quantity, and your country, We will check the sample availability and calculate all cost for you.
Yes, it’s recommended to order enough quantity tile in one order. Based on the project area and the single tile specification, you can calculate the order quantity, but we suggest you order a few more (10%~15%) in case of shortage during installation and future repairs. Ordering enough quantity in one single order would also greatly avoid color difference problems due to different production batches.
Yes, we’re always glad to help. Tell us the following:
- Product link(please include size or color option if applicable)
- Order quantity
- Your name, receiving address, telephone number for shipping purpose only.
- Your preferred payment method
Then we can create an order manually for you, or create an invoice with all transaction details included. Once your payment is received, we arrange the delivery, it’s quite simple and fast.
We don’t have stock for most of the products, once you’ve placed an order, we will review your order and send to factory for production immediately. So please think carefully to place an order. Once you change your mind after the order submitted, do contact us immediately.
Once your order is shipped by courier, we will send you an email with the courier tracking link. If your order is shipped by sea, we will send you a shipping advice with all information including estimated arrival date. And you’ll be notified by the shipping forwarder once it’s arrived.
No, we don’t stock any credit card information. All the credit card payments are handled by Stripe, which is a world famous payment gateway provider.
We offer a lot of payment methods, if you can’t find the preferred one during checkout, you can contact us.
- All major credit cards and debit cards, powered by Stripe.
- Major e-wallets like Google Pay, Apple Pay, PayPal.
- Bank Redirects: Bancontact, Multibanco, EPS, FPX, iDEAL, Przelewy24, etc.
- Bank Transfer: transfer to our local EUR, GBP, USD, AUD, NZD, SGD, RON, PLN and CAD bank accounts.
- Other international money transfer platforms.
Please contact us with your order details, your name, receiving address, and telephone number, your preferred payment method. we can create an invoice for you to pay.
Shipping, Return and Replacement
We ship to over 220 countries and regions worldwide by courier. We also offer sea shipping to many countries for large orders. In most cases, your country is in our delivery country list. If you’re still unsure, just contact us.
We offer different shipping methods to ensure you receive the product as quick as possible,and as cheap as possible. Depending on the order details, your receiving address, we will recommend the most suitable shipping methods for you.
- Small order, urgent order, or light product order such as shell tiles, we may suggest ship by courier.
- Large order or heavy order such as the stone tile, ceramic tile, in most cases it’s cheaper to ship by sea, as long as you are not very far from the seaports in your country.
- We may also combine different shipping methods, for example, arrange sea shipping to the sea port in your country, then arrange truck or courier shipping to your door.
For most orders shipped by courier, it will be shipped from Hong Kong.
For sea shipping orders, it will be shipped from the sea port near the product factory in China.
You can view the shipping cost by adding some products into cart and then click “view cart”,on the right side, select your country, shipping cost will be calculated automatically. You can also view the shipping cost during checkout if you select country on the left.
When you’re notified about the arrival of tile, do open the package and check the tile situation, make sure the tile design, quality and quantity are all correct. If there’s anything wrong, take photos of the tile with problems first, then mark the problems on the proof of delivery provided by the freight company, and contact us immediately by email, tell us the problem, your order number and attach the photos.
All the order will be double checked before shipping, so this situation seldom happens. But if it happens, please take a photo of the received product, then contact us.
We pack every order carefully to lower down the damage risk as low as possible. Most of our orders are shipped safely during transit and damage seldom happens. But if it happens, please following the steps below immediately:
- Make note of any visible damage to the shipment on the Proof of Delivery (POD) provided by the freight company for signature.
- Examine your entire order upon delivery. Open up each box/package and inspect all items.
- Any damage that is found, please photograph the products affected.
- Email to our customer service -[cs at yestile.com], and include your order number, date of arrival, photo of damaged products. quantity damaged.
We will then check and discuss with you to resolve this issue as soon as possible.
If your order is eligible for a return, we will email you the receiving address and contacts.
Upon receipt of your order, do check the contents inside, if there’s damage, check the damaged quantity and take photos, make note on the proof of delivery provided by the freight company, then contact us, we will send replacement for free.
You can always contact us by email, contact form or live chat.
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