FREQUENTLY ASKED QUESTIONS

PLACING AN ORDER

When will my order ship?

All orders are typically processed and shipped within 3 business days after they are placed. 

You may log into your account and click on My Orders or click the Track My Order in the website footer to track the status of your order. 

You will receive a shipment confirmation with tracking information once the order has shipped.

How do I order a product which is out of stock (Pre-Order)?

If a product you are interested in is out of stock (Pre-Order), you may place a backorder for it. Backorders are shipped as soon as we receive more of the item. Please call us at 07 3355 1791 or assistance with placing a backorder.

PRE-ORDER INFORMATION

What does pre-order mean?

Place an order for an item which is currently low in stock or out of stock.

What happens if I mix pre-order items with in-stock items?

Please bear this in mind, if an order contains a pre-order item along with other items, then everything will be held back until the pre-order item is ready to be shipped.

How long will it take for the out of stock or low stock items to become available again?

Generally, it takes between 4 to 8 weeks for the out of stock items to become available.

Do you provide any pre-order ETA?

The pre-order ETA we indicate on the product page is our best estimate.

If there is no pre-order ETA information, send us an email
at sales@cocotilesandmosaics.com.au for more information.

I pre-order my tiles but I do not want it anymore. Can I get a refund?

No, we do not offer a change of mind refund, return, exchange or cancellation. Therefore, please choose carefully.

PROBLEM WITH AN ORDER

What if I received my order but there are products missing?

Sometimes orders ship in multiple shipments. Please check your shipping notification email to see which products were expected in the shipment you received. If you are still missing products, please contact us at 07 33551791, or sales@cocotilesandmosaics.com.au

What if I received damaged tiles?

Although we pack our orders as best as we can using the most modern packing technology, there does come the rare occasion that some tiles may break.

Please email sales@cocotilesandmosaics.com.au as soon as possible. Your email must include:

  1. Your order number.
  2. Confirm the total quantity that is damaged.
  3. Pictures of any damages.

Please review all boxes for any further damages that may be hidden upon first look. We
can only process one claim per shipment. Confirming the total damage quantity will help us process everything you need for your project.

Our partner carriers request photos to contain a good representation of the damaged tiles. You can include multiple items in a single photo provided the damage is still visible. Please attach these to your email reply.

PLEASE NOTE THAT ANY DAMAGES MUST BE REPORTED WITHIN 5 DAYS OF DELIVERY DATE IN ORDER TO RECEIVE ANY CREDIT.