Frequently Asked Questions – FAQ Matcarrelage

Which countries do we deliver to?

We deliver to Spain, France, Portugal,Germany, Luxembourg and Belgium. Shipping costs are calculated automatically depending on your destination.

If you wish to order from another European Union country, request a personalized quotation using our contact form. We will review the feasibility and, if possible, provide you with a tailored offer. Please note that some fragile or special products may only be shipped to selected destinations. Feel free to ask us for advice.

What is the minimum order quantity?

The minimum order is 10 m² (or the equivalent of a full pallet, depending on the product), to ensure safe transport.
Ceramic tiles are heavy and bulky; small orders have a much higher risk of breakage during transport. Therefore, we do not process orders below this minimum. If your renovation is smaller, please contact us and we will help you find the best solution.

Can I request samples?

Yes, we understand the importance of seeing and touching the tiles before you buy. You can request a sample directly from most product pages. If you do not see the option or have any questions, contact us and we will process your sample manually. Any sample fees are discounted from your final order if you purchase with us.

Can I order only special pieces?

We do not deliver special pieces (steps, skirting boards, decors) on their own. Such products must always be included with a main order of tiles or flooring, as sending them alone carries a high risk of breakage. For your safety, always add them to your main order.

What are the delivery times?

Standard delivery: For in-stock products from one supplier, expected delivery is 7–10 working days.
Mixed orders: If your order includes items from multiple suppliers or made-to-order products, the typical timeframe is 2–3 weeks.
Special pieces: These usually require about a week longer than standard items.
If you have a strict project deadline or need expedited delivery, be sure to let us know when ordering or contact us so we can help.

How is delivery made?

Delivery is made via platform truck and always curbside. Please check that your address has suitable truck access. If there are restrictions, inform us in advance and we will look for a solution.
The driver will unload pallets as close as possible to your entrance. Delivery inside the building or upstairs is not included; if you need special handling, contact us before ordering.

What should I do if my order arrives damaged?

Although incidents are rare, breakage may occur due to the weight and fragility of tiles. We recommend:
– Inspect all packages upon delivery.
– Note any visible damage or doubts on the delivery note.
– Take photos and let us know within 24 hours, so we can refund the value of the damaged tiles.
As a rule, we do not send single replacements due to the same risk; instead, we reimburse damaged items. Please always add an extra 10–15% to your order to cover for cuts, finishing, or possible future repairs.

Can I modify or cancel my order?

Yes, as long as your order has not left the factory or the central warehouse. If you need to make changes, correct quantities, add or remove items, or cancel entirely, contact us as soon as possible. Once the delivery is in transit, cancellations cannot be made and special return conditions apply.

Are prices shown with VAT?

Yes. All matcarrelage prices are shown by default including VAT for private customers in Spain and EU countries.
If you have a business profile or an intra-community VAT number, you can view prices without VAT when logged in or during checkout.

How do I track my order and obtain the invoice?

Once your order ships from our warehouse, you will receive an automatic email with tracking and documentation. You can also check your order status in your account area.
The official invoice will be sent to you after delivery, or on request at info@matcarrelage.com.

Do you have another question?

Our customer service is always available at info@matcarrelage.com or through the contact form. We reply within 24 hours!

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