International delivery, import duties and damage

1. Does Smink Studio deliver to the US, the Middle East and elsewhere?

Yes. Smink Studio delivers worldwide, including to the United States, Canada, the United Kingdom, the European Union, the United Arab Emirates, Saudi Arabia and Australia. Tiles are shipped directly from the factory in Portugal. Before an order is confirmed, the team obtains transport quotes and tells the client the cost.

2. Do you use sea freight or air freight?

Both. Sea freight costs less above approx. 30m2 / 300sf but air freight is faster, and Smink Studio can obtain a quote for each so that the client can choose.

3. Who pays import duty and tariffs on tiles shipped to the US?

The client does. The client is the importer of record and pays any import duties, tariffs and customs fees when the tiles arrive in the United States. Smink Studio can tell you what to expect, but US tariffs on imported tiles have changed more than once. The same principle applies in other countries that charge import duties. For this reason we only offer DAP shipping. Under DAP (Delivered at Place) shipping, the seller (Smink Studio) handles transport to the destination, but the buyer is responsible for import customs clearance, duties, and taxes.

4. How are the tiles packed and shipped?

Very carefully. Smink Studio tiles are packed in boxes and always shipped on a pallet; for air freight they travel in wooden crates. The factory now has many years experience of packaging ceramic tiles for delivery and breakages are unusual however they can happen and for this reason it is important that clients order 10% overage so that they are still able to complete their installation in the event of some breakage.

5. What should I check when the tiles arrive?

Firstly, write ‘subject to inspection’ on the delivery note or waybill before you sign it. Without this, the courier assumes that by signing, the client is confirming that the tiles have arrived in perfect condition. Writing ‘subject to inspection’ shows that you have not accepted the tiles as delivered without damage. Then open each box to check for breakage and report any breakage to Smink Studio within 24 hours, with photographs. The courier requires both steps before it will consider a claim for compensation.

6. What happens if tiles arrive broken?

The recommended 10% extra tiles mean the installation can usually go ahead even if a few tiles arrive broken. Provided the damage is reported within 24 hours and ‘subject to inspection’ was written on the delivery note, Smink Studio will:

• refund the cost of the broken tiles if up to 10% of the order is damaged (the cost of delivering replacements is not included);
• remake and reship the broken tiles at its own expense if more than 10% of the order is damaged.

Smink Studio expedites replacements as much as possible, but normal production and delivery times may apply. Manufacturing faults must be reported within 30 days of delivery, and no claims can be accepted once tiles have been installed.

7. Which currency will I be invoiced in?

Smink Studio invoices clients in the United States in US dollars and clients everywhere else in euros.

8. Do I need to be there for delivery, and how big is a typical shipment?

Yes. The person named on the delivery must be there to receive and sign for it. The size of a shipment depends on the order, but it is often one or two pallets. Make sure there is access for a pallet and somewhere dry to store the boxes until the tiler is ready. Clients should also note that delivery is to outside the building and the courier may charge if delivery further inside the property grounds is necessary.