FAQS
FREQUENTLY ASKED QUESTIONS
Order and Payment
If you choose not to use our in-house delivery service, we can arrange for Transportify to handle your delivery needs.
Paymongo payments are supported on various platforms, namely’ Gcash, Grab pay, May, BPI Online, UnionBank online and many more. Currently, we offer Paymongo as an option for online payments. Please let us know if you prefer this method during the checkout process, and our sales representative will guide you through the payment steps.
Quotation Validity and Quantity
- What does it mean when a quotation states it is valid for seven (7) days only?
This means that the quoted price and terms are guaranteed for a period of seven days from the date of the quotation. After this period, the rates may change without prior notice.
- When does an agreement become effective according to the provided terms?
According to the terms provided, the agreement is not considered in effect until it is signed by both parties on each page and until at least a 50% down payment has been made.
- What happens regarding material availability before a down payment is made?
Before a 50% down payment is made, all materials are subject to availability. No reservations of materials will be granted until the down payment has been received.
- What does the quantity in the quotation represent, and how is it determined?
The quantity in the quotation, based on your provided floor plan/s, is only an estimate. A certain percentage for attic stock will be provided by our sales representative. Once you approve the proposed quantity, it is considered final and cannot be returned or offset.
- What is the policy regarding refunds for canceled orders?
Once a 50% down payment for on-stock items or 100% full payment for indent orders has been made, refunds for the cancellation of orders will not be granted. This policy is put in place to protect against financial loss incurred due to canceled orders after materials have been allocated or special items have been procured.
Payment Terms
- What are the payment terms for items in the warehouse?
You must be paid 100% all on-hand items in the warehouse before delivery to the site. No items will be delivered without full payment being settled and cleared.
- How should check payments be made, and what is the process before delivery?
Check payments are to be made to LA EUROPA CERAMICA TILE CENTER, INC. All check payments are subject to the bank’s clearing period before delivery can be approved.
- Are there additional charges for credit card payments?
Yes, all credit card payments will incur additional charges for banking fees, which may vary depending on the credit card used.
- Who is responsible for any gate pass or work permit fees during delivery?
You are responsible for any fees that may occur from required gate passes or work permits during the delivery process.
- When will the official receipt be provided, and under what conditions?
The official receipt will be provided after full payment of the total project, including VAT, has been settled and cleared.
Storage Fee
- Why is there a storage fee, and how is it calculated?
The storage fee is charged due to constraints in the warehouse area. It amounts to P1,000.00 per square meter of space occupied in the warehouse per month. This fee applies if the items are stored in the warehouse for more than fifteen (15) days from the day of 50% down payment, arrival/completion of stocks, and full payment.
- When should the storage fee be settled?
The storage fee must be settled and cleared prior to the delivery or release of items from the warehouse. This ensures that all financial obligations are met before the items are transported to the site.
- Is there a maximum duration for storing items in the warehouse?
Yes, the maximum allowable storage duration is six (6) months from the agreed delivery date. After this period, all accounts must be fully paid, and the items will be delivered to the site.
Tile Information
- Why do tiles sometimes have differences in size, color, and shade?
Tiles, particularly those from different batches, may exhibit minimal differences in size, color, and shade. This is a natural characteristic of ceramic and porcelain tiles and is not considered a defect. Each batch produced varies due to inherent production reasons, and it's important to understand that this variation is normal and expected.
- What causes tiles to warp, and is it considered a defect?
Tiles, especially those with long or large size, may tend to warp due to the composition and characteristics of ceramic and porcelain tiles. This tendency is natural, and there are ISO accepted percentages for warpage. You can request this information from our sales representative. It's important to note that tile warping within acceptable limits is not considered a defect, and it's a natural occurrence inherent in certain types of tiles.
- How can I manage expectations regarding tile variations?
You can manage expectations regarding tile variations by understanding that minor differences in size, color, and shade are normal. Prior to purchase, they can request samples or view larger displays to get a better sense of the overall appearance and characteristics of the tiles they intend to buy.
- What should I do if they have concerns about tile variations or warping?
If you have concerns about tile variations or warping, you should communicate with our sales representative. They can provide guidance, answer questions, and address any specific concerns regarding the tiles being purchased.
Delivery Policy
You are qualified for free delivery to sites within Metro Manila, if you will purchase with a minimum of P30,000.00. This offer applies only to purchases meeting or exceeding this threshold.
- What are the charges for deliveries below P30,000.00 within Metro Manila?
Purchases below P30,000.00 are subject to a delivery charge computed based on factors such as area, quantity of goods, and vehicle requirements.
- Will I incur additional fees for night or dawn deliveries within Metro Manila?
Yes, night or dawn deliveries (6:00pm to 8:00am) within Metro Manila, falling under the free delivery category (purchases P30,000.00 and above), will incur a charge of P3,000.00 per delivery. For purchases below P30,000.00, this charge applies in addition to the regular delivery fee based on distance, quantity, and vehicle requirements.
- What conditions apply for rush deliveries scheduled for the next day?
Rush deliveries scheduled for the next day after purchasing goods post 3:30pm are subject to certain conditions, including the availability of delivery trucks and full payment for the purchase.
- Do delivery charges apply to locations outside Metro Manila?
Yes, delivery charges are applicable to sites outside Metro Manila and are determined based on factors such as area, quantity of goods, and vehicle requirements.
- Will I be charged a delivery fee for new items exchanged from offset items within Metro Manila?
Yes, new items exchanged from offset items within Metro Manila will incur a delivery fee, even for delivery to sites within Metro Manila.
- Can I change the delivery address after scheduling?
Yes, you can modify the delivery address provided it's done at least 48 hours before the scheduled delivery time.
- Is it possible for me to postpone delivery, and if so, what's the process?
Yes, you can postpone delivery up to 24 hours before the scheduled delivery date and time.
- Are there restrictions on delivery days and pick-up times?
Yes, deliveries aren't made on Sundays and holidays, and pick-ups from the warehouse aren't allowed on Saturdays, Sundays, and holidays.
- What's the extent of the delivery service provided?
Delivery is made until the ground floor of the site and outside of the structure only.
- What's expected from me upon delivery regarding material inspection?
You must inspect all materials upon acceptance at the site. Any claims of shortage, damage, or other deficiencies must be made during delivery or pick-up, or they are waived by you.
Merchandise Return and Exchange Policy FAQs
- What is the timeframe for returning or exchanging items?
You can exchange merchandise within THIRTY (30) DAYS from the date of delivery without incurring charges. Make sure to present the Original Sales Invoice as proof of purchase.
- Which items qualify for exchange?
Only regular items are eligible for exchange. Phased out and sale items are considered final, and exchanges are not permitted for these items.
- Under what circumstances can items be returned or exchanged?
Items may be returned or exchanged if they are not the correct size as ordered, exhibit clear and unacceptable shade differences within one batch of delivery, or do not meet ISO standards in terms of warpage tolerance. However, it's essential that the items are in their original condition and packaging as delivered.
- Can excess items in a purchase be exchanged?
Yes, excess items in one invoice can be exchanged for another item within the same invoice, subject to certain conditions. The exchange is limited to 5% of the purchased quantity of the item, and any price difference must be paid by you. If the value of the exchanged item is lower, no refund will be issued, and it will be considered forfeited.
- What is the procedure for exchanging items with excess quantity?
You should bring the items to be exchanged to the LEC warehouse located at 112G Skyrise Compound, Old Samson Rd., Balintawak, Quezon City, within three (3) working days. Ensure that all items are in their original state with original packaging, and don't forget to bring the original invoice.
- What is your return or exchange policy?
Our return or exchange policy allows you to return or exchange eligible items within 30 days. The following are the accepted reasons:
- If delivered items are not of the same size as ordered.
- If delivered items for one customer have clear and unacceptable shade differences within one batch of delivery.
- If delivered items are not within ISO standards in terms of warpage tolerance.
- Are there any items that cannot be returned or exchanged?
Yes, there are several reasons why we may not accept returned or exchanged items.
- Used products and/or installed products due to non-checking of the goods during delivery.
- Once a customer has agreed and accepted the risks of purchasing long and/or big sized tiles and their tendency to warp.
- Minimal difference in size of the tiles and the minimal difference of shade in the tiles that are of the same batch.
- What should I do if my orders arrive damaged or broken?
If your items arrive damaged or broken, kindly take a video and contact our online sales representative immediately to report the issue. We will guide you through the process of resolving the situation.
- Do I need to provide proof of the breakage?
Yes, we require videographic evidence of broken or damaged items to process your claim efficiently. This helps us assess the extent of the damage and expedite the resolution.
We recommend reporting any breakages as soon as possible after receiving your orders. Kindly notify us immediately on the day of delivery to ensure prompt resolution.
- Can I request a refund?
We adhere to a strict policy of not issuing cash refunds for merchandise returns due to change of mind, excess of requirement, overestimation, and wrong purchase. Instead, we offer exchanges for items in their original condition and packaging, subject to our terms and conditions.
Indent Order Policy
- Lead Time
- What does "indent order" mean in this policy?
An "indent order" refers to stocks specially ordered for you for a specific project.
- How long does it typically take for tiles available in the factory in Spain/Italy to arrive?
Tiles readily available in the factory in Spain/Italy usually have a lead time of 60-90 days.
- What about tiles that are not readily available in the factory?
For tiles not readily available, the lead time depends on the production schedule, estimated completion, or production time, plus an additional 60-120 days
- Can you clarify the lead time options for TOTO products?
If TOTO products are in stock at the factory, the lead time is typically 90-120 days. If not, it depends on the production schedule, plus an additional 90-120 days.
- Payment
- How do payment terms work for indent orders?
You must pay in full, 100% of the total amount, before placing the order with the supplier.
- What happens after you've made full payment for an indent order?
Once you've paid in full, the order is considered sold, and no refunds will be issued under any circumstances.
- Under what conditions might La Europa Ceramica cancel an indent order?
La Europa Ceramica may cancel an indent order due to uncontrollable circumstances. In such cases, they may initiate the cancellation and provide you with a 100% refund
Terms of Warranty
We are not liable for any damages caused by a second party/contractor not connected with the company during the period of installation of items. Tiles are not covered with warranty while the TOTO items are covered with a limited one (1) year warranty.