FAQ - Frequently Asked Questions
Order processing time is 2-6 days, from the time the payment is credited to our bank account or you choose the cash on delivery payment method.
If you have unused mosaic patches, you can return them to us within 3 months of purchase. To return unused slices, inform us by email or phone - contact us.
If you wish to return the entire order, you have 14 days to do so.
If your order is packed in individual packages (UPS courier), it is the responsibility of the courier to deliver the shipment to the very door of your apartment.
In the case of pallet shipment (Raben courier), the pallet with the tiles will be delivered and left in front of the indicated building at the shipping address.
Invoices are sent out electronically, to the email you provided when placing the order. The invoice is sent within a few days of receiving the package from the courier.
If you can't find the invoice on your email, please also check your SPAM folder.
Stationary you can buy our mosaics from our distributors - check the showrooms.
Or you can also purchase them in our online store with home delivery.
For our mosaics we recommend:
bioflex adhesive, color white, by Kerakoll,
geoflex high-flex gel adhesive, white in color, by Atlas.
For our mosaics we recommend grouts from manufacturers:
Kerakoll
Atlas
Ceresit
WIM
Mosaic can be successfully cut with:
angle grinder with diamond disc for cutting stoneware
tile cutting machine
water jet method
Remember that our mosaic cuts very well (like any stoneware). You always need good, sharp tools and the experienced hand of a professional to cut.
Due to the fact that a very large amount of grout is used with mosaics, its influence on the final effect is very important than with tile finishes in traditional formats.
Grout color is a very individual matter of taste for our customers.
Most often, the color of the grout is selected under the color of the walls, the color of the furniture, or the dominant accessories in the room.
A safe solution is to use grout in gray colors.
We strongly discourage the use of white grout for mosaic finishing. White grout, especially epoxy grout, can become discolored and yellowed after some time.
A grout color that works well in most interiors is: Color 03 Pearl Gray - Kerakoll, Manhattan - WIM.
You can successfully clean our mosaic with household methods/solutions that do not damage the surface of the glaze. Often warm water and a towel/cloth alone are enough for cleaning, a Clin-type window cleaner will also do well. You can also purchase detergents adapted for cleaning glazed mosaics. Remember to always follow the instructions for their use, which are usually found on the package of the cleaner.
We recommend impregnating tiles with a crackle effect. The best agent for impregnation is the agent for the protection of polished tiles !MPACT, this agent is generally available in construction stores. It has special protective properties. After applying it to the surface of the tiles, it creates an invisible barrier that protects against the penetration of moisture, grease, scale deposits and other dirt.
For other ceramic mosaics, impregnation should not be applied.
Yes. You must remember that for this you need sharp tools and an experienced professional who has had previous experience with cutting ceramic mosaic. The best way to cut at an angle is the water jet method.
Yes, mosaic works great in the shower, many of our customers choose to tile this space.
What you need to pay attention to, however, is whether the mosaic tile you buy has an anti-slip feature. Anti-slip tiles are distinguished by a different texture, compared to gloss or matte tiles. They have a rough surface, which also makes them more difficult to clean. Non-slip tiles are also lined in walk-in only shower trays. Due to the fact that the small tiles are densely crisscrossed with grout, which protects the foot from slipping.
In Poland there are too many skarajne temperatures during the year, so we do not recommend laying mosaics outside.
You can, of course, lay them at your own risk, while we can't give a guarantee that the large amount of glue and grout that will be under the mosaic won't crack over time. The mosaic itself is frostproof and fireproof, which means that it will not crack when exposed to heat.
To clean dirty grout, home remedies such as a solution with ammonia or a solution with baking powder will work perfectly, which will whiten the joints between the tiles.
You can also purchase grout cleaners, which are widely available on the market. Before using them, check whether you can use them for glazed tiles.
Important information about mosaic installation
1 The mosaics are mounted on a grid, which can be easily trimmed. It is best to choose the size of the mosaic so as not to trim the mosaic cube element itself. Cutting mosaic cubes requires professional equipment for cutting stoneware or stone.
2. mosaic cubes that have broken off can be reattached to the mesh with a suitable glue (such as magic glue available in stationery stores).
1. Mosaic should be glued using only white, flexible, fast-setting mortars designed for laying mosaic.
2. If there is any doubt that the adhesive used may permanently discolor the tiles or adversely affect their appearance, it is not worth the risk. Any discoloration of their surface by using the wrong adhesive is permanent and impossible to remove or even slightly level. Discolored with gray glue, the cladding will not return to its original appearance.
3.Before gluing the patches, the substrate should be properly prepared so that it is clean, even, stable with a moisture content of up to 4%.
4.When installing mosaic with adhesives, strictly follow the instructions of the manufacturers of these products. Improper use of adhesive mortars can damage the mosaic. Adhesive should be selected by parameters to the substrate on which the mosaic will be glued. In the case of mosaic, the drying time of the adhesive should be extended to 5 days.
5. In order to achieve the desired visual effect, the adhesive should be applied to the surface to which the mosaic is to be glued with a smooth work. The thickness of the glue layer should be adapted to the type of mosaic, so that after installation the glue does not remain on the sides of the mosaic cubes.
6.After gluing the patch, immediately remove the glue from the surface and sides of the mosaic, as well as from tools and hands.
1.Use only fine grout designed for mosaics.
2. Grouting should be started after the adhesive mortar has fully set, not earlier than at least 5 days after the mortar has been laid.
3. In the case of epoxy grout, the wall with glued mosaic must be well dried, wait min. 7 days while in the case of cement grout 5 days. So that the water in the adhesive has the opportunity to evaporate.
4. When using colored or dark grout for white or light mosaic, it is essential to make a test beforehand on a small piece glued to the substrate and wait 3 days to see if the grout does not stain the glaze.
5. Grout can be laid flush with the surface of the slice, or use its partial run-out.
6. When grouting, use soft rubber work. Follow the parameter instructions on the grout package.
7. After applying the surface clean with a clean sponge and water.
8. Before starting grouting work, check the grout to make sure that no dirt remains.
9. Mosaics with crackle effect (cracked glaze) should not be used on walls heated or exposed to high temperatures, such as walls heated by electric mats, infrared panels, in the immediate vicinity of gas hobs or on the strongly heating walls of fireplaces or stoves.
10 .For the installation of our mosaics, we recommend using adhesive and grout mortars from manufacturers:
Kerakoll, Atlas, WiM, Ceresit or mortars available on the Raw Decor mosaic manufacturer's website.
1. Use non-abrasive agents suitable for ceramics.
2. Clean the mosaic only with a smooth, non-abrasive material. Do not allow cleaning agents to dry on the surface of the mosaic.
3. Ceramic mosaic should not be impregnated with anything, there is no need for this because the mosaic is covered with a glaze. Our mosaics do not absorb moisture, grease and other natural substances that can stain the mosaic during daily use.
4. It is necessary to impregnate ceramic mosaic with crackle effect (cracks under the glaze), with the agent for the protection of polished tiles !MPACT, this agent is widely available in construction stores.
1. mosaics are produced from natural raw materials, so the thickness and size of the slice may vary (the tolerance from the dimensions given in the catalog, sample book and on the website is +/- 2%. This does not constitute grounds for complaint.
2. It should be noted that the mosaic intended for one room is ordered from one batch. Therefore, upon receipt of the shipment, in the presence of the courier, check whether the mosaic was not damaged during transport. Within 14 days of delivery of the mosaic, check that the correct color, shape and correct quantity of mosaic was sent. Before installation, make sure that the purchased batch of mosaic has the correct quality, size and shade. Failure to comply with the above conditions does not constitute grounds for complaint.
3. The guarantee does not cover mosaic with damage caused during improper installation (e.g. use of inappropriate mortar, improper tools, failure to observe the drying time of glue and failure to comply with the rules of the manufacturer of mosaic in the process of gluing and grouting), having signs of natural wear, mechanical damage (scratches, scratches) and flooding with liquids.
4. The purchased mosaic should be used in accordance with its purpose. We do not accept complaints based on incorrect installation or after installation of the mosaic.
1. The complaint should be submitted in writing to the address of the seller, within 14 days from the date of delivery of the goods. The letter should include: the product code, the quantity of defective goods and the reason for the complaint. A photocopy of the proof of purchase and photos of the damaged goods should be attached to the application.
2. The seller reserves the right to inspect the mosaic to determine the validity of the complaint.
3. If the complaint is considered legitimate, the customer is entitled to exchange the defective mosaic for the same defect-free mosaic in the damaged part or reduce the price of the product. If it is not possible to provide a mosaic with identical parameters, the Customer will be refunded the amount for the damaged part.
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