Policies

At Lilywork, we celebrate the character and uniqueness of handmade tile. Each piece carries the subtle variations in hue, tone, and surface quality that make artisan tile so special. To ensure clear expectations and a smooth ordering process, please review our policies below.

Color & Variation

The beauty of Lilywork tile lies in its natural variation. To help set clear expectations, we strongly recommend that all customers approve a glaze range sample for each glaze color in their project before production begins.

A glaze range sample includes three pieces of the same glaze color, showcasing the expected variation. By approving a range sample, you acknowledge that your order may exhibit the same range of variation.

Tile Usage

Fireplaces

Kitchen backsplashes

Residential floors

Bathrooms and shower enclosures

Outdoor Usage

While our tiles are designed primarily for indoor use, they have been successfully installed outdoors in select applications. If you are considering an outdoor installation, we recommend consulting with us to ensure the best results for your specific climate and project.

Receiving Your Tile

We take great care in packaging and shipping your order, but please inspect your tile immediately upon delivery to ensure that:

All tiles are accounted for

No tiles have been damaged in transit

The order matches your expectations

If any tiles are lost or damaged during shipping, a freight claim must be filed within five days of delivery. Please reach out to us right away so we can assist with the process.

Returns & Cancellations

Because our tiles are made-to-order, we cannot accept returns unless the tile is defective or damaged during shipping. In such cases, we will replace only the affected tiles, not the entire order.

Cancellations are not accepted once tile production has begun.

Installation signifies acceptance – we cannot offer adjustments or replacements after installation.

If you have any concerns about your order, please contact us before installation so we can help.