Shipping & Returns
Handmade Production
Every Dgeum product is handcrafted to order after purchase confirmation. Because each tile is individually manufactured using natural cement, the estimated production time is 14–21 calendar days.
Shipping
Once production and quality control are complete, orders are dispatched directly from our factory in Castellón, Spain.
Estimated delivery time:
- Spain (mainland): 3–5 business days after dispatch.
- Delivery times for international destinations may vary depending on the destination country and local transport conditions.
Shipping fees
Our standard shipping rates are based on the destination country:
| Destination | Shipping fee |
|---|---|
| Spain (mainland) | €10 (VAT included) |
| France | €15 (VAT included) |
| Germany | €20 (VAT included) |
| United Kingdom | £25 (VAT included) |
Shipping Conditions
- Products are shipped on securely wrapped pallets.
- Products are supplied in full boxes (5 or 7 tiles, depending on the format) to ensure safe transportation.
- Deliveries are made using trucks equipped with a tail lift.
- Delivery is made kerbside only. Customers are responsible for ensuring suitable access for heavy goods vehicles and for unloading and moving the goods from the kerbside delivery point.
Natural Characteristics of Cement
Dgeum tiles are manufactured using natural cement and handcrafted techniques. As a result, every piece is unique.
The following characteristics are considered part of the product and do not constitute manufacturing defects:
- slight colour variations between tiles or production batches;
- subtle surface texture;
- occasional natural efflorescence resulting from the cement curing process.
These characteristics reflect the authenticity of handcrafted cement products.
We always recommend purchasing samples before placing a full order to confirm colour, texture and finish.
Returns
Samples and Standard Products
Samples and any non-customised products may be returned within 14 calendar days of delivery.
To be eligible for a refund:
- the product must be unused;
- it must be returned in its original packaging;
- it must be received in the same condition as delivered.
The customer is responsible for return shipping costs.
Refunds are processed within 5 business days after the returned goods have been received and inspected. Refunds are issued using the original payment method.
Due to the weight of the material, pallet collection within mainland Spain typically starts from €75.
Custom-Made Products
Most Dgeum products are manufactured according to the customer’s specifications, including the selected base, pigmentation and finish.
As production begins shortly after order confirmation, custom-made products cannot be cancelled, returned or exchanged once production has started, except where required by applicable consumer protection legislation.
We strongly recommend ordering samples before placing a final project order.
Transport Damage
Please inspect your delivery upon arrival.
If the pallet shows visible damage:
- record the damage on the carrier’s delivery note before signing;
- notify us within 24 hours of delivery by emailing info@dgeum.com together with photographs of the damage.
Once the claim has been verified, the damaged products will be replaced at no additional cost.
Claims for transport damage cannot be accepted if the damage has not been recorded on the carrier’s delivery note at the time of delivery.
This does not affect your statutory rights regarding defective products.
If you have any questions about shipping, returns or your order, please contact us at info@dgeum.com before placing your order. Our team will be happy to assist you.