Looking after a set
What comes with the table, how to keep the finish, how warranty works by number, and how to reach a person at the studio. Written plainly, because support pages usually are not.
Back to homeKeeping the finish
The finish is the product. These four habits are the whole of it.
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Wipe with the grain
Use a damp, wrung-out cloth and move along the grain rather than across it. A wet cloth left on a face is the one thing that will mark it.
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No solvent cleaners
Nothing meant for a kitchen worktop or a wooden floor belongs on a tile face. It strips the finish rather than cleaning it.
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Keep it out of long direct sun
Even a stable material shifts in colour over years of direct light. A table near a window is fine; a table in a sun trap is not.
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Store flat and lined
Between sessions, store the set flat with the face of one tile against the back of the next, in the tray order it arrived in.
What is covered, by tier
Warranty is attached to the set, and for a registered Heirloom Set it is attached to the number.
| Item | Paper | Collector | Heirloom |
|---|---|---|---|
| Manufacturing defect | Covered | Covered | Covered |
| Colour stability in normal use | Covered | Covered | Covered |
| Replacement tile matching | Batch-matched | Batch-matched | Matched to your record |
| Registered by number | Not applicable | Not applicable | Yes |
| Service history kept | No | No | Yes |
| Damage from solvent cleaners | Not covered | Not covered | Not covered |
| Damage from soaking or immersion | Not covered | Not covered | Not covered |
| Damage in transit | Report on arrival | Report on arrival | Report on arrival |
Getting a set to you and back
What shipping costs
Shipping is calculated at the order against the destination and the weight of the edition. There is no flat rate, because a full set is heavy and a flat rate would be a guess.
Where we ship
Coverage is confirmed when an order is placed rather than published as a blanket list. If your destination cannot be served, the order is not taken rather than taken and refunded.
Returns
Unopened sets can be returned within the published window. A set that has been played is not resellable, so opened sets are handled as a warranty or service question rather than a return.
Sample boxes
A Sample Swatch Box is a reference and is not returnable, because it cannot be resold once it has been handled.
Accessories
Accessories follow the same return window as sets, provided they are unused and in their original packing.