The Lay-True Promise
The biggest complaint about online tile in Australia isn't the tile — it's the variance. Boxes that don't match the box next to them. Chips you discover under the trowel. Reorder batches that read just-a-bit-different across a feature wall.
We've built our supply chain to remove that risk from your project. Here is exactly what we promise — in writing, on every order.
Every batch we ship is measured against its caliper code before it leaves our pallet. We will not bring a box to your door that varies more than 0.5mm in length or width. If a tile in your delivery is out of that tolerance, we replace the box — no photos of a tape measure required.
Cracked corner. Chipped edge. Hairline through the body. If you find it when you open the box, you get a replacement to your door in 5 business days — at our cost, with our courier. Just send us a single photo. No claim forms, no return shipping, no waiting on a wholesaler.
Tilers cut. Patterns waste. Calibrated batches sell out. We add one full box of overage to every order over 20m² at no charge so your tiler has the offcut headroom — and so any future repair tile comes from the exact same firing. It's standard practice in joinery. It should be standard in tile, too.
When you order, we reserve your m² from a single firing batch and tag it to your invoice. If your tiler runs short and needs more, we go back to the same batch first — not whatever pallet showed up that week. That's how you avoid the moment two tiles in the middle of a floor read slightly different.
The QC process behind it
Every Italian, Spanish and Portuguese mill we work with sorts tiles into caliper codes (W1, W2, W3…) at the kiln. We only ship matched-caliper boxes.
Before we tag your batch to your invoice we measure 3 tiles per box and photograph the QC sheet. The reference goes on file against your order id.
You have 14 days from delivery to open every box and report anything outside our published tolerance. We arrange the replacement — no claim form.
How we compare
| Marmoré | Typical online tile retailer | |
|---|---|---|
| Calibration tolerance published | 0.5mm | Not disclosed |
| Damaged-tile replacement | Photo + replacement at our cost | Claim form, return-ship at your cost |
| Overage box on >20m² orders | Free, automatic | Not offered |
| Batch lock on reorders | Same firing, tagged to invoice | Whatever's in the warehouse |
| Sample-to-order match guarantee | Yes — your sample is from the live batch | Sample may be a different firing |
Comparison reflects publicly available competitor terms as of June 2026. If a competitor publishes a stricter standard, we want to know — we'll meet or beat it.
If something's not right
Trade accounts get a dedicated WhatsApp line for project-critical issues — apply for trade.
Order a $15 sample. We send the actual production batch — not a marketing offcut. If you order the tile, the $15 comes off the invoice.
