At Mosaic Casa, we strive to make your shopping experience as smooth as possible. Below, we explain the entire process from selecting products to receiving your order.

1. How to Place an Order

Browsing & Adding Products to Your Cart

  • Browse our online store and select the mosaic stones, tiles, or accessories you’d like to purchase.
  • Click the “Add to Cart” button to add products to your shopping basket.
  • You can check your cart at any time by hovering over the shopping cart icon, which will display the selected items and total amount.
  • When you’re ready to place your order, click “Proceed to Checkout” to begin the purchasing process.

Checkout Process

  • Enter your billing and shipping details carefully to ensure accurate delivery.
  • Choose your preferred payment method from the available options.
  • Review your order details, including products, quantities, and total cost, before confirming.
  • Click “Place Order” to finalize your purchase.

After completing your order, you will receive a confirmation email with the order details.

2. Where Do We Ship?

We currently ship to:

  • Spain (Mainland & Balearic Islands)
  • All European Union Countries

Unfortunately, we do not ship to the UK. If your country is not listed and you are interested in our products, feel free to contact us at [email protected], and we will assist you.

For shipping costs and estimated delivery times, please visit our Shipping Rates & Conditions page.

3. When Will I Receive My Order?

  • Orders are shipped within 24-48 hours after payment confirmation.
  • Delivery times vary depending on your location:
    • Spain (Mainland & Balearic Islands): 48 hours
    • European Union: 2 to 10 business days (depending on the destination country)

Please note that deliveries may be delayed due to factors beyond our control, such as severe weather, strikes, or technical transit issues.

4. Can I Modify or Cancel My Order?

We aim to process and ship orders quickly, so modifications or cancellations can only be made before the order has left our warehouse.

If you need to make a change, please email us immediately at [email protected]. If your order has not yet been shipped, we will do our best to accommodate your request.

Once the order has been dispatched, changes are no longer possible, and a return request must be submitted instead.

5. How Can I Track My Order?

Once you place an order, you will receive updates via email:

  1. Order Confirmation Email – This confirms that we have received your order.
  2. Payment Confirmation Email – Sent once payment has been processed successfully.
  3. Shipping Notification Email – Includes your tracking number and carrier details.

You can use the tracking number to check the status of your shipment directly on the courier’s website.

6. How Is My Order Delivered?

  • Your package will be delivered to the address provided at checkout.
  • The carrier will attempt delivery during business hours.
  • If the carrier encounters any issues finding the address, they may contact you via the phone number provided during checkout.
  • If another person collects the order on your behalf, they must sign the delivery receipt and provide their name and ID number.

What If I’m Not Home?

  1. The carrier will leave a delivery notice with a contact number.
  2. You must call the carrier to reschedule a second delivery attempt.
  3. If no one is available on the second attempt, you will need to collect your package from the nearest courier office.

7. What If There’s a Problem With My Order?

If your order arrives with issues or damages, please follow the steps below:

Damaged Packaging Upon Delivery

  • If you notice that the packaging is damaged, do not accept the shipment.
  • Notify the carrier immediately and inform us at [email protected] so we can assist you.

Missing or Incorrect Items

  • If you receive an order with missing or incorrect products, please contact us within 7 calendar days.
  • Email us at [email protected] with your order number and a description of the issue.
  • We will work quickly to resolve the issue.

Damaged or Defective Products

  • If any items inside the package are damaged or defective, please contact us within 7 calendar days with the following details:
    • Order number
    • List of damaged products & issue description
    • Clear photographs of the damaged products

We will review the case and provide further instructions for a replacement or refund.

Contact us for any order-related issues at: [email protected]