FAQ - Frequently Asked Questions

IPERCERAMICA is the leading distribution chain in Italy for the sale of flooring, wall coverings, parquet, sanitary ware, and bathroom furniture. For more information, visit the ABOUT US page.

We generate very high volumes, which allows us to have lower purchasing costs and consequently extremely competitive retail prices. Additionally, we sell almost exclusively IPERCERAMICA branded products (all tiles are designed and created by us, then manufactured by leading Italian producers worldwide). This allows us to skip the additional steps in the supply chain that normally make products more expensive for the end consumer.

We do not have a catalog, but all our products are available on this website. Use the “Products” navigation menu to discover them.

You can find all the information on where we are and our opening hours by visiting our store locations page.

Our range is constantly evolving! You can discover all the latest IPERCERAMICA products by visiting the NEWS page.

You can send us your resume by clicking here.

For the expansion of our staff, we are continuously seeking new professionals. In the “Work with us” section, you can find all the open positions.

We have created a guide on how to order online.

Online orders are shipped directly to your home. To receive the goods at the nearest store, you can order with WhatsApp.

A product does not have an add to cart button if it is temporarily unavailable in our central warehouse. If you wish to purchase it anyway, you can do so by contacting our Customer Service, or by visiting one of our store locations. The item will be specially ordered for you. Naturally, the waiting time for receiving the item may be longer than for products already available in our central warehouse.

Yes, after you have registered, you can add different delivery addresses to your account. You can also modify it during the order confirmation process.

Within these FAQs you will almost certainly find the answers you need. Otherwise, you can ask our Virtual Assistant or contact our Customer Service.

Check on the website if there is a technical sheet for the product you are interested in; otherwise, contact our Customer Service.

Certainly, you can use our innovative personalized and free 3D design service.

IPERCERAMICA offers a sampling service that allows you to compare, match, and touch the chosen products.
Follow the instructions on how to order samples.

You can download a copy of your invoices by registering on the website with your customer code. You will find them in the "Account" > "Personal Orders" > "My Invoices" section.

You can find all the necessary information on the delivery times and costs page.

IPERCERAMICA currently does not provide installation services.

You can modify your order through this form, if it has not yet been prepared or shipped. Please note that modifications to your order, if applicable, may extend delivery times.

We ship throughout Italy, except for Laguna Veneta and Minor Islands. Some ZIP codes of the minor islands are associated with mainland locations, so they are blocked and it is not possible to place an online order autonomously. To proceed with the order, contact us directly.

The right of withdrawal is valid for any online order, within 14 days of receiving the goods.

We have prepared a guide on how to request withdrawal.

You can find all the information on where we are and our opening hours by visiting our store locations page.

Yes, but only in some stores (to know which ones, visit your store's page on our store locator).
Once you are registered on the website, you can book an appointment (optional) directly from your reserved area.

In almost all IPERCERAMICA stores, you can find a list of affiliated craftsmen. Ask a staff member for advice to select the most suitable one based on your needs. Please note: IPERCERAMICA has no contractual relationship with the recommended affiliated craftsmen.

Certainly, at the time of ordering, you are provided with a delegation form; fill it out and give it to the person who will collect the order. Ask our virtual assistant.

As soon as your order is available for pickup, you will receive an email or be contacted by a staff member at the store where you placed the order.

Normally, orders are ready for pickup in-store within 15 business days. At the time of ordering, you will be informed of the actual pickup date.

You can find all the necessary information on the delivery times and costs page.

You can request a modification by visiting the store directly if it has not yet been prepared or shipped. Please note that modifications to your order, if applicable, may extend delivery times and incur additional costs.

When an item is available on the website, it means that it is in stock in the central warehouse and can be ordered and shipped to the store or your home. Therefore, most products purchasable in-store are not available for immediate delivery. During the quotation phase, check with our store staff if the product you need is available for immediate delivery.

Certainly, you can use our innovative personalized and free 3D design service.

IPERCERAMICA offers a sampling service that allows you to compare, match, and touch the chosen products.
Follow the instructions on how to order samples.

Most catalog products on this site include a description, detailed technical features, and an in-depth technical sheet. Additionally, you can consult the IPERCERAMICA guides section. If you cannot find the information you need on the website, you can always contact our customer service through this form.

To calculate the amount of product to order, you need to measure the dimensions of the area to be floored/walled. This will give you the “net” amount of tiles required, to which you should add the percentage of “wastage”.

Wastage is the waste resulting from cutting or drilling operations that will be necessary during the installation phase. This percentage must take into account the size of the grout line, as a larger grout line implies less tile consumption, and the laying pattern, as a horizontal layout requires fewer tiles compared to a diagonal layout.
The choice of tile size also affects the amount to consider for wastage: for example, a small size like 20x20 cm or 30x30 cm results in less waste compared to a large size. Also, the presence of certain critical elements, such as columns for wall coverings or irregular room shapes (trapezoids or triangles), implies a greater amount of waste during the installation phase.
Finally, under the same conditions, as a general rule, the larger the areas to be floored, the less wastage you need to consider. Finally, a minimum percentage of 10% wastage is necessary to proceed with the installation of any floor or wall covering.

Yes, we have a section dedicated to outlet products on the site, which are great deals on:

• End of series: products that are being phased out of the IPERCERAMICA range and can be purchased until stock runs out.
• Exhibition products: products of which only one unit remains on display in-store and that you can purchase on a first-come, first-served basis if still available at the store.
• Second choices: products with imperfections, but that have the same production quality as first-choice products.

We are at your complete disposal, both at your trusted store and through our Customer Service.

You can visit our online flyer which contains the main monthly offers. We remind you that the offers are valid in all IPERCERAMICA stores and on this website.

Yes. IPERCERAMICA applies the same prices and promotions throughout the chain; both online and in stores, you will find the same prices including VAT.

You can find all the necessary information on the delivery times and costs page. Note that:

• Transportation costs are the same throughout Italy, including Sardinia and Sicily. For deliveries to hard-to-reach locations and minor islands, you can contact us.
• If you place an order in-store, the delivery times will be communicated to you at the time of order. If you have already placed the order, you can also ask our Virtual Assistant (you will be asked to enter the order number (found here, if you ordered in-store, or here, if you ordered online).

Certainly, in our stores you can request that the order be shipped directly to your home; if you wish to pick up an order at another store, request it from our staff before confirming the order.
This last delivery method is not available for POINT stores.

Yes. For orders destined abroad, we ask you to contact us in advance, or ask a staff member in-store. Transportation costs in this case vary depending on the destination country.

Yes, to place an order with delivery to these territories, you must contact our Customer Service or a staff member at your trusted IPERCERAMICA store.

It is not possible to change the delivery address once the order has been shipped.

Certainly, upon shipment, you will receive an email containing the tracking information of your order.

Yes, if you place an online order, you can associate different billing and delivery addresses with your profile. If you place an in-store order, you can directly inform a staff member of the different destination address.

Most of our products are shipped on pallets. We use specialized couriers to make deliveries along streets, on public roads, paved and flat.

Depending on the size of your order and the assigned courier, you may receive a phone call before delivery.

If you are contacted by the courier by phone, you will be informed about delivery availability to agree on a day and time slot (morning/afternoon).

If you are not contacted by phone, the courier will make a first delivery attempt and, in case of absence, will leave a notice indicating the attempt and will contact you later to schedule an appointment.

Upon delivery, you must sign the delivery document as receipt.

We ask you to verify that:

• the name indicated on each package is the one you provided during the order
• the number of packages delivered matches what is indicated in the courier's accompanying document
• the packaging is intact, not damaged, nor wet or altered.
• there is an exact match between the number of products ordered and those delivered.

If not, we recommend signing the delivery document with a CONTROL RESERVE, indicating the presence of any damages, crushed corners, holes.

Remember to apply a specific CONTROL RESERVE (damaged packaging, missing package, etc...).

Then, within 5 business days from delivery, contact the store where you placed the order or our Customer Service, if the order was made online.

N.B. = If the courier's delivery document is signed without any indication, we will not be able to accept claims regarding exterior damages or discrepancies in the number of packages.

After taking all the recommended precautions above, write to our Customer Service.

If you placed an online order, fill out the complaints form.

If you purchased in-store, we ask you to send photos of the product that show the problem to the store.

Send an email (you can find the email address in the copy of the quotation/order/invoice or here) to the store where you made the purchase, including at least 3 photos of the product and a copy of the delivery document or the accompanying invoice signed with a specific control reserve.

Finally, in the body of the email, include everything you think can help us properly assess your complaint.

In this case, the courier will return the goods to their depot and will contact you later to arrange a new appointment. Additional costs for redelivery may apply; in this case, you will be contacted by our shipping office.

Transportation costs in the case of returned products will be at your expense. For orders made in-store, the return/exchange, if possible and provided for, is always arranged with the store manager. For online orders, contact our Customer Service.

RistrutturaSMART is the renovations company of the IPERCERAMICA group, designed to provide all our customers with a reliable and coordinated turnkey renovation service. You will have the convenience of having a single contact (a dedicated professional) who will help you coordinate material selection and construction work. For more information, visit the ristrutturasmart.it website.

Check on the RistrutturaSMART website for all the active locations in your area (you can find them within IPERCERAMICA stores). If the province where you need to renovate is covered by the service, you can visit the store or contact the RistrutturaSMART Customer Service directly.

We accept payments via Bank Transfer, Visa, PostePay, Apple Pay, My bank. We do not accept payments via the American Express circuit. If you are using cards with circuits different from those previously indicated and the payment process is in error, then we ask you to remove the items from the cart, log out, and restart the order process from the beginning.

Currently, we do not have active financing plans.

We do not accept cash on delivery as a payment method.

Certainly, in our stores we accept various payment methods: Bank Transfer, Visa, PostePay, Apple Pay, My bank, Checks, and Cash. We do not accept payments via the American Express circuit.

Yes. You can place an order online or in our stores and pay it via Bank Transfer for Tax Benefits. In your online banking or at your bank's counter, you must specify making a transfer for Tax Benefits ART.16-BIS DPR 917-1986; as the reason or invoice number, we kindly ask you to specify the order number provided at the time of purchase (found here, if you ordered in-store, or here, if you ordered online).

Upon receipt of the transfer, an initial invoice will be issued that includes the entry 'CUSTOMER ADVANCE'.

Subsequently, an invoice related to the delivery of the goods will be issued; this includes the description of the purchased products and references to previously issued documents, for the traceability of movements, valid for tax deductions.

Thus, the following will be present:

• the quotation/order number used as the reason for the transfer;
• the invoice number related to the 'CUSTOMER ADVANCE' payment.

Keep all documents issued by IPERCERAMICA and the receipt of payment of the bank transfer.

To place an online order with VAT at 4% or 10%, we kindly ask you to provide us with the documents certifying the possibility of enjoying the benefits, issued by the competent authorities (send them to our customer service through this contact form). For in-store orders, you can contact the store staff directly.

To know if you can benefit from VAT relief, you can read our Guide on Benefits.

The right of withdrawal is valid for any online order, within 14 days of receiving the goods.

We have prepared a guide on how to request withdrawal.

For in-store orders, the return/exchange, if possible and provided for, is always arranged with the store manager. For online orders, contact our Customer Service.