Frequently Asked Questions

What is the minimum order quantity?
The minimum order for all standard and custom tiles is 20 square meters.
Can I customize my order?
Yes. Customization is available for color, size, shape, glaze, and even pattern.
If you send us your design (image, sketch, or 3D render), our team will assess whether it can be produced.
If approved, we’ll provide a digital preview or a glaze image for your review and confirmation.
Creating a physical sample is possible upon request and may involve additional cost.
The minimum quantity for all custom orders is 20 square meters.
For more details or professional inquiries, please visit our Designers & Architects page.
Can I receive samples before placing an order?
Yes. The first sample is free, but the shipping cost is the customer’s responsibility.
If a final order is placed, the shipping cost of the first sample can be deducted from the total invoice.
Additional samples are charged separately. We ship samples internationally only where feasible.
How long does production take?
Orders are usually ready within 4 to 6 working weeks after full payment and final confirmation.
Can I cancel or modify an order after it's placed?
No. Due to the custom and handmade nature of our products, changes or cancellations are not accepted after confirmation.
Why do you recommend ordering 10–15% extra?
To account for breakage, on-site cutting, color variation, and future replacements.

What payment methods do you accept?
Bank cards, local and international bank transfers.
Is full payment required before production begins?
Yes. We require 100% advance payment to start production.
Do you offer installment payment options?
Not at the moment. This may be considered in the future.

Do you handle shipping?
We don’t provide in-house delivery, but customers can either:
• Arrange shipping with a company of their choice, or
• Request a quote from us. We’ll connect them with our trusted logistics partners.
Do you ship internationally?
Yes. However, all shipping, customs clearance, duties, taxes, and fees are the customer’s responsibility.
Who is responsible for the goods during shipping?
Lou Handicrafts assumes no responsibility once the goods leave our warehouse. Ownership and all associated risks transfer to the customer at that point.
Are the products inspected before shipping?
Yes. Before handing over the order to the logistics provider, all items are inspected by the Lou Handicrafts team for quantity, appearance, and packaging quality. We also document the final packing and, upon request, can share proof of handover to the shipping company.
Although Lou Handicrafts holds no liability once goods leave our warehouse, we are committed to ensuring your order is prepared correctly and safely for dispatch.

Are your tiles suitable for different environmental conditions?
Yes. Our tiles are crafted to perform well in humid, hot, sunny, coastal, and urban environments as long as they are installed correctly by experienced professionals.
The glaze and body are designed to withstand a variety of climates while maintaining their durability and beauty in both indoor and outdoor spaces.
Are your tiles suitable for both floor and wall installation?
Yes. Many of our designs are suitable for both wall and floor applications.
However, some glazes or finishes may not be recommended for high-traffic floors.
Please specify your intended space when ordering so we can guide you accordingly.
Are these tiles suitable for wet areas like bathrooms or pool surroundings?
Yes, provided they are installed properly with the correct grouting and waterproofing.
Some glazes may be more slippery when wet, so for bathroom floors or pool areas, we recommend using non-slip options where available.

Can I return my order?
No. Due to the handmade, made-to-order nature of our products, returns are not accepted.
What should I do if there’s damage during shipping?
Lou Handicrafts assumes no responsibility for damage, loss, or delays once goods have left our warehouse — even in cases where the customer requested us to coordinate shipping with one of our third-party logistics partners.
If your order arrives damaged, you must notify us within 48 hours of delivery, including photo documentation showing the outer packaging, pallet, and the product itself. While we are not liable for compensation, we can assist by sharing the necessary documentation to help you follow up with the courier.

How can I reach you?
You can contact us via the contact form on our website, by email, or on WhatsApp.
What are your customer support hours?
We’re available from Saturday to Thursday, 9:00 AM to 6:00 PM (Dubai time).