Do you provide high-quality products?
All products provided on the site, including warehouse stock on the “special offers” page, are guaranteed to be high quality.
What is included in the sale price?
The sale price includes a quote of the item itself and Italian VAT. Shipping costs in the basket are then calculated according to the final destination and total quantity requested.
Are all items available in stock?
No. You will find only the items in the “special offers” section in stock at the RIPASTORE.COM warehouse. The other items are marked as “availability on request”. It is good practice to inquire regarding availability of the material before ordering by contacting our customer services who will confirm availability supplier side. Confirmation occurs on the day of the request and does not involve any delay in the items.
How long should I wait if my item is not available?
Usually, a scheduled production date is always provided by the supplier. From this date, notification provided by our customer services, approx. 10 (ten) working days must be allowed for the shipping of the items to the customer's address.
How do I order a product sample?
RIPASTORE.COM offers a free sampling service* to allow customers to get a feel for our products. To access the service, simply click on the appropriate section inside the product page:
The sample will automatically be placed in the basket. The service is not available for all products or sizes. To find out more, see section: ORDER OF SAMPLES.
*the shipping cost for the sample is €50.00 including VAT (up to 10 items (Italy) - per single item (abroad))
I'm looking for an item with a brand you stocked but I can't find it online. Can I still buy it?
We stock all collections and all items in the catalogue of the brands listed in the BRANDS section. We have made a selection of the best-selling items and news in our online store. If an item is not included among those provided, please contact our customer services for a customised quote.
I can't figure out what kind of surface an item has. Can you help me?
Product surfaces are divided into two main certified categories: outdoor and indoor. In turn, these surfaces are defined and include descriptions that are specific to each manufacturer, which are articulated by way of example, as follows:
ANTI-SLIP (OUTDOOR): strutturato, bocciardato, grip, outdoor, out, anti-slip etc.
MATT (INDOOR): natural, soft, velvet, matt etc.
GLOSS/SEMI-GLOSS (INDOOR): lux, lucido, luc, satin, levigato etc.
What does RT/RECT mean in a description?
RT is the abbreviation for “rectified”. Rectified items have a 90° edging that allows them to be laid with the minimum amount of grouting (1-3 mm).
Can I use an indoor item for outdoor use?
No, because these products are not non-slip certified and are therefore not safe in the event of rain, snow or ice.
I don't understand the slipperiness rating scale of an item. Can you help me?
Tile slipperiness is linked to the R certification, which has a number of different levels of application.
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INDOOR
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OUTDOOR
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SHOE
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R9
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R10
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R11
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R12
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BARE FOOT
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A
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B
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B
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C
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It is always best to use the appropriate degree of slipperiness depending on the area of use. R9 is exclusively an indoor product. R10/R10A identifies non-slip items, but they may be used with due care in outdoor, non-risk areas. True anti-slip products begin at R11 and continue with higher numbers. Particular care should be taken in areas such as swimming pools or spas where users walk barefoot and, therefore, the slipperiness must reflect this particular use. Suitable products are identified by letters (B and C). An item which, therefore, only contains the lettering R followed by a NUMBER (e.g. R11) has not been “barefoot” tested and is not suitable for this type of use. Items with R+NUMBER+LETTER (e.g. R12B) are, however, suitable.
Does porcelain stoneware absorb dirt stains?
By its very nature, porcelain stoneware does not absorb water (water absorption as a % ≤ 0.5) and dirt and is therefore easy to clean. This makes it suitable for all environment types.
Can I lay wall tiles on the floor?
No. Items in the wall tiles section are not suitable for floor laying as they are not designed to withstand elevated weights. The converse is true: floor tiles may be laid on walls.
I don't understand the units of measurement. Can you help me?
The units used are: sqm (square metres), pc (piece), box (packaging), lm (linear metres), kg (kilograms).
Which countries do you deliver to?
Deliveries are made in Italy, to all European Union countries and to Switzerland and United Kingdom.
For further information, please visit the SHIPPING INFORMATION section.
How much does it cost to ship to my country?
Shipping costs are calculated in the basket according to the final destination and the quantity requested.
A customised quote may be requested for countries not present on the list.
For further information, please visit the SHIPPING INFORMATION section.
Can I make a purchase even if my country is not on the list?
A customised quote by our customer services may be requested for countries not present on the list.
For further information, please visit the SHIPPING INFORMATION section.
What services are included as part of shipping?
The shipping service includes unloading using roadside tail lift (does not apply to 120x240, 120x270/278, 100x300, 160x320 sizes), item insurance and telephone notification with day of delivery to be agreed on beforehand. For further information, please contact customer services at info@ripastore.com for customised quotes.
Export costs are included for shipping to countries outside the EU.
For further information, please visit the SHIPPING INFORMATION section.
I would like to be called by the courier before delivery.
The shipping service includes unloading using roadside tail lift, item insurance and telephone notification with day of delivery to be agreed on beforehand.
What are the shipping timeframes?
The shipping time is 15 (fifteen) working days (subject to item availability by the supplier). If items are not available, reference to timeframes is always made following purchase.
The customer may also check availability before proceeding by contacting customer services via the contacts provided.
For further information, please visit the SHIPPING INFORMATION section.
What's the status of my order?
Order status is as follows:
WAITING FOR PAYMENT: usually appears when the customer chooses bank transfer as the method of payment. This status will be displayed until physical receipt of payment by RIPASTORE.COM.
PAID: the order changes to paid status once payment is received by credit card, PayPal or Bank Transfer. When this status is updated, a confirmation email is automatically sent to the customer. This status will be displayed until the order is shipped with an email notification. The time between receipt of payment and collection at the RIPASTORE.COM warehouse is usually approx. 10 (ten) working days.
CANCELLED: this status is linked to the cancellation of an order by the customer.
SHIPPED: The order has been despatched from our warehouse. When this status is updated, a confirmation email, including tracking number and delivery instructions, is automatically sent to the customer.
DELIVERED: this status is applied when the order is reported as delivered following verification on the haulier's portal.
When will my order be despatched?
It usually takes about 10 (ten) working days between confirmation of payment and collection from our warehouse, i.e. two weeks.
For further information, please visit the SHIPPING INFORMATION section.
I'm not getting any order updates.
Each order update is confirmed in the customer's reserved area and by email to the address provided. Please check your SPAM folder if you are not receiving emails. If there are no updates there either, please contact our customer services.
Is delivery made to my floor?
We remind you that the shipping service includes unloading using roadside tail lift, item insurance and telephone notification with day of delivery to be agreed on beforehand. For further information, please contact customer services at info@ripastore.com for customised quotes.
For further information, please visit the SHIPPING INFORMATION section.
Can the haulier deliver to my garage?
We remind you that the shipping service includes unloading using roadside tail lift, item insurance and telephone notification with day of delivery to be agreed on beforehand. For further information, please contact customer services at info@ripastore.com for customised quotes.
For further information, please visit the SHIPPING INFORMATION section.
What happens if the items are damaged?
We request that you carefully follow the instructions outlined in the shipping confirmation email.
Are there any customs duties?
Yes. Customs duties are applied on orders of all quantities for non-EU countries. No customs duties are applied for EU countries.
I have been charged customs duties. Is this right?
We remind you that customs duties are applied on orders of all quantities for non-EU countries.
For further information, please visit the SHIPPING INFORMATION section.
Is the purchase safe?
Yes. We also provide our customers with secure payment methods such as PayPal.
I'm a foreign company with a VAT number. How do I deduct the Italian VAT on the total?
Italian VAT is automatically deducted in the basket following login for all EU and non-EU companies with a valid VAT number who choose to have their orders delivered by Ripastore.com.
If you choose to make your collection at the warehouse in person, the VAT will not immediately be deducted, but refunded at a later date, if you provide proof of delivery or customs clearance outside Italy.
VAT will not be deducted under any circumstances if the final destination is in Italy.
I'm a private consumer in a non-EU country. How do I deduct the Italian VAT on the total?
Italian VAT is automatically deducted in the basket following login for all private customers who reside in non-EU countries with a valid VAT number who choose to have their orders delivered by Ripastore.com.
If you choose to make your collection at the warehouse in person, the VAT will not immediately be deducted, but refunded at a later date, if you provide proof of customs clearance outside Italy.
VAT will not be deducted under any circumstances if the final destination is in Italy.
I haven't received any invoices for my purchases.
Upon receipt of payment for each order, we upload the invoices into the customer's reserved area in the section of the order in question.
Why is Italian VAT applied?
B2C (company to private consumer) sales regulations regarding EU countries state that the VAT applied is that of the country where the company is based. This, however, does not apply to B2B (company to company) sales, where Italian VAT is deducted.
Why does the invoice say “deposit” even if I have paid the full amount?
The wording on the invoice is correct. We proceed as follows:
- As we do not physically have the items in our possession because they are ordered by the customer from a supplier, we issue an invoice called DEPOSIT with the total amount of the order indicated.
- We then issue a DEFERRED invoice, or billing invoice, which includes a zero total.
How can I pay?
For payment methods, please visit the section TYPE OF PAYMENT
Is there a surcharge for purchases using PayPal?
No. Our store does not request a surcharge for PayPal payment.
Is it possible to pay cash on delivery?
No. Cash on delivery is not a valid form of payment method for any amount.
For payment methods, please visit the TYPE OF PAYMENT section.
Can I get an additional discount on the online price?
It is possible to request an additional discount for orders over €5,000. Our customer services will evaluate each individual request and will apply a discount on a case by case basis.
We're a company. Do you have a dedicated price list for professionals?
Professionals may request an additional discount for orders over 50 m2. Customer services will evaluate each individual request and will apply a discount on a case by case basis.
We also invite professionals to subscribe to our newsletter: special offers and dedicated discounts are often sent to our loyal partners.
How do I redeem my discount code?
Simply enter the code in the box provided when you order. Each coupon has an expiry date and is linked to a minimum amount.
My discount code doesn't work.
Each coupon has an expiry date and is linked to a minimum amount. If the coupon has been redeemed after its expiry date or for an amount less than the amount agreed with an agent, it will not work. Please contact customer services for further clarification.
How does the return policy service work?
For a detailed description of the right of withdrawal, please visit the section RIGHT OF WITHDRAWAL
Can I always return items?
The right of withdrawal is reserved exclusively for natural persons and cannot, therefore, be exercised by legal persons.
The customer has a period of 14 (fourteen) days from receipt of the delivery (a delivery note will be considered as proof) to withdraw from the contract.
For a detailed description of the right of withdrawal, please visit the RIGHT OF WITHDRAWAL section.
