questions and answers

If your delivery is incomplete, please contact us immediately at service@tirocco.com or +49 89 215403520. We will send you the missing items free of charge.

In such cases, please contact us immediately at service@tirocco.com with a photo of the incorrect item or call us at +49 89 215403520. We will cover the return costs and send you the correct item free of charge.

If you receive a damaged item, please contact us immediately at service@tirocco.com with a photo of the affected item or call us at +49 89 215403520. We will cover the return shipping costs and send you a new item free of charge. If you do not want a replacement, we will refund your money.

You must return the goods within fourteen days. Unless we are at fault, you will be responsible for the shipping costs, which are estimated at a maximum of around €45 per package. Please use the cancellation form for the return.

You must return or hand over the goods to us immediately, but no later than fourteen days from the date on which you notify us of the cancellation of the contract.

You will bear the direct costs for returning the goods. For items that cannot be returned by post due to their nature (freight goods), the return shipping within Germany is estimated at a maximum of around €45 per package. The costs for return shipping from abroad can be higher than €45.

If you cancel the contract, we will refund all payments that we have received from you, including delivery costs. This does not include additional costs that arise if you have chosen a more expensive delivery method than our cheapest standard delivery. The refund will be made promptly, but no later than fourteen days after receipt of your cancellation notice. We will use the same means of payment that you used for the original payment, unless something else was agreed with you. Under no circumstances will you incur any fees for the refund. We may withhold reimbursement until we have received the goods back or you have provided evidence that you have returned them - whichever occurs first. Samples will not be refunded.

Processing returns can occasionally take a little longer. This may be due to a lack of staff or a high number of returns.

An exchange is carried out in two steps. First, you contact us by email or telephone. We will then send you the cancellation confirmation with further instructions. As soon as we have received the goods back, we will refund you the amount as quickly as possible. You can then simply order the desired item again in our shop.

The following payment options are available in our shop:

• Paypal
• credit card
• Bankcontact
• ideal
• Apple Pay
• invoice with Klarna
• advance payment

You can find further information about the payment methods here .

Please first check your spam folder, as the invoice may have ended up there by mistake. You should also check the email address you used to place your order. If you cannot find the invoice there, please contact our customer service at service@tirocco.com or +49 89 215403520. We will be happy to help you and provide you with a copy of the invoice. Please make sure that your contact details are correct so that we can resend the invoice to you.

Check your payment details again to make sure you have not accidentally mistyped them. If not, consider an alternative payment method. If that doesn't work either, contact our team at service@tirocco.com or +49 89 215403520 - we will find a solution together.

If this is the case, you should double check that you have made the payment. After checking, you can simply ignore the email as there may have been a delay in receiving the payment.

If you have accidentally transferred too much money to our account, please contact us at service@tirocco.com or +49 89 215403520 so that we can find a solution together. We will transfer the excess amount back to you as quickly as possible. Please note that, depending on your bank, it may take a few days for the money to be credited to your account. We also ask you not to make any further payments to the same account until the matter has been resolved in order to avoid any possible confusion.

You can cancel orders as long as you have not yet received a shipping confirmation. If you would like to make changes to your order and it has already been completed, please contact our customer service at service@tirocco.com or +49 89 215403520.

Make sure you have completed your order completely. If this is the case, simply contact us at service@tirocco.com or +49 89 215403520.

Basically, you should always try to order via the online shop. If you encounter any problems, you can contact us at service@tirocco.com or +49 89 215403520 - we will be happy to help you.

Shipping is free for orders over €300. You can also send us an inquiry for orders over €600. You can also become a regular customer and secure individual discounts. Simply send us an inquiry here .

The DURAL products are basically made of the same material as the no-name products. The main difference is in the punching of the perforated legs. The punched square shapes of the no-name products are slightly wider. Since a little less material is used here, we can offer these rails at a lower price. The DURAL branded products are therefore considered to be somewhat more stable.

No, there are no corner pieces for the angle profiles, as the profiles are either installed end to end or with a mitre cut.

It is advisable to choose profiles that are 1-2 mm higher than the tile thickness. The reason for this is that the tile adhesive penetrates through the perforated legs of the profiles and adds some extra thickness.

Unfortunately we do not offer cuts. Only the lengths offered in our shop are available.

When you place an order, you can automatically create your own customer account under “My Account”.

If you scroll all the way down in the online shop, you will find the registration form for our newsletter. If you want to unsubscribe later, you can simply click on the "Unsubscribe from newsletter" link at the bottom of the newsletter email and unsubscribe there.

You can easily change your data by clicking on your account and selecting the sub-item "Personal data". There you can adjust all the information as required.

In your account, click on the “Address” subsection to change your address.

Simply click on “Forgot password” to reset your password and select a new password.

If you would like to delete your account, simply contact us at service@tirocco.com. We will then take care of the deletion.

You can reach us from Monday to Friday between 8:00 a.m. and 12:30 p.m. and 1:30 p.m. and 5:00 p.m. at service@tirocco.com or +49 89 215403520.

We currently do not offer any vouchers for our shop.