Questions and answers

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

In such cases, please contact us immediately at service@tirocco.com or +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 or +49 89 215403520. We will cover the return 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. If there is no error on our part, you are responsible for the shipping costs, which are estimated at a maximum of around €45 per package. Please use the withdrawal form for the return.

You must return or hand over the goods to us immediately, but at the latest within fourteen days from the day on which you inform us of the revocation of the contract.

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

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; under no circumstances will you be charged any fees for this repayment. We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earliest. Samples will not be refunded.

The processing of returns can occasionally take a little longer. This may be due to a lack of staff or a high number of returns, for example.

An exchange is a two-step process. First, you contact us by e-mail or telephone. We will then send you the confirmation of withdrawal 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 store.

The following payment options are available in our store:

• Paypal
• Credit card
• Bankcontact
• iDeal
• Apple Pay
• Invoice with Klarna
• Pre-payment

Further information on the payment methods can be found here.

Please check your spam folder first, as the invoice may have ended up there by mistake. You should also check which e-mail address you used to place your order. If you cannot find the invoice there, please contact our customer service team 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 you the invoice.

Check your payment details again to rule out the possibility that you have mistyped them. If this is not the case, you should consider an alternative payment method. If that doesn't work either, get in touch with our team at service@tirocco.com or +49 89 215403520 - we'll find a solution together.

If this is the case, you should make sure once again 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 soon 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 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 team at service@tirocco.com or +49 89 215403520.

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

As a general rule, you should always try to order via the online store. 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 request a personalized offer in your shopping cart from an order value of €600. You can also become a regular customer and secure individual discounts. If you register your business with us free of charge, you will immediately receive a basic discount on all items in our store.

The Dural products are basically made of the same material as the noname products. The main difference lies in the punching of the perforated legs. In the Noname products, the punched square shapes are slightly wider. As less material is used here, we can offer these rails at a lower price. The branded products from Dural are therefore considered to be somewhat more stable.

No, there are no corner pieces for the angle profiles, as the profiles are either laid butt to butt or with a miter 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 a little extra thickness.

Unfortunately, we do not offer cut to size. Only the lengths offered in our store are available.

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

If you scroll to the bottom of the online store, you will find the registration form for our newsletter. If you want to unsubscribe later, you can simply click on the “Unsubscribe 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 details as required.

Click on the “Address” sub-item in your account 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 8:00-12:30 and 13:30-17:00 at service@tirocco.com or +49 89 215403520

We currently do not offer any vouchers for purchase.