New Terracotta

FAQs

Frequently Asked Questions.

Here are the answers to some common questions about New Terracotta

PLACING AN ORDER

CAN I BUY ONLINE?

We are not prepared to sell directly through our website. For ordering tiles, custom requests, pricing, lead times or other needs please email or call us so one of our Design Consultants can offer personal assistance.

DO YOU SHIP INTERNATIONALLY?

We have successfully supplied tiles for projects all over the world. We are happy to provide a shipping quote for international orders.

CAN I GET SAMPLES?

Yes, we understand the importance of coordinating all the elements for your project and are happy to provide samples during your selection process.
Multiple samples can be ordered to give a sense of colour range. When you are ready to place an order you can also provide an approved colour control sample to the factory. Our team will use your sample as a guideline but please remember there will always be colour variation.

HOW SHOULD I DECIDE WHICH TYPE OF TILE TO USE?

The application environment and the traffic levels it will experience will determine the type of tile you should select. Please contact us and we will direct you to the product that best suits your needs.

ARE THERE ANY MINIMUM ORDER QUANTITIES? DO YOU CHARGE A SET-UP FEE FOR SMALLER ORDERS?

There is a 3 sqm minimum order per colour. Because each order is custom made, a set-up procedure is required

SHOULD I ORDER EXTRA TILES?

Yes, we advise a 10% contingency on top of the minimum quantity needed. This overage allows for the possibility of breakage during installation, for greater range selection and extras in case of damage in the future. Always refer to your installer when determining quantities.

CAN I RETURN MY TILES?

Because we make our tile specially for you, returns are not accepted unless they are defective or damaged in shipping.

ONCE AN ORDER IS PLACED CAN I CHANGE IT?

Because each order is custom made, we cannot change it once it has gone into production. If you do have a change, please contact us immediately to see if we can help resolve the matter quickly.

WHAT WOULD BE THE MINIMUM LEAD TIME FOR EMERGENCY ORDERS?

If you need materials sooner for a rush order or job completion, please call and ask for a lead time specifically for you.
Although we keep a limited quantity of our most popular products on hand, we operate on a first come first served policy without discrimination. When your order is placed check with us what is the estimated lead time.

GLAZED TILES

PRODUCT UNDERSTANDING

WHAT IS A BISQUE?
When you look at a glazed tile from the side you can see 2 layers. The body of the tile, or largest layer, is called the bisque. The top layer is called the glaze.

WHAT IS A CRAQUELÉ?
Some tiles are intentionally induced to craze to produce what is known as a craquelé finish. Craquelé glazed tiles should not be used on kitchen counter tops or surfaces subject to heavy uses.

IS CLAY A NATURAL MATERIAL?
Clay is a natural and biocompatible material that naturally embodies extraordinary thermal and structural performances.

WHY OXIDE EXPLOSIONS HAVE SUCH A VARIATION?
Oxide Explosions tiles vary in colour and surface quality due to variations in glaze thickness and temperature during the firing process. This natural variation is intrinsic to their beauty.
To avoid misconceptions, we require that all clients approve the full variation within each reference.

WHY IS THE NOMINAL SIZE BIGGER THAN THE REAL SIZE?
During the production process ceramic tile will shrink, on average by 5 to 10% in size, depending on the clay type.

WHAT ARE SHEETED TILES?
The majority of our geometric designs can be divided into repeating components. These components are known as standard sheets. They fit together easily, requiring minimal or no tile cutting.

BESPOKE & CUSTOMISATION

CAN YOU REPRODUCE ANCIENT TILES?
Yes, we are quite well known for that. Please send us more information.

CAN I CUSTOMISE A PRODUCT?
Yes, we can customise tiles and objects to best fit your style.

CAN I USE MY OWN DESIGN?
Yes, you absolutely can. There are additional development charges and set-up fees applied to bespoke orders.

CAN I ORDER EDGE GLAZE TILES?
Yes, you can glaze edges. The edge selection you make will depend on your installation layout.

INSTALLATION & MAINTENANCE

ARE ALL YOUR TILES SUITABLE FOR ALL PURPOSES?
No. Some glazes are recommended for walls only. Some glazes are not suitable for use in swimming pools.
Please check for usage information in Glaze Guide.

CAN I MIX DIFFERENT COLOURS AND SIZES?
Many shapes and sizes can be used together. Please check Layouts information in Format Guide.

WILL SETTING TILES ON A DIAGONAL REQUIRE MORE MATERIAL?
Yes, typically more material is required when tile is set on a diagonal versus a straight-set. Please refer to your installer when determining how much material is needed.

WHAT SIZE DO YOU SUGGEST FOR GROUT SPACING?
New Terracotta tiles are sized to accommodate a 1 to 4 mm grout space, depending on the format. Many factors determine the size of a grout joint. It is important to discuss this with both your architect and installer and follow a jointing scheme.

DO I NEED TO SEAL THE GLAZED TILES?
In general, our tiles do not require sealing. However, tiles with craquelé glazes, in certain installations, should be sealed prior to grouting.

CAN I USE YOUR TILES AROUND THE FIREPLACE? ARE THEY HEAT-RESISTANT?
Our tiles are fired in kilns at very high temperatures. They can be used in fireplace installations and will not be damaged
by heat.

CAN I USE YOUR TILES IN THE SHOWER?
Yes, our tiles are suitable for wet applications. Please note that in regularly wet areas, such as showers, it is common for some tiles to darken and lighten as they become wet and then dry.

WHAT TILES CAN I USE IN A POOL OR FOUNTAIN?
We have several glazes suitable for pools. Please check for usage information in Glaze Guide.

CAN I USE YOUR TILES IN EXTERIOR APPLICATIONS?
We have had our tiles installed outside on vertical surfaces for several years now with no issues. We do not recommend using our tile outside on horizontal surfaces. Please contact us and we will help determine the suitability of our tiles for your exterior installation.

IS TILING WITHOUT GROUTING POSSIBLE?
In practice, tiling without grouting is not recommended. Even for cut edge tiles, minimum 1 mm and better yet, 2 mm grouting is recommended.

WHAT IS THE BEST WAY TO CLEAN MY TILES?
For everyday cleaning, simply use a pH-balanced natural cleaner to care for your tiles. We do not recommend the use of any acids to clean our tiles and it is always wise to test any other cleaning methods in an inconspicuous area of your installation.

HOW SHOULD I CLEAN MY GOLD AND PLATINUM GLAZED TILES?
Exactly the same way as per the other glazed tiles. Always avoid the use of abrasive cleaning pads.

COTTO TILES

PRODUCT UNDERSTANDING

IS CLAY A NATURAL MATERIAL?
Clay is a natural and biocompatible material that naturally embodies extraordinary thermal and structural performances.

WHY IS THE NOMINAL SIZE BIGGER THAN THE REAL?
Clay shrinks both during the drying process and the firing process. Cotto tile will shrink on average by 5% to 10% in size, depending on the clay body formulation and by the firing time and temperature.

INSTALLATION & MAINTENANCE

ARE ALL YOUR TILES SUITABLE FOR ALL PURPOSES?
No. High porosity is one of the cotto tile characteristcs. For this reason we do not recommend cotto tiles for pools, fountains nor shower flooring.

WHERE CAN I USE NEW TERRACOTTA COTTO TILES?
Fired to extremely high temperatures, the tiles are resistant to frost and excellent to store heat, making them suitable for both indoor and outdoor applications. Being non-slip and hardwearing they are also ideal for conservatories, pateos and swimming pool areas.

CAN I USE YOUR TILES AROUND THE FIREPLACE? ARE THEY HEAT-RESISTANT?
Our tiles are wood fired at very high temperatures. They can be used in fireplace installations and will not be damaged by heat.

CAN I USE UNDERFLOOR HEATING WITH NEW TERRACOTTA COTTO TILES?
One of the major advantages of terracotta tiling is that they are the highest recommended floor covering to use in conjunction with underfloor heating. During tiling, appropriate expansion gaps should be left between tiles by the edges of the wall, at certain intervals to cover up shrinkage and expansion caused by the floor.

IS TILING WITHOUT GROUTING POSSIBLE?
Tiling without grouting is not recommended.

WHAT SIZE DO YOU SUGGEST FOR GROUT SPACING?
New Terracotta Cotto tiles are sized to accommodate a 4 to 6 mm grout space. Many factors determine the size of a grout joint. It is important to discuss this with both your architect and installer and follow a jointing scheme.

ARE NEW TERRACOTTA COTTO TILES PRE-SEALED?
We always send our tiles in a natural state, therefore they must be always sealed upon installation. When needed, the
necessary treatment products can be sent along with the material but they would have to be applied on site.

DO I NEED TO SEAL THE COTTO TILES?
Yes. Sealing is essential to protect the beauty and ensure the longevity of any cotto tile.

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