FAQ's Page

Frequently Asked Questions

Covid-19 National Lockdown

We at Italtile Retail stand in solidarity with the initiatives undertaken by our Government to curb the spread of Covid-19, and all directives received from the State President will be adhered to whilst we explore options that are in the best interests of our employees, our customers, and our business.

Are you open for business?
Yes, our showrooms and online shopping are open. We will endeavour to provide you with the best service possible, whilst placing health and safety, and our customers, at the forefront.

When are you open?
Our showroom trading hours are available to view here.
Online shopping is available 24 hours a day.

Which products will I be able to buy?
All our products may legally be purchased during the current lockdown regulations both in our showrooms and on our website.

Do I have to wear a mask when visiting your showroom?
Yes; as per government regulations all persons in public spaces must wear a cloth face mask or homemade item that covers the nose and mouth, and you will be required to wear a mask in our stores to enhance your and our other customers’ safety.

What measures are you taking to ensure customer and staff safety in your showrooms?
We are following all government regulations to enhance your safety and staff safety while you are shopping instore or online including screening, social distancing and appropriate hygiene practices.

How does your “Click and Collect” service work?
For your convenience, and in order to minimise time in-store, you can browse and purchase all our products through our online store and then collect in-store at your closest Italtile dispatch counter.
Should you require any assistance, please contact us on 010271 2272 or [email protected]

What should I do when receiving a delivery that I have purchased online or in a showroom?
Our delivery teams will wear masks and will follow social distancing guidelines. You or anyone receiving your delivery on your behalf will be required to wear a mask whilst the delivery is taking place. Please ensure you have your own pen handy to sign the delivery slip. Please also wash or sanitise your hands before and after the delivery.

Should I disinfect the products that I have received via delivery or collected instore?
Yes. We recommend that you use a non-corrosive disinfectant or a sanitiser containing at least 70% alcohol to wipe down receipted product. Packaging material (including cardboard and plastic) should be safely discarded and you should wash your hands thoroughly for 20 seconds after handling the packaging material.

Our full range of products is also available to view and order through out website. Deliveries are available along with a full click and collect service.
We offer a range of payment options, including all major cards, EFT and instant EFT, so you can secure your stock prior to collection.

Please contact us on 010271 2272 or [email protected] should you require any further assistance.

I'm experiencing technical difficulties on the site. What can I do?

Please call our helpline on 010 271 2272 or send an email to [email protected]. We're here to help any way we can.

I'm battling with paying online. Where can I get help?

Call the Italtile Webshop customer support agents on 010 271 2272 (Monday to Friday, 08:00 to 17:00) or send an email to [email protected] and we'll get back to you as quickly as we can.

Can I pay by credit card only?

No, when placing an order on the Italtile Webshop you can pay using your Visa, MasterCard or Amex credit or debit card. We also cater for electronic funds transfers (EFT) although the delivery time will be slightly extended in those cases due to differing, bank-dependent clearing times. Instant EFTs are available through Ozow. We cover the additional costs involved with this payment method.

  • Italtile bank details for EFT payments:
  • Italtile Webstore
  • Account: 120 4544 956
  • Branch 145 405
  • Nedbank JHB Corporate Client Services
  • Please send proof of payment to [email protected]

How is my credit card data secured?

The Italtile Webshop is protected by an SSL certificate which secures all content and personal information that you may enter on the site.

Secondly, all credit transactions are processed through a secure payment gateway (iVeri) and are verified by the cardholder with the use of a one-time pin due to full 3D Secure verification.

What is 3D secure?

3D Secure is designed to be an additional security layer for online credit and debit card transactions. Each bank supports their own version, which confirms the identity of the cardholder at the time of purchase. Examples of these are, "Verified by Visa" and "MasterCard Secure Code".

Before payment is confirmed, you will receive a One-Time-Pin (OTP) from your bank. This code will then need to be entered onto the website and verified by your bank. 3D-Secure only needs to be activated once, per card that you own, to be able to shop online safely and securely on all e- commerce websites. The following are links to 3D-Secure activation pages, provided by your bank. Please choose the bank that your credit card was issued by:

  • FNB
  • Already registered for 3D Secure?

    Excellent! If you have already registered or activated your card for 3D Secure with FNB, then proceed to checkout and follow the prompts. A One Time Pin (OTP) will be sent to you via SMS or email. Enter this OTP on the checkout screen, and click "Submit" to process your transaction.

    No, I have not registered or activated my card as yet.

  • If you're an FNB customer and you know that your card has not yet been activated for 3D Secure, simply do the following:
    • Login to your FNB online banking profile
    • Select the "My Bank Accounts" tab
    • Select the "My Bank Accounts" tab
    • Click on the "Activate Now" link in the "Online Secure" column
    • You will be sent an OTP via SMS or email
    • Enter this in the OTP field and Submit
    • Once done, your card will be activated for 3D Secure

  • Still having issues? Please visit FNB online or call them on (011) 369-2999

  • ABSA
  • Absa cardholders no longer need to register/activate 3D Secure. Just proceed to checkout and follow the prompts.
    • A One Time Pin (OTP) will be sent to you via SMS or email.
    • Enter this OTP on the checkout screen, and click "Submit" to process your transaction.
  • Still having issues? Please visit Absa online or call them on (011) 354-4058

  • Nedbank
  • Nedbank cardholders no longer need to register/activate 3D Secure. Just proceed to checkout and follow the prompts.
    • You will see a screen requesting you to confirm your cellphone number so that a Nedbank Approve-it™message can be sent to you.
    • As soon as you receive this SMS, you can authorize the transaction by pressing one of the following options on your cellphone: 1 to accept the transaction and proceed with payment 9 to reject the transaction and cancel the payment
  • Still having issues? Please call them on (011) 710-4332

  • Standard Bank
  • Standard Bank cardholders no longer need to register/activate 3D Secure. Just proceed to checkout and follow the prompts
    • A One Time Pin (OTP) will be sent to you via SMS or email.
    • Enter this OTP on the checkout screen, and click "Submit" to process your transaction.
  • Still having issues? Please visit Standard Bank online or call them on (0861) 201-311

  • Capitec
  • Already registered for 3D Secure?

    If you have already registered or activated your card for 3D Secure with Capitec then proceed to checkout and follow the prompts. You will need to enter your memorized SecureCode password on the checkout screen and click "Submit" to process your transaction.

    No, I have not registered or activated my card

    If you're a Capitec customer and you know that your card has not yet been activated for 3D Secure, please click here

  • Investec
  • If you are an Investec cardholder, please use your credit card pin when prompted to submit the One Time Pin (OTP) in the checkout and click "Submit" to process your transaction. Still having issues? Please call Investec on (011) 286-9663
I no longer want to receive the newsletter. What can I do?

Please click on the unsubscribe link at the bottom of the last newsletter you received. You will be taken to a page where you can confirm that you wish to unsubscribe. Alternatively, if you have a registered Italtile Webshop profile, you can log in to "My Account" and update your newsletter subscription preferences.

My contact details have changed. How can I amend my profile?

To update your name and email address, log in to "My Account", click on the "Account Information" tab, enter your new details and press the "save" button. You can change your address details or add additional delivery addresses by clicking on the "Address book" tab within the "My Account" section of the site.

How do I go about buying on the Italtile Webshop?

Browse: Use the website's drop-down mega menu to navigate to the category that interests you and browse the inventory within the category using the filters on the top of your screen to refine your search. Another alternative is to use the search bar on the top of the screen to quickly find what you are looking for.

Buy: Once you've found a product you like, select your required quantity and click the "Add to Cart" button. At this point, you can either continue shopping or proceed to checkout for payment. You are able to add more than one item to our cart.

Once you are ready to pay for the items in your cart, click on the cart icon on the top right-hand side of the page. That will show you all the items you have put into your shopping cart, including the quantities and installation products you have selected. If you're happy with your choice, you can click the "proceed to checkout" button. If you don't yet have an Italtile Webshop account or aren't already logged into your account, you will be taken to the account login/ register page. If you don't yet have an account with the Italtile Webshop you are able to proceed with our purchase as a guest.

For existing customers – login to your account using the email address you used when you set up your account, and your password. Once you are logged in – you will be presented with your shopping cart items once again. Click proceed to checkout and you can then select or enter your delivery address, select your delivery option and choose which quote you prefer. Finally, you will need to enter your payment information and pay.

Delivery: Italtile will deliver within 14 working days depending on where you live. Please refer to our Terms and Conditions for detailed information on our delivery estimates. We deliver to your door or building site using either our national courier partner or one of our showroom trucks. Please remember that we only deliver during business hours (no weekends or public holidays). Deliveries across South African borders will be quoted on an individual basis and will have unique lead times.

I'd like to return an item. How do I go about that?
  • Please contact the client service line on 010 271 2272 or email us at [email protected] and we will deal with your query.

  • In order to be eligible for a credit, all items must be in their original packaging and in a sellable condition.
  • You are welcome to return the stock to your nearest showroom and they will process the credit for you after inspecting the stock.
  • If you would like the stock to be collected, we will supply you with a transport quote based on the weight of the stock, for your approval. This cost will be for your account.
  • Within 10 business days of the returned item having been cleared by Italtile quality, the money will be refunded back in the form of payment you used to pay for the order (either EFT or Credit Card); unless you specified that you want store credit or to simply swop the items for something else.
I received a damaged item and I want to exchange it. What is the process?

Should one of your items be damaged or broken during delivery, please contact the customer service agents on 010 271 2272 or send an email to [email protected] within 24 hours of the delivery taking place and we will arrange for the item to be replaced. If the damaged product is noticed during the offloading of your delivery, please make a note on the delivery documentation.

I missed the 90-day cut-off time for returns, but I'd still like to return some stock. What else can I do?

Please phone the client service line, 010 271 2272 or email your request to [email protected] and we will deal with your query.

I accidentally put a product in my cart and paid for it, although I don't actually want it. What can I do?

If you've already gone through checkout, you'll have to call the helpline on 010 271 2272 and we'll happily arrange to reverse the payment if the stock has not yet been delivered.

I've returned something. How long will it take for my account to be credited?

After we've received the return and processed it, it takes up to 10 working days for you to receive payment. Credits to your Italtile account are likely to be quicker as Italtile is in control of the entire credit process.

I've been sent the wrong products. What now?

Please call the helpline as soon as you realize the error on 010 271 2272 or send an email to [email protected] and we'll gladly exchange your item for the correct one.

Please note that products need to be in a saleable condition and no credits will be processed for products that have already been installed.

Must I pay the return courier?

If a product has arrived damaged or if the incorrect product has been supplied Italtile will arrange for the collection of the stock and will cover the costs involved. If excess stock needs to be returned once installation has been completed, please email the Webshop with the quantities, using your invoice number as your reference. Based on the total weight of the stock being returned, a competitive quote will be sourced for your approval. Alternately, you can return the excess stock to our nearest branch.

International Orders

A dedicated design consultant will be assigned to create quotes and assist with any product queries you may have.

We will arrange your international delivery and the export documentation required. In certain circumstances, invoices excluding VAT can be supplied.

Consumer Goods and Services Ombud

Should you feel that your dispute has not been adequately resolved by Italtile you may contact the Consumer Goods and Services Ombudsman contact center on 0860 000 272 or online at http://www.cgso.org.za/

The colour of my product appears to be different to that in the picture on the website

The images on our website are either photographs or digitally created images of the actual product, created from the image files used by the factory during the manufacturing process. Although minor shade variation is inherent in many products, including manmade porcelain, glass and ceramic tiles, consideration should be given to the fact that not all computer monitors are calibrated equally and, although every endeavour is made to reproduce colours exactly, you may experience colour variances in images from computer display to computer display.

Colours can be verified by ordering a sample from us. If you have any questions, please send an e-mail to [email protected] or contact us on 010 271 2272 .