FAQ Questions and answers

GENERAL INFORMATION

• What are our lead times ?
  ONLINE FACTORY STOCK Products are generally ready to ship within 1 to 4 working days. Some terrazzo batches may require 1 week preparation time.
  
  PRODUCTION ORDERS – approximate lead times:
  
  Cement tile orders: production 4-5 weeks (manufacturing, drying and hardening, quality control and packaging).
  
  Terrazzo / Granito orders: production 5-6 weeks (manufacturing, drying and hardening, polishing, quality control and packaging).
  
  Zellige orders: standard production 4-6 weeks. Priority manufacturing reduces production time to 2 weeks (subject to availability of unglazed tiles in selected shape/size/quantity).
  
  Zellige pre-positioned panels: lead times increase by 1 to 2 weeks per each 10m2 depending on the shape, quantity and type of panel.
  
  SHIPPING: Transport to the UK takes approximately 3 weeks from factory departure in Morocco.
  
  These lead times are indicative for standard products and orders. Lead times for larger orders and special request can be provided by our customer service team.
• Shipping and delivery
  Orders are shipped on pallets through an international logistics company. Each pallet can weight up to 600-800kg.
  
  MOSAIC factory has several lorries departing the factory (in Morocco) every week towards Seville (Spain), where our logistics hub is located.
  
  From Seville, orders are shipped to the country of destination, where they are redirected to the logistics centre that is closest to the delivery address.
  
  Upon arrival at the destination hub, clients are contacted to confirm the delivery day. Deliveries need to take place within 5 working days to avoid possible storage fees.
  
  Delivery information:

  • Tiles delivered on a pallet, to the pavement of the street.
  • The street must be accessible to a 12T delivery lorry with tailgate.
  • Unpacking of the pallet/transportation to the building site or on upper floors not included.
  • Delivery service: Monday to Friday. Specific time cannot be confirmed.
  • All deliveries need to be signed for.
  • If the pallet arrives damaged, please take pictures, note this on the delivery slip and contact us immediately.
• Minimum orders
  Tiles are shipped in full boxes only. The minimum order quantity varies depending on the type of tile and dimensions. During the online purchase process, you will be given specific details on the minimum order quantity for each product. As a guideline, minimum orders quantities are usually:
  
  Cement / Granito : 3 to 5 m²
  Terrazzo: 3 to 5 m² / Note: larger production tile orders require a minimum of 6 to 7 m²
  Zellige : 3 m²
• How can I place an order or get a quote including shipping costs?
  Order Online / Contact us / Visit a showroom
  
  The easiest and quickest way to get a quote and place an order is to follow the online buying process which will give you answers to most of your questions. The weight of the pallet(s) and shipping costs will be calculated prior to check-out.
  
  You can also contact our Customer Service team by email or phone from Monday to Friday, or come into one of our showrooms, and we will be happy to assist you.
  
  Each online order is reviewed by our team. Upon confirming the order, clients are contacted if any areas of concern are detected, or information is required. An order confirmation email containing the order number is sent prior to shipping or start of production.
• I cannot find the design/finish/size I like on the website; reproductions.
  If you are unable to find the design, finish or tile size on our website, please contact us. While it may not be shown online, other options are available at our factory.
  
  Bespoke patterns, moulds or textures based on your inspiration could be discussed.
  
  At Mosaic factory we manufacture bespoke tiles, designs and slabs. We can recreate any design in cement tiles, terrazzo or granito and customise all our products.
• Branding: having my brand, logo or colour on Mosaic factory tiles.
  MOSAIC factory has been creating branded products for over 15 years: a company logo embedded in a cement tile, a key word or image made into a bespoke Zellige mural, a 3D “stamp” of a product or logo within the surface of a Zellige tile or the creation of a bespoke colour to match your branding.
  
  Our Customer Service and factory based Technical Teams will be able to assist with your project.
• MOSAIC ethics and the environment.
  The environment
  At our factories, in the industrial zone of Tangier:

  • We minimise wastage by re-using a large part of the materials.
  • We maximise the use of natural resources by redirecting heat and energy for drying and hardening processes.
  • All our factories are equipped with wastewater purifying systems so that it can be recycled.
  • Most of our raw materials are sourced locally, minimizing carbon footprint.
  • Our marble is sourced from discarded slabs or “by-products” from quarries, reducing waste.
  • The Granito and Terrazzo glass aggregates are mainly recycled from used bottles.
    
    

  The people
  MOSAIC factory has adapted and modernised traditional manufacturing processes to improve product quality as well as the working conditions of the employees.
  
  Social rights of our employees are fully implemented at our production sites.
  
  Handcrafted processes have been improved using new tools to ease the handling of heavy materials as well as providing comfortable and well-equipped workspaces, with automated tools and in-house developed machines and processes.
• How to order samples
  10x10cm plain colour samples with indicative textures/colours are available for most of our collections. Colour samples can be ordered online here:
  https://m.mosaicfactory.com/samples-shop/ or requested by email or phone. Samples are sent worldwide using DHL.
  
  Samples may also be purchased from our showrooms.
  
  Larger full-size sample tiles can be requested, either from our factory stock or made to order. These samples will incur an extra cost. Contact our customer service department to confirm options and costs.
  Colour samples are always indicative. All MOSAIC factory products present variations in tone and finish. Tiles ordered may show variations, even within a batch, and compared to samples received.
• Can I pick up my order in the showroom?
  Stock and production orders are shipped directly from our factory in Morocco, via Spain, to the destination address.
  
  Our London Showroom is an exposition of our products, where we display our range and offer samples to customers.
  We cannot store orders or accept customer deliveries to our showroom.
  
  Clients may organise their own shipping out of our logistics hub in Seville (Spain).
• Payment conditions and returns
  Payment, return and refund information can be found in our Terms and Conditions.

MOSAIC FACTORY TILES: EXTERIORS, SHOWERS, FLOORS, WALLS, HIGH TRAFFIC AREAS.

• Outdoor use: Cement / Terrazzo / Granito / Zellige.
  For exterior installation of any type of tile, the most important aspects to take into account are : appropriate installation, possible frost conditions and UV sensitivity.
  
  Outdoor use: Cement / Terrazzo / Granito tiles

  • All our cement and marble-based products (Cement Tiles, Granito and Terrazzo) are traditionally installed indoor but have also been used outside. The installation has to be done on a stable and rigid sub-surface that has no humidity.
  • The installation should be done with double bonding, leaving a minimum of 2-3 mm between tiles for grouting.
  • It is important not to leave any gaps of air, which could potentially be filled with water. When frost occurs, this can cause tiles to crack or chip.
  • The appearance of the tiles will evolve with use, sun and weather exposure.
  • Certain colours, blues and greens in particular, are more sensitive to UV exposure and will fade or change quicker than other tones. Ask for the list of UV sensitives colours.
    
    

  Outdoor use: Zellige tiles
  
  Zellige tiles are regularly used outside in areas with a warm and stable climate only. In frost prone areas, we do not recommend the use of Zellige Tiles even if all precautions are taken during the installation.
• Tiles in showers or wet areas: Cement / Terrazzo / Granito / Zellige
  All of our products have been used in showers or wet areas however Zellige tiles are the most suited / recommended. Our cement, granito and Terrazzo tiles are a porous material, generally not recommended for installation inside showers, and if used you should take into account the following points:
  
  

  • The tiles themselves do not provide waterproofing. The floor and walls of the shower should be waterproofed (tanked) prior to the tile installation.
  • Grout suitable for wet environments should fully fill all gaps to prevent water being absorbed through the edges or back of the tiles which will lead to moisture stains.
  • Shower floors: a slope is necessary to prevent water stagnating which can lead to humidity / residue marks. A stable and rigid subsurface is very important.
  • Cement, Granito and Terrazzo tile surfaces are smooth, the tile surface will be more slippery when wet.
  • Zellige tiles are glazed but the small size, irregular finish and variations of flatness and thickness will naturally improve slip resistance. Like any surface, they will be more slippery when wet. Special Zellige tiles providing extra grip can be manufactured on request, please refer to our Zellige Special Pieces section.
  • Cement based tiles are sensitive to acids so never use acid-based products on or near the tiles. Please refer to our installation and maintenance guidelines. Zellige Tiles are glazed ceramics which can be cleaned with any product.
    
    

  Specific info for our cement-based products (Cement tiles, Granito and Terrazzo):
  
  

  • When there is a high level of humidity that needs to evaporate through the tiles (water leaks behind tiles for example), moisture stains may appear (water drags minerals that settle beneath the surface).
  • The treatment, porosity and durability of cement based tiles are similar to natural stone, marble and other polished cement surfaces. The tiles should be cleaned with ph. neutral soap only, no limescale remover or similar. The tiles remain a porous material, therefore it is recommended not to use hair dye or other highly pigmented products as they could stain the tiles.
    
    
• High traffic, public areas or places prone to stains: Cement / Terrazzo / Granito tiles.
  For high traffic areas, public places or if you are concerned about staining and maintenance, it is recommended to use Terrazzo or Granito tiles. These tiles can be polished (eliminating a thin surface layer) to renew their original beauty if damaged, stained or aged.
  
  Cement tiles are slightly more porous and do not contain aggregates so marks are more visible and cement tiles cannot be polished. When using cement tiles in high traffic areas, crystallisation is recommended after installation.
  
  Crystallisation is a chemical and mechanical process that needs to be carried out by a stone or marble specialist. Usually done on marble surfaces, this process can be done on Cement, Granito and Terrazzo tile floors. It hardens the surface and increases the resistance to stains. As a result, the surface is shiny and more slippery.
• Zellige tiles for floors
  Zellige tiles have been used traditionally on floors in the Mediterranean area. When used on floors, these tiles provide a unique aspect, combining a rustic with a modern appearance.
  When installing Zellige on floors, it is important to install the tiles without leaving any gaps beneath to limit the risks of breakage. A small gap should be left between tiles to allow for movements and flexible grout should be applied.
  
  The Zellige tile surface or exposed edges can be affected by usage/impacts (falling objects, heels, etc), resulting in cracks or chipping of the enamel. Eventually some chipping or cracking will appear as the floor ages.
  As a Zellige flooring is composed by a lot of small unique tiles, the cracking or chipping will not show negatively, but rather give the surface a “lived-on” charming and rustic appearance. This is the normal evolution of this type of floor.
  
  Mosaic Factory’s Zellige have been used on floors in private bathrooms, as well in shops and commercial areas.
• Underfloor heating
  Cement, Granito and Terrazzo tiles are often used with underfloor heating.
  
  

  • The tiles are made of cement and marble, which transfer the heat effectively when fixed and glued correctly to the subfloor. Specific adhesive and grout filler for heated floors should be used (usually flexible).
  • It is preferable to maintain a minimum grout joint of 2-3 mm between the tiles, so that the grout absorbs any movement or expansion.

  Zellige tiles can be used with underfloor heating. However, it should be noted that these handcrafted porous clay tiles may not transfer heat as effectively as other materials. Specific installation recommendations for heated floors should be followed, as well as the specific information of “Zellige on floors” found in our FAQs.

PRODUCT DETAILS, TECHNICAL INFO, INSTALLATION, STAINS AND CRACKS.

• Cement tiles: definition
  Cement tiles have been around for more than 150 years, with its origin in the Mediterranean countries. They can last for a long time with the right care.
  
  Their charm lies within the character and patina created through the use and wear, as well as the handcrafted nature of the tile. Many poets and philosophers as well as modern design entities have been inspired and charmed by this product used in the old houses and spaces around the Mediterranean. They constitute one of the only options when looking for long-lasting patterned floors.
  
  Cement tiles are made with marble powder, cement, pigment and water. They are casted in a mould and pressed, then left to dry and harden for approx. 3-4 weeks.
  
  These tiles, used for floors and walls, are a porous material. Just like marble or other natural stones, they have to be sealed and cared for with Ph neutral products only.
  
  The resistance of the tiles to stains increases with time and the appropriate care. The use of the floor, the regular cleaning with appropriate products will nourish the tiles and create a protective surface layer.
  
  Just like marble or wood, these tiles will get some stains and marks with use (which are less visible the busier the pattern is). This is what creates the character of the floor and constitutes the patina.
  
  The beauty of these tiles lies also within the variation of shades that you will find within one colour.
  
  For a more resistant alternative to cement tiles view Granito tiles
• Terrazzo tiles: definition
  Mosaic factory terrazzo is manufactured with Marble pieces and in some collections with glass aggregates.
  
  These decorative elements are mixed with a base of cement, marble powder, pigment and water, which will bind the aggregates together.
  
  The final stage of the Terrazzo manufacturing is the polishing, where the aggregates and chips are unveiled, showing the beauty of the Terrazzo.
  
  The decorative layer has a thickness of 5-10mm, which means that the tiles can last a long time, and can also be polished or sanded down if in need (when tiles are damaged or deteriorated).
  
  This great advantage of Terrazzo tiles makes them the perfect flooring for high traffic areas or for customers that look for longevity and resistance.
  
  Terrazzo is a porous material and just like marble or other natural stones, has to be sealed and cared for with neutral products only.
  
  For more information, contact our customer service team.
• Granito tiles: definition
  Granito tiles are fine-grained Terrazzo. They are manufactured in the same way as Terrazzo and present the same characteristics. View “What are Terrazzo tiles?”
  
  These highly resistant tiles have been created as a less delicate alternative to patterned cement tiles. The surface layer is reinforced with marble or glass chips, allowing for polishing.
  
  Granito tiles can be manufactured in many different patterns, customizable on our simulator. Granito tiles patterns are usually simpler, due to the presence of chips in the mix, which makes very thin or extremely straight lines difficult.
  
  For more information, contact our customer service team.
• Zellige tiles: definition
  Zellige tiles are traditionally handcrafted with non-refined natural clay extracted from the Fez region in Morocco. The clay is kneaded with water, moulded by hand, dried naturally and fired in a kiln. Glaze is then applied to the surface of the raw tile called “biscuit”, in multiple semi-transparent shades creating a pearlescent, metallic, volcanic or opaque finish.
  
  The final step of Zellige production involves cutting the glazed pieces into an endless collection of tile shapes and sizes.
  
  Zellige, also known as Zilij or Zelij, is characterized by variations of tone, shine, size, thickness, flatness, transparency and depth of the glazing as well as a surface texture with irregularities.
  
  Every Zellige tile is unique in its characteristics, as it is not industrially manufactured.
  
  These tiles and the handcrafted process of manufacturing allows for the creation of custom patterns, designs and panels.
  
  For more information, contact our customer service team.
• Installation and maintenance advice
  This information is available on the product website:
  
  Cement tiles Installation and maintenance
  
  Granito tiles Installation and maintenance
  
  Terrazzo Installation and maintenance
  
  Zellige tiles Installation and maintenance
• Zellige: dimensions and grout space
  Zellige tiles always vary in size and shape (handmade). Rounder or more complex tile shapes such as the FISH will show greater variations from tile to tile. For this reason, a wider and more irregular grout space is generally needed to adjust tile placement. Also, planning the layout beforehand is recommended. The same applies to panels which will also show more variations when using complex or rounded tile shapes.
• Stains on cement-based tiles?
  All cement and marble-based products (encaustic cement tiles, Granito and Terrazzo) are porous materials, which means that they can eventually stain. To limit stains, we recommend to apply sealer (reduces porosity), and regular cleaning with PH neutral soap and wax to build up a protective layer over the tiles. The more use the tiles experience, the more cleaning and passage, the quicker a “patina/protective layer” will build up. Newly installed cement tiles are more sensitive than older or used cement tiles, therefore we recommend more care initially.
  
  Granito and Terrazzo tiles are polished at the factory. This closes the pores making the tiles more resistant.
  
  If Cement tiles have aged or stained, they can be cleaned with a buffing machine with fibre disk (non-abrasive), water and soap. You can also consider dedicated cleaning products that we offer.
  
  

  • Cleaner for household use *
    
    
  • Industrial cleaner *
    
    

  This cleaning technique is also recommended for Terrazzo and Granito surfaces.
  
  See explanatory video.
  
  Abrasive polishing: When a Granito or Terrazzo floor has stained or aged, it can be restored through an abrasive polishing. This will remove a thin surface layer restoring the original aspect of the tiles.
  
  To increase protection, the floor can be crystallised. This process should be carried out by a stone or marble specialist. This process will make the floor shiny and more slippery. Please consult a specialist for more information.
  
  View installation and maintenance for more info and prevention of stains:
  
  Cement tiles Installation and maintenance
  
  Granito tiles Installation and maintenance
  
  Terrazzo Installation and maintenance
  
  For more information, contact our customer service team with images.
• Cracks on tiles?
  All of our cement, marble of clay tiles are inert mineral products. This means they do not change or evolve with time and do not spontaneously crack. Always review tiles before installation.
  
  The appearance of cracks reflects a shock or the presence of external tensions.
  
  Here are the main reasons for cracks appearing in floors tiled with Cement, Granito or Terrazzo tiles:
  
  

  • Bad installation for flooring, and leaving a gap between the tile and the subfloor, can create “weak spots” and cause isolated cracks.
  • Important changes in temperature combined with humidity.
  • Most common reasons of installed Terrazzo, Granito or Cement tiles floors with cracks:
    
    
    • Cracks that follow a path (that are continuous) between tiles or the grout. These cracks are due to subfloor or structural movement.
    • Hairline cracks could appear in cement-based products, with time, and are more visible when the floor is wet. These hairline cracks are only aesthetic and not structural and should not affect the strength and stability of a cement surface. Cement can get micro-cracks due to the use of a rubber hammer or other type of hammering when installing. Also, internal tensions during the curing process can express themself in the long terms. Hairline cracks are considered inherent characteristics of the concrete and cement material, and not a flaw.
    • When the cracks stop evolving (after some time, or when the structural movements settle), they will tend to get filled with dust or the cleaning products, with time minimizing their visibility.
      
      

  View installation and maintenance for pdfs and videos and prevention cracks:
  
  Cement tiles Installation and maintenance
  
  Granito tiles Installation and maintenance
  
  Terrazzo Installation and maintenance
• Technical product information, slip resistance and more.
  This information is available on the product website:
  
  Cement tiles technical sheet
  
  Granito tiles technical sheet
  
  Terrazzo technical sheet
  
  Zellige tiles technical sheet