FAQ Questions et réponses

General Information

What are our lead times?

Custom Cement tiles orders can be manufactured in 4 weeks (manufacturing, drying and hardening, quality control and packaging).

Custom Terrazzo and Granito orders, can be manufactured in 5 weeks. The manufacturing process is similar to cement tiles, with one extra stage; in factory polishing to unveil the beauty of the chips.

Custom Zellige orders can be manufactured in 6 weeks (standard manufacturing) or 2 weeks (express manufacturing).

If you wish to reduce lead times, you can op for “express Zellige manufacturing”, where we glaze the “bejmat biscuit “ in the colour of your choice. For Express manufacturing lead times are from 2 weeks.

If you wish to pre-position your order (for ease of installation), lead times increase 1 week per each 10m2 ordered for flexible panels, and 2 weeks per each 10m2 ordered for rigid panels.

All of our products available in STOCK are packaged and ready to ship within 1 to 4 working days.

Once the orders leave factory (you will receive an email advising of this) the transport lead times range between 7 to 15 working days.

Contact our customer service team for more information.
These are general lead times for standard product and average sized orders. They are subject to change.
Shipping and delivery
Your order will be placed on a Pallet, with a max weight of 600-800kgs per pallet.

We have several lorries that leave factory (in Morocco) on a weekly basis towards Seville (Spain), where our logistics hub is located.

Once in Seville, the orders get shipped towards the destination country, where they are redirected to the logistics center that is closest to the delivery address.

When the tiles are in their final logistics center, you will receive a call to arrange the day for the delivery. This should be arranged within 5 working days to prevent 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.
Approx. total shipping and delivery time 7-15 working days.

This is general information for standard products and average sized orders. They are subject to change.
Contact our customer service team for more information.
Minimum orders
How can I get a quote and order?

The most simple and quickest way to get a quote and place an order, is to follow the online buying process. Add your desired tiles to the cart and continue to the check out.

All online order will be reviewed by our team. You will receive an email when the order is confirmed and enters production (for custom orders) or is ready to be shipped (for stock orders).

You can also contact us per email or phone, or come into one of our showrooms, and we will be happy to prepare a quote for you.

Our contact details here.
I cannot find the design/finish/size I like on the website; reproductions

We may have the design, size or finish you wish available. Otherwise we can manufacture pattern dividers, molds or templates as per your creation.

In Mosaic factory we can manufacture bespoke tiles, designs and slabs. We can recreate any design in cement tiles, terrazzo of granite and customize all our products as per your needs.

Please contact us for a bespoke quote and more information on possibilities.
Branding: having my brands name, logo or color on Mosaic factory tiles
Mosaic ethics and the environment
The environment
In our factories in the Tanger export industrial Free zone in North Morocco:
- We minimize wastage, reusing a large part of the materials.
- We maximize the use of natural resource and re-use heat and energy for drying and hardening processes.
- All our factories are equipped with a wastewater purifying system so it is easily reusable.
- Most of our raw materials are sourced locally, minimizing carbon footprint.
- Our marble is sourced from discarded slabs or “byproducts” from quarries, reducing waste.
- The glass used as aggregates in Granito and Terrazzo, is mainly sourced from used or recycled bottles.
The people
Mosaic factory has been rethinking and modernizing the traditional manufacturing process since its beginnings, improving the quality of our product, but also improving working conditions.

The handcrafted process has been enhanced with tools that facilitate the handling of heavy materials as well as providing comfortable and well-equipped work spaces, with automated tools and proprietary machines and processes.
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?

Our factories and our Stock are located in Tangier (Morocco).

The showrooms are an exposition of products, where we display our range and offer samples to customer. We do not store orders or accept customer orders deliveries to our showroom.

All orders are shipped from factory to our logistic hub in Seville (Spain).

From there they are directly shipped to the destination address.

If you wish to pick up an order free of transport charge, you may do so in our logistics hub in Sevilla (Spain).
Payment conditions and returns

Usecase: Exterior, Showers, Floors, High Traffic

Exterior use: Cement / Terrazzo / Granito / Zellige

For exterior installation of any type of tile, the most important aspects to take into account are; proper installation, possible frost conditions and UV sensitivity.

1) All our cement and marble based products (cement tiles, granito and Terrazzo) can be used in exterior. The installation has to be done on a surface that has no humidity and that is stable (no movements). The installation should be done with bouble bonding, and proper grouting. Making sure not to leave any gaps of air, which could be potentially be filled with water and when frost occurs, can cause tiles to crack or chip. You should also take into account that some blue and green pigments used for these tiles are UV sensitive, and could fade with time. Ask for the list of UV sensitives colours.

There is an anti-slip option available, please consult.

2) Zellige tiles, are handcrafted of natural clay and then glazed. Zellige tiles have been used in outside areas in Mediterranean countries and Middle East region since centuries. As with any type of tile, the resistance and durability when placed outside highly depends on the adhesive used and the installation.
When placed in exterior areas, there is a certain wear and tear, that will cause the glazing to chip and crack, creating this rustic and charming look of traditional Zellige.

In frost-prone areas, the use of Zellige tiles in not recommended.

For more information view Installation and maintenance or contact our customer service.
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, any tile, do not provide the waterproofing. The base and walls of the shower should be waterproofed prior to tile installation.
- Grouts should be done properly; to prevent water penetrating the wall and cause moisture stains.
- When used in floors it is important to have a good slope to prevent water stagnation and penetration in the base.
Specific into for Zellige
- Zellige tiles are very often used in showers or wet areas as they are glazed tiles and can be cleaned with any product (including limescale remover).
Specific info for our cement based products (Cement tiles, Granito and Terrazzo):
- When there is a high quantity of humidity that needs to evaporate through the tiles (water leaks behind tiles, or other reason), this can cause moisture stains (water drags minerals that settle beneath the surface).
- The treatment, porosity and durability is similar to natural stone, wooden, marble and 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 tiles.
High traffic or public places: Cement / Terrazzo / Granito tiles

For high traffic, public places or when one is concerned about staining or maintenance, it is recommended to use Terrazzo or Granito. These tiles if damaged stained or aged, can be polished (eliminating a thin surface layer) and reviving the whole floor.

If you want to use cement tiles, we recommend you crystalize the floor after installation.

Crystallization is a chemical and mechanical process that is done by a specialist. Usually done on marble surfaces, this process can be done on Cement, Granito and Terrazzo. It hardens the surface and increases the resistance to stains. It also renders the floor shiny and more slippery.

For more information, contact our customer service team.
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. The gaps can cause cracks.
Shocks on Zellige (falling objects, heels, etc) can cause the glazing to chip.

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 and it is what created its long-term beauty.

Mosaic Factory’s Zellige have been used on floor in private bathrooms, as well in shops and commercial areas.

For more information, contact our customer service team.
Underfloor heating
Cement, Granito and Terrazzo tiles are often used with underfloor heating.
- These 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 being handcrafted, porous clay tiles, they 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.

What are Cement tiles?

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 mold 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 mechanical resistant alternative to cement tiles view Granito tiles.

For more information, contact our customer service team.
What are Granito tiles?

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.
What are Terrazzo tiles?

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.
What are Zellige tiles?

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
Zellige: afmetingen en voegruimte

Zellige tegels variëren altijd in grootte en vorm (handgemaakt). Rondere of complexere tegelvormen zoals de FISH zullen grotere variaties vertonen van tegel tot tegel. Om deze reden is over het algemeen een bredere en meer onregelmatige voegruimte nodig om de plaatsing van de tegels aan te passen. Ook is het aan te raden om de lay-out van tevoren te plannen. Hetzelfde geldt voor panelen die ook meer variatie zullen vertonen bij gebruik van complexe of ronde tegelvormen.
Stains?

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 PHneutral 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.

If Cement tiles have aged or stained they can be cleaned with rotative machine a fiber disk (non-abrasive) water and soap. This may restore the floor.

If Granito or Terrazzo has stained or aged, it can be restores by polishing (eliminating a thin surface layer).

To increase the protection we recommend to crystalize the floor, process done by specialist, very common in marble. This process will render the floor shiny and could increase slipperiness. Please consult a specialist firm for more info.

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?

All of our tiles are inert products. Which means they do not change or evolve with time, they do not spontaneously crack. Always review tiles before installation.

The appearance of cracks reflects a shock or the presence of outside tensions.

Bad installation for flooring, and leaving a gap between the tile and the subfloor, can create “weak spots” and cause isolated cracks.

Cracks can also appear due to drastic 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