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FAQ Questions and answers

GENERAL INFORMATION

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

    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 manufacturing, drying and hardening, polishing, quality control and packaging).

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

    Zellige express manufacturing: For certain shapes we have unglazed tiles available ready to finished 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.

    Once the orders leave factory (you will receive an email advising of this) the transport lead times range between 8 and 15 working days.

    These are general lead times for standard product and average sized orders. They are subject to change.

  • Your order will be placed on one or several pallets, with a max weight of 600-800kgs per pallet.

    MOSAIC factory has several lorries departing the 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 country of destination, where they are redirected to the logistics centre that is closest to the delivery address.

    When the tiles are at the final logistics centre, 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.
  • We only ship tiles by the full box. The minimum order will vary depending on the tile dimensions. During the online purchase process, you will be given specific details on the minimum order quantity per product.

    Cement / Granito : Stock - 1,8 m2 Production – 3,6 m2
    Terrazzo: Stock – 1,5 m2 Production – 5,5 m2
    Zellige : Stock – 2 m2 Production – 2 m2

  • Order Online / Contact Customer Services / 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 palettes and shipping costs will be indicated before you reach the check-out.

    All online orders will be reviewed by our team and you will be contacted if any areas of concern are detected or if more details are needed to commence production.

    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 our Customer Service team per email or phone from Monday to Friday between 10am and 6pm, or come into one of our showrooms, and we will be happy to prepare a quote for you.

  • 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, we may have it available at our factory.

    Otherwise we can manufacture pattern dividers, moulds or colour mixes as per your creation or to recreate existing tiles.

    In Mosaic factory we 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.

  • MOSAIC factory has been creating branded products for over 15 years. Maybe it’s the logo of your company embedded in a cement tile, a key word or image created on a bespoke Zellige mural, a 3d “stamp” of your product in 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 you in completing your project.

  • The environment
    In our factories in the industrial zone near Tangier airport:
    • We minimise wastage, reusing a large part of the materials.
    • We maximise 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 “by-products” 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 of our employees.

    The social rights of our employees are fully implemented at our production sites located in the Tangier airport industrial zone implement all.

    The handcrafted process has been improved 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.

  • For all of our products, we offer colour samples in 10x10cm. Colour samples can be requested through email or phone. We offer 3 to 5 colour samples free of charge (subject to product and availability), you only pay shipping.

    You can also visit our showroom to collect your 3 to 5 samples.

    We can also offer full-size tiles as samples, either from our stock or made to order. These samples would involve an extra cost, depending on the product.
    We ship samples worldwide with DHL. Delivery in 24-72h.

    Colour samples are always indicative. All of our products present a variation in shade and finish. The shade may vary between the sample and the order.

  • All stock or production orders are shipped directly to the destination address.

    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 deliveries to our showroom.

    If you wish to pick up an order free of transport charge, you may do so at our logistics hub in Seville (Spain).

  • Payment conditions and terms of return & refund can be found in our Terms and Conditions.

WHERE TO LAY MOSAIC FACTORY TILES: EXTERIOR, SHOWERS, FLOORS, WALLS, HIGH TRAFFIC AREAS.

  • 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.
    • All our cement and marble-based products (Cement Tiles, Granito and Terrazzo) can be used outside. 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 double bonding, and proper 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.
    • 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.
    • An anti-slip option is available. This is achieved through a mechanical or chemical process of the tile surface. *
    Exterior use of Zellige Tiles:
    • Zellige tiles are suitable for outside installation thanks to the stability of their vitrified enamel colours, except in frost-prone areas.
    • In frost prone areas, we do not recommend the use of Zellige Tiles even if all precautions are taken during the installation.

  • All of our products have been used in showers or wet areas. You should take into account the following points:
    • The tiles themselves do not provide the waterproofing. The base and walls of the shower should be waterproofed (tanked) prior to the tile installation.
    • Grout should be applied fully and correctly to prevent water penetrating between/beneath the tiles which will lead to moisture stains.
    • When laying on shower floors, it is important to have a good slope to prevent water stagnating and penetration in the base.
    • Cement, Granito and Terrazzo tile surfaces are smooth. We offer a rough finish option for improved slip-resistance. This is achieved through a mechanical or chemical process of the tile surface.
    • Zellige floors are usually composed using small individual pieces which will naturally improve slip resistance.
    • Rough, anti-slip or relief Zellige are available in all colours.
    • Cement based tiles are sensitive to acids so never use acid-based products on or near the tiles.
    • 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, or other reason), this can cause moisture stains (water drags minerals that settle beneath the surface).
    • The treatment, porosity and durability 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.

  • For high traffic areas, public places or if you are concerned about staining and maintenance, it is recommended to use Terrazzo or Granito.

    These tiles can be polished (eliminating a thin surface layer) if damaged stained or aged to regain the original beauty of the original floor.

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

    Crystallisation 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.

  • 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.

  • 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.

  • 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

  • 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 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 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.

  • 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 the protection, we recommend to crystallise 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.

  • 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

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