LiLi Cement Tiles

We appreciate your feedback and apologize for the inconvenience you experienced during your interaction with our website and customer service. We want to address your concerns and provide you with a better understanding of our inventory management process.

At Lilitile.com, we work incredibly hard to keep our website up to date with the materials stocked. However, due to the nature of our business, which involves providing tiles to both wholesale and retail customers, our stock quantities are constantly fluctuating. Each order we receive, especially for our handmade tiles, can significantly impact our available inventory. While we strive to maintain a large stock, there are instances where a single order can deplete our supplies unexpectedly.

To accurately track our stock levels, we rely on manual updates on our website. This process ensures that our customers have real-time information about the availability of our products. We understand that this may cause discrepancies at times, and we apologize for any confusion it may have caused during your selection process.

Additionally, the handmade nature of our tiles requires time for production. Although we continually produce the products marked as "In Stock," there can be variations in the timing and quantities available. We always encourage our customers to reach out to our live customer service chat representatives to check stock availability before placing an order. This way, we can provide the most accurate information and assist you in making an informed decision.

We regret the miscommunication regarding the availability of your chosen tiles and the subsequent inconvenience caused by the backorder situation. We understand your frustration with the recalculated shipping cost and apologize for not providing an appropriate reduction given the reduced order size. We acknowledge that this was an oversight on our part, and we apologize for any dissatisfaction it may have caused.

Your feedback is crucial to us, and we will take it into account as we work towards improving our website and customer service processes. We are committed to delivering a positive experience for all our customers, and we appreciate you bringing these concerns to our attention.

Once again, we apologize for the inconvenience you encountered and the time you invested in your interactions with us. If you have any further questions or if there's anything else we can assist you with in the future, please do not hesitate to reach out to us directly.

Hi Jennifer, we are sorry to hear you had a negative experience with our restocking fee. As our tiles are handmade and fragile, we are required to implement a 30% restocking fee since incoming lots do not always match previous lots, which makes returns quite tricky. We do our best to help clients calculate the quantity they will need prior to placing an order in order to minimize extra material. Additionally, our terms & conditions upon checkout mention the restocking fee and return policy. We go to great lengths to ensure every box shipped out of our warehouse is properly packaged to ensure it arrives in good condition, however, returns are often not packaged with the same amount of care when they are sent back to us, unfortunately resulting in broken & unsellable tiles. We appreciate your understanding of the fragile and delicate nature of our tiles. Nonetheless we hope you are happy with your material and that your project looks beautiful!