Please Note: Shipping delays may occur with enhanced safety protocols due to COVID-19.
How long before I receive my order?
The time required to create and package each special item for shipment varies. My current processing times (before shipment) are:
One-of-a-Kind and in-stock items ship in 1-2 business days
(eg. mugs, plates, paintings, in-stock tiles)
Fine Art Prints ship in 1-2 business days
Custom Ceramic Tiles and Pre-Ordered Items ship in about 3-4 weeks
Please note: Delivery time depends on the shipping method that you chose during checkout. Standard shipping takes an average of 7-10 business days within North America.
Do you offer free shipping?
Ashley offers free standard shipping for Canadian and U.S. Orders $35 CAD & Over. If you live outside of North America, please contact us for a shipping estimate and shipping options.
You may choose to upgrade to expedited shipping during checkout for an additional fee.
Our preferred shipping carrier is Canada Post. Once your order is shipped you will be e-mailed the tracking information (if applicable).
If you have a specific shipping need or request, such as overnight delivery, please let us know.
Will I have to pay any additional fees, duties or taxes?
If your delivery country charges customs or import duties - these will be charged once the package reaches your destination country. You will be responsible to pay these charges. Unfortunately we have no control over the charges and cannot inform you what they will be.
Customs policies, including package processing times, vary widely from country to country – so if you have any questions regarding this, please contact your local customs office for further information.
As a professional business, we are required to charge sales tax on orders within Canada. If applicable, we must charge the GST and/or HST of the province where the shipment is being delivered. If you have questions about sales tax, please contact us.
My order is a gift, may I request a special note to be included?
If this package is intended as a gift, Ashley would be happy to include a handwritten note for the recipient on your behalf.
If requested, any of Ashley's handmade tiles can have a hook installed on the back. Using the hook, the tiles can be displayed on a flat-headed drywall screw (or similar) as wall decor.
Please add a note to your shopping cart if you would like a complimentary gift note or display hook.
How will my order be packaged?
Every order is securely wrapped in layers of recycled, corrugated cardboard and nestled into a sturdy gift box with tissue paper and ribbon. Your package is then shipped in a padded mailer or padded shipping box.
We use recyclable and repurposed shipping materials whenever possible.
Do you accept returns or exchanges?
If you are dissatisfied for any reason, please let me know. I hope to meet your highest expectations and deliver the best possible purchasing experience.
If a return or exchange is required, buyers are responsible for return postage costs. All items must be received in its original condition.
Custom orders cannot be returned or exchanged.
How do I cancel an order?
If your item has entered production, or if it has been received at the Post Office, it cannot be cancelled.
Please contact us as soon as possible if you wish to cancel your order and we will do our best to help.
Are these tiles suitable for installation in my kitchen, bathroom or fireplace surround?
Ashley's tiles are specifically made for installation in kitchens, bathrooms, and fireplace surrounds.
They make great backsplash accents and focal points above a range or in a shower surround.
Each handmade tile is made from high-fired ceramic clay and glazed so that they are both heat and water resistant. The back of each decorative tile is grooved to assist with adhesion during installation. Learn more about handmade tile installation here.
How are porcelain tiles different from ceramic tiles?
Ceramic tiles and porcelain tiles are similar in many ways. You can’t always tell them apart by quickly glancing at the installed products. Both types of tiles are clay-based and kiln-fired, but porcelain is technically a specialized type of ceramic clay. They are both extremely durable materials for making tile out of.
The finish of porcelain is smoother and whiter than regular ceramic clay. These characteristics make it ideal for hand-painted elements. However, porcelain is infamously difficult to work with and for this reason can only be used for certain shapes and sizes of handmade tiles. Larger tiles are made from white ceramic clay.
If you need sample tiles, please send me a message about your project.
Are there any best practices for installing handmade tile?
All installation procedures should conform to those prescribed in the Tile Council of North America Publication entitled “Handbook of Ceramic Tile Installation”.
Please confirm that your tile installer is familiar with this publication and has experience following the guidelines within.
It is highly recommended that you (and your tile installer) perform a "dry layout" before installation. This requires laying out all of the tile on a counter or the floor in the exact way that you plan to install it. Inspect the tiles, organize until satisfied and take note of final dimensions.
A sanded grout is necessary for joints larger than 1/8”. A quality, polymer modified sanded grout is highly recommended. Special applications may require a different grout type such as epoxy. Follow the grout manufacturer's guidelines for sealing. Your tile installer may have different recommendations depending on your project needs.
My tile isn’t perfectly flat or perfectly square, should this be expected?
The entire process of the tile is made by hand: cutting the tile, painting, glazing and firing. As each tile is unique, small variations are expected and this is part of their inherent charm.
Unlike machine-made tile, the handmade tile process uses wet clay during the forming stage. As the freshly cut tile dries, it shrinks considerably before being fired in the kiln where it becomes ceramic. Handling, shrinking and firing to a high temperature, all combine in the final tile installation to produce a vibrant, organic layout.
If you have any concerns about variation, please discuss options with your tile installer. They may suggest selecting a grout similar in colour to the tiles in order to make the variation less pronounced.
How do I clean my handmade tile?
Regular soap and water work best for most cleaning purposes. If you have a difficult or sticky cleaning job, a soft sponge or green scrub pad along with soap and water is recommended. Avoid acidic cleaners or abrasive cleaning methods as these may damage your tile.