Frequently Asked Questions (FAQ)

Ordering & Payment

Who is Nivello?

Nivello is a specialized online store for tile installation tools and accessories, serving both professional tilers and DIY enthusiasts. Our product range includes tile leveling systems, tile spacers, suction cups, sponges, and other essential tools designed to help you achieve a flawless tiling finish.

Can I place an order as both a private customer and a professional?

Yes. Both private customers and professional tilers, contractors, and construction companies can place orders through our webshop.

Which payment methods do you accept?

You can pay securely using a variety of popular payment methods:

  • Bancontact
  • Visa
  • Mastercard
  • American Express (AMEX)
  • KBC/CBC Payment Button
  • Belfius Pay Button
  • Apple Pay
  • Google Pay

In addition, our payment partner Mollie offers various local and international payment options, depending on your country and device.

All payments are processed through a secure and encrypted connection.

Are the prices inclusive of VAT?

Yes. All prices displayed on our webshop include VAT, unless stated otherwise.

Can I receive an invoice for my business?

Yes. If you are ordering on behalf of a company, you can provide your company details and VAT number during checkout. An invoice will then be issued for your order.

Can I change or cancel my order?

Yes, as long as your order has not yet been shipped. Since we process orders very quickly, we recommend contacting us as soon as possible at info@nivello.eu and including your order number.

Once an order has been shipped, it can no longer be cancelled. However, you can still make use of our return policy.

Do you offer professional advice?

Yes. Do you have questions about a product or are you unsure which tile leveling system is best suited for your project? Our team is happy to help with practical and professional advice.

How do I know how many clips, wedges, or spacers I need?

The number of clips, wedges, or spacers you need depends on the size of your tiles, the layout pattern, and the total surface area of your project. If you are unsure, feel free to contact us with your tile dimensions and project details. We will be happy to help you calculate the required quantities and choose the most suitable tile leveling system.

Shipping

Which countries do you ship to?

We currently ship to:

  • Belgium
  • The Netherlands
  • France
  • Luxembourg
  • Germany

How quickly will my order be shipped?

Orders placed on business days before 1:00 PM are shipped the same business day.

What are the delivery times?

What are the delivery times?

Belgium
Delivery is usually made on the next business day.

The Netherlands, Luxembourg, France, and Germany
Delivery is typically made within 48 hours after shipment.

Weekend orders
Orders placed on Saturday or Sunday are processed and shipped on Monday.

How much do I pay for shipping?

Belgium & the Netherlands

  • Free shipping on orders over €40
  • €5 shipping fee for orders under €40

France, Luxembourg & Germany

  • Free shipping on orders over €40
  • €7 shipping fee for orders under €40

From what order value do I qualify for free shipping?

You qualify for free shipping on orders of €40 or more to Belgium, the Netherlands, France, Luxembourg, and Germany.

How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email containing a tracking link. You can use this link to follow the status and delivery progress of your order.

What if I’m not home when my order is delivered?

If you are not available at the time of delivery, the carrier may deliver your parcel to a neighbour, a nearby pickup point, or a local post office. Through the tracking link, you can often manage your delivery preferences and choose the option that suits you best.

Can I have my order delivered to a different address?

Yes. During checkout, you can enter a delivery address that is different from your billing address. This is useful if you would like your order delivered to your workplace, a project site, or another location.

Which carrier will deliver my order?

We work with reliable shipping partners to ensure your order is delivered quickly and safely. The carrier may vary depending on the destination country.

What happens if my parcel gets lost?

Please contact us if your parcel has not been delivered despite the tracking information indicating otherwise. We will initiate an investigation with the carrier and work with you to find a suitable solution.

What happens if my order is delayed?

Although we strive for fast delivery, exceptional circumstances at the carrier or busy periods may occasionally cause delays.

You can always track the current status of your parcel using the tracking link in your shipping confirmation email. If you have any questions about your delivery or if your parcel appears to be delayed, please feel free to contact us. We will be happy to assist you and work with you to find a solution.

Returns & Warranty

Can I return my order?

Yes. You have the right to return your order within 14 days of receiving it.

Conditions:

  • The product must be unused.
  • The product must be returned in its original packaging.
  • All parts and accessories must be included.

How do I request a return?

Please contact us at info@nivello.eu. Once your request has been received, you will receive further instructions for returning your order.

Are returns free of charge?

Yes. The return shipping costs are covered by Nivello.

When will I receive my refund?

Once the returned products have been received and inspected, the purchase amount will be refunded using the same payment method that was used to place the order.

What if I ordered the wrong product?

No problem. As long as the product is unused and meets the return conditions, you can return it within the statutory return period.

What if my order is delivered incomplete?

Please contact us as soon as possible. We will review your order and, if necessary, arrange a replacement shipment for the missing items.

What should I do if my order arrives damaged?

Please contact us immediately at info@nivello.eu and, if possible, include photos of the damage. We will review the situation and work to find a suitable solution as quickly as possible.

How long does it take to process a return?

Returns are typically processed within a few business days after they have been received.

Is there a warranty on the products?

Yes. All products are covered by the statutory warranty in accordance with applicable consumer protection laws.

What should I do if a product turns out to be defective?

Please contact our customer service team and, if possible, provide photos of the defect. We will assess the situation together and look for an appropriate solution under warranty.

Contact

How can I contact you?

You can reach us via:

Email: info@nivello.eu
Phone: +32 456 79 54 51

Our customer service team will be happy to assist you with any questions regarding products, orders, deliveries, and returns.

When is customer service available?

Our customer service team is available fromMonday to Friday, between 07:00 AM and 02:00 PM.

How quickly will I receive a response to my question?

We strive to answer all inquiries as quickly as possible, usually within one business day.

Can I get advice before placing an order?

Yes. We are happy to help you choose the right products for your project. Feel free to contact us before placing your order, and our team will provide practical and professional advice tailored to your needs.

Do you have a physical store?

Nivello currently operates as an online webshop. This allows us to offer our products at competitive prices and provide fast delivery.

How can I submit a complaint?

We do everything we can to provide our customers with excellent service. If you are not satisfied with a product, delivery, or our service, please let us know so that we can work together to find a suitable solution.

You can submit a complaint via:

Email: info@nivello.eu
Phone: +32 456 79 54 51

I can’t find the answer to my question. What should I do?

If you cannot find the answer to your question in our FAQ section, please feel free to contact us.

Email: info@nivello.eu
Phone: +32 456 79 54 51

Our team will be happy to assist you and provide the information you need.