Frequently asked questions

Have a question? No problem!
You’ll find the answers to a number of frequently asked questions below.

PRODUCTS

How can I remove stains from my melamine faced and/or HPL surface?
A soft cloth, some lukewarm water and an all-purpose cleaner will get you a long way.
Read here all our tips on the right way to clean and maintain your surfaces. This will keep your panels looking great!

What if I can’t find a product on your website?
You can use the search function to look up product names and codes. If the search doesn’t return a relevant result, it could be that the product is not on the website as it is no longer part of our range. Or perhaps the product has a new name. Many of our products were given a new name in 2019. You can see an overview of the old and new product names here.
Our website contains all designs that form part of our stock range. If you can’t find a specific design, then it is not part of the standard collection. In that case, please get in touch and we would be happy to look at whether we might be able to order it for you or offer an alternative.

Where can I find images that I can download for use in my render programs?
You will see a “Documents” box at the bottom right-hand corner of every design page. There, you can download a high-resolution image of the complete panel for use in your render program.
If you’d like to integrate the complete collection into your program immediately, you can download the complete package, which includes high-resolution images of the UNILIN Evola collection.

Which products can I order a sample of?
We offer free samples (including free postage) of a wide range of products. With colours and textures in particular, it’s very important to be able to see and feel them yourself. You can only order samples of products or designs with an “Order free sample” button next to them.

Who can order samples?
Our samples service is available to both private customers and professionals. Anyone considering working with our products can request a free sample via our website.

Do I need to pay for samples?
No, our samples services is free of charge, as is the postage.

How can I order samples?
You can order samples quickly and easily via our website. Go to the product or design for which you would like to order a sample and click on “Order free sample”. If we offer various types of sample, you will see a new window in which you can select the type that you would like. Choose the type and click on “Add sample to shopping basket”. You have now added the sample to your basket, which you can find at the top right-hand corner. You can complete your order by opening up your shopping cart. Click on “Order” at the bottom of the shopping basket.

You can choose to create an account or continue as a guest. We recommend that professionals who will need to order samples frequently open an account. That way, you only need to enter your details once. We will then ask for your address details and for you to confirm your order.

What samples do you send?
Our samples are 300 x 200 mm in size as standard. We have different types of sample, depending on the design. If you cannot find a certain type of sample, unfortunately, we do not offer it.
For designs, we offer:
- Melamine (melamined chipboard, 10 mm thick)
- HPL
- Edging tape (used for finishing edges)
- End-grain edging tape (used for finishing the ends of panels for a more authentic look)
- Clicwall (melamined MDF with a click connection that can be used as a wall)

What is the difference between a melamine and HPL sample?
A melamine sample is a 10 mm melamined standard P2 chipboard. It is thicker and heavier than an HPL sample. HPL is multiple layers of paper compressed together. HPL is just 0.7 mm thick and weighs slightly less. Our designs are exactly the same on melamine and HPL, so if you would like to order a sample to assess the colour or structure, we recommend ordering an HPL sample. It is much more compact for sending by post.

I can’t order a sample of a product or design
If you are looking at a product or design for which there is no “Order free sample” button, unfortunately, we do not have a sample available.

I receive an error message when registering
Ensure that your e-mail address is correct. Ensure that there are no spaces after your e-mail address, as these can cause an error. The domain name of your e-mail address can also cause problems on some occasions. Addresses ending in “.studio” for example, cannot be used for registration. In that case, please try again with a different e-mail address or contact us using the online contact form.

I can’t complete my order
It can be annoying if something goes amiss when completing your order. In that case, please get in touch using the online contact form and let us know which samples we should send and precisely what went wrong. We can then take a look and ensure that it doesn’t happen again in the future.

How long will it take to receive my samples?
We will have your samples ready for posting within two working days. You will receive an e-mail with tracking link as soon as we hand your parcel over to our logistics partner.

I haven’t received my samples yet
Have you received a tracking link? If you have, you can use it to see where your parcel is. In that case, it’s best to contact the logistics partner. If the logistics partner has been unable to deliver your parcel and has returned it to us, please get in touch.

If you haven’t received a tracking link, please note that it could take us two working days to send your parcel. At present, deliveries may also be subject to delays. Please get in touch and we’ll look into it for you!

Can I request a quotation?
We would be happy to refer private customers to our dealer network. You can find our dealers on the “Find a dealer” page. They have our products in stock and offer smaller quantities. Professionals can contact us and, depending on the volume, we will either assist you further with your enquiry or refer you to our dealer network.
If in doubt, please get in touch and we will assist you further.

Can I order from UNILIN?
Not everyone can order from us directly. We will refer private customers and professionals who need small volumes to our extensive dealer network. You can search for a dealer here. If you can’t find what you are looking for, please get in touch. We would be happy to put you in touch with the right dealers.