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 images of the Unilin Decorative Range (Evola) collection in high-resolution.
  
  

SAMPLES

• 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 laminated standard 10 mm thick P2 chipboard. This is thicker and heavier compared to an HPL sample.
  
  HPL consists of several layers of paper pressed together, making it only 0.7 mm thick and significantly lighter.
  
  Our designs are identical on both melamine and HPL. If you would like a sample to assess color or texture, we recommend ordering an HPL sample. It is much more compact and easier to send.
  
  
• I can’t order a sample of a product or design.
  If a specific product or design does not have a "request free sample" button, it means that we do not offer samples for that particular item.
  
  
• I receive an error message when registering.
  Please check if your email address is correctly entered. Make sure there are no spaces after your email address, as that can also result in an error. The domain name of your email address may sometimes cause issues. For example, addresses with atypical domain names, such as ".studio," may encounter an error during registration. In this case, try using a different email address or contact us through the online contact form.
  
  
• I can’t complete my order.
  Of course, it's quite inconvenient if there was an issue during the completion process. In this case, please get in touch with us through the online contact form. Let us know which samples you would like us to send and provide details about what went wrong. We will investigate to ensure that such issues are avoided in the future.
  
  
• How long will it take to receive my samples?
  Your samples will be prepared for shipping within two business days. Once we've handed over your package to our logistics partner, you will receive an email with a tracking link.
  
  
• I haven’t received my samples yet.
  Did you receive a tracking link? If so, you can check there to see where the package might be delayed. In this case, it's advisable to contact the logistics partner directly. If your package couldn't be delivered and was returned, please get in touch with us.
  
  If you haven't received a tracking link, please note that it may take a couple of days before your package is shipped. Feel free to contact us, and we'll further investigate for you!

QUOTATION

• Can I request a quotation?
  We kindly direct individuals to our network of dealers. You can find our dealers on the "Find a dealer" page. They stock our products and can offer smaller quantities.
  
  Professionals can contact us directly. Depending on the requested volume, we can either assist you directly or refer you to our dealer network.
  
  If you have any doubts, please feel free to contact us. We are always happy to assist you.

ORDERING

• 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.