FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Order and Delivery
Below are some of are common questions about Order and Delivery
I haven't received an order confirmation. What should I do?
If the payment has been debited from your account, it's possible that the confirmation email went to your spam folder. Please check your Spam folder first. If you still cannot find it, kindly send an email with a screenshot of your payment to info@kandes.eu
Can I order samples of the Kandes 3D wall Panels?
B2B customer can order a sample of our product free of charge by filling in the request form here.
What are the payment options?
We accept a variety of payment methods, including :
Visa
Master Card
American Express
Maestro
Union Pay
Apple Pay
Google Pay
PayPal
For any questions related to payments or payments by invoice, please contact our customer service at info@kandes.eu
When will my order be delivered?
We strive to ship your order as swiftly as possible. We aim to process orders within 2-4 working days (Monday to Friday) and deliver orders within 5-8 business days (Monday to Friday). After your order has been shipped, you will receive a tracking number to track its progress. For detailed information and information regarding custom-made orders, please refer to our Shipping policy.
What do the prices listed on the website include?
All prices on www.kandes.eu are shown in EUR (€) and include VAT unless stated otherwise. For countries that do not use the Euro (BGN, DKK, HUF, PLN, RON, SEK, CZK), prices are displayed in the local currency based on the latest exchange rate.
VAT and shipping costs are calculated at checkout based on your delivery location. The final amount, including VAT and shipping, will be displayed before payment.
Order value up to 1999 EUR = 170 EUR in shipping costs
Order value above 2000 EUR = Free shipping
Shipping costs INCA sample for private customers = 20 EUR
For quotes on deliveries to countries outside of the European Union, kindly contact our customer service team via online contact form or email info@kandes.eu
I am a Business Customer, can I order through the website?
Certainly! If you're a VAT-registered business, simply add your VAT number to your details. If you're interested in opening a trade account to distribute our products, please reach out to our Customer Service team via online form or via email at info@kandes.ch
To which countries do you deliver?
We offer delivery to the European Union.
For delivery to Switzerland, please visit our local website kandes.ch
For orders outside of the European Union and Switzerland, please contact our customer support team at info@kandes.eu
Is there a minimum order?
There is no minimum order, we welcome projects of all sizes.
Returns and Refunds
What is the return procedure?
To request a return authorization, contact our customer service via email at info@kandes.eu or through our online contact form, selecting the subject 'Return', within 14 days of receiving your order. If applicable, include photos and descriptions of any defects.
Return Conditions:
Goods must be returned new, unused, undamaged, and in their original packaging within 14 calendar days after submitting your return request.
You may choose your own carrier for the return, or we can arrange collection for you at an additional cost.
Return shipping fees and any associated costs are the responsibility of the customer.
Refund Process:
Once we receive your return, our team will inspect the items. If they meet the return conditions, we will process your refund through your original payment method within 14 days.
For more details, please refer to our Returns & Refunds Policy.
For business customers (B2B), please review the return policy outlined in our B2B Terms & Conditions.
Warranty and Complaints
Below are some common questions about Warranty and Complaints
What is the warranty on your products?
Our products come with a two-year warranty against hidden defects, starting from the date of delivery. This warranty covers issues that weren’t immediately noticeable upon receipt. If you discover a hidden defect, please notify us within 5 business days, including a description and photos of the issue. We’ll evaluate the claim and offer a repair, replacement, or refund based on the situation.
For full details regarding our warranty, please refer to our Terms & Conditions.
What can I do if my order arrives damaged?
We’re sorry to hear your order arrived damaged. Please inform us within 5 business days by emailing our customer service with pictures of the damaged items. After we verify the issue, we’ll either send a replacement or issue a refund within 14 days. If a replacement is needed, we’ll cover the shipping costs.
What can I do if I have a complaint?
We strive to provide top-quality products and service, but if something isn’t right, we’re here to help. You can reach out to our customer service team with any complaints by emailing us at info@kandes.ch
Product Information
Below are some common questions about out Product
What materials are Kandes 3D panels made from?
Kandes 3D panels are made from gypsum, water, reinforcing fibre and an admixture. We are committed to the quality of our panels.
What makes the production process of Kandes 3D panels so special?
Kandes 3D panels are produced in a state-of-the-art facility in the EU, where our team of skilled professionals utilizes advanced production technologies perfected over the years.
Each panel undergoes a meticulous process that includes multiple stages of quality control, ensuring that every piece meets the highest standards.
Our unique blend of materials, carefully developed to achieve a porcelain-like finish, combined with this refined production process, results in panels with flawless geometry and outstanding performance.
This dedication to precision and innovation guarantees exceptional quality in every panel.
What are Kandes plaster panels made of?
Kandes 3D panels are made from gypsum, water, reinforcing fibre and an admixture.
Our production process prioritizes quality.
Composition
Kandes 3D panels are made from gypsum, water, reinforcing fibre and an admixture.
Can I use 3D wall panels outside?
Our panels are intended for interior use.
Why choose Kandes 3D wall panels over other options?
Kandes 3D panels surpass other gypsum panels with their unmatched quality and characteristics.
Made in the EU using a proprietary production process, they undergo strict quality control at every stage, ensuring flawless geometry for precise profile alignment and effortless installation.
The unique composition and advanced production techniques deliver a smooth, porcelain-like finish and a lightweight structure.
They are made from gypsum, water, reinforcing fibre and an admixture.
Additionally, they have passed the EN ISO 1182 non-combustibility test with the highest result. They are classified A1 for reaction to fire under EN 13501-1.
Do Kandes 3D panels have certifications?
Kandes 3D panels are not third-party certified, but they come with full supporting documentation: a Declaration of Performance (DoP), CE marking, and the EN 13501-1 reaction-to-fire classification report confirming that the panels are non-combustible. They hold the highest reaction-to-fire class, A1 according to EN 13501-1 and have passed the EN ISO 1182 combustibility test, ensuring they do not contribute to fire spread.
What color are the 3D wall panels?
All panels come originally in a natural white color.
Can I paint over the 3D wall panels?
Yes! After installing your Kandes 3D panels and smoothing the seams, you can easily paint them with acrylic or latex paint. Whether using a brush or a spray gun, this final step lets you customize the finish and create the perfect look for your space.
Can the panels be cut?
Yes, the panels can easily be cut using the appropriate tools for the job.
Installation
Below are some common questions about Installation
Can I install the panels myself?
If you have no prior experience in installing tiles or wall panels, we highly advise you to hire a qualified professional to achieve the best results.
Which professional should install the panels?
Any qualified tiler can easily install our panels.
If you choose to install panels with LED lights, you might need the assistance of a qualified electrician depending on the local regulations of your country.
Do you have an Installation Guide?
Yes, you can find a detailed installation guide following this link.
A more comprehensive guide will also be included in the packaging of your order.
What tools and materials will I need to install the wall panels?
Laser or Water Level: For precise leveling and alignment of the panels.
Notched Trowel: Used to apply adhesive evenly across the surface.
Construction Syringe or Silicone Spatula: For applying grout or adhesive in hard-to-reach areas.
Coarse Sandpaper: To smooth any rough edges on the panels before installation.
Measuring Tape: For accurate measurements of the wall space.
Saw with Straight Teeth or Angle Grinder: Essential for cutting panels to fit around obstacles like outlets and corners.
Primer: Select a primer that is compatible with the paint you plan to use, ensuring better adhesion.
Gypsum Adhesive: A strong adhesive specifically designed for gypsum panels.
Grout: Used to fill the gaps between the panels for a seamless finish.
Paint Sprayer or Brush: For applying the final coat of paint evenly.
Mixing Bucket: To mix the adhesive thoroughly before application.
For more detailed installation guide, including the necessary tools and materials, please follow this link. It provides step-by-step instructions to ensure a smooth installation process.
What type of adhesive should I use to install 3D plaster panels?
For installing 3D gypsum panels, it is recommended to use a gypsum-based adhesive. This type of adhesive is specially formulated to securely bond gypsum materials to walls, ensuring a strong and durable hold. It is important to apply the adhesive evenly with a notched trowel for optimal results.
How can I ensure the 3D panels are properly aligned during installation?
To ensure proper alignment of 3D panels, it's essential to use a laser level or a traditional water level. Start by marking guide points on the wall before installing the panels. During installation, regularly check the alignment with the level to keep the panels straight and the joints perfectly aligned. This is especially important to maintain the continuity of the design pattern.
Can I paint 3D plaster panels after installation? If so, what type of paint should I use?
Yes, you can paint 3D plaster panels after installation. It is recommended to use acrylic or latex paint for the best results. Both types offer excellent durability and a smooth finish. You can apply the paint with a roller, brush, or spray gun, depending on the desired level of detail and the type of finish you're aiming for.
What is the best method for hiding seams between 3D panels?
To hide the seams between 3D panels, apply a smooth, uniform grout to the joints after the panels are installed. Use a fine spatula to smooth the grout and create a seamless transition between the panels. Once the grout is dry, sand the area with fine-grit sandpaper to ensure a smooth, even surface. This process effectively eliminates visible seams, giving the wall a cohesive appearance.
How can I ensure a smooth finish on my 3D panels before painting?
To achieve a smooth finish on your 3D panels, carefully sand them after jointing. Once the joint compound is fully dry, use fine-grit sandpaper to gently sand the seams and any rough areas on the panels. This will create a smooth surface that is ready for painting. Proper sanding is key to achieving a professional and polished final look.
Maintenance
Below are some common questions about Maintenance
How do I clean and maintain my Kandes 3D panels?
Maintaining your 3D gypsum panels is easy. For routine cleaning, simply use a lightly-damp cloth to gently wipe down the surface. The panels are resistant to dust and dirt, so cleaning is required infrequently -usually once a year or as needed.
What cleaning products should I avoid?
To protect the surface, avoid using harsh chemicals, aggressive cleaners, or abrasive sponges, as they can damage the paint and the panel’s finish.
A soft cloth or damp sponge is all you need.
How often should I clean the panels?
Kandes 3D panels require minimal cleaning. Depending on the environment, a light cleaning once a year is usually sufficient.
How can I prevent damage to the panels?
To keep your panels in top condition, avoid using abrasive tools and keep sharp objects away from the surface to prevent scratches or gouges.
How do I repair minor damage to the panels?
Minor damage can be easily repaired using gypsum joint compound. Apply the compound to any dents or scratches, let it dry, sand it smooth, and then repaint to match the rest of the panel.