Frequently Asked Questions

What is the lead time on orders? 

Lead times depend on the product and time of year. For an estimated timeframe, please contact our office team. Please note that lead times are indicative and not guaranteed, so we recommend allowing ample time for your order.

How will my item(s) be delivered?

We offer a kerbside delivery service unless otherwise specified. This means that the item(s) ordered will be palleted and delivered to your address externally to the pavement – they cannot take the items inside or up steps etc. We can arrange for local Hi-Ab (mini crane) delivery – please ask.

Do you deliver to the Islands?

Yes but we would recommend using your local courier service to collect from us as this keeps costs down and lessens the handling of the product(s).

How long will my delivery take? 

Delivery lead times may vary as we use external couriers. For an estimated delivery timeframe, please contact our office team before placing your order. Please note that delivery times are not guaranteed.

Do you offer an installation service?

We offer templating and installation for Kitchen worktops. 

Can I provide my own template for an order? 

Accepted Materials

• Wooden templates only

  • Preferred types: Plywood or MDF

  • Important: We cannot accept templates made from cardboard, paper, or any non-wood material due to the nature of our water-based cutting equipment.

Marking Requirements

Please clearly mark the following on your template:

• Edges to be finished (e.g., smoothed or sanded)

• Any cut-outs, holes, or other design features

These marks must be clearly visible and unambiguous, as our team will cut exactly to your provided template.

Final Check

Before sending your template, please ensure:

• All measurements and details are accurate

• The template reflects your final design

• You are satisfied with the layout, as we cut precisely to what is submitted

If you have any questions about how to prepare your template, feel free to contact our team.

How do I clean my…?  

Instructions on cleaning can be found on our Care and Maintenance page.

Damage has occurred to my product purchased from Stone Sales:   

Stone Sales does not provide guarantees on its products and recommends that you contact your insurance provider regarding this matter.

Can I change my order once I have paid?

Unfortunately, no – all our orders are bespoke made and payment is taken as a final agreement of all sizes and finishes. Please ensure you are happy with these before making payment. All your order details should be on your invoice to check over.

Why do I have to pay upfront?

All our orders are bespoke and made to your exact specifications, so we ask for payment up front.

I don’t know the exact sizes, can I still get a quote?

Yes, we can offer an indicative quote but please bear in mind that this may change once sizes and edge details are confirmed.

My order doesn’t look exactly like the material I saw on the website…

We work with natural materials and part of the appeal is that there is variation in colour, tone and texture making each piece individual. All pictures on the website are indicative and are not a guarantee of what you will receive. We advise materials be viewed in person where possible as screen colours may vary. 

I have noticed some marks on the material… are they flaws? 

Not at all. These marks are a natural characteristic of the material and are intrinsic to its beauty. Similar to knots in wood, they vary in size, shape, and tone, and reflect the unique, organic nature of the material. Rather than being flaws, they are part of what makes each piece distinctive and authentic.

I bought material from you a while ago. If I order more, will it match?

Not necessarily, this depends on the area of the quarry the material has been taken from and the nature of the material. Even with our porcelains and man-made quartz, there can be a variation (like with wallpapers) so we would always recommend buying everything you think you will need in one batch to help ensure consistency.

Are the wall and panel images on your website representative of the final product I will receive?

The images of walling and cladding displayed on our website showcase completed work by experienced stonemasons and are intended to demonstrate the range of styles, techniques, and finishes that can be achieved. They are for illustrative purposes only. Actual results will vary based on the materials used, site conditions, and the skill and approach of your chosen builder or stonemason.

Will the walling and/or cladding stone I receive look exactly like the finished examples shown?

No. The raw walling and cladding stone materials we supply are in an unfinished state and will require additional working—such as dressing, shaping, and fitting—on site. The final appearance will depend on how the stone is prepared and laid, which is influenced by the chosen construction style.

Does the walling and cladding stone come ready to install?

Not entirely. Our walling and cladding stone products are supplied as raw materials and will typically need further processing to suit your specific project. The extent of this preparation depends on the style of build, and should be discussed in detail with your builder or stonemason before placing an order.

What should I do before ordering materials?

We strongly recommend consulting with your builder, installer or stonemason prior to ordering. They can advise on the suitability of the stone for your intended design and help determine any necessary preparation work to achieve your desired finish.

My order has been delivered and is damaged, what do I do?

If you receive your order damaged, please contact us within 24 hours via email and send over pictures of the damaged area and packaging. We can then assess the damage and get back to you with a solution.

I want to collect my order, how should I transport it?

Please speak to our sales team regarding the transportation of your order as we would need to advise on a case by case basis depending on the material and finished product.

Additionally, please ensure that the vehicle arranged for collection is suitable for transporting the goods safely. Our Stone Sales staff reserve the right to refuse loading if the vehicle is deemed unsuitable or if loading poses a risk of damage to the products, vehicle, staff, or customers. If you are unsure about the suitability of your vehicle, please contact our office team for guidance before arriving.

 

Can I return or exchange my order?

 We don’t offer returns or exchanges on any of our products as most are made to order. With the walling, cladding, tiles and paving; we always advise (like most retailers) to order at least 10% more than the anticipated need to account for breakages/cutting etc and therefore some left at the end of a project is to be expected. We can not take back overestimated quantities on orders. 

Can I cancel my order before it is shipped or collected? 

Order cancellations for paid orders depend on the stage of processing and are subject to Stone Sales’ discretion. Please note that a restocking fee is typically applied to cancelled orders.

Why do I need to book to visit the Stone Yard?

As this is a busy working environment with moving lorries and forklifts, all visitors must be accompanied by a member of staff for health and safety reasons. Unsupervised access to the yard is not permitted. As we are a small team, we recommend booking your visit Monday to Friday, and advance booking is essential on Saturdays to ensure staff availability.