Policies
Frequently Asked Questions
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).
Do you offer an installation service?
Yes, we offer an installation service for our worktops, tiles and vanities. For hearths we would recommend speaking to a local stove installer.
How do I clean my…?
Instructions on cleaning can be found on our Care and Maintenance page.
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.
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.
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.
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.