Delivery & Returns
Please take the time to read the details given below and let us know immediately if you anticipate problems.
The goods we manufacture are extremely heavy, are generally very bulky and are shipped across the UK and Europe. The only practical and safe method of delivery is on a pallet using a national courier service. This is a palletised, kerbside delivery service. Goods cannot, therefore, be removed, sited or erected by the driver.
Standard deliveries are made on a 48 hour service and are delivered Monday to Friday between 8.30 am and 5.30 pm on a prearranged day. You will be contacted by our staff once the goods are almost ready for despatch to agree on the best delivery date for you. If for any reason you are unable to be present as agreed, then you must let us know 48hrs in advance or the couriers will charge you for redelivery. If the delivery is cancelled, rerouted on the day of delivery or redelivered another day then you will be charged an additional cost. This fee will be the same as the original delivery amount. On the day of delivery, we cannot guarantee that the haulage company will contact you prior to their arrival at the agreed site address.
The standard delivery vehicle is an 18 tonne with a tail lift (to lower the pallet to road level) and a trolley to pull the pallet to the nearest convenient place. Delivery is on a ‘kerbside’ basis, if access is restricted or difficult a smaller (7.5 tonne) lorry can be provided if we are made aware of this issue before despatch. There is a maximum individual pallet weight of 700kg on a 7.5T lorry. If your order exceeds this and you do require the smaller lorry, we may have to split your order onto more pallets which may incur additional cost.
Please inform us in advance if there is steep access. If you have an uneven surface or gravel driveway, this would prevent access using a trolley unless you are able to provide some kind of boarding.
When the goods are delivered we ask that you slit through the polythene wrap using a small knife or kitchen scissors, cutting away from the stone to avoid damage. The polythene can then be peeled back to expose the items. A visual check should be made for damage in transit, paying particular attention to the corners. This is a quick and easy process and is not physically demanding.
Under no circumstances can we be held liable for any direct, indirect or consequential costs, charges or expenses arising directly or indirectly as a result of late, damaged or incorrect delivery of goods. This includes, but is not limited to, contractors’ fees.You should not book a contractor on the basis of an expected delivery dateand we would strongly recommend that you only do so when you have the goods in your possession and have checked that they are both suitable and undamaged.
Our couriers insist that you (or a representative) are present to check and sign for the goods on arrival. Goods left unchecked or without a signature are not covered by our insurance policy and cannot be replaced free of charge.
All items must be checked and we must be notified of any discrepancies or further damage within 7 days of the delivery taking place.
All of our products are checked thoroughly prior to dispatch and we pride ourselves on the care we take to ensure they arrive with you safely. We would ask you to carefully inspect your goods in line with the delivery instructions before you sign for them, even if you do not intend to use them immediately.
In the unusual event of damage please sign the delivery document as ‘damaged on arrival’ and call us immediately on 01773 540704 or within 24 hours of delivery having taken place. We would then require several photographs of the damage – some of the whole pallet and others taken closer.
Please do not remove damaged items from the pallet – it is essential that the hauliers and insurers can see the damaged items as they arrived.
Returns (other than DIT)
If there is an issue with your delivery and you need to consider returning an order, then please call us on 01773 540704 as soon as possible. Goods may only be returned if they are in the same condition as supplied.
Arrangements and payment for return shipping will be the responsibility of the customer. If you require assistance with this matter then please let us know. It is essential that the original packaging is retained and reused wherever possible as this is carefully designed to protect stone items during transportation.
A 25% restocking charge will apply.
Once we receive your goods they will be checked carefully and refunded within 7 days if they are in saleable condition. Please note that we are only able to give refunds on goods that are returned in their original condition and are fit for resale as first quality items. Items returned with chips or scrapes are of no resale value and take up valuable storage space. These will therefore be scrapped once you have been informed and supplied with photographs.
Regrettably we are unable to offer a returns service on bespoke items such as those made to specific sizes or bespoke colours.
We will require photographs of the goods on the pallet before and after wrapping so that the condition of the items can be confirmed and we can ensure that the packaging is sufficient to the haulage company’s health and safety standards while in transit. This must be completed before a collection can be booked. Please see example below: