FAQS

 

What is your lead time?

The lead-time for delivery of any products that we have in stock is typically between 2 to 3 weeks. Lead-time for any products that are out of stock will be longer. We aim to inform you of an estimated lead time when you place the order.
 
 

How much is Delivery?

The Prices as shown on the Pricelist are inclusive of delivery costs to the Mainland UK. For areas outside the Mainland UK and some parts of Scotland, please contact us for a pricelist applicable to your geographical area. Minimum order value for carriage to be paid may apply.

Will you let me know a delivery date?

We aim to inform you of an estimated lead time when you place the order. We will then notify you 1 – 2 days before the order is ready for despatch to ensure the delivery date is a suitable one. Tracking information will be provided where available.

 

We use independent delivery companies for which we do not have direct control. Delivery time is generally between 9am to 6pm and we cannot guarantee specific delivery time.

 
 

How will the Goods be delivered?

The majority of our products will be despatched on a pallet, although smaller items may be sent as parcels by couriers. We make use of independent pallet delivery companies for which we do not have direct control.

 

The Goods will be off-loaded at the nearest accessible point to the delivery address at the discretion of the driver, which may be the kerb side. You must make us aware of any access restrictions or difficulties for a large lorry and you must ensure a responsible person is at the delivery address at the time of delivery to supervise the off-loading and sign for the goods.

 

What are the delivery instructions/ obligations?

The customer shall be under a duty to inspect the goods on delivery or collection. If the customer identifies any damage or shortages, they must inform the supplier immediately and in any case within 48 hours in writing. Any obvious delivery damage must be reported on receipt of goods and must be marked as ‘damaged’ on the signing of the delivery note. The Supplier shall be under no liability if the Customer fails to provide such notice. If you are unsure, please give us a call on 0115 714 8030.

 

Please take your time to check the products before accepting deliveries. Please provide documentary evidence such as photographs if you have an issue with your order.

Can I return the products?

We will re-stock items within 90 days of invoice date on prior approval only. A minimum re-stocking charge will be payable at £35 or 20% whichever is the greater if the goods are returned in A1 fully re-sellable condition and original unmarked box. The Customer bears the risk and cost of returning the goods. Products that are bespoke made (including counter tops that are drilled in accordance to your instructions) are non-returnable.

 
 

I do not like the natural variation in the products. Can I have a replacement?

Natural variation (e.g. colour, marking, texture) contained within the natural materials such as wood and stone are part of their natural characteristic and cannot be deemed as faulty. The Supplier is under no obligation to replace non-faulty goods.
 

Every piece of natural material is a little piece of nature, hence each of them is unique. The inherent beauty that comes from the distinctive veins and asymmetric patterns of a genuine stone; and the organic appeal that comes from the authentic knots and grain of real wood is remarkable. This is what makes a Stonearth bathroom so special.

 

Should the supplier agree to any replacement of non-faulty goods at the supplier’s sole discretion, the customer would be liable for all relevant delivery costs for the replacement of non-faulty goods.

 

What is the Guarantee on Stonearth products?

Stonearth products are built to last. By combining the best of natural materials and craftsmanship, a Stonearth bathroom should serve you well for many years to come.

We’re confident you won’t need it but all Stonearth furniture and basins come with a 3-year guarantee against manufacturing defects for peace of mind.

All Stonearth taps and shower products, unless otherwise stated carry a 10-year guarantee against manufacturing defects on all products when used in normal domestic applications (excluding damage during fitting, misuse and inappropriate cleaning).  Serviceable parts such as cartridges, shower hoses are guaranteed for 12 months.

Stonearth bathroom accessories are guaranteed for 12 months.

Care should be taken in hard water areas to ensure the cartridge is regularly cleaned.

As wood and stone are natural materials and inconsistencies in colour or changes over time are part of its natural beauty.

 

 

Other Information

 

Material

For the choices of material available, please see here.

 

Dimensions

The dimensions of our products are available in our Pricelist, you can obtain a copy here.

 

Product Sizes and Combination

Please see our Product Combination Guide here.

 

Product Features

For information about soft-close, finishes, hand-made joinery, etc, please see more details here.

 

Care & Maintenance

Please see further information here.

 

If you cannot find the information you require, please feel free to give us a call on 0115 714 8030 or you can e-mail us at info@stonearth.co.uk