Open Monday-Friday 8am-6pm • Saturday 9am-4pm
01622 679 157
With any questions
Our friendly staff are here Monday through to Saturday.
You Can’t Beat A Visit To TSTW.
We Look Forward To Seeing You.
Terms & Conditions
You may cancel your order (or any part of it) for any reason before delivery by contacting us, either by phone or email. You need not disclose the reason for return.
You may return your order to us providing the product is unused, as new and in resalable condition. Upon return you will receive a full refund of the price paid less relevant collection and re-stocking charges.
On the rare occasion a product might be damaged in transit, in the event of that happening we will endeavour to replace or refund as appropriate in accordance with your legal rights.
All orders are inspected prior to dispatch but we request that you thoroughly inspect the products for any damages prior to signing for them. If you can see some of the delivery has arrived damaged, we ask you to sign for it as “damaged” on arrival. Unfortunately, breakages can happen and we will send out replacements as soon as we can, subject to below conditions:
Any breakage should be reported within 24 hours of delivery along with picture of broken slabs. To help us, we recommend that you open all products and check exactly how many individual slabs are broken, take photographs of the breakages, then contact our office.
Unfortunately, we are unable to collect damaged deliveries. Customers are advised to dispose of any damaged product once replacements have been organized.
1. When will my delivery be made?
Standard deliveries are made between 9.00am and 5.30pm. Please be advised that unfortunately we will not be able to provide an ETA on standard deliveries, even on the morning of your delivery. Should you require a more accurate timescale, then morning (9.00am – 1.00pm) and afternoon (12.00pm – 5.30pm) or timed deliveries may be possible for a small extra charge. Please advise us if a timed delivery is required at the point of order placement so arrangements can be made.
2. How will my delivery be made?
Deliveries are generally made (kerbside to the nearest accessible point) using a large heavy goods vehicle with a mechanical tail-lift and pallet truck. Please advise us in advance of any access issues such as steep gradients, gravel driveways, overhanging trees etc. In this instance, we would endeavour to use one of our own fleet of vehicles for your delivery that have been specially adapted to overcome these types of access restrictions. As these are often in high demand, there may be a slightly longer lead-time and cost for delivery on our own specialised vehicles.
Somebody must be available to accept, sign for and safely store the goods as required. Unfortunately, the driver is not able to unpack products and move them from the place of delivery. Orders will be shrink wrapped for protection, but please try to move the materials undercover as soon as possible and ensure all ancillary products are stored to avoid damage by frost or rain.
It is important that you provide us with the correct contact number should we need to call you prior to delivery. If a delivery fails because of incomplete or incorrect information being supplied, or if we are unable to contact you, then additional charges may be incurred. Neither party wishes this to be the case, so your assistance would be greatly appreciated.
3. What do I do if my order arrives damaged?
The general condition of your order should be inspected and any obvious damage itemised on the delivery note. Please ensure that the outer packaging is carefully opened so that inspection of the material can be made. Please do not sign as “unchecked” as this may invalidate any future claims. Please notify us of any issues as soon as possible and within your relevant timescale, (see Terms and Conditions). With the majority of orders, we will supply additional materials over and above quantities purchased – details of this are stated on your paperwork. Minor edge chipping and slight imperfections are normal and often tiles that are slightly damaged can be used in cuts. We advise that you order a 10% allowance above and beyond your actual requirements to allow for potential cuts and wastage.
4. How should I unpack and store my order?
The shrink-wrap should be carefully cut open ensuring that you do not damage any of the packaged products and all ancillary items should be stored in dry conditions & not allowed to freeze. Any supporting wooden braces should be gently levered apart and banding should only be cut once the products are fully supported to avoid unnecessary breakage. Tiles should always be stacked and stored vertically (on edge) but not on a hard surface as this can cause edge chipping. Any present protective film or spacers should be kept between the faces of the tiles. This will help to avoid scratching when moving goods. Stone tiles are often packed wet and do not dry out until they are unpacked, therefore some of your stone may appear darker in shade until thoroughly dry.
Monday – Friday: 8am – 5pm
Saturday: 9am – 4pm
Call Or Text
Office: 01622 679 157
Peter: 07778 649 585
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01622 679 157
Acorn Yard, Sutton Road Langley Maidstone, Kent ME17 3ND
info @ thestonetilewarehouse.co.uk