Shipping Policy
At Stonecera, we aim to ensure the secure, efficient, and timely delivery of all natural and engineered stone products to our customers across the UK. This Shipping Policy outlines the terms and conditions related to the dispatch, delivery, and handling of goods purchased from us.
Order Processing Time
- All confirmed orders are typically processed within 2–4 business days (excluding weekends and public holidays).
- Orders are only processed once payment has been received in full and all product and delivery details are verified.
- For custom or special-order products, lead times may vary and will be communicated in writing before order confirmation.
Delivery Methods
We partner with reliable and experienced logistics providers who are well-equipped to handle heavy and fragile materials such as stone slabs, tiles, and paving products.
- Deliveries are made kerbside only, unless previously agreed in writing.
- It is the customer’s responsibility to ensure proper access for heavy goods vehicles (HGVs) at the delivery address.
- If access is restricted or special handling is required (e.g., forklift, crane), you must inform us in advance to avoid delays or additional charges.
Delivery Timeframes
- Standard deliveries across mainland UK are made within 5–10 business days from the date of dispatch.
- For remote or offshore locations, delivery times may be longer and will be confirmed at the time of order.
- Please note: Delivery time is estimated and may vary due to weather conditions, supplier delays, transport issues, or external events beyond our control.
Delivery Charges
- Delivery costs are calculated based on the size, weight, quantity of products, and the destination.
- All delivery charges will be clearly outlined in your official quotation or order confirmation.
- Any additional charges incurred due to incorrect delivery information or failed delivery attempts may be invoiced separately.
Receiving Your Order
- All deliveries must be inspected through a receipt. Please check the goods thoroughly for:
- Visible damage
- Missing items
- Signs of breakage
- Any discrepancies or damage must be reported to Stonecera within 24 to 48 hours of delivery, along with photographic evidence.
If a representative is not available to inspect the delivery, please assign a responsible person. Claims made after the inspection window may not be accepted.
Risk of Loss & Liability
- Once the goods are delivered and signed for at the specified address, the risk and responsibility transfer to the customer.
- StoneCera cannot be held liable for any loss or damage that occurs after successful delivery, unless reported within the stated time frame.
Failed or Delayed Deliveries
In case of a failed delivery due to:
- Incorrect address
- No access to the site
- No one is available to receive the order
- We may reschedule the delivery at an additional cost to the customer.
International Shipping
At this time, Stonecera primarily serves the UK market. For international enquiries, please contact our team directly at support@stonecera.co.uk
Contact Us
For questions related to your delivery, shipping timelines, or access requirements, please reach out to us:
Stonecera – Customer Support Team
Email: support@stonecera.co.uk
Phone: +44 7467648124
Address: 21 high street, Harrow on the hill, middlesex, England, HA13HT
