ORDERS & ACCOUNTS
Do I need a trade account to place an order?
Trade accounts are required for access to trade pricing, online ordering, and live stock availability.
How do I open a trade account?
Trade accounts can only be applied for via our website. We may ask for evidence that your business is actively trading. We reserve the right to approve, refuse, or suspend trade accounts where information is incomplete or misleading.
When is my order confirmed?
Your order is only confirmed once:
1. We have accepted the order, and
2. Payment in full has been received and cleared.
Quotations and stock availability are indicative until this point.
Can I change or cancel my order after placing it?
Orders can be amended or cancelled only before the daily cut-off time (12:30pm) and before processing or dispatch begins.
After this point, changes or cancellations may not be possible.
PRICES, QUOTATIONS & PAYMENT
Are quotations guaranteed?
No. Quotations are issued for guidance only and do not reserve stock.
A quotation or proforma allows you to check sizes, quantities, finishes, and prices before confirming.
What is a proforma invoice?
A proforma invoice is issued before payment so you can fully review your order.
Once a proforma is accepted (by payment or written confirmation), responsibility for any errors or incorrect selections rests with the customer.
How do I pay?
We accept:
• Bank transfer
• Card payment via a secure payment link
We never take card details over the phone or by email, and we do not store card details.
When do I get my Invoice?
Invoices are sent out at the end of every day after the goods have been dispatched from our online system. You will receive the invoice by email.
SLATE & NATURAL STONE PRODUCTS
Is Brazilian slate completely plain and black in colour?
No. Brazilian slate is not completely plain or uniformly black.
Brazilian slate is a natural stone and typically shows variation in colour and surface character, including:
• charcoal, dark grey, and black tones
• natural markings, shading
• variations in surface cleft and texture
Within the same order or batch, pieces will vary in appearance. A perfectly flat, uniform, jet-black finish is not a natural characteristic of Brazilian slate.
These variations are part of the material’s natural character and are not considered defects.
Will all slate look exactly the same?
No. Slate and natural stone are naturally occurring materials and will always show variation in colour, texture, surface cleft, and markings.
This is a natural characteristic and not a defect.
Why does some slate look more riven than others?
Slate appearance varies depending on quarry depth and geological conditions. Deeper layers often have a more pronounced riven surface, while upper layers may appear flatter or more uniform.
Can you match slate?
No. Slate cannot be matched.
Slate is a natural material, and no two pieces are ever the same, even when they come from the same batch, crate, or delivery. Variations in colour, tone, texture, surface cleft, and markings are inherent to the stone and occur naturally.
Because of this natural variation, we cannot match slate to:
• existing installations
• previous orders
• samples, photos, or displays
This applies regardless of batch or source.
Are samples an exact match to what I’ll receive?
Samples, photos, and display materials are indicative only. Exact colour, tone, or pattern matching cannot be guaranteed across natural stone products.
Do you offer different slate selections (Premium / Economical)?
Yes — our slate selection service is offered on a trial basis.
• Standard selection: supplied straight from the crate
• Premium / Economical: manually selected based on visual appearance only
Availability depends on current stock and cannot be guaranteed. Selection does not affect the underlying quality or performance of the slate.
Why is the slate selection service offered on a trial basis only?
Our slate selection service is offered on an ongoing trial basis because it is highly manual, time-intensive, and dependent on the natural variation of the material.
Brazilian slate cannot be pre-graded or ordered by appearance from the quarry. All selection work must be carried out piece-by-piece by hand once the slate has physically arrived at our warehouse and crates have been opened and assessed.
Because:
• each shipment contains a different mix of visual characteristics,
• the proportion of slabs suitable for each selection varies every time, and
• the process requires significant additional handling and time,
we cannot guarantee availability, consistency, or long-term continuation of the service.
The current trial period allows us to assess whether the service is commercially and operationally sustainable, while still offering customers the option where possible.
The selection service does not affect the quality or performance of the slate — it relates to visual appearance only.
BESPOKE CUTTING & FABRICATION
What is a bespoke cut item?
A bespoke cut item is any product that is cut, shaped, or fabricated to your specific measurements or requirements, rather than supplied as a standard stock size.
How do I place an order for a bespoke cut item?
All bespoke orders must be submitted in writing by email with clear dimensions, drawings, or specifications. We cannot accept verbal instructions for bespoke cutting.
Who is responsible for checking dimensions?
The customer is responsible for checking and confirming all dimensions and specifications before approving the quotation or proforma invoice. Once approved, items are cut exactly as specified.
When do bespoke items go into production?
Bespoke items are added to the production queue only after payment in full has been received and cleared.
How long does bespoke cutting take?
Standard production time is approximately 5 working days, followed by delivery time.
Production times may be longer during busy periods.
Can bespoke orders be rushed?
No. Bespoke items are produced on a first come, first served basis and are scheduled into a production queue in order of payment and approval.
Orders cannot be moved up or down the queue. This ensures a fair and consistent process for all customers.
Can I change a bespoke order once it has been approved?
No. Once a quotation or proforma has been approved and production has started, bespoke orders cannot be changed.
Can bespoke cut items be cancelled?
Bespoke items cannot be cancelled once cutting or fabrication has commenced.
Can bespoke cut items be returned?
No. Bespoke cut items are non-returnable and non-refundable unless faulty.
Should I inspect bespoke items before installation?
Yes. Bespoke items must be fully inspected on delivery and before installation.
Once cut, installed, modified, or used, bespoke items are deemed accepted.
What if my bespoke item arrives damaged?
If visible damage is identified on delivery, the delivery note must be signed “DAMAGED” and reported immediately, in line with our delivery and inspection procedures.
INSTALLATION & USE
Do you install the products?
No. We supply goods only and do not carry out installation works.
Can you advise on installation?
Any installation guidance we provide is general guidance only and should not replace:
• Professional installer advice
• Stove manufacturer instructions
• Building regulations
Should I use a one-piece or two-piece hearth?
We strongly recommend two-piece hearth installations, as they reduce the risk of cracking caused by heat and thermal expansion.
One-piece hearths may be used in suitable installations, but cracking can occur and is not considered a defect.
Why do slate hearths sometimes crack?
Slate expands and contracts with heat. Cracking may occur due to:
• Heat concentration
• Rapid temperature changes
• Installation method
• Inadequate bedding or airflow
• Hairline cracks in the slab (we recommend wiping over the piece you are installing to look to see if anything like this is visible before installation.)
What installation method should be used?
All products should be installed on a full, continuous bed.
We do not recommend dot-and-dab or spot bedding, as this significantly increases the risk of cracking or failure.
SEALING & MAINTENANCE
Do I need to seal slate and stone products?
Yes. All natural stone is porous and should be sealed before use or installation to reduce the risk of staining, marking, and moisture ingress.
What sealer do you recommend?
We recommend using professional stone sealers suitable for slate, such as products from the LTP range. These are designed specifically for natural stone and help protect the surface.
We do stock suitable LTP sealers.
Can I use WD-40 or similar products?
No. WD-40 and similar products are not professional stone sealers. They may:
• Provide only temporary visual enhancement
• Attract dirt
• Create slippery surfaces
• Present safety risks near heat sources
DELIVERY & COLLECTION
What is your order cut-off time?
Orders paid in full before 12:30pm on a working day may be dispatched the same day (subject to stock availability). Orders placed after this time are processed the next working day.
How long does delivery take?
Standard delivery is typically 2–5 working days, depending on location. Next working day delivery may be available where stated.
Is delivery kerbside only?
Yes. Delivery is kerbside using a manual pump truck on flat, solid ground. We cannot deliver onto gravel, grass, steep slopes, or uneven surfaces.
What if access is restricted?
It’s your responsibility to tell us about access restrictions in advance. If delivery cannot be completed, a re-delivery charge will apply.
Can I collect my order?
Yes, but:
• All collections must be pre-booked
• At least 24 hours’ notice is required
• Same-day collections are not available
CANCELLATIONS & LIABILITY
Can I cancel an order after dispatch?
Cancellations after dispatch are subject to:
• Non-refunded outbound delivery charges
• Return or re-delivery costs
• Possible restocking charges (up to 25%)
What is your liability limited to?
Our liability is limited to the invoice value of the affected goods. We are not liable for indirect losses, installation costs, or loss of profit.
DATA & SECURITY
Is my data kept secure?
Yes. All customer data is stored securely and handled in line with UK GDPR and the Data Protection Act.
Are phone calls recorded?
Yes. Calls may be recorded for training, quality, and dispute resolution purposes.
STOCK, AVAILABILITY & ORDERING
Is stock shown online always accurate?
Stock levels are live but indicative only. Stock may change due to ongoing orders, picking, breakages, or simultaneous purchases. Stock is not reserved until your order is accepted and paid in full.
Can you hold or reserve stock for me?
No. We do not reserve stock without full payment. Goods are allocated only once payment has been received and the order has been accepted.
Can I order goods that are not currently in stock?
Yes, in some cases. Lead times for imported goods are estimates only and depend on shipping schedules, customs clearance, and port availability. We will advise estimated lead times where possible, but these are not guaranteed.
Can I combine multiple orders into one delivery?
This may be possible if orders are placed close together and before dispatch. Please contact us as early as possible. Once orders have entered processing or dispatch, they cannot be combined.
SLATE SELECTION & EXPECTATIONS
Does Premium selection mean higher quality slate?
No. All slate supplied meets the same quality and performance standards. Premium and Economical selections relate only to visual appearance, not durability or specification.
Can you guarantee I will receive Premium selection ongoing?
No. Premium and Economical selections are subject to availability at the time stock is physically assessed. We cannot guarantee selection categories in advance or across future orders.
Can you select slabs from photos or videos?
No. Due to the natural variation of slate, selections can only be made by physical, manual assessment at our warehouse. Photos and videos cannot reliably represent individual pieces.
INSTALLATION & AFTERCARE
Should slate used for hearths be sealed before or after installation?
We recommend when installing for a fireplace, to seal the slate or stone before installation where possible, as this helps protect the stone during handling, fitting, and grouting. Follow the sealer manufacturer’s instructions.
Can slate be used with underfloor heating?
Slate can be suitable for use with underfloor heating when correctly installed. Installation methods, adhesives, and expansion allowances must be determined by your installer. We cannot provide project-specific approval.
How should slate be cut?
Cutting slate depends on the thickness of the material, but in general we recommend:
• Using a diamond-tipped cutting blade suitable for natural stone
• Ensuring the slate is kept continuously wet during cutting to reduce heat, dust, and stress on the stone
For thicker pieces such as hearths, we do not recommend cutting all the way through in a single pass. Instead:
• Create a cutting path by making multiple shallow passes
• This reduces pressure, heat build-up, and the risk of cracking
Slate is a natural material and can be put under stress if cut too aggressively or too quickly.
All cutting should be carried out carefully, using appropriate equipment and experience.
Cut or modified goods are deemed accepted and are non-returnable. We recommend wiping over the piece you are installing to look to see if anything like this is visible before installation.
DELIVERY & LOGISTICS
Do you carry out your own deliveries?
No. All palletised deliveries are carried out using a third-party national haulage network.
Using specialist pallet networks allows us to deliver safely and efficiently across the UK. Goods may pass through multiple depots and vehicles before reaching the final delivery address.
Does someone need to be present to accept the delivery, and why?
Yes. Someone must be present to accept and sign for the delivery.
Having someone available allows the goods to be inspected on arrival for any visible damage or transit issues and ensures the delivery note is signed correctly. This is essential if a damage claim needs to be made with the haulage company.
If goods are left unattended or without a signature at the customer’s request, we cannot accept responsibility for loss, theft, or damage after delivery.
What should I do when my delivery arrives?
You (or your representative) must inspect the goods immediately on arrival.
Before you accept the delivery from the driver, remove the top layer of shrink wrap to check for visible damage, impact marks, or transit-related issues before signing.
How should I sign for goods if there is damage?
If any visible damage or concern is identified, you must take photos and the delivery note must be clearly marked “DAMAGED.” This is essential for us to pursue a claim with the haulage company. Then you must notify us within 72hrs to make us aware so we can send a replacement and make a claim. Any notification outside these hours may mean we cannot claim for the goods and would mean we may not be able to replace the piece free of charge.
Why is signing “DAMAGED” and taking photos so important?
Damage claims can only be made against the haulage company if goods are signed for as damaged at the point of delivery and reported to us within the required timeframe. If this procedure isn’t followed, we may be unable to make a claim.
What happens if I ask for the goods to be left without a signature?
If goods are left unattended or without a signature at your request, we cannot accept liability for loss, theft, or damage after delivery.
Will the driver help move the goods into my property?
No. Delivery is kerbside only. Drivers are not insured or authorised to move goods beyond the kerbside delivery point.
Can I request a specific delivery time?
We can request a driver pre-call, but specific delivery times cannot be guaranteed. Deliveries are an all-day service from 9am – 5pm and do not have a fixed timeslot unless you upgrade your delivery to morning or a timed delivery.
What happens if I am not available on the delivery day?
If a delivery cannot be completed due to no one being available, we can leave the goods at your request, but we would accept no liability for damages or theft etc. If leaving them is not possible, re-delivery charges will apply, this is the same cost as your original delivery. Please ensure someone is present or authorised to receive the goods.
Do I need to provide my own equipment to move the goods?
Yes. You are responsible for moving goods from the kerbside delivery point and ensuring safe handling on site.
What about hairline cracks?
Hairline cracks can occur naturally or during transit. If found, notify us immediately with clear photos. Where appropriate, we may offer a replacement or credit at our discretion.
Can I return goods?
Returns are accepted only where goods are:
• Unused
• Uncut
• Undamaged
• Suitable for resale
Returns must be agreed in advance.
DAMAGES, ON OR AFTER DELIVERY
What if I notice damage on delivery?
All goods must be inspected immediately on arrival. This includes removing the top layer of shrink wrap to check for visible damage, impact marks, or transit issues.
If any damage is found, the delivery note must be clearly signed “DAMAGED” and we must be notified straight away. This is essential for us to pursue a claim with the haulage company.
What if damage is found later at the bottom of a pallet?
If damage is discovered after delivery and the goods were signed for without damage, we may be unable to make a claim with the haulage company.
In these situations, we will review the issue and may, at our discretion, offer a replacement or credit. Delivery costs may still apply, depending on the circumstances.
What if I find hairline cracks in the slate?
Natural slate may occasionally contain hairline cracks, either as a natural characteristic of the material or through handling in transit.
If hairline cracks are identified, please notify us immediately and provide clear photographs. Where appropriate and at our discretion, we may offer a replacement or credit.
What if cracking occurs after installation?
Slate is a natural stone and is not crack-proof. Even when all recommended guidelines and installation procedures are followed, cracking can sometimes occur and cannot always be avoided.
Cracking that occurs after cutting, installation, or use is commonly influenced by factors such as:
• installation method and bedding technique,
• heat exposure and thermal expansion,
• airflow and stove output, and
• the use of one-piece hearth installations, which can increase stress on the stone.
For this reason, we strongly recommend inspecting each piece before installation. Wiping the slate with a damp cloth or sponge and allowing it to sit briefly can help highlight any hairline cracks or natural characteristics before fitting.
Once goods are cut, installed, modified, or used, they are deemed accepted and are non-returnable. Following appropriate installation guidance and inspection procedures helps minimise risk but cannot eliminate it entirely.
RETURNS, REFUNDS & CHANGES
Can I return part of an order?
Yes, provided the returned goods meet the return conditions (unused, uncut, undamaged, suitable for resale) and the return is agreed in advance.
Are delivery charges refundable if I return goods?
No. Delivery and collection charges are non-refundable.
Why might a restocking fee apply?
A restocking fee may apply where goods are ordered in error, deemed unsuitable by the customer, or returned without fault on the Supplier’s part. This reflects handling, administration, and reprocessing costs.
PREMISES & VISITS
Can I visit your premises to choose specific slabs?
Visits are welcome for viewing purposes only. Goods remain palletised and slab-by-slab selection is not available during visits.
Do you have a showroom?
No. We operate from a working warehouse and yard environment and do not have showroom displays.
COMMUNICATION & ADMIN
Will I receive order confirmation in writing?
Yes. All accepted orders and proforma invoices are issued in writing for your records.
Why are calls recorded?
Calls are recorded to ensure accuracy, provide training and quality monitoring, and assist with dispute resolution if needed.
Who should I contact if I have a problem with my order?
Please contact us as soon as possible with your order reference and any relevant photos or details so we can assist promptly.
Where can I find full terms and conditions?
Our full Terms & Conditions of Sale are available on our website and apply to all orders. We recommend reviewing them before placing an order.
