Question 1

How do I place an order?

Accepted Answer

Browse our range, add products to your basket and proceed through checkout. You can pay securely online using a debit or credit card, or via bank transfer. If you need assistance choosing the right product or technical support, call us on 01664 454 572 and our team will be happy to help.

Question 2

Can I order a sample before buying?

Accepted Answer

Yes. We offer colour samples for all of our natural stone and concrete coping products so you can see the finish before you commit to a full order. Add a colour sample to your basket from the product page, or contact us directly to arrange one.

Question 3

Do you sell to both trade and retail customers?

Accepted Answer

Yes, we supply both homeowners and trade professionals including builders, landscapers, groundworkers and builders merchants. Trade customers receive discount based on order volume. Register for a trade account or select Trade Enquiry on our contact form to get started.

Question 4

Can I place a custom or bespoke order?

Accepted Answer

We can accommodate bespoke sizes and finishes for all projects. Contact us with your requirements and we will provide a tailored quote. Lead times for bespoke orders vary depending on specification and quantity.

Question 5

Is there a minimum order quantity?

Accepted Answer

There is no minimum order quantity for standard or bespoke products.

Question 6

How much does delivery cost?

Accepted Answer

Colour samples are sent via standard post with free delivery. For stone products, delivery is charged by weight and postal code, starting from £70. Your exact delivery cost is calculated and shown at checkout before you pay.

Question 7

How long does delivery take?

Accepted Answer

Colour samples are typically delivered within 3–5 working days. Stone products are handmade to order and take approximately 2–3 weeks from the date of order (depending on order quantity). We will confirm your lead time when your order is placed, confirmation of exact delivery will be sent via your preferred contact method 2 days prior to delivery.

Question 8

Do you deliver on pallets?

Accepted Answer

Yes. Coping stones and pier caps are heavy items and are shipped on pallets via a dedicated pallet courier. You will need to ensure someone is available to receive the delivery as the driver will require a signature. Kerbside delivery is standard; the driver is not able to carry goods inside.

Question 9

Do you deliver to Northern Ireland, Scotland, or the islands?

Accepted Answer

We deliver to most of the UK including Scotland, Wales, and Northern Ireland, however additional delivery charges may apply to remote postcodes and islands. Please contact us before ordering if you are in a remote area and we can confirm the exact delivery cost.

Question 10

What if my delivery arrives damaged?

Accepted Answer

If any items arrive damaged, please photograph the damage before signing and note it on the delivery paperwork. Contact us within 48 hours with photos and we will arrange a replacement as quickly as possible.

Question 11

What payment methods do you accept?

Accepted Answer

We accept all major debit and credit cards including Visa, Mastercard, and American Express. We also accept bank transfer (BACS). Payment details are provided at checkout.

Question 12

Is my payment secure?

Accepted Answer

Yes. All online payments are processed through a fully encrypted, PCI-compliant payment gateway. We do not store your card details on our servers.

Question 13

Can I pay by bank transfer?

Accepted Answer

Yes. If you prefer to pay by BACS, select bank transfer at checkout or contact us directly. Orders paid by bank transfer will be dispatched once the funds have cleared, which is usually the same or next working day.

Question 14

Can I get a formal quote or invoice before paying?

Accepted Answer

Absolutely. Contact our team with your requirements and we will send a formal written quote. For trade accounts we can also arrange invoicing on agreed payment terms.

Question 15

What is your returns policy?

Accepted Answer

We don't accept returns — all orders are manufactured to order. However, accommodations can be made in the event the purchase was in error, but this is at our discretion. Please contact us for more details if you purchased in error.

Question 16

What should I do if I receive the wrong items?

Accepted Answer

Contact us within 48 hours of delivery with your order number and photos of what was received. We will arrange collection of the incorrect items and dispatch the correct ones at no additional cost to you.

Question 17

How long does a refund take?

Accepted Answer

Once a refund has been approved, we will process your refund within 5 working days. Refunds are returned via BACS. You will receive an email confirmation once the refund has been issued.

Question 18

How do I apply for a trade account?

Accepted Answer

You can apply for a trade account via our trade application page. Fill in your details and we will review your application promptly.

Question 19

What discount do trade customers receive?

Accepted Answer

Verified trade customers receive discount across our full product range, applied automatically at checkout. Volume discounts are available for large or repeat orders. Speak to our team to discuss pricing for ongoing projects.

Question 20

Can trade customers order on account?

Accepted Answer

Yes. Trade customers can apply for 30-day payment terms — apply for a trade account here.

Question 21

Can you hold or reserve stock for a trade project?

Accepted Answer

As all of our products are made to order we do not hold stock. We can however schedule your order into our production queue — contact us with your project timeline and quantity requirements to discuss lead times.