Your Order Processing & Dispatch

Ordering from our website can’t be any simpler, our website receives live stock information from our warehouses therefore, if you can put your items of interest in the quantity you desire into your basket, this means we have the stock physically available to process and dispatch with our usual delivery times. In cases where your items of interest is not available then you can request an ETA (estimated time of arrival) for the item, our sales team will receive this request and reply back to you as quickly as possible with the information obtained from our purchasing department.

Additional Information

Once all your items are in your basket, just before the payment process, there is a small questionnaire that helps the hauliers to ensure that your delivery is made successfully and safety. There is one thing we kindly request from our customers and that’s to ensure the postcode used to calculate the shipping cost is the same as the delivery postcode received through the payment section, if different, this unfortunately can cause a little delay in processing an order while confirmation is requested from our customers.

Order Processing

Our sales team will receive your order confirmation e-mail and order in our system. Upon assessment of customer provided questionnaire answers, orders are than processed by our sales team who will send the order to our warehouse and book the haulier collection.

Your order progress is always updated through each stage on our system from when your order is received by our sales team to our warehouse staff preparing the order on a pallet to when it is packaged and shipped, so if you ever need an update please contact our sales team. 

Shipping

Warehouse staff take multiple shipping photos prior to orders being loaded on the haulier’s vehicle, as to ensure all records are kept and can be forwarded to our customers on request.

Delivery Process

Customers’ orders are then taken to a central hub by the haulier, who distribute all orders to the closest local depot to the delivery address. At this point, for next day orders, the delivery will be attempted without prior contact with the customer other than to inform of the possible arrival time.

For economy deliveries, the local depot will call our customers to arrange a date that is most suitable for delivery for our customers.

Order inspection & damage reporting

We encourage all our customers to inspect their orders as much as they can through the shrink wrapping, however, we still do suggest that customers also cut into the packaging for an even better inspection and if in cases of any damages being noticed, inform the delivery driver straight away and request that it is noted.

Doing this entitles our customers to free replacements with free shipping, it is unfortunately the industry standard that if damages are reported to us after the departure of the haulier, it is very difficult for the hauliers to then determine exactly when any damages would have occurred therefore unlikely for them to accept liability for the damaged items and refuse free delivery of the replacements, this is of course due to the highly fragile nature of natural stones where damages can occur at any point up until they are installed and on occasions even after that. Therefore, the longer it takes to report damages, the less likely that they will qualify for free replacements & free shipping.

We hope this blog helps in explaining our ordering process and stages that all orders go through before being received by our customers.

Please request your free samples for all items of interest.