Delivery & Returns
DELIVERY OPTIONS
Free Delivery
Orders over £150 qualify for free delivery to most mainland UK addresses.
Royal Mail 2nd Class / Royal Mail 48
Usually delivered within 2 to 5 working days after dispatch.
Royal Mail 1st Class / Parcel Force Express 24
Usually delivered within 1 working day after dispatch.
Pallet Delivery
Some larger orders are more suitable for pallet delivery rather than parcel courier. This is arranged at our discretion to ensure your order is delivered safely and efficiently.
DISPATCH TIMES
Every Stonelux product is manufactured by us here in Yorkshire. Many of our most popular colours in the Simply Stone and Smooth Stone finishes are held in stock, although stock levels do vary daily. If your order is placed before 12pm on a working day, and your chosen item is in stock, we will make every effort to dispatch it the same day. You are welcome to contact us for up to date stock levels before placing an order.
If your chosen items is out of stock, or if you are ordering a bespoke or custom colour, or a finish such as Stone Fleck or Antiqued Stone, the paint will be made to order. Dispatch is usually within 1 to 2 working days, but please allow up to 4 working days, as every batch must pass strict quality control before being signed off.
Larger sizes (above 5L, or multiples of 5L) are less likely to be available off the shelf and may take longer to dispatch.
ADDITIONAL DELIVERY INFORMATION
- Delivery times are estimates only and are not guaranteed. They apply after dispatch, not from the time of order. For the avoidance of doubt, time is not of the essence of the contract of sale.
- Orders placed after 12pm, at weekends, or on bank holidays may be processed on the next working day. This day will be considered the first working day of the dispatch process. During bank holidays or the Christmas period, please allow additional time for processing and delivery.
- Deliveries to Scotland, Northern Ireland, Channel Islands, Isle of Man, and Isle of Wight may take longer, and delivery surcharges may apply.
- Deliveries are normally made between 8:00am and 5:30pm and may require someone aged 18 or over to be present to accept the parcel. Please bear this in mind when providing a delivery address.
- Where our courier has attempted to deliver your order but no response has been received, and goods are returned to sender, a standard charge of £7.45 will be made for redelivery.
- For orders including 10L or 20L containers, we may dispatch in 5L containers for cost-effectiveness and flexibility.
DAMAGED/INCORRECT ORDERS
We take great care to ensure your order reaches you in good condition. However, due to the nature of paint products, minor leakage can sometimes occur during transit. This does not affect the quality or performance of the paint and is not considered a damaged or faulty product. Refunds are not offered for minor leaks.
If you receive an order that is damaged or incorrect, please notify us within 48 hours of delivery. To help us resolve the matter quickly, please include your order number and clear photographs of both the packaging and the item in your correspondence.
Failure to notify us within this timeframe will mean we will deem your order to have been delivered correctly, and you will have waived all rights to claim for replacement or refund. This does not affect your statutory rights.
RETURNS POLICY
In addition to your consumer rights and rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we offer the following returns policy:
- Returns are accepted for eligible items within 28 days of purchase, with proof of purchase.
- Items must be unopened, unused, in their original packaging, and in the same condition in which you received them. We cannot accept returns of tubs or paint cans that have been opened.
- Items excluded from this returns policy are:
- Stone Flecks and Antiqued Stone finishes (as these are mixed to order).
- Custom-made items, such as hand-painted swatches, colour matches and bespoke colours.
- Opened tubs or paint cans.
- Where items have been purchased together at a discounted rate, all items must be returned to be eligible for a refund.
- You must notify us of the return either in writing at the address below, by telephone at 01405 720281, or by email at info@stonelux.co.uk.
- You must arrange, at your own non-refundable expense, to return the items in a saleable condition to Returns, Stonelux, 1 Eco Business Park, Eco Way, Doncaster, DN7 4JJ, as soon as possible. Please ensure that you include your name, address, and order number with the return.
- We strongly recommend that you return goods in their original packaging or packaging of equal strength, fully insure the items, and obtain proof of delivery. Stonelux is not liable for any damage or loss during transit. Goods must arrive in a re-saleable condition for refunds to be processed.
- Items will not be deemed as returned until they are received by us.
- On compliance with the above, a refund will be processed, less a 15% surcharge of your order value, to cover administration and warehouse restocking costs.
- In the event of a dispute regarding the eligibility of a return, our decision will be final.
Note: Please remember that the following items are excluded from returns:
- Stone Fleck and Antiqued Stone finishes.
- Custom-made items, including hand-painted swatches and colour matches.
- Opened tubs or paint cans.
