Delivery & Returns
DELIVERY OPTIONS
Free Delivery
Free delivery is available to most mainland UK addresses on standard parcel deliveries.
Remote and offshore locations are excluded, including the Scottish Highlands and Islands, Northern Ireland, the Isle of Man, Isle of Wight, Channel Islands, and the Isles of Scilly.
Royal Mail 2nd Class / Royal Mail 48
Usually delivered within 2 to 5 working days after dispatch.
Royal Mail 1st Class / FedEx Priority
Estimated delivery: Next working day after dispatch. Remote and offshore postcodes may take longer. See ;Additional Delivery Information for more information.
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.
Pallet delivery is not included in the free delivery offer. However, Stonelux covers 50% of the pallet delivery cost, so you will only be charged half of the actual pallet delivery cost.
Where a pallet charge applies, the price shown at checkout is the final subsidised delivery charge.
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 item 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. For dispatch timeframes, the first full working day begins after the order has been processed. For example, if an order is received after 12 pm on a Monday and processed on Tuesday morning, Day 1 of the dispatch process will be Wednesday.
- During bank holidays or the Christmas period, please allow additional time for processing and delivery.
- Deliveries to Scottish Highlands and Islands, Northern Ireland, the Isle of Man, the Isle of Wight, the Channel Islands, the Isles of Scilly and other remote or offshore locations may require additional time and may be subject to surcharge.
- Deliveries are usually made between 7:00am and 6:00pm Monday to Friday (excluding Bank Holidays) and may require someone aged 18 or over to be present to accept the parcel.
- As deliveries require a signature or acceptance, please ensure that someone is present at the delivery address to receive the order.
- Where Goods are returned to Stonelux for reasons not attributable to us, including but not limited to incorrect or incomplete delivery details, refusal of delivery, failure to accept or rearrange delivery, failure to collect from a depot or collection point, restricted or inaccessible premises, or failure to pay customs duties or related charges, the order will be treated as cancelled once the Goods are returned to us. A refund will be issued less the original delivery charge and any return carriage charges incurred. Please note that our courier charges us for both the outward delivery attempt and the return of the consignment. As a small independent manufacturer, we are unable to absorb these duplicated carriage costs where delivery fails for reasons outside of our control.
- For orders including 10L or 20L containers, we may dispatch in 5L containers for cost-effectiveness and flexibility.
- Stonelux products are not authorised for shipment to or use within the United States. Our product liability insurance excludes cover in this territory. We are therefore unable to support or fulfil orders intended for export to the USA.
RETURNS POLICY (NON-FAULTY GOODS)
In addition to their statutory rights, Consumers may return non-faulty Goods under the goodwill returns policy below. The conditions below apply to all returns under this policy.
1 The Goods must be received by us within 28 days of the date of purchase.
2 Proof of purchase must be provided.
3 The total quantity of any single colour and finish must not exceed twenty (20) litres of paint or tint, or fourteen (14) kilograms of filler, per order.
4 The following Goods are not eligible for return under this policy:
- Stone Fleck and Antiqued Stone finishes (as these are mixed to order);
- Custom-made items, such as hand-painted swatches, colour matches and bespoke colours;
- Tubs and paint cans that have been opened.
5 Goods must be unopened, unused, in their original packaging and in the condition that you received them. For the purposes of this policy, “unopened” means that the lid has not been removed, lifted, loosened or otherwise disturbed and that there is no evidence of opening, tampering, paint residue on the rim, deformation of the lid, or other signs of interference.
6 To request a return, you must log in to your customer account and submit a return request against the relevant order. Submission of a return request does not constitute authorisation to return the Goods. We may request further information, photographs or confirmation that the Goods meet the conditions of this Returns Policy before approving a return. You must not return any Goods until the request has been reviewed by Stonelux and return instructions have been provided.
7 Where a return is approved, you must arrange, at your own cost, to return the Goods in a saleable condition in accordance with the return instructions provided by Stonelux. Please ensure that you include your name, address and order number with the return.
8 We strongly recommend that you return the Goods in their original packaging or packaging of equal strength, fully insure the items being returned and obtain proof of delivery. We are unable to issue refunds for Goods that are no longer in a re-saleable condition, including where damage occurs while the Goods are being returned.
9 Goods will not be deemed as returned until they are received by us.
10 Eligibility for return under this policy will be determined following inspection of the Goods upon receipt by Stonelux.
11 On compliance with the above, a refund will be processed, less a restocking charge of 15% of the order value to reflect administrative, inspection, handling and warehouse restocking costs.
12 In the event of a dispute regarding the eligibility of a return, Stonelux’s determination following inspection will be final.
DAMAGED, FAULTY OR INCORRECT ORDERS
If your order arrives damaged, incorrect or you believe a product is faulty, please contact us at info@stonelux.co.uk as soon as possible, providing your order number, details of the issue and clear photographs of the product and packaging. We ask customers to report damaged, incorrect or faulty goods as soon as reasonably possible, preferably within 48 hours of delivery.
We may request additional information, including batch numbers and photographs to help us investigate.
Where necessary, we may require the goods to be returned for inspection and testing before determining whether a fault exists.
For further information, please refer to Sections 11 and 12 of our Terms and Conditions.
Returning Goods for Inspection
Goods must not be returned without prior authorisation from Stonelux. Where a return is authorised, we will provide a Returns Authorisation email with return instructions. Goods must be dispatched within 14 days of receiving these instructions.
You will be responsible for arranging and paying for return postage initially. If the goods are confirmed to be faulty or incorrect, we will reimburse reasonable return postage costs upon receipt of proof of payment and arrange an appropriate resolution.
If our inspection confirms that the goods are not faulty or incorrect, the return postage costs will remain your responsibility. We also reserve the right to recover reasonable inspection and handling costs.
Should you wish to have the goods returned to you following an inspection where no fault is found, you will need to pay the applicable carriage charge. If payment or return instructions are not received within 14 days of notification, the goods will be disposed of in accordance with our Terms and Conditions, subject to applicable statutory rights.