Delivery & Returns
DELIVERY OPTIONS
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
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.
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.
- 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.
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 (NON-FAULTY GOODS)
In addition to your statutory rights, we offer a returns policy for non-faulty Goods. The conditions below apply to all returns under this policy.
13.1 The Goods must be received by us within 28 days of the date of purchase.
13.2 Proof of purchase must be provided.
13.3 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.
13.4 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.
13.5 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.
13.6 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.
13.7 You must arrange, at your own non-refundable expense, to return the Goods in a saleable condition to Returns, Stonelux, 1 Eco Business Park, Eco Way, Doncaster, DN7 4JJ. Please ensure that you include your name, address and order number with the return.
13.8 We strongly recommend that you return the Goods in their original packaging or packaging of equal strength and that you fully insure the items that you are returning and obtain proof of delivery. We are unable to issue refunds for Goods that are no longer in a re-saleable condition (this includes any damage that may occur while Goods are being returned).
13.9 Goods will not be deemed as returned until they are received by us.
13.10 Eligibility for return under this policy will be determined following inspection of the Goods upon receipt by Stonelux.
13.11 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.
13.12 In the event of a dispute regarding the eligibility of a return, Stonelux’s determination following inspection will be final.
