FREQUENTLY ASKED QUESTIONS

We do not offer a guaranteed next day delivery service.

Certain delivery options, such as Royal Mail 1st Class or ParcelForce Express 24, are next working day services after dispatch. However, dispatch times vary depending on stock availability and whether your item is made to order.

If your order is placed before 12pm on a working day and the item is in stock, we will make every effort to dispatch it the same day.

If your item is out of stock, made to order, or a bespoke finish such as Stone Fleck or Antiqued Stone, dispatch is usually within 1 to 2 working days, but please allow up to 4 working days for production and quality control.

If your order is urgent, please contact us on 01405 720281 before placing your order so we can confirm current stock levels and dispatch times.

Delivery times depend on both dispatch time and the delivery service selected.

If your order is placed before 12pm on a working day and the item is in stock, we will make every effort to dispatch it the same day.

If your item is out of stock, made to order, or a bespoke finish such as Stone Fleck or Antiqued Stone, dispatch is usually within 1 to 2 working days, but please allow up to 4 working days for production and quality control.

Once dispatched, estimated delivery times are as follows:

• Royal Mail 2nd Class Letter: 2 to 3 working days after dispatch. Please allow up to 5 working days during busy periods.
  
• Royal Mail 1st Class Letter: 1 to 2 working days after dispatch.
• Royal Mail 48: 2 to 5 working days after dispatch. Please allow up to 7 working days during busy periods.
• ParcelForce Courier Pack 24 : Next working day after dispatch. Remote and offshore postcodes may take longer.
• ParcelForce Express 24: Next working day after dispatch. Remote and offshore postcodes may take longer.
• Palletforce Pallet: 2 working days after dispatch.

Delivery times are estimates only and are not guaranteed. They apply after dispatch, not from the date the order was placed.

No. Delivery times apply after your order has been dispatched, not from the date the order was placed.

Dispatch times vary depending on stock availability and whether your item is made to order.

If your order is placed before 12pm on a working day and the item is in stock, we will make every effort to dispatch it the same day.

If your item is out of stock, made to order, or a bespoke finish such as Stone Fleck or Antiqued Stone, dispatch is usually within 1 to 2 working days, but please allow up to 4 working days for production and quality control.

Orders placed after 12pm, at weekends or on bank holidays will be processed on the next working day. For dispatch timeframes, the first full working day begins after the order has been processed.

Delivery charges are calculated at checkout based on your location, order weight and the delivery service selected.

Sample pots and colour charts qualify for free standard delivery to most mainland UK addresses.

All other product orders are subject to delivery charges, which will be clearly displayed before you complete your order.

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.

We ship throughout the United Kingdom and Ireland via our website.

We do not ship to the United States.

For certain other international locations, including parts of the EU, orders may be possible subject to minimum order quantities and shipping arrangements. These orders cannot be placed through the website and must be arranged directly with us.

If you are located outside the UK or Ireland, please feel free to contact us at 01405 720281 or vial email at info@stonelux.co.uk, and we will be happy to advise.

Yes. Once your order has been dispatched, you will receive a dispatch confirmation email. This email is sent at the time of dispatch and includes tracking information and a link to monitor the progress of your delivery.

If you have not received your dispatch confirmation, please check your junk or spam folder.

Tracking updates are provided by the courier and may take time to update. Delivery times are estimates only and are not guaranteed.

We strongly recommend that someone aged 18 or over is present at the delivery address to accept the parcel at the time of delivery.

Deliveries are made between 7:00am and 6:00pm Monday to Friday, excluding bank holidays.

We do not offer the option to select a safe place at checkout because we do not recommend leaving parcels unattended.

If, after dispatch, you arrange with the courier for Goods to be left unattended, placed in a safe place, redirected, or delivered in accordance with a pre-existing delivery preference, this is entirely at your own risk.

Delivery will be deemed completed once the Goods have been left in accordance with those instructions or preferences. Risk in the Goods passes to you at that time, and we will not be responsible for any loss, damage or theft thereafter.

If no one is available at the time of delivery, the courier may attempt redelivery on another day or leave instructions (by card or email) for rearranging delivery or collection, depending on the service used.

If you miss your delivery, the courier may attempt redelivery on another day or leave instructions (by card or email) for rearranging delivery or collection, depending on the service used.

It is your responsibility to follow the courier’s instructions and rearrange delivery or collect the parcel within the timeframe specified by the courier.

If the parcel is returned to us for reasons not attributable to us, 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.

It is your responsibility to ensure that the delivery address provided at checkout is accurate and complete.

Our shipping labels are generated automatically from the address details entered at the time of ordering. For this reason, it is important to check your address carefully before completing your purchase.

If you become aware of an error, please contact us as soon as possible by telephone on 01405 720281. If your order has not yet been dispatched, we may be able to update our system. However, once an order has been dispatched, we are unable to amend the delivery address.

Where Goods are returned to us for reasons not attributable to us, including but not limited to incorrect or incomplete delivery details, 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.

This section applies only where a parcel is returned to us following a failed delivery.

Where Goods are returned due to a delivery failure caused by Stonelux or the appointed courier, including misrouting or other handling error not caused by you, we will arrange a full refund without deduction of delivery or return carriage charges.

If Goods are returned to us due to incorrect or incomplete delivery details, failure to accept delivery, failure to rearrange delivery, failure to collect from a depot or collection point, refusal of delivery, restricted or inaccessible premises, or failure to pay customs duties or related charges (where applicable), the Contract will be treated as terminated once the Goods are returned to Stonelux.

In such circumstances, we reserve the right to deduct from any refund due:

• the original delivery charge; and
• any return carriage charges incurred.

Please first check your dispatch confirmation email to confirm the date your order was dispatched and to review the tracking information provided.

Delivery timeframes apply after dispatch, not from the date the order was placed. Dispatch may take up to four working days (Monday to Friday, excluding bank holidays), depending on stock availability and production requirements.

Once dispatched, estimated delivery times depend on the service selected. During busy periods, delivery may take longer than the standard estimate.

If tracking shows that delivery has been attempted or your parcel is in transit, you may be able to rearrange delivery or review alternative delivery options directly via the courier’s tracking page, which is accessible by following the link in your dispatch confirmation email. .

We recommend contacting the courier directly in the first instance for real-time updates or to manage delivery arrangements where available.

If your order has exceeded both the maximum dispatch timeframe and the estimated delivery timeframe for your selected service, and tracking has not updated, or if the parcel is marked as delivered but has not been received, please contact us on 01405 720281 or email info@stonelux.co.uk with your order number so we can investigate.

We accept returns of some products within 28 days of purchase. Items must be unused, in their original packaging, and in resalable condition.

The Stone Range, hand-painted swatches and colour matches are custom-made to order and non-returnable unless faulty.

For more details, please visit Stonelux Delivery & Returns.

To return an item, please email us at info@stonelux.co.uk for return instructions. The return postage costs are the customer's responsibility unless the item is faulty.

We recommend using tracked and insured shipping, as we cannot be held responsible for items lost or damaged in transit. Items must be securely packaged to avoid damage. For more details, including the return address, please refer to our Returns Policy.

Please check your order upon delivery. Any damages, incorrect, or missing items must be reported within 48 hours by emailing info@stonelux.co.uk, including photos of any issues. After 48 hours, we will assume the order was received in good condition.

Minor leaks during transit do not constitute a faulty product as they do not affect performance.

Once reported, we will arrange a replacement or refund where appropriate.

We always recommend using Stonelux® Primer & Undercoat before any application of Stonelux Paints. Here are the reasons why:

1. Our Primer & Undercoat adheres to the substrate to form a binding layer that is better prepared for application of all Stonelux® Paints.
2. Use of Primer & Undercoat results in a better, more durable and longer lasting finish.
3. Our Primer is also a colour matched Undercoat to help with coverage, ensuring you achieve a full depth of colour with minimal coats of Stonelux® Paints. Available colours: Portland, Buff, Grey & Red.

Measure the height and width of the area you want to paint. Multiply together to get the total square meters. Subtract any areas that will not be painted, like doors and windows.

Divide the total square meters by 2.5 (the up to coverage per litre) to get the amount of litres you require. This coverage includes the recommended 3 coats.

You can use our Paint Calculator for guidance.

Keep in mind, coverage will decrease on porous and textured surfaces.

We recommend that you apply one coat of Primer (a second coat of Primer can be applied where there is a significant colour change).

As our Stonelux® Paints are made with natural stone, we recommend a minimum of 3 coats of your chosen topcoat for a full and accurate depth of colour. Building our paints layer by layer, will ensure a beautiful, even, and hard-wearing stone finish to your project.

We recommend using economy natural bristled brushes or foam rollers for applying Stonelux Paints.

The soft, sparse bristles of economy natural brushes help prevent ground stone build-up within the brush, ensuring smooth application.

Foam rollers are ideal as they achieve an even stone effect finish. Standard fibre rollers aren’t suitable as the stone particles in Stonelux paints can get trapped in the fibres, leading to an uneven texture.

All our paints are water-based, which means you can simply use water to clean your equipment.

If you've finished painting, scrape as much excess paint off the brush/roller as you can before cleaning in warm water.

If you haven't finished painting and want to keep your brush/roller fresh overnight, simply wrap in an airtight plastic bag or cling film and seal tightly around the handle with tape.

In recent years, the shelf life of water-based paints has faced challenges due to the restrictions on previously used stabilising ingredients. To ensure the longevity of Stonelux paints, its crucial to follow proper storage guidelines.

Unopened Shelf Life

An unopened tin of Stonelux paint should last at least 2 years when stored correctly.

Opened Shelf Life

Once a tin is opened, its shelf life diminishes due to exposure to environmental contaminants, such as bacteria and fungi, which can enter through airborne particles or contact with brushes and mixing equipment.

When an opened tin of water-based paint is stored under optimal conditions, free from contamination, it should remain viable for at least 12 months. Incorrect storage can significantly reduce this shelf life, making it imperative to adhere to the recommended storage conditions.

Recommended Storage Conditions

• Temperature and Environment: Store paint in a dry location and within the temperature range of 10 to 30 degrees Celcius.
• Packaging: Keep the paint in its original container.
• Airtight Seal: Ensure the lid is tightly sealed and airtight after each use. Remove any excess or dried paint from both the lid's edge and the container's rim to ensure a tight seal.
• Partial Use: If you do not plan to use the entire container of paint at once, we strongly advise transferring the required amount into a separate container. This prevents the introduction of contaminants to the paint through repeated dipping of brushes.
• Avoid Temperature Fluctuations: Do not store paint in a vehicle, shed or any other environment where it may be exposed to rapid and frequent temperature fluctuations. Such conditions can create an ideal environment for rapid bacterial growth and should be avoided to preserve the quality of the paint.

Our stone effect paint shades are available in four traditional stone effect finishes, each carefully hand-blended for a realistic look and feel:

• Simply Stone™: Contains high-quality ground stone to create an authentic matt stone finish that compliments both traditional and contemporary designs. The uniform texture and colour provides a warm and inviting natural look that maintains all the class and character of traditional stonework.
• Stone Flecks™: The same beautiful textured finish as SIMPLY STONE™, but with additional stone flecks for a more naturally speckled appearance. STONE FLECKS™ creates a stone finish full of depth that will add immense character, warmth and authenticity to any project.
• Antiqued Stone™: A classic stone finish that contains natural ground stone, combined with large stone flecks to create a simulated aged stone appearance. The prominence of the flecks provides the appearance of stonework that has been naturally altered by the passage of time, for a worn rustic feel with vintage charm.
• Smooth Stone™: The least textured of our stone finishes acquires its elegant stone appearance from natural stone flecks. Creates a matt stone effect finish that is naturally lighter in texture, uniform in colour and has a soft appearance that is pleasing to both the eye and touch.

Our paints contain real ground stone, and your new stone finish should be cared for in the same way as natural stone.

• General Cleaning: Simply remove any dust and dirt from your painted surfae using a soft bristled brush, the brush attachment on you vacuum cleaner, or a dustpan and brush.
• Stubborn Dirt: More stubborn dirt can be removed using warm soapy water and a soft bristled brush (we recommend a brush, as you may find that a cloth can catch or 'snag' on the natural stone texture in the paint

Yes, we are so confident in the quality and durability of Stonelux paints that we offer a 10-year guarantee.

This ensures that you can enjoy beautiful, long-lasting results with peace of mind. Our commitment to excellence means you can trust Stonelux paints to maintain their stunning finish for years to come. For more details, visit our Stonelux Guarantee page.