FREQUENTLY ASKED QUESTIONS
1) We require approximately 1 container every 8 weeks, do you supply companies like ours?
2) We require a selection of say 6 colours per container load.
3) What is your standard slab size or can we specify?
4) What is approximate delivery time from order?
5) We have assumed approx 60 slabs per container - please advise your estimate.
6) We assume the prices for different colours vary?
7) Can you supply free length strips to our width, say 600-800 mm, polished face, one long edge polished square and the opposite edge sawn square or any other edge profile we require for counter tops?
8) We require samples for potential customers.
9) Why are your prices so competitive?
10) What is the difference between First Choice and Commercial Quality?
11) Will my tiles look the same as the picture on your website?
12) Will all my tiles look the same as the sample?
13) Are the ceramic and porcelain tile samples free?
14) I quite like a few of your natural stone tiles, how many samples can I order and can I email you sample requests?
15) How big are your samples and how long will they take to arrive?
16) What methods of payment do you accept?
17) How long does delivery take?
18) Can I specify a delivery date or time?
19) Are you able to leave my order with a neighbour or at the side of my house?
20) What happens if my goods arrive damaged?
21) What happens if I am not in at the time of delivery?
22) Can I order goods to be delivered to someone else at a different address other than my card billing address?
23) Does honed mean polished
24) Do you sell the anything for your basins / sinks to sit on?
25) How much does it cost to lay natural stone tiles?
26) Can you recommend anyone to lay the tiles, could I do it myself?
27) Can we come and see your tiles and do you have a showroom / brochure?
28) Do you charge to collect the tiles?
29) How much do I have to buy in order to qualify for a discount?
30) Does stone have to be sealed before grouting and can I use it in a kitchen or bathroom?
31) Do I have to keep treating the stone?
32) Do you also sell the adhesive and grout, and where can I get advice about these?
33) Do I have to use Colour Intensifier?
34) I have just finished laying the stone tiles and they appear patchy?
Q. We require approximately 1 container every 8 weeks, do you supply companies like ours?
A. Our entire business revolves around companies such as yourselves. One or two containers a year are not a problem.
Q. We require a selection of say 6 colours per container load.
A. This is not a problem so long as the materials chosen are from that specific country's production. If you require mixed loads of say Brazilian, Finnish, Indian and Swedish granites then they would have to come from Italy.
Q. What is your standard slab size or can we specify?
A. You can specify however the price lists show the usual minimum sizes available.
Q. What is approximate delivery time from order?
A. Despatch for slabs is usually 2-4 weeks, for strips 4-6 weeks, however we are working on extra production stock to reduce this time.
Q. We have assumed approx 60 slabs per container - please advise your estimate.
A. 2 cm = 375 m2 per container - say 90-100 slabs
3 cm = 250 m2 per container - say 60-70 slabs
Q. We assume the prices for different colours vary?
A. Yes. All the prices are shown on our price lists for the different colours.
Q. Can you supply free length strips to our width, say 600-800 mm, polished face, one long edge polished square and the opposite edge sawn square or any other edge profile we require for counter tops?
A. Yes!
Q. We require samples for potential customers.
A. These can be included free of charge in your container. Just specify your requirement. We usually supply 150 x 150 x 10 mm (6" x 6" x 3/8").
Q. Why are your prices so competitive?
A. You are buying direct from the producer.
Q. What is the difference between First Choice and Commercial Quality?
A. First Choice materials have no visible flaws, are uniform in character and material thickness does not vary. All materials are filled with epoxy resin where deemed necessary and completed to accepted international standards. Tiles are carefully calibrated, bevelled and polished.
Q. Will my tiles look the same as the picture on your website?
A. All monitors depict colour differently. So unless you are familiar with the product it is always best to order a sample.
Q. Will all my tiles look the same as the sample?
A. All ceramic and porcelain tiles will look the same. However if you have ordered natural stone tiles, each tile is subject to natural colour and shade variations even if they are from the same batch and cut from the same block.
Q. Are the ceramic and porcelain tile samples free?
A. As the samples of ceramic and porcelain are whole tiles, they are expensive to send out. Therefore we would ask you to pay £5 to cover postage which is refundable should you place an order with us.
Q. I quite like a few of your natural stone tiles, how many samples can I order and can I email you sample requests?
A. The first two samples are free; however subsequent samples are charged at £1 per sample plus postage. You can email us to request up to two samples, but please call with further sample requests so we can work the postage cost out. The cost of up to five samples is refundable should you order from us.
Q. How big are your samples and how long will they take to arrive?
A. Natural stone samples are 10x10cm, ceramic and porcelain samples are full tiles. Due to the high demand for samples, please allow up to a week for them to arrive. Samples will be delivered with no covering letter and with a Manchester postmark on the envelope.
Q. What methods of payment do you accept?
A. All products are to be paid for in full before shipping either by cheque, bank transfer, Pay Pal or Credit / Debit card. Unfortunately we can not accept payment of any kind on delivery as we use third party pallet distribution companies and couriers.
Q. How long does delivery take?
A. Provided the item you have ordered is in stock and funds have cleared, delivery will take between two and five working days. If your item is out of stock we will contact you immediately to let you know. Please bare in mind that stone is very heavy and needs a large vehicle to deliver it, so please let us know in advance if your road is narrow or has restricted access in any way.
Q. Can I specify a delivery date or time?
A. If your order is under 5 Sqm (or less than £28 delivery fee) you can request a specific delivery date free of charge. If your order is over 5 Sqm you can request a delivery date for an extra delivery fee, please call us for more details. However we are unable to deliver or notify you of delivery at a specific time of day.
Q. Are you able to leave my order with a neighbour or at the side of my house.
A. Orders under 5 Sqm (less than £28 delivery fee) require a signature on delivery and can therefore be left with a neighbour if requested but not at the side of the house. Orders over 5 Sqm can be left at the side of the house, but regrettably not with a neighbour. Any such request will have to be made in writing either by fax, email or in the item request box on your order form.
Q. What happens if my goods arrive damaged?
A. In the unlikely event of this happening, please call us within 48 hours of delivery. Please do not attempt to use any of the undamaged products before speaking to us. In most cases products can be quickly collected and replaced (subject to stock availability).
Q. What happens if I am not in at the time of delivery?
A. Either the delivery company will attempt to contact you or a card will be left with contact details on how to rearrange delivery or collect your goods from a local depot.
Q. Can I order goods to be delivered to someone else at a different address other than my card billing address?
A. In order to protect ourselves, an explanation may be required in such circumstances (e.g. sent to a client’s address) and proof may be required.
Q. Does honed mean polished?
A. Honed is a smooth surface rather than a textured or shiny polished one.
Q. Do you sell the anything for your basins / sinks to sit on?
A. We can supply the matching pedestals but these take 10-12 weeks for delivery. Please email us to request pictures.
Q. How much does it cost to lay natural stone tiles?
A. Quotations for laying tiles are dependent on the cost of labour in your area and can range from approx £35 to £55 per Sqm.
Q. Can you recommend anyone to lay the tiles, could I do it myself?
A. We strongly recommend that you use an experienced and professional tiler that is equipped and experienced in laying natural stone. For a recommendation it would be best to try your local tile shops as we are internet based we offer supply only.
Q. Can we come and see your tiles and do you have a showroom / brochure?
A. We feel that expensive showrooms and brochures only add unnecessary cost and not quality. Therefore in order to bring you products that represent real value for money we operate solely on-line and out of a large and extremely busy warehouse. You are welcome to visit us by appointment. Please call us for more details. All of our products are shown on our website.
Q. Do you charge to collect the tiles?
A. The delivery charge of our tiles is a direct cost that we pass on to you; therefore we do not profit on the delivery of our products and are happy for you to collect the tiles at no extra charge. However an appointment must be made in order for you to pick up your goods.
Q. How much do I have to buy in order to qualify for a discount?
A. Our prices (which can be subject to change) are based on orders of up to 33 Sqm. You can contact us with regards to discounts on larger orders. Please note that orders over 33 Sqm will incur a higher delivery charge. Please do not ask for discounts on orders below this amount as a refusal often offends.
Q. Does stone have to be sealed before grouting and can I use it in a kitchen or bathroom?
A. Yes, even if the stone tiles you have purchased are polished they still require sealing once the stone has been fitted and left to dry thoroughly overnight. Depending on the porosity of the tile, you may require 2/3 coats (or until tile stops absorbing sealant) of Lithofin MN Stain Stop (or equivalent). The stone tiles will have to dry again overnight before grouting commences. Some professionals even recommend sealing each stone before fitting. If the tiles are sealed correctly they can be maintained in the same way as ceramic or porcelain floor tiles and can be used in a kitchen or bathroom. If necessary apply more sealant to grout and tiles.
Q. Do I have to keep treating the stone?
A. If the stone tiles have been treated correctly they will just require the same regular cleaning as other hard surfaces. However we recommend that you reseal the stone tiles every four to five years to be on the safe side.
Q. Do you also sell the adhesive and grout, and where can I get advice about these?
A. At present we are not selling adhesive or grout. Different adhesives (e.g flexible) need to be used depending on the type of surface they are being laid on. Please seek professional advice if needed.
Q. Do I have to use Colour Intensifier?
A. No, only if you wish to enhance the natural appearance of the stone. (The result will make the stone appear as though you have wiped a damp sponge across it).
Q. I have just finished laying the stone tiles and they appear patchy?
A. Don’t worry, the stone has just absorbed water in the laying process and will take three to four days to fully dry out and return to its natural appearance.
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