Reporting damaged items

Wrong or missing items

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Stonewise Help Centre

Damaged items and quality

Who is Stonewise (formerly The Stonemart) and what do you offer?

Why did The Stonemart become Stonewise?

Where are your stones sourced from?

What makes your products different from other suppliers?

What is SquareMeal?

Can I visit your warehouse to see products?

Do you have a physical retail store?

Which document governs if different pages seem to contradict each other?

About Stonewise

What types of paving do you offer?

Will the stone I receive look exactly like the pictures on your website?

What finishes are available for paving products?

What's the difference between 22mm and 18mm calibrated paving?

What are patio packs and how do they work?

Can I customise patio pack sizes?

Do you offer custom sizes, and what is the difference between natural stone and porcelain paving?

How do I ensure I choose the right colour for my project?

How long does it take for customised orders to be processed?

Are your products suitable for driveways?

Understanding natural stone products

Do I get free samples?

What size are the samples and how do I request them?

How many samples can I order at once?

Can I get a full-size slab as a sample?

What if the sample I want isn't available?

How long does sample delivery take?

Samples and product selection

Products and materials

How do I place an order on your website?

Do I need to be a trade customer to order from your website?

I'm having trouble ordering online. Can someone help me?

How much material should I order for my project?

How do I calculate how many slabs or packs I need?

Can I get an invoice before I pay?

What are split packs and how much do they cost?

Can I order split sizes in a mixed patio pack?

How do I track my order status?

How to place an order?

Can I change my order after I've placed it?

Can I add more products to my existing order?

How do I cancel my order?

Can I change my delivery date/address after ordering?

Order changes and cancellations

Ordering and pricing

What payment methods do you accept?

Is it safe to pay on your website?

Can I pay by bank transfer for my order?

Will I receive a receipt or invoice after payment?

Payment methods and security

Do you offer Buy Now Pay Later?

How does Klarna work?

How does PayPal Pay Later work?

Do you offer credit options for trade customers?

Are there any interest charges on Buy Now Pay Later?

Will using Buy Now Pay Later affect my credit or eligibility?

Buy Now Pay Later and financing options

Payment and financing

What are your delivery charges?

Which areas incur extra delivery charges?

What about deliveries to less accessible areas?

Do you offer international shipping?

Do you deliver to my postcode?

Can I collect my order from your warehouse instead of having it delivered?

Do you provide any discount on collection?

Do you deliver to multiple addresses in one order?

Delivery costs and areas covered

How long does delivery take?

When do you deliver?

Can I choose a specific delivery date?

Can I choose morning or afternoon delivery?

How do I get an ETA (estimated time of arrival)?

Can I delay my delivery date?

Can I bring my delivery date forward?

Can I split my delivery across multiple days?

Delivery times and scheduling

How do you deliver?

What are the delivery preparedness requirements to ensure a safe and smooth delivery?

What if I don't have a suitable surface for delivery?

Can I add delivery instructions to my order?

What happens if the lorry can't access my road?

Can you deliver on a smaller vehicle if my road has weight/width restrictions?

Do you offer HIAB delivery?

What if no one is home when the delivery arrives?

What happens if I cancel my order after it has been shipped?

Delivery process and requirements

How do I track my order or check its status?

Can I contact the delivery driver directly?

Tracking your order

What if my delivery is delayed?

Will I be compensated if my delivery is late?

Should I book tradespeople before my delivery arrives?

Delivery issues and delays

Shipping and delivery

What is your return policy?

How do I start a return?

How much does it cost to return an order?

Can I return individual slabs or a partial pack?

What if I've opened the packaging?

Can I return items that have been installed?

What happens if the collection fails because I didn't follow the return requirements?

How long does it take to get my refund?

Return policy and process

Returns and refunds

What should I do if I receive damaged items?

Why do I need to report damage within 48 hours?

Do I need to sign for damaged goods differently?

What is your damage policy?

Are slightly chipped or damaged slabs considered faulty?

Do you offer free replacements for damaged items?

What if I receive the wrong items?

What if items are missing from my delivery?

How quickly will you replace wrong items?

What installation and aftercare products do you sell?

How much jointing compound do I need for my project?

Do I need to seal my natural stone paving?

Which sealer should I use for my paving?

What's the best way to clean my paving?

How do I remove black spots or lichen from my paving?

What is paving primer and when should I use it?

Can I use the same jointing compound for natural stone and porcelain?

How long does algae protection last after using cleaning products?

Installation products and accessories

Installation and aftercare

What is Stonewise Trade?

Who can join Stonewise Trade?

What are the financial perks of joining the trade programme?

What are the exclusive benefits for the trade partners?

What is the reward and recognition programme?

How do I apply for a trade account?

Is there any minimum spend required?

Can I place custom orders as a Trade Partner?

What is the trade credit option?

How do the cashback works?

What is the collection discount?

Do I get VAT invoices?

Can I get customer recommendations through the Stonewise Trade?

How do I get my trade discount?

Can I get quotes for large commercial projects?

How do I contact the dedicated trade support team?

Is there a fee to join Stonewise Trade?

Can I still order if I'm not a trade customer?

What happens after I submit my trade application?

Can I combine trade discounts with other promotions?

How is my trade account different from a retail account?

Stonewise Trade benefits and application

Trade customers

What's the best way to contact Stonewise?

What are your customer service hours?

Can I contact you via WhatsApp?

I need urgent help with my delivery today. Who do I contact?

Can I provide feedback about my experience?

How to contact us?

Contact and support