Overview
This policy governs the shipment of all products purchased from Stones Artisan. We are committed to delivering your order safely and efficiently, with full transparency regarding timelines, methods, and costs.
Delivery and Pricing
Your order is made to order and is typically delivered within 2–4 weeks. This timeframe may vary depending on the design, size and customisation requirements. Standard delivery and all taxes are included in the displayed product price, with nothing extra to pay on delivery.
This total includes order processing, production, protective packing and delivery. There is no additional standard delivery charge or minimum order value. Stones Artisan covers all taxes.
Shipping Methods
We utilise specialist delivery partners experienced in handling luxury stone products:
- Large-item Delivery — Standard method for large items, arranged with specialist carriers
- Express Delivery — Available for urgent orders at additional cost
- White Glove Delivery — Included for all orders over £5,000; includes inside delivery, unpacking, and placement
Packaging Standards
Every piece is protected by our comprehensive packaging protocol:
- Custom Crating — Wooden crates built to fit each piece precisely
- Foam Protection — Multi-layer closed-cell foam absorbs impact
- Corner Guards — Reinforced protection for vulnerable edges
- Moisture Barrier — Sealed plastic wrap prevents water damage
- Handling Instructions — Clear markings for fragile cargo handling
All-Inclusive Pricing
The displayed product price includes standard delivery and all applicable taxes. Stones Artisan handles the delivery paperwork and pays these charges, so there is nothing extra to pay on delivery.
Optional services, such as express delivery, are quoted separately and agreed with you before your order is confirmed.
Insurance
All shipments are fully insured for the purchase value. In the unlikely event of transit damage:
- Document damage with photographs before signing for delivery
- Note any visible crate damage on the carrier's paperwork
- Contact us within 48 hours to initiate a claim
- We will arrange repair or replacement at no additional cost
Returns & Exchanges
Due to the bespoke nature of our products, we have specific return conditions:
- Damaged Items — Full replacement or repair for any damage occurring in transit
- Manufacturing Defects — Full replacement for any defect in craftsmanship
- Change of Mind — Standard catalog products may be returned within 14 days of delivery in unused condition, including standard products made after you place your order. Only products made to customer-specific sizes, designs, or customizations are excluded from change-of-mind returns
- Return Shipping — Customer bears return shipping costs for change-of-mind returns. We cover return collection costs for damaged, defective, or incorrect items
How to Request a Return
Use our contact form and include your order number, the item you want to return, and the reason for your request. For damaged, defective, or incorrect items, describe the problem so our team can advise you on the next steps. Contact us before sending heavy stone items back so we can provide return instructions and the appropriate return destination.
For a change-of-mind return, contact us within 14 days of delivery. The change-of-mind exclusion applies only to customer-specific sizes, designs, or customizations. A standard catalog product is not excluded simply because it is produced after ordering. This exclusion does not apply to damaged, defective, or incorrect items.
Refunds
Eligible returns are refunded to the original payment method within 7 business days after we receive and inspect the returned item. We do not charge a restocking fee. Including bank or payment-provider processing, you will receive your refund within 14 calendar days after we receive and inspect the returned item.
View our dedicated return and refund policy.
Contact
For shipping enquiries, delivery scheduling, or special delivery arrangements for your location, please use our contact form. Include your delivery country and postcode, and your order number if you have already placed an order.