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Frequently asked questions

For more information regarding the services we offer and any queries you may have, please read the brief outline below or give us a call if you need more information.

Do you provide samples?

Hand Samples measuring 70mm x 150mm are available free of charge. Full tile samples can be ordered and are charged at normal rates plus freight, however the freight charge will be credited should the despatch result in an order. Contact us via email or call us in the office if you wish to order. All samples are a general indication only of texture and colour. Natural stone by its’ very nature can vary and samples can be used as guidelines only.

Will my stone tiles look the same as on your web site?

All monitors depict colour differently, natural stone is inherently difficult to photograph. So unless you are familiar with the product it is always best to order a sample.

How can I get a quote?

You can call and speak to one of our expert advisers who will guide you through the pricing and also advise you on your choice of material. Alternatively send us an e mail with the dimensions of your floor and we will calculate what you need. We can then e mail you a written estimate.

How do I place an order?

Orders can be placed by e mail phone or fax and will be confirmed by e mail. We will require an e mailed response

My project is over a period of time and will require several orders.

It is advisable to buy your stone in one batch, as the colour and surface of the stone can vary between batches. You should also ensure your tiler blends the colours so that the variation of shades are evenly placed.

What methods of payment do you accept?

We accept all major credit cards and debit cards except American Express. As well as bacs transfer and cheques.

How can I get my order delivered

Pure Stone Ltd are able to offer a fast, reliable, nationwide delivery service and an export service on request.

All deliveries are chargeable and the cost will depend on the total weight of the consignment and the postcode to which it is being delivered. All delivery charges will be based on a standard 3 working day economy rate, however an express 24h service is available upon request at an extra cost.

Deliveries will be made between 8:30am – 5:30pm Monday to Friday (excluding bank holidays).

AM, PM, Saturday AM and Specified Timed deliveries are all available upon request and carry an addition delivery surcharge.

All orders will be delivered by a 26 tonne tail-lift lorry. If access to the property is restricted then this needs to be advised prior to delivery. Most delivery depots have 7.5 tonne lorries but use of a smaller vehicle can be subject to an additional charge.

All deliveries are classed as “kerbside” drops. The driver will drop the pallets at the nearest and safest point to your property. The driver can only use machinery to move the stone and is not allowed to physically handle the goods due to insurance constraints. Should the goods need to be moved by hand then it is essential for you to arrange for a responsible individual to be present.

Most of our consignments are packed in wooden crates or on a wooden euro pallets.

All orders must be examined on delivery and any shortages, damages or other discrepancies must be signed on the delivery note and also verbally notified to Pure Stone within 72 hours.

Installation is viewed as acceptance of goods supplied, which means any claims after this stage cannot be accepted

Do I need to be present at the time of delivery?

It is important that you are available at the time of delivery, the delivery driver cannot handle the goods, so it is essential that you are there to receive the goods. All orders must be examined at the time of delivery and any damages or other discrepancies must be noted on the delivery note and reported to Pure Stone Ltd within three days of receipt.

What happens if my goods are damaged in transit?

If the order was delivered by a courier please call us to inform us immediately, make sure you sign for the goods as damaged. It is important that you inspect your goods before the driver leaves. We may require a photograph of the damaged goods in order to pursue a claim. In some cases we may collect the damaged goods.

Can I collect my order?
Collections are by prior arrangement only. Collections can only be made Monday – Friday from our warehouse in Hutton Roof and can only be made by a suitable vehicle which can be loaded using a forklift truck.

How should I unpack my tiles?

Care needs to be taken when unpacking the stone as wooden or stone spacers may need to be removed from the packaging before the stone can be lifted out.

Once delivered it is advisable to store the stones in dry conditions, the stones should be unpacked carefully and stacked vertically with a slight gap in between in order for the product to acclimatise and dry out from condensation that may have been present in the stone or the packaging.

 

Can I lay the stone myself?

We strongly recommend that you use an experienced and professional tiler who is equipped and experienced in laying natural stone. Quotations for laying natural stone tiles can vary and is often dependent on the area in which you live. Quotes can be from £30 to £60 per Sqm. We strongly recommend you use a competent fitter who can provide a reference or have a look at previous work if possible.

I have microchipping and slight edge damage on some tiles?

Natural Stone Products can contain small blemishes, fissures and sometimes chipping at the edges, this is to be expected with this type of material and irregularities can be easily be remedied during fitting by using the correct grout. Minor damage such as edge chipping is often caused in packing and unpacking tiles  but it is deemed normal practice for these to be used in cuts during the installation
process.A wastage factor should be taken into account for each project prior to ordering, this is normally 10%  which should, depending on the size of tile chosen, allow for cuts to walls and any minor imperfections.

I have just received my stone tiles and they appear darker than my sample.

Don’t worry, often stone has just absorbed water and can take a few days to dry out completely and return to its natural appearance, this can sometimes take a few days as stone tiles are often packed wet prior to shipping.

Do natural stone tiles need to be sealed?

All natural stone tiles need to be sealed . The amount of seal required depends upon the porosity of the stone and the requirement for resealing depends upon the cleaning methods used after installation and the conditions under which the tile is used. For example a low traffic floor regularly maintained will probably never need re sealing but a regularly used shower will need attention after a few years.

How should I clean my natural stone floor?

Natural stone floor should be brushed and mopped using a mild (non acidic) detergent, preferably one designed for Natural stone such as C3 Intensive Cleaner, Lithofin Easy Care, or Fila Cleaner. We would reccomend using the cleaner supplied alongside the seal used as often these cleaners help rejuvenate and preserve the sealed floor.

Do you have a showroom where I can view your products?

We have a brand new 2000 sq ft showroom at Prizet Court near Kendal in Cumbria, LA88AA. You can see us as you drive into the Lakes as we are on the side of the A591 next to the garage.

 

 

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F.A.Q's

Mr & Mrs Bates – Cumbria

Professional and very friendly bespoke service. Richard and Alexis will go that extra mile to ensure that everything runs smoothly. They have a fantastic range of granite and marble tiles/slabs at reasonable prices. My new bathroom looks absolutely fantastic. I have used Pure Stone on several occasions in the past and have never been disappointed. […]

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