Customer Support, Service Standards and Aftercare at Nustone Patios Limited

Overview of Customer Support

Nustone provides structured customer support to assist both residential and trade customers before, during, and after purchase. Paving materials are technical products involving weight, handling requirements, and project-based considerations, so support processes address product selection, order coordination, delivery communication, and post-delivery matters.
Customer support is structured to provide information and guidance that helps customers make informed decisions, coordinate logistics, and address concerns that arise during purchasing and project processes. Support channels include phone contact, email communication, and in-person assistance through showroom visits at Nustone's Colchester facility.

Pre-Purchase Support

Customer support before ordering is designed to help customers understand product characteristics, assess suitability for their projects, and make informed purchasing decisions.
 

Product Information Guidance

Support staff provide information about paving materials including material types (natural stone, porcelain, composite), finish options (riven, tumbled, honed, sawn for natural stone; matt, textured, stone-effect for porcelain), size formats and thickness specifications, and material characteristics relevant to outdoor paving applications. Product information guidance helps customers understand what different materials offer and how characteristics align with their project requirements.
 

Natural Stone Variation and Porcelain Specifications

For natural stone products, pre-purchase support includes explanation of colour and texture variation inherent to geological materials, guidance on acceptable variation ranges within specific stone types, and clarification that samples represent typical characteristics but cannot show full variation ranges present in larger quantities. For porcelain products, support covers manufacturing specifications, performance ratings (slip resistance, water absorption, frost resistance), and batch consistency information.
Clear communication about material characteristics, particularly natural variation in stone, helps align customer expectations with product realities before purchase.
 

Suitability Discussions

Support staff can discuss project types and material suitability based on customer descriptions of their intended applications. Discussions may address whether materials are appropriate for specific uses (pedestrian patios, driveways, commercial applications), environmental considerations (exposure, drainage, substrate conditions), and general suitability factors. However, final suitability determinations and installation decisions remain the responsibility of installers, contractors, or qualified professionals overseeing projects.
 

Sample Requests and Showroom Visits

Customers can request physical samples to assess materials before ordering. Samples allow evaluation of colour, texture, finish quality, and weight. For more comprehensive assessment, customers can visit Nustone's Colchester showroom to view full product ranges, compare materials in person, and discuss projects with staff who have access to product information and stock details. Showroom hours are Monday-Friday 8:00 AM - 5:00 PM and Saturday 8:00 AM - 12:00 PM.
 

Stock Availability and Lead Time Information

Pre-purchase support includes information about current stock availability for products customers are considering and estimated lead times if products require restocking or production. Lead time information helps customers plan project timing and purchasing decisions. For trade professionals managing project schedules, accurate lead time information supports coordination between material supply and labour scheduling.
Pre-purchase support aims to provide information that helps customers select appropriate materials and understand what to expect from their purchases.

Order and Delivery Support

Support during the order process focuses on communication, coordination, and preparation for material receipt.
 

Order Confirmation and Product Verification

After order placement, customers receive confirmation documentation including product details, quantities, pricing, and estimated delivery information. Order confirmation provides opportunity for customers to verify that orders match their requirements and to identify any discrepancies before dispatch processes begin.
 

Delivery Window Communication

Customers are contacted with delivery window information indicating when materials will arrive. Communication timing aims to provide advance notice sufficient for customers to arrange site access, availability, and preparation for receiving materials. For orders requiring coordination around specific timing needs, customers can discuss scheduling with logistics coordination or customer support staff.
 

Site Access Considerations

Support staff can discuss site access considerations during order or delivery scheduling processes. Customers with access constraints such as narrow driveways, limited vehicle space, or restricted access times should communicate these factors to help coordinate appropriate delivery arrangements. While not all access situations can be fully accommodated, advance discussion helps identify solutions or clarify delivery limitations.
 

Guidance on Receiving Heavy Materials

Customers are advised about receiving heavy paving materials including expectation that residential deliveries are typically to kerbside or nearest accessible location, recommendation to inspect materials upon arrival and note concerns on delivery documentation, need to plan for moving materials from delivery point to installation area, and suggestion to have assistance or equipment available if materials require repositioning immediately after delivery.
Guidance on receiving materials helps customers prepare appropriately and understand delivery processes before materials arrive.

Post-Delivery and Aftercare Support

After materials are delivered, customer support addresses questions, provides guidance, and assists with issue resolution when needed.
 

Product Characteristic Questions

Customers may contact support after delivery with questions about product characteristics, storage recommendations before installation, general care and maintenance information, or clarification about specifications. Support staff provide information based on material type and product knowledge to help customers understand their purchased materials.
 

Storage and Handling Guidance

If installation will not occur immediately after delivery, customers may request guidance on storing materials to protect condition before use. General recommendations may include keeping materials on pallets to avoid ground moisture contact, covering materials to protect from weather exposure if stored outdoors, storing in locations where materials will not be disturbed or damaged, and maintaining packaging where practical to protect edges and surfaces.
 

Issue Identification and Reporting

If customers identify concerns with delivered materials, support processes include structured reporting and assessment. Customers should contact customer support with order reference information, detailed description of concerns, and photographs showing the nature and extent of issues. Prompt reporting facilitates faster assessment and resolution.
Common concerns that may be reported include damage identified upon delivery (breakage, chips, cracks), quantity discrepancies between delivered materials and order documentation, perceived quality issues outside acceptable tolerances, or concerns about material characteristics differing from expectations based on samples or product descriptions.
 

Natural Variation Clarification

For natural stone products, post-delivery support may include clarification that colour and texture variation is inherent to geological materials and that variation within delivered materials may be within acceptable ranges even if different from sample appearance. Support staff can explain typical variation ranges for specific stone types and help customers assess whether variation is within normal parameters or represents potential quality concerns.
 

Additional Matching Materials

Customers requiring additional materials to match previous purchases (for project extensions, repairs, or additional phases) can contact support to discuss availability and batch information. While exact matching cannot be guaranteed for natural stone due to geological variation, support staff can provide information about batch availability, production periods, and likelihood of achieving close matches based on previous order details.
Post-delivery support is designed to address questions and concerns that arise after materials reach customers.

Handling Queries and Concerns

Customer concerns are addressed through structured assessment and resolution processes.
 

Contact and Information Gathering

Customers with queries or concerns should contact Nustone's customer support team by phone (01206 700 599) or email (support@nustone.co.uk) with order reference numbers and detailed descriptions of issues. Support staff may request additional information including photographs of materials showing concerns, delivery documentation noting any issues identified at delivery time, batch numbers or product identification from packaging, and descriptions of circumstances (storage conditions, handling, timeline since delivery).
Information gathering helps support staff understand situations accurately and determine appropriate responses.
 

Assessment Process

Reported concerns undergo assessment to understand issue nature, cause, and appropriate resolution pathways. Assessment may involve review of order documentation and product specifications, examination of photographs or descriptions provided by customers, consideration of whether reported issues represent defects, damage, or natural variation within acceptable tolerances, and determination of whether issues originated during production, shipping, or post-delivery handling.
Assessment processes aim to understand situations objectively before determining responses.
 

Resolution Pathways

Resolution approaches depend on assessment findings and issue types. Possible resolution pathways include clarification or explanation if reported concerns involve natural variation or characteristics within specification tolerances, product replacement if assessment determines materials are defective or damaged beyond acceptable levels, credit adjustment in situations where replacement is not practical or preferred, technical guidance if issues relate to storage, handling, or installation considerations, or coordination with shipping carriers for damage claims if assessment indicates shipping-related damage.
Resolution pathways are determined based on specific circumstances rather than predetermined outcomes, recognizing that different situations require different responses.
 

Timeline Considerations

Resolution timelines vary based on issue complexity, information gathering requirements, product availability for replacements if applicable, and coordination needs with other parties (shipping carriers, origin facilities). Support staff communicate with customers about expected timelines and keep customers informed as resolution processes progress.

Support for Trade Professionals

Trade customers receive support aligned with professional project requirements and ongoing business relationships.
 

Stock and Lead Time Communication

Trade professionals can contact support for information about stock availability for upcoming projects, lead time estimates for materials requiring restocking or production, and advance notice about stock changes or product availability shifts that might affect project planning.
Stock and lead time communication supports professional project scheduling and client commitment timelines.
 

Delivery Coordination Discussions

Trade customers can discuss delivery coordination needs with support or logistics staff including timing aligned with project phases or labour schedules, site access requirements for construction sites, coordination for phased deliveries across multiple orders, and specific delivery window needs based on site management requirements.
Delivery coordination discussions help align material supply with professional project execution.
 

Product Specification Clarification

Trade professionals may contact support for detailed specification information, technical guidance on material characteristics relevant to specific applications, clarification about installation considerations, or recommendations on product selection for particular project requirements. Support based on Nustone's operational knowledge of sourcing and production processes can inform professional specification decisions.
 

Batch and Consistency Information

For professionals working on projects requiring material consistency across multiple orders or future matching capability, support staff can provide batch information, discuss likelihood of achieving matches for future orders, and coordinate batch selection when possible to support multi-phase projects.
Trade support recognizes that professional customers have different requirements than residential buyers and that their business success depends partly on reliable supplier relationships.

Communication Channels

Customers and trade professionals can contact Nustone through multiple channels depending on support needs and preferences.
 

Phone Contact

Phone support is available at 01206 700 599 during business hours. Phone contact allows direct conversation with support staff for immediate questions, complex issues requiring discussion, urgent matters needing prompt attention, or situations where back-and-forth communication helps clarify circumstances.

Email Contact

Email support is available at support@nustone.co.uk for non-urgent inquiries, situations where documentation or photographs need to be shared, detailed questions requiring research or information gathering before response, or communication where written records are helpful. Email contact allows customers to provide detailed information and receive considered responses.
 

Showroom Visits Customers can visit Nustone's Colchester showroom for in-person support including viewing materials to discuss questions about characteristics or variation, speaking with staff about projects or orders, examining samples or product ranges, and addressing concerns that benefit from direct material assessment. Showroom hours are Monday-Friday 8:00 AM - 5:00 PM and Saturday 8:00 AM - 12:00 PM.
Clear communication of order details, reference numbers, and relevant information helps support staff provide faster and more accurate assistance regardless of contact channel used.
 

Service Approach

Nustone's customer support approach is structured around clear processes, practical information provision, and responsiveness to customer needs.
 

Structured Processes

Support functions operate through established processes for handling inquiries, assessing concerns, coordinating deliveries, and resolving issues. Structured processes help ensure consistency in how customer situations are addressed and provide frameworks for staff to follow when supporting different customer needs.
 

Clear Communication

Support aims to provide clear communication about product characteristics and expectations, order status and delivery timing, processes for addressing concerns or issues, and realistic timelines for resolution when problems occur. Clear communication helps customers understand what to expect and reduces uncertainty during purchasing and project processes.
 

Documentation

When situations involve concerns, issues, or coordination needs, support staff may document communications, assessments, and agreed actions. Documentation supports accurate handling of customer situations and provides records that help if follow-up becomes necessary.
 

Practical Information Focus

Support emphasizes providing practical information that helps customers achieve successful project outcomes including accurate product information for selection decisions, realistic guidance about material characteristics and variation, clear communication about logistics and delivery processes, and structured responses to concerns when they arise.
The service approach is designed to support customer confidence through transparency, clear processes, and responsive communication rather than through promotional claims or guarantees.

Frequently Asked Questions