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Frequently Asked Questions

Order Related

Do you split packs?

We offer to split packs so you only need to order what you need!

 

We are not able to service any orders for less than a full crate unless it is a top-up for an existing order. If so, please provide your previous order number in the customer provided notes at checkout.

How can I see the slabs before ordering?

We offer a FREE Sample service to allow you to see and feel the stone for yourself before placing your order!

 

Our samples are sent via Royal Mail and will fit through any regular-sized letterbox.

 

Order your FREE Sample HERE!

If I order now, when will my delivery arrive?

Delivery times vary depending on stock availability. These can vary between 2 and 20 working days. However, individual lead times for each product are listed on the product page. These lead times are estimated and are updated regularly to give you the latest information on when you could expect to receive that particular product. Some products may be listed as ‘Please Call For A Lead Time’. To confirm accurate lead times for these products, please call our sales team on 01206 700 599.

 

Any order which includes less than a full crate will take an additional 2 working days for delivery due to the aspect of packing involved.

 

When your order has been dispatched, our courier will contact you to arrange a suitable delivery date as soon as the goods reach your local delivery depot. If you require your delivery later than the listed lead time, please contact us ASAP to avoid incurring any re-delivery charges or storage fees from your local delivery depot.

 

Azpects & LTP products will be dispatched separately to your paving and typically arrive within 2-3 working days.

 

For further information, see our Delivery Page.

Do you offer Next Day or Express deliveries?

We are able to offer Next Day deliveries on full crates! Please Contact Us to arrange this.

For further information, see our Delivery Page.

Do I need to sign for my delivery?

Somebody must be available to check the goods on arrival and sign for the delivery.

 

If you require your goods to be left unsigned for, please include written confirmation of this within your order notes.

What do I do if there is an issue with my delivery?

On arrival, you must first check the crate(s) for any visible damages with the driver present. If you’re are able to find any visible damages to the crate, please sign the delivery note/POD as ‘Damaged’.

 

If there are no visible damages to the crate, we urge you to open the crate with the delivery driver present and check for any concealed damage to the goods.

 

If any concealed damages (or anything that may suggest damages) are discovered, please sign the delivery note/POD as ‘Damaged’.

 

Once the POD has been signed for as ‘Damaged’ you have 72 hours to raise a claim and we have a simple procedure for this which you will find HERE.

How much do your products weigh?

Each full crate weighs roughly 1 tonne.

 

The weight of each individual slab will vary depending on the size of the slab and the type of stone.

 

The approximate weight of each slab is as follows.

600×900 – 30kg

600×600 – 25kg

600×300 – 10kg

800×200 – 8kg

600×150 – 5kg

300×300 – 5kg

What if I have some breakages?

We have a simple claims procedure to follow for this which you will find HERE.

What happens if I do not order enough?

We advise that you add an extra 10-15% on top of your order to allow for any cuts and the inevitable waste that occurs during laying, but you can order additional slabs as a top-up to your order so that you can finish your project.

 

Please note that some products are exempt from this as they can only be purchased as full crates.

What happens if I order too much?

We are able to take back full and unopened crates. However, we are unable to accept loose slabs.

 

A charge to cover the cost of collection will apply to this. For further information, please see our Returns Page.

 

If you are unsure of how much product you need please email our team at [email protected] or call 01206 700 599 and our sales team will gladly help.

My slabs are not exactly the same as the sample I received. Why is this?

Samples only represent a small example of a single slab and do not represent the full range of colours that will be found in a full slab.

 

All stone is subject to variations in tone and colour. These variations occur due to the fact that the stone is formed entirely naturally.

Why are some of my slabs slightly different colours?

All stone is subject to variations in tone and colour. These variations occur due to the fact that the stone is formed entirely naturally. We do our best to display as much variation as possible within our product images and if you are unsure of anything, we are always able to provide some further insights prior to placing your order.

 

When ordering more than one crate, we recommend mixing the slabs from each crate to ensure that any natural variations are displayed evenly throughout the project.

 

Please keep in mind that when extending your space or adding to any stone that is already laid, there will be some differences in colour between the existing stone and the new stone. Once your slabs are laid they are subject to natural weathering and will absorb moisture from any products used within the laying process. This can affect the tones and colours displayed within the slab.

 

When placing multiple orders, we can’t always guarantee that we will be able to supply from the exact same batch as before. On occasion, we may source stone from different quarries and batches, depending on availability. On request, we can provide as much information as possible regarding this before you place your order and will always do our best to find you a matching stone.

Why are your prices so low?

Nustone prides itself on offering quality products at low prices.

This is possible because we are a direct importer, cutting out the need for costly middlemen!

Laying Information

Can you provide a laying guide?

Currently, we don’t supply laying guides for our products. This is because every project is different and will require lay patterns to be adjusted according to the overall coverage and size of the project. This means that fixed laying patterns wouldn’t work for everyones project.

 

If you are looking for some advice with laying guides, you can find some great information HERE!

What is the difference between 'Hand Dressed' and 'Bevelled' edges?

Our Hand Dressed slabs are hand cut, providing a natural finish to the slabs which match the riven surface texture of the stone.

 

Bevelled Edges are found on our Smooth, Sawn Paving and are machine cut to ensure a high-quality straight edge for a modern and contemporary look.

 

These different methods ensure that the edges of the slabs will match the surface texture of the stone, ensuring that the paving appears consistent.

What is the recommended Joint Width?

Typically, the recommended Joint Width is 8-15mm. We always advise to seek advice from a tradesperson with first-hand experience who can assess your project as there may be some variables to consider within your design.

Sealing & Aftercare

Do I need to seal my paving?

You may want to consider sealing your paving, however, sealing is not compulsory and there is a wide range of sealing products on the market which will provide various different results. For example, some sealants will simply seal and protect, whereas others can be used to enhance the colour of your slabs.

 

As for when to apply a sealer, there are no specific guidelines. Some people choose to seal their slabs before laying in order to prevent against any staining during the laying process, whereas others prefer to leave their stone unsealed for a full year to allow the stone to weather naturally before applying a sealant.

 

We always advise speaking to a local tradesperson who will be able to assess the many variables within your environment and offer some professional advice.

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