Customer Support

How can we help?

COVID-19 Update

 

Due to COVID-19, we have some important information which all of our customers should read prior to ordering.

  • Nustone and our delivery partners are still operating during this time.
  • Estimated lead times are displayed on each product page and we will be able to advise of the estimated dispatch date on request prior to placing your order.
  • If your order is time-sensitive, please contact us before you place your order for an accurate ETA.
  • We are currently not servicing any orders for less than a full crate.
  • Samples may take up to 10 working days to arrive due to Royal Mail’s revised operating hours.

Deliveries

  • As deliveries are made kerbside, please ensure that there is enough space for the courier to deliver goods and manoeuvre the delivery vehicle. If you think that double parking or lack of kerbside space could affect your delivery due to more people than usual staying at home during this time, please contact us so that we can ensure that your delivery does not fail.
  • Our couriers have implemented measures to reduce contact at the point of delivery. This means that you will not be asked to sign for your goods. Our delivery, returns and replacement policies remain unaffected.
  • If due to COVID-19 or any other reason, you can no longer accept delivery at this time, please let us know as soon as possible so that we can arrange to delay the dispatch of your goods.

We hope that all of our customers are able to stay safe during this time. If you would like to discuss anything at all, please feel free to give us a call on 01206 700 599, email us at [email protected] or use the Live Chat feature on our website. We would be happy to help!

Product Availability

Want to know when a certain product will be back in stock?

Delivery Updates

Looking for an update on your delivery?

Talk To Us

Feel free to talk to us or leave some feedback!

Frequently Asked Questions

Order Related

Do you split packs?

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

 

You can use our handy product calculators on each product page to determine exactly how many crates and slabs you will need for your project.

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 15 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 an accurate lead time for these products, please call our sales team on 01206 700 599.

 

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

 

Once your order has been dispatched, our courier will contact you in roughly 48 hours to arrange a suitable delivery date before attempting to deliver. 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?

We always advise to have somebody available to sign for the delivery and advise the driver on a suitable location to leave your crate/s.

 

If this is not possible, we are able to arrange for your goods to be left without a signature with your written permission via email.

What happens if I have some breakages?

We request that all of our customers sign the delivery notes as “Unchecked”. This will open up a 72-hour window for you to look over your order and check for any issues. We offer to replace or refund for any breakages in transit which make up over 10% of your order. For anything that falls below 10% of your order, we will offer to refund.

 

To submit a claim, the customer must provide the following within 72 hours of accepting delivery.

 

  • Good quality images which clearly show any breakages or damage. Include the whole slab(s) and show the front & back.
  • A maximum of 2 slabs per photo.
  • An accurate count up of how many slabs have been affected.
  • The dimensions of each slab.
  • Finally, you’ll just need to add your order number to the email. 

 

Please note that a claim is not submitted until all of this information is provided. We are unable to offer refunds or replacements for any claims submitted after 72 hours of accepting delivery. We can only accept one claim per consignment.

 

Any slabs which have minor chips or damages can typically be used for offcuts within your project. We always advise ordering an extra 10% to allow for offcuts and waste. Any replacements will be dispatched as a matter of urgency. We are unable to replace anything which affects less than 10% off your full order.  Refunds will be processed ASAP and once actioned, the funds will typically take 3-5 days to appear in your account.

 

If you require replacements rather than a refund for any goods which make up less than 10% of your order, we can offer to replace in the event that customer will cover to cost of delivery. This cost can be provided on request. We are unable to make adjustments or apply discounts to any delivery costs.

 

We are unable to offer any refunds or replacements on orders which are less than a full crate or orders that the customer has collected/arranged to have collected by a third party.

 

For claims made outside of the 72 hour period, we cannot replace or refund any goods. We cannot be held liable for any issues discovered after 72 hours of accepting delivery or after the product has been used.

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

You must check over your order before you begin work on your project for any issues to be resolved before you need to use the product.

 

Please check over your goods within 72 hours of accepting delivery. If you think that anything is wrong with your order, please provide details of the issue as well as photographic evidence to [email protected] within these 72 hours.

 

For claims made outside of the 72 hour period, we cannot replace or refund any goods. We cannot be held liable for any issues discovered after 72 hours of accepting delivery or after the product has been used.

What happens if I do not order enough?

You are always able to order additional slabs as a top-up to your order so that you can finish your project.

 

If you Contact Us, we can raise an invoice and arrange for your additional slabs to be sent out.

 

We advise that you add an extra 10% on top of your order to allow for any cuts and the inevitable waste that occurs during laying.

 

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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