Small orders sent via parcel carrier delivered to door (small format, less than 4m²).
Large orders are delivered on a large curtain sided lorry with a tail lift, kerbside only.
In both cases the driver cannot assist with moving goods into your property.
Access Issues For Large Pallet Deliveries
Low hanging trees and bridges.
Narrow roads, gateways, cars on either side of the road.
No turning point for the delivery vehicle.
Unfinished tracks and roads.
Lack of solid and flat surface to unload.
If access issues are not advised a re-delivery charge may be applied.
The goods must be checked upon receipt.
Once unloaded, the goods become the responsbility of the receiver.
Please notify us within three working days if there are any issues to allow us to resolve as quickly as possible for you.
Any time between the hours of 9:00-17:00 (ETA's cannot be provided).
Should you have any concerns about your upcoming delivery, please contact us.
What can be returned
✔ Unused products
✔ In original packaging
✔ Full box quantities
✘ End of Line/Clearance
✘ Special Order
✘ Made to Order/Bespoke
How to return goods
All returns must be pre-authorised, and a returns number provided.
This returns number must be clearly noted on all packages, crates and pallets.
It is your responsibility to arrange the return of goods via your own courier or returns can be dropped off at our warehouse:
Sarsen Stone Group
Hangar 8, Lancaster Road,
Bowerhill Trading Estate,
Melksham, SN12 6SS
Our warehouse is open
8.00am - 4.00pm Monday - Friday
Packing your return
Package well - tiles are fragile.
Take a picture before pick up in case of any carrier issues.
Returns number must be clearly noted on all packages, crates and pallets.
If there are damages on your delivery to us, we will take photos to aid you in any claim with your courier.
Time frame for returns
You have up to 30 days of the delivery being received/ collected to return goods to us.
As long as the goods arrive in a resaleable condition, we will process your refund within three working days of receipt, less a 15% restocking fee.
DAMAGED DELIVERY OR ANY OTHER PROBLEM?
Email us at email@example.com
If required, we will deliver replacements within two working days.*
*Damages are subject to being reported inside of the 3 working day claims
The costs of delivery within mainland UK is from £18.22 for boxes and £4.00 for samples.
If you are looking to place an international order then please do email us on firstname.lastname@example.org.
We hope you will love your new Ca’ Pietra stone and tiles. However, we understand from time-to-time that there may be a reason to return a product or you may have a delivery issue. Please follow our guidelines below to make your returns as quick and seamless as possible.
Goods arrived damaged or incorrect items received
Whilst we make every effort to package our stone and tiles to ensure they are protected, if your products arrive with a customer damaged or the incorrect products arrive, then we will take responsibility and send replacements as long as they are not installed.
Please ensure that shortages and damages are reported with photographic evidence via email email@example.com within 3 days of delivery.
Change of mind or over ordered
We know that sometimes customers simply change their minds or may have over ordered. We are happy to accept returns on this basis so long as goods are returned to us in a resealable condition within 30 days from delivery/collection and so long as we have the same batch in our Wiltshire warehouse.
Any refunds will be issued back to the original payment method.
Please also note
- We charge a 15% restocking fee where a customer has changed their mind, or over ordered.
- We only accept full boxes of tiles for refund.
- Items needs to be carefully packaged when returned to us as damage of these fragile items can happen in transit and will not be the responsibility of Ca’ Pietra.
- It is the customer’s responsibility to arrange a return to Ca’ Pietra via their own preferred delivery method.
- We will only allow returns if we have the same batch in stock in our warehouse.
- Returns can take up to 10 working days to process through our warehouse.
For all returns please contact us first via firstname.lastname@example.org and we will issue a returns number. Any returns received not following this process may be refused.
Sarsen Stone Group Ltd,
Bowerhill Industrial Estate,