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Aftersales and order support
For customers who have a quotation, order or delivery from us and need to raise a question or an issue. Send it through the form on this page with your reference, and our staff will review it.
Who this is for
Use this page if you already have a quotation, order or delivery from us. For a new enquiry, use the quote request or the contact page instead.
What to include
A complete first message means a quicker review. Please include:
- Your quotation, order or invoice reference, or the reference from your website request
- The material name and format
- The quantity affected
- Clear photographs: the whole piece, a close-up of the issue and any label or marking
- What you have noticed, and when
- The delivery or collection date, and whether the stone has been cut or installed
Check stone before you cut or install it
Inspect stone when you receive it, and again before it is cut, fabricated or installed. Report anything you are unsure about at that point. Once stone has been cut or fixed, it is much harder to establish what happened and when.
What happens next
Our staff review each request and may ask for more photographs, measurements or an inspection. We do not offer automatic replacements or refunds. The outcome depends on the supply terms agreed in your quotation or invoice, and on what the review finds.
Natural variation is not a defect by itself
Granite and marble are natural materials. Differences in colour, veining, crystal size and natural markings between slabs and between batches are part of the stone and are not, by themselves, a defect. Our guide to natural variation explains what to expect.
Caring for your stone
For cleaning and day-to-day care, see our granite care guide. For anything your fabricator or installer has applied, such as a sealer, follow their advice.