FAQ

Contents

How can I find out about product variation?

We always recommend that you view as much of your product of choice as possible prior to purchasing. If you have not been able to visit one of our inspirational showrooms then we would be happy to send swatch samples or images to you. However, please note that samples and images are intended as a guide only and unfortunately cannot show all possible tonal and texture variations.


Is my order in stock & how can I pay?

In most cases stock is readily available for imminent delivery. However, if your chosen product is not currently available, we will note approximate lead-times on your quotation. Please feel free to contact us to discuss alternative sizes or products that may be delivered sooner. Orders can be confirmed with full payment by card, bank transfer, cash or cheque. Cleared funds are required prior to despatch.

Stocked products can usually be delivered from 5 working days, although lead times can vary due to delivery slot availability at the time, or any convenient day thereafter. We are happy to store your order for a maximum of 4 weeks.


How do I make sure I order the right quantity?

Please ensure that all measurements are double checked prior to order placement. We recommend that you include an additional 10% to allow for cutting, minor imperfections, breakage and natural variation. Unfortunately we cannot accept the return of excess material including any ancillary products.


When will my delivery be made?

Standard deliveries are made between 9.00am and 5.30pm. Please be advised that unfortunately we will not be able to provide an ETA on standard deliveries, even on the morning of your delivery. Should you require a more accurate timescale, then morning (9.00am – 1.00pm) and afternoon (12.00pm – 5.30pm) or timed deliveries may be possible for a small extra charge. Please advise us if a timed delivery is required at the point of order placement so arrangements can be made if available.


How will my delivery be made?

Deliveries are generally made (kerbside to the nearest accessible point) using a large heavy goods vehicle with a mechanical tail-lift and pallet truck. Please advise us in advance of any access issues such as steep gradients, gravel driveways, overhanging trees etc. In this instance, we would endeavour to use one of our own fleet of vehicles for your delivery that have been specially adapted to overcome these types of access restrictions. As these are often in high demand, there may be a slightly longer lead-time for delivery on our own specialised vehicles.

Somebody must be available to accept, sign for and safely store the goods as required. Unfortunately, the driver is not able to unpack products and move them from the place of delivery. Orders will be shrink wrapped for protection, but please try to move the materials undercover as soon as possible and ensure all ancillary products are stored to avoid damage by frost or rain.

It is important that you provide us with the correct contact number should we need to call you prior to delivery. If a delivery fails because of incomplete or incorrect information being supplied, or if we are unable to contact you, then additional charges may be incurred. Neither party wishes this to be the case, so your assistance would be greatly appreciated.


What do I do if my order arrives damaged?

The general condition of your order should be inspected and any obvious damage itemised on the delivery note. Please ensure that the outer packaging is carefully opened so that inspection of the material can be made. Please do not sign as “unchecked” as this may invalidate any future claims. Please notify us of any issues as soon as possible and within your relevant timescale, (see Terms and Conditions). With the majority of orders, we will supply additional materials over and above quantities purchased – details of this are stated on your paperwork. Minor edge chipping and slight imperfections are normal and often tiles that are slightly damaged can be used in cuts. We advise that you order a 10% allowance above and beyond your actual requirements to allow for potential cuts and wastage.


If out of stock when will my stock be available?

The lead time that we add to your quotation is an estimate and can change by a few days which we usually allow for. If you have paid for your order then once the goods are in stock we will be in touch to arrange delivery. If still at quotation stage then you can contact us for an update on lead times, but please note that a quotation does not secure the goods and therefore the lead time may be subject to change.


How can I pay for my quotation?

The pre-order quotation that you receive will have a reference number associated with it. You can contact our Monmouth Head Office or any of our branches quoting this reference to make payment by credit card. Alternatively you can make a direct bank transfer quoting your reference.


Can I amend my order?

Yes, your quotation can be amended at any time before payment is taken. Orders that are paid for can be amended or cancelled before the goods are into us. Once booked in for delivery and in the warehouse system, amendments or cancellations may incur costs dependant on what stage the order is at.


Is my vehicle suitable to collect in?

It is important that your order can be collected as safely & securely as possible for your safety and that of your order. As a general rule of thumb, up to 200kg can be collected in a reasonably size family car. Anything over this weight will need to be palletised for loading onto a suitable vehicle by forklift.

Please note, ramps or tailgates can prevent fork lifts being able to load your vehicle. If we cannot load a palletised order by fork lift then you may be turned away.

All collections are at the customer’s own risk & we reserve the right to refuse collection if we deem that the order cannot be loaded safely.


Where do I collect my order from?

All collections must be made from our Head Office & Warehouses located at Unit 1, Wonastow Industrial Estate East, Monmouth, South Wales. NP25 5JB

Orders via the website cannot be collected from any other location.


What happens if I can’t make the scheduled collection time?

If you are running late then please contact us on 01600 715444 to discuss available options, we will always try to be as accommodating as possible.

Collection slots are either AM (9.30am-12.00pm) or PM (12.30pm-4.30pm) and the latest available collection time is 4.30pm.

Arrival outside of the booked time slot may result in your collection having to be re-scheduled.


Should I inspect my order on collection?

The general condition of your order should be inspected on collection. In the unlikely event of any visible damage, please notify the member of staff helping you.

With many orders we supply additional materials over and above quantities purchased – details of this are detailed on your paperwork. Minor edge chipping and slight imperfections are normal and often tiles which are slightly damaged can be used in cuts.

We advise ordering 10% allowance above and beyond your actual requirements to allow for potential cuts and wastage.

Once goods leave our premises, you or your chosen haulier will be responsible for their safe arrival to site and Mandarin Stone cannot be held responsible for any damages during transit.


How should I unpack & store my order?

The goods should be stored in a cool dry place out of direct sunlight and not subjected to extremes of temperature (store above 5°C & below 35°C).

Unboxed tiles should always be stacked and stored vertically (on edge) but not on a hard surface as this can cause edge chipping. Any present protective film or spacers should be kept between the faces of the tiles. This will help to avoid scratching when moving goods. Stone tiles are often packed wet and do not dry out until they are unpacked, therefore some of your stone may appear darker in shade until thoroughly dry.

Porcelain tiles are usually boxed and the boxes are best not removed until ready to move to the place of installation.

Please note that unfortunately we are not able to offer collection of packaging materials.