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Check suitability, sizing, and thickness to ensure that the product is right for your application. If your project is imminent, check we have available stock. Occasionally we may be awaiting stock so please check whether new stock is due within your

timescales. Alternatively, we will have a substitute size, colour, or similar product available for rapid delivery.

Make sure you have viewed as much of the product as possible before placing your order to ensure you’re happy with any variations in shade, texture, and edge finish. You can visit a showroom, request samples (small and full size) and view images.

Please note that samples and images are intended as a guide only and unfortunately cannot show all possible tonal and texture variations.

We recommend ordering 10% extra to allow for cutting, minor imperfections, breakages, and any future eventualities. Please be aware that separate, additional orders of the same product often means that your new tiles will be from a different batch so may vary slightly in size and shade. We always recommend ordering from just one batch unless your project can accommodate slight variations e.g., separate rooms.

If intending to lay tiles in a herringbone, diagonal, or more intricate layout, please consider ordering a minimum of 15% extra to allow for additional cutting.

We stock in very large quantities so in most cases your order will be available for imminent delivery. This is usually within 5-7 days from order placement and payment. If you require a specialist off-load or vehicle size i.e., crane, all-terrain demountable fork-lift etc then you may have to wait a little longer as these vehicles are in high demand. We try our best to accommodate your required delivery dates and offer a collection option from our Head Office in Monmouthshire too (by appointment and on a suitable vehicle only). If your chosen tiles are not currently in stock, we will denote lead-times on your quotation. If these are unsuitable then our team will happily provide alternatives available from stock. We are happy to store your tiles for a maximum of 4 weeks before delivery.

Your quotation will have a unique reference number in the top righthand corner. You can call our Head Office or any of our stores and pay by card citing this number. If you don’t have your reference, then we will require the billing name and postcode to search for the quotation. You can also pay by bank transfer so we always include our bank details with our quotations.

Alternatively, you can place your order on our website or pop into a store.

Prior to payment, any alterations can be accommodated. However, once your order is packed and booked in for delivery, amendments or cancellations may incur costs dependant on what stage the order is at. Often your order will leave our warehouse a few days prior to your delivery date.  We will endeavour to help wherever possible and the more notice you give us prior to your delivery date the better.

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.

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.

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.

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.

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.

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.

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.

Wilmslow Weybridge Tunbridge Wells Primrose Hill Petersfield Monmouth Outlet Warehouse Monmouth Monmouth Head Office Marlow Harrogate Fulham Road Exeter Cheltenham Cardiff Cambridge Bristol Bath
Wilmslow Weybridge Tunbridge Wells Primrose Hill Petersfield Monmouth Outlet Warehouse Monmouth Monmouth Head Office Marlow Harrogate Fulham Road Exeter Cheltenham Cardiff Cambridge Bristol Bath