ORDERS, DELIVERIES & RETURNS
How much does delivery cost?
Delivery charges vary by product and quantity and will be shown at the checkout.
How long will my order take to arrive?
Delivery times vary by product and you may receive your items on different dates. Once your order has been placed we will contact you within 2 working days with an estimated delivery date. Please call or email us to check stock before placing an order for tiles or stone flooring as stock levels will fluctuate. The lead time on handles is 6 weeks for all finishes.
Can I return my order?
If you wish to return stocked items, please contact us in writing (by email or post) within 14 days of receipt of the goods and we will deal with this in accordance with your legal rights. Some of our products are bespoke and made to order just for you - in this case we are unable to accept returns unless the items arrive damaged or faulty, to arrange a replacement please contact us in writing (by email or post). Please check the goods on delivery and note any damages on the delivery note, as no claims for damages can be made after this time. For full details of our return policy please see our Terms and Conditions.
What is kerbside delivery?
All deliveries are to kerbside only which means that if you need assistance moving your goods into your house you will need to make arrangements for this. If you are unable to make your own arrangements please get in touch and we may be able to upgrade your delivery for an extra charge. Please notify us of any access issues to your delivery address when you place your order.
Can I order a sample?
We are unable to send free samples of handles, if you are local to us you are always welcome to pop in to see us at 23a Palace Street, Canterbury, CT1 2DZ where we have samples of all finishes. We do advise that you call ahead to make sure that someone will be available to help, our number is 01227638066.
How do I clean my handles?
To clean your handles we recommend the occasional use of a soft damp cloth. Do not use harsh or abrasive cleaning products as they may damage the finish of your handles and break down the protective lacquer. Antique unlaquered finishes are designed to age naturally over time. We recommend using a good quality metal polish for handles in highly polished finishes.
What is the difference between lacquered & unlacquered or living finish?
An unlacquered or living finish is designed to oxidise and age naturally over time. Lacquered handles are finished with a clear gloss coat which is then baked and cured, this lacquer will protect the handle from wear and oxidisation. All of our handles are lacquered with the exception of the Burnished Brass finish. If you would like an unlacquered finish please get in touch and we may be able to help.
Do the handles come with screws?
Yes, all of our handles will come with screws ready for installation.
ENCAUSTIC & DECORATIVE TILES
Can I order a sample?
You are welcome to order a sample, send us an email at firstname.lastname@example.org with your name, address, a contact number and the sample(s) that you would like. The sample will be a smaller section of the tile and it is important to note that there may be some variation in the finish. If you would like to see a larger sample you are welcome to pop into our studio at 23a Palace Street, Canterbury, CT1 2DZ, we advise calling ahead to make sure that someone will be available to help. Our number is 01227638066.
Are the tiles suitable for walls and floors?
Suitability for all tiles is listed in the item description, please check this before placing your order.
Do encaustic & decorative tiles require any maintenance?
We recommend regular cleaning of the tiles using a PH neutral soap, never use abrasive cleaning products as this may damage the tiles. You can use a specialist wax to enhance and protect encaustic tiles, we especially advise this if they are used as a splashback or flooring.
Will encaustic tiles work with underfloor heating?
Yes you can use encaustic tiles with underfloor heating, there is some information about this on our Installation Guide but be aware that this is just a general guide - we recommend consulting your flooring installer for advice.
How do I install my tiles?
We recommend that you consult a proven professional tile installer to install your tiles. We have provided some general Installation Guidelines but this is not a substitute for professional advice.
NATURAL STONE FLOORING
Can I order a sample?
Yes, we advise ordering a sample before placing an order for tiles or stone flooring, you can email or ring us on 01227638066 or send us email to email@example.com with your address and a contact number. This will be a smaller section of the tile. Please be aware that as stone is a natural material we do expect some variation in colour and finish between tiles, for us this natural variation is the appeal of stone flooring and something that cannot be replicated by man-made products. If you would like to see a larger sample you are welcome to pop into our studio at 23a Palace Street, Canterbury, CT1 2DZ, we advise calling ahead to make sure that someone will be available to help.
How much extra do I need to allow for wastage?
We advise adding at least 10% to allow for any off-cuts or damages, this is not included so please add to your measurements before ordering.
Does stone flooring require any maintenance?
There is some information about maintenance on our Installation Guide.
How do I clean my stone flooring?
Please do not use any harsh or abrasive cleaning products on your stone flooring as it may cause damage to the stone. We recommend regular sweeping and cleaning with a specialist stone floor cleaner. Avoid soaking the floor and clean up any spills as soon as possible to avoid staining.
Will stone flooring work with underfloor heating?
Yes, stone flooring will work with underfloor heating, we do recommend getting advice from your flooring installer as some types of underfloor heating will work better with stone flooring. There is some information about this on our Installation Guide.
What is French Pattern / Spanish Pattern / 60cm x Random?
There are several different traditional patterns for laying floor tiles and some of our stone floor tiles are supplied cut to size for this purpose. 60cm x Random tiles come in varying lengths so they can be laid in a free-form or structured pattern. For more information please see our Flooring Patterns guide.