We aim to dispatch products next working day after payment.
Standard delivery is carried out Monday – Friday between the hours of 8am – 6pm through our external courier wagons. The crates are taken off using a tail lift and pump truck (manual pallet trolley). Prices quoted are for a 'curb side' delivery. If you have a sloped or loose gravel/slate chipping area, the pump truck is unable to pass over this type of surface, so the driver will have to leave the delivery at the nearest level hard standing area. We remind you that you have paid for a curb side delivery. Any extra service agreed between customers and driver is strictly not part of the contract between our company and the consumer.
The wagons used for delivery vary in size, up to 28 tonne articulated vehicles. If you are unsure about access, please let us know and we can instruct the couriers accordingly. Customers are required to be at the property for delivery between the hours of 8am and 6pm on the chosen delivery date to provide a signature. When the delivery arrives, it is advised to take a moment to check over the crate(you may need to remove the plastic wrapping). In the unlikely event that you have received a damaged delivery, please contact the office immediately before the driver has left. If the driver is unable to deliver because of any access issues we have not been made aware of, or because no one is at the property to take delivery there will be a re-delivery charge.
Should you have a change of mind on receipt of your order, you will be responsible for returning the goods to us in a good condition. You are responsible for arranging for the goods to be returned to our premises at your own expense. The refund for the goods only, will be raised within 7 days on receipt of the goods at our stockyard.
We use a selection of Haulage Couriers to find the most competitive prices available for our customers. For our smaller orders we use a range of pallet networks to suit your needs. Please find prices below.
We are also able to arrange delivery to most places by Specialist Vehicles (prices available upon request.
Please contact us on 01482 580055 before placing any order to make sure we can deliver to your area and agree a price for delivery.
We currently deliver throughout the UK and parts of Europe. If you live further afield we may be able to deliver to a port or shipment company. Please email our sales team for further details email@example.com.
Whilst we make every endeavour to adhere to delivery times, unfortunately Venus Stone cannot be held liable for any delay in delivery beyond our control. We can not take responsibility for builders or workmen who may be held up due to delayed deliveries. We do not cover consequential loss.
Please be aware that delivery charges/surcharges may apply.
Cancellation and Returns
We do not accept returns on any porcelain products.
You can cancel your contract at any time up to 7 working days after the day of delivery. We do require details of your wish to cancel in writing either by email to firstname.lastname@example.org. We aim to respond within 2 working days to confirm the cancellation and details of the refund due. There is no particular requirement to give a reason for cancellation.
We do not accept returns on any porcelain products.
If you do cancel your order due to it being simply unsuitable or no longer needed there will be a return charge (typically double the original delivery charge). Please note that if you refuse the delivery in these circumstances the charge still applies.
If you wish to return the goods at your own cost please contact our customer services team on 0845 999 3055 to discuss this further.
Alternatively we can arrange the collection for you, there will be a charge for this service (typically double the original carriage charge). Please ensure the goods are packaged adequately to protect against damage in transit.
If you fail to take reasonable care of the goods before they are returned to us and these result in damage or deterioration, we will charge you for the reduction in value.
Deposits required to secure stock are non refundable or subject to the discrection of the management for exeptional circumstances.
Whilst we do our utmost to ensure your goods arrive in perfect condition, if you should find any problem with your order or even have suspicion of damage, please sign for the goods as "unchecked for damages" or "damages received". It is your responsibility to ensure that your goods are checked before signing the delivery note. If you have received a pallet or box that is damaged and have actually signed for the delivery without stating the damages then the delivery company or ourselves will not be held responsible for the breakages. Please contact our customer services team by email or phone within 24 hours of receiving your order to notify them of any problems. When ordering your materials it is important to order 10% extra for cuts, waste and breakages, usually 10% of breakages is acceptable. Subject to signing the delivery note as 'unchecked for damages', you have 7 working days from the date of delivery in which to report full details of any damaged items and we ask you to follow up your initial contact in writing with photos by way of an email to email@example.com
We endeavour to display as accurately as possible the colours, textures and sizes of our products on our website, however, as our products are produced from natural stone, each batch is unique making it difficult to guarantee complete accuracy of the descriptions, sizes, images or photographs that are shown. An allowance should be made for +/- 5mm to cover natural variations in the dimensions specified for sandstone and slate products and +/- 2mm for granite products. If you are concerned about an item's colour, texture or finish please email us at firstname.lastname@example.org or call our customer service team on 0845 999 3055 prior to laying the stone. Venus Stone does not take any responsibility for the incorrect installation of materials supplied or for any faults found in products after installation.