FAQs

FAQs

Below we have answered some of your FAQs. If you can’t find the answer you’re looking for here, you can contact us directly and we’ll be able to help.

Is my payment secure?

We are well aware that you may be concerned about giving your credit card details via the internet, so that’s why we trade using only the highest levels of credit card security over a secure network. All details are confidential when input into our site. The most secure data encryption software (PGP) then delivers them to us. To ensure a high level of security, an encryption algorithm protects customers’ card details.

In other words, this means that the credit card details are scrambled. Once scrambled, credit card details are protected from unscrupulous parties. Upon placing an order, we can download, unscramble and process the encrypted order details via a PDQ machine. This means that we are the only ones able to code and decode all data input on our site. Our hosting solution provides 128-bit encryption security. The industry standard 40-bit encryption is the recommended minimum for other hosts.

What methods of payment do you accept?

We accept all major credit cards and debit cards except American Express. Please note credit cards are subject to a 2% credit card fee. This will be included in your order.

Do you provide samples?

Yes, samples of our tiles are available for £2.50 each. These are 100mm x 100mm samples. Contact us via email or call us at the office if you wish to order a sample of the stone, giving your payment and address details.

Can I lay the stone myself?

We strongly recommend that you use a professional tiler who has the equipment and experience to lay natural stone.

There are chips in some of the edges of my slate?

Natural Stone Products can contain small blemishes, fissures and sometimes chipping at the edges. This is to be normal with natural material. Nevertheless, irregularities can be easily be remedied during fitting by using the correct grout. For more information on grout, see our How To Guide.

I have just received my stone tiles and they appear darker than my sample.

Don’t worry, often stone has just absorbed water and can take a few days to dry out completely and return to its natural appearance. This can sometimes take a few days as we often pack stone tiles wet prior to shipping.

Which products will I need to seal?

It is advisable to seal natural stone to protect from grease, water and dirt. This includes basins & polished stone tiles. Normally, you should seal tiles before and after grouting for maximum protection. The instructions for using the sealant will be on the tin. Alternatively, you can download them from the sealer section of the website.

Which Sealant should I use?

We have a range of sealants which work with different products. If you do not want the colour of the stone to change, we advise our product SIOseal Plus. Alternatively, applying our Stoneseal will enhance many stones. Please call us if you are unsure as to which products to use. For more information on sealant, see our How To Guide.

Will my stone require further treatment after installation?

Whether your stone requires re-sealing or not will depend on the environment the stone is in. Porous stone such as limestone or sandstone will need more treatments than polished stone tiles such as granite or marble, especially if used in wet areas. Our sealants are for the commercial market and we stand by them. However, a high use area might benefit from beng re-sealed in the future.

Do you have a showroom where I can view your products?

Yes, our showroom features our entire range of products. Come and visit us at Gatefoot Mill, Windermere Road, Staveley.