Overview
This policy governs the shipment of all products purchased from Stones Artisan. We are committed to delivering your order safely and efficiently, with full transparency regarding timelines, methods, and costs.
Delivery Timelines
Production Time
Production times vary based on product complexity and current workshop capacity:
- Standard Products — 4-6 weeks from order confirmation
- Custom Dimensions — 6-8 weeks from design approval
- Bespoke Commissions — 10-16 weeks depending on scope
Transit Time
Once your piece leaves our workshop, transit times depend on destination:
- United Kingdom — 2-3 weeks
- Continental Europe — 2-4 weeks
- United States & Canada — 3-5 weeks
- Middle East — 2-3 weeks
- Asia-Pacific — 3-5 weeks
- Other Destinations — Please enquire
Shipping Methods
We utilise specialist freight carriers experienced in handling luxury stone products:
- Sea Freight — Standard method for large items, cost-effective for international delivery
- Air Freight — Available for urgent orders at additional cost
- White Glove Delivery — Included for all orders over £5,000; includes inside delivery, unpacking, and placement
Packaging Standards
Every piece is protected by our comprehensive packaging protocol:
- Custom Crating — Wooden crates built to fit each piece precisely
- Foam Protection — Multi-layer closed-cell foam absorbs impact
- Corner Guards — Reinforced protection for vulnerable edges
- Moisture Barrier — Sealed plastic wrap prevents water damage
- Handling Instructions — Clear markings for fragile cargo handling
Customs & Import Duties
For international shipments, please note:
- Documentation — We provide all necessary export documentation, certificates of origin, and commercial invoices
- Import Duties — The recipient is responsible for all import duties, taxes, and customs fees applicable in the destination country
- Customs Clearance — We can recommend customs brokers in major markets if needed
- Duty Estimates — Contact us for estimated duty rates to your country
Insurance
All shipments are fully insured for the purchase value. In the unlikely event of transit damage:
- Document damage with photographs before signing for delivery
- Note any visible crate damage on the carrier's paperwork
- Contact us within 48 hours to initiate a claim
- We will arrange repair or replacement at no additional cost
Returns & Exchanges
Due to the bespoke nature of our products, we have specific return conditions:
- Damaged Items — Full replacement or repair for any damage occurring in transit
- Manufacturing Defects — Full replacement for any defect in craftsmanship
- Change of Mind — Not accepted for custom or made-to-order pieces; standard items may be returned within 14 days in unused condition
- Return Shipping — Customer bears return shipping costs unless returning due to our error
Contact
For shipping enquiries, delivery scheduling, or to request a quote for your location, please contact our logistics team at [email protected] or call +1 (555) 123-4567.