Shipping and returns

Made-to-order items

All of our products are made to order, just for you. Because each item is crafted to your chosen specifications, we are unfortunately not able to accept returns if you change your mind. We appreciate your understanding.

Cancelling or changing your order

You can cancel or make changes to your order within 48 hours of placing it at no charge. After this period, your order may already be in production or materials may have been ordered. Cancellations or changes made after 48 hours may incur a 30% charge to cover restocking and processing costs. Please contact us as soon as possible if you need to make any amendments and we will always do our best to help.

If something is not right

We take great care in making and packing your order. If your item arrives damaged, or if we have sent the wrong item or something is missing, please let us know within 24 hours of delivery. To help us resolve the issue quickly, email us with your order number, a brief description of the problem and a few clear photos showing the issue. Once we have confirmed it, we will put it right, whether that means a repair, a replacement or a refund.

Please note: because each item is made to order, we cannot offer returns or refunds for minor variations (such as colour differences caused by screen displays) or if you have changed your mind. This is exactly why we offer free samples before you order.

Delivery changes

Need to rearrange delivery? No problem, just let us know at least 24 hours in advance so we can update things on our end. Missed deliveries without notice may incur a redelivery charge.

Get in touch

If you have any questions or need support with your order, we are here to help. Call 01564 791721 or email hello@sontuosostone.co.uk.