Terms & Conditions

Browsing The Store

Finding your way around the store is performed using the menu bar across the top of your screen. When you hover over the menu categories, a drop-down box will appear with a list of subcategories. Clicking on any of the subcategories will take you to that store section, where you can browse through products, or select a further subsection from the sub-menu on the left of the page.

If you're looking for a particular item, you can try searching for it using the search tool on the menu bar.

Your Shopping Basket

When you have found the product you are interested in, clicking on the 'Add To Cart' icon will add the product to your shopping basket at the top right of the page. Your shopping basket will keep track of what you have added, as well as the quantities you have chosen.

Clicking on the basket icon at the top right of the page will take you to your 'Shopping Cart' page. From here you can see a breakdown of all the products in the basket.

If you would like to change the quantity of a particular product, then in the quantity box type in the quantity you require and then press the update icon next to the quantity box. If you change your mind and no longer want a particular product, just click the 'X' icon next to the product which will remove it from your basket.

When you are satisfied with your selection, clicking the 'Checkout' icon will take you to the payment page. On successful payment, your order will be created and you will be provided with an order number for your records.

Status Of Your Order

If you would like to see the status of your order, then click on the 'view order' tool at the right of the page. You will be prompted for your order number, and the email address used to place the order (for security reasons).

The next screen will then show your order, the current status, and (provided your order is still in a 'pending' status) the option to cancel your order and receive a refund.

The status of your order is described as;

Status

Description 

 Paid

 Your order has been received and is waiting to be processed. Orders in this state can be cancelled.

 Awaiting  Approval

 Your design has been assigned to the queue for the artwork department to check its sizing, positioning, and clarity.

 In Progress

 Work has begun on your order. Orders in this state can no longer be cancelled due to the cutting/engraving/printing

 Dispatched

Your order has been dispatched. You will receive a dispatch email or text via our courier. 

 Cancelled

Your order has been cancelled. 

 PLOTTER

Your house sign/memorial artwork has been approved and has been designated to the plotter machine, which will cut a stencil of your design ready for sandblasting.

 

The cost of posting your order is added to the total at checkout and can be seen on your shopping basket page.

Postage is calculated by order weight and is charged as follows within the UK;


Weight / Order Type                  Price


Up to 2kg (Royal Mail)

                  £4.95

2kg to 30kg (Parcelforce)

                  £6.50

30kg to 50kg (Parcelforce)

                  £12.00

200x300 / 300x400 Plinth Memorials (Parcelforce)

                  £12.00
Plaque+Vase memorials (Parcelforce)                  £14.40


Please note: if you miss repeated delivery attempts by our courier and your order is returned to us, then a further postage charge would need to be paid in order for us to send your order out to you a second time.

To ensure the best communication possible, please enter a mobile number, not a landline, into your account details so that the courier can send you an SMS with delivery instructions/options.


Delivery Times

Expected delivery dates will vary for each product and are stated in the product descriptions for each individual product.

Delivery information is sent to you via email/SMS, and enables you to communicate directly with the courier. You are able to amend delivery dates and addresses via these communications, and can also nominate a 'safeplace' or a neighbour that can take receipt of the parcel for you. In the event that you miss a delivery, and subsequent attempts made by the courier, then the parcel will be reconsigned to us. Once it has been received by us, we will contact you regarding redelivery - please note: you will be required to pay the cost of shipping again.

Returns Policy

Returns

Non-personalised items can be refunded within 28 days of receipt for a full refund or an exchange. All items must be unused, in their original packaging and in a resealable condition.

Due to health and hygiene reasons, we are unable to offer a refund or exchange on pierced jewellery or beauty products.

We are unable to offer a refund for gift vouchers.

Personalised Products

Due to the nature of our personalised products, we try to offer a returns policy that is fair.

For personalised products, the product will be replaced if the personalisation differs from that which was submitted during the ordering process, at no additional cost.

For personalised products which have been correctly personalised as to the specification on the order page, we regret that we cannot offer a refund for these items.

Returning an Item

If you would like to return your order, please email us at sales@slate-house.co.uk or call us on 01792 448041 to inform us. You will then need to post the product to our workshop address:


Slate House Ltd

Unit 16 SA1 Business Park

Langdon Road

Swansea

SA1 8DB


Please include your name and order number in with the parcel and we advise obtaining proof of postage, we cannot be held responsible for missing or damaged parcels. Postage costs are non-refundable.

Returning to Store

Items can be returned to our Swansea workshop. If you wish to return, please inform us prior to this via sales@slate-house.co.uk or call us on 01792 448041. We are unable to issue a refund for the delivery costs paid.

We will only issue a refund to the original payment method.

Faulty Items

If you have received your item and find it to be faulty, please email us a photo of the product via sales@slate-house.co.uk, with a brief description highlighting the fault. Once checked, we will then arrange for the items to be collected via our courier. Once the item has been collected and reviewed, we can either issue a replacement or a full refund.

If the product has been damaged in transit, we will arrange for a collection to evaluate whether the product can be repaired or replaced.

Slate House retains the right to assess whether or not a Welsh slate item can be repaired. Welsh slate is a highly reworkable material, and so most minor damage can be repaired to an as-new standard. We can also rework minor damage to granite and marble signage. Wherever this is not possible, we will always issue a full replacement.

Please note, if the product has any signs of use, it can affect the outcome of a return or replacement. Slate House reserve the right to deem what classifies 'signs of use'.  

This policy does not affect your statutory rights.

Privacy Statement

Slate House retains information regarding customer relations for internal business use only.

At no point will we divulge any customer details to third parties without the explicit consent of the customer involved.

Information submitted via the Contact Form will not be distributed to any third parties.

Slate House may on times use an image of a personalised product that a customer has ordered via our website, for the purpose of advertising our services via social media. We will not give any personal informing on the customer of the product in the image and will not use images of any memorial product or any images of a product that may publicly give information on the results of an awards ceremony.   

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