Last updated: October 8, 2026
Every piece we sell is made to order, for you, from natural stone or zellige, and shipped in a protective crate over long distances. This page explains what that means if you change your mind, and what we do if something is wrong when your piece arrives.
Before production begins
You may cancel or change your order until production begins. Write to us through the Request a quote page, quoting your order or quotation reference. We will refund what you have paid, less any cost we have already incurred that cannot be recovered, such as material reserved or cut for your order. We will tell you the amount before we proceed.
Once production has begun
A made-to-order piece, and any custom piece, is made specifically for you, in dimensions, material and finish chosen with you. For that reason it cannot be cancelled or returned because you changed your mind once production has begun. Where the law of your country gives consumers a right to withdraw from a distance purchase, it normally does not apply to goods made to the buyer’s specifications; this does not affect any right you have that cannot be excluded by agreement.
If your piece arrives damaged
Stone is heavy and a crate can be handled roughly in transit, so please check your delivery carefully.
- On delivery, look at the crate before the carrier leaves. If it is visibly damaged, note it on the delivery document, and take photographs.
- Open the crate promptly, keep all the packaging, and photograph any damage to the piece, the crate and the protective material.
- Tell us within 7 days of delivery, through the Request a quote page, with your order reference and the photographs. A claim made later is harder to establish with the carrier and the insurer.
We will examine the claim with you, and we will repair the piece, make a replacement or refund you, according to the damage and what is practical. If the shipping was arranged or insured by us, we handle the claim with the carrier.
If a piece has a defect or is not as ordered
If the piece does not match the order (dimensions, material, finish, base), or has a manufacturing defect, tell us within 14 days of delivery, with photographs and your order reference. We will repair it, replace it or refund you, depending on the case. If a repair or replacement is not possible within a reasonable time, you may ask for a refund.
What is not a defect
- Natural variation: differences of colour, veining, pores, bands or texture from the photographs or from another piece in the same material. This is the character of natural stone and of handmade zellige.
- Normal wear and marks from use, and damage caused by acids, abrasive cleaners, heat, impact, moisture or lack of care. See our care and maintenance guidance.
- Small differences of dimension that are normal for hand-finished stone and zellige.
Refunds
When a refund is due, we make it to the payment method you used, normally within 14 days of agreeing it. Your bank may take additional time to show it. Shipping you paid for is refunded only if the piece was not as ordered or arrived damaged because of us or the carrier we arranged.
Returning a piece to us
Do not send a piece back before we have agreed on it in writing. A stone piece needs specialist crating and freight, so we organise a return together, and we explain who bears its cost when we agree on the solution.
Your legal rights
This page does not reduce the rights that you have by law as a consumer. See also our Terms & Conditions.