Shipping policy

Shipping Policy

OVERVIEW

This Shipping Policy outlines how STONEVIA handles the production, dispatch, and delivery of all orders.

All products are made to order, and shipping timelines reflect our bespoke manufacturing process.

PROCESSING & PRODUCTION TIME

  • All orders are manufactured to order
  • Production time is up to 12 weeks from order confirmation
  • Orders will not be dispatched until manufacturing is complete

Please note:

  • Production times are estimates and may vary
  • Delays due to material availability or production demand may occur

SHIPPING & DELIVERY

  • Delivery is arranged once your order is ready for dispatch
  • Shipping times vary depending on location and courier
  • Delivery dates provided are estimates only and not guaranteed

We will notify you when your order has been dispatched.

DELIVERY REQUIREMENTS

  • Customers must ensure accurate delivery details are provided
  • You are responsible for ensuring:
    • Safe and suitable access for delivery
    • Someone is available to receive the goods

Failure to meet delivery requirements may result in:

  • Additional delivery charges
  • Delays or failed delivery

RISK & OWNERSHIP

  • All risk in the goods passes to you upon delivery
  • Ownership of goods remains with STONEVIA until full payment has been received

INSPECTION ON DELIVERY

You must inspect your order immediately upon delivery.

If there are any issues:

  • Report within 24–48 hours
  • Provide photographic evidence of:
    • The product
    • Packaging

Failure to report within this timeframe may invalidate any claim.

DAMAGED OR LOST SHIPMENTS

If your order arrives damaged or is lost in transit:

  • Contact us within 48 hours of delivery (or expected delivery)
  • We will investigate with the courier and resolve accordingly

FAILED DELIVERIES

If delivery fails due to:

  • Incorrect address
  • No one available to receive goods
  • Access restrictions

You may be responsible for:

  • Re-delivery charges
  • Storage fees

INTERNATIONAL SHIPPING (IF APPLICABLE)

  • International orders may be subject to:
    • Import duties
    • Taxes
    • Customs fees

These charges are the responsibility of the customer.

CONTACT

For shipping queries:

  • Email: INFO@STONEVIA.CO.UK
  • Include your order number and details