Question 1

Are these items in stock?

Accepted Answer

To understand whether the product is in stock, you need to go to the product page you are interested in and select "SQM (m²) In-Stock" from the dropdown menu on the page and try adding the amount you are looking to order to your cart. If item is successfully added to your basket, it is available for 4-7 working day delivery. If it isn't and you have a popup showing you how much stock left then you can always select "SQM (m²) Pre-Order" and order that item on a 6-12 week lead time.

https://static.wixstatic.com/media/d0c09e_0bc578a159274972b9c8b294ebca7334~mv2.png

Question 2

Can I order bespoke products?

Accepted Answer

We provide a wide range of services including design service and bespoke production.

We are able to offer bespoke tile sizes for orders above 15m2. Production lead time for custom orders is 6-12 weeks. Please email enquiries@starelstones.co.uk for more information. 
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Question 3

Can I buy less than a square meter (m²)?

Accepted Answer

Unfortunately no. Most of our products come in 1m² packs and we do not sell split packs. But it is useful to have some extra on your order in case of wasted tiles during cutting or breakage.

Question 4

How much extra for wastage do I need to order?

Accepted Answer

10-15% wastage usually covers it all. However if you order a bespoke, clearance or pre-order item, it is usually 15-25%.

Question 5

What location is best to visit if I want to see your products in person?

Accepted Answer

-Guildford Showroom

Our Guildford showroom showcases our full range of tiles and mosaics, as well as our Milano (80cm) and Roma (156cm) Vanity Units.

Opening Times: Monday -Friday 9:30-6:00pm and Saturday 10am-5pm				
Address: 182 High St, Guildford GU1 3HW

-Southampton Slab Gallery

Explore our full range of slabs in person at our Southampton warehouse. We recommend booking an appointment in advance, either via the link below or by contacting us by phone or email.
Please mention which slabs you're interested in when booking.
https://starelstones.setmore.com/starel (https://starelstones.setmore.com/starel)

Opening Times: Monday -Friday 8:00-5:00pm and Saturday appointment available upon request.				
Address: Bays 2 & 4, Merlin Quay, Hazel Rd, Woolston, Southampton SO19 7GB
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-Fareham Showroom

Our Tiles and Mosaics Warehouse is located in Fareham. If you'd like to view full-sized tiles and mosaic sheets in person, feel free to visit our showroom — we'd be happy to assist you.

Opening Times: Monday -Friday 8:00-5:00pm.				
Address: 7 Standard Way, Fareham, Hampshire, PO16 8XB, United Kingdom.

Question 6

Can I request additional photos of the products?

Accepted Answer

Our website photos provide a good representation of our products. For a closer look, we recommend ordering samples (for tiles and smaller items) or visiting our showrooms in Guildford or Southampton.
If you're unable to visit our Slab Gallery, you're welcome to request additional slab photos. Please email enquiries@starelstones.co.uk with the product name(s) you're interested in and your phone number — we'll send the images via WhatsApp.

Please note: Marble is a natural material, and variations in colour, veining, and tone are to be expected and are part of its unique beauty.

Question 7

How much does delivery cost?

Accepted Answer

For UK Mainland only:
 • Standard Delivery: £75 per pallet (delivery within 4–7 working days)
 • Express Delivery: £155 per pallet (delivery within 1–3 working days)

You will receive an email confirming dispatch and your scheduled delivery date.

Please note: Deliveries are handled by third-party curbside delivery companies. They will deliver to the nearest accessible point using an electric pallet truck. These trucks can only operate on solid, level surfaces such as tarmac, concrete, or paving.

For deliveries to Northern Ireland, please note extra delivery charges may apply.

For International Orders please refer to section on International Orders.

Question 8

Can I cancel my order?

Accepted Answer

You can cancel your order if the goods are at a regular price (non sale items), are not specifically made for you (Pre-orders, custom orders, customized vanity orders) and your order has not been shipped out of our warehouse and/or goods are stock items. To cancel you must let us know in writing that you wish to cancel. All cancellations are subject to a 5% transaction fee and may be subject to a restocking and handling fee. Please read our Terms and Conditions (https://www.starelstones.co.uk/return-policy/)for further information.

Question 9

Can I return my order?

Accepted Answer

Unfortunately, we cannot accept returns once delivery has taken place. This is due to frequent batch variations (especially with tiles and mosaics) and the handling risk involved with slabs.
If there’s an issue with your order, please contact us within 48 hours of delivery. We’ll review the case and may offer a correction, replacement, or partial/full refund at our discretion.

Please note: If you do not notify us within 48 hours, or if the goods have been installed, this will be considered acceptance of the order, and we won’t be able to offer any further remedy.

Question 10

I received my delivery date email but I won't be in, what can I do?

Accepted Answer

Please contact us as soon as possible. Re-delivery charges may apply.

Question 11

What does pre-order mean?

Accepted Answer

Pre-orders are made to order products or products that are shipped from our abroad factory specifically for the order, pre-orders are non-refundable. Typically pre-orders are delivered within 6-12 weeks of order. It should be noted that 1-3 week delays are possible due to the unpredictable circumstances outside of our control, such as, unforeseen shipping delays.

Question 12

Where is my order?

Accepted Answer

If all items are in stock:
 • Your order will be delivered within 4 to 7 working days 
 • You’ll receive an email confirmation once your order is placed and another when it’s been dispatched.
If you selected Express Delivery:
 • Your order will arrive within 1 to 3 working days.
Delivery times:
 • Standard delivery slots are 9am to 5pm.
 • Occasionally, due to traffic or delays, deliveries may arrive as late as 6pm.

If your order includes any pre-order items:
 • The estimated lead time is 6 to 12 weeks.
 • Your order will be shipped once all items have arrived at our warehouse.
 • You do not need to contact us—we’ll get in touch as soon as your order is ready to be delivered (delivery will then take 4 to 7 working days).
Want to split your delivery?
 If you’d like to receive in-stock items first and pre-order items later, we’re happy to arrange this, just email us. Please note that additional delivery charges may apply.

Please note our working days are Monday-Friday. Any orders after 12pm will be processed the next working day.