1. How do I know I am choosing the correct tile for the project? 

• Suitability & Sizing: Double-check that the specific Keystone tile you've chosen is right for your project. Consider factors like material, durability, and traffic patterns. 
• Thickness Matters: Different tile thicknesses serve different purposes. Thin tiles are ideal for walls and backsplashes, while thicker ones are better suited for floors and high-traffic areas. Select the appropriate thickness for your project's demands. Feel free to ask for advice if you need it, we are very happy to help give you the information you need to make the best decision!
• Stock Availability: Planning a quick renovation? Verify that your chosen Keystone tile is currently in stock, if not contact the team to find the closest alternative that is in stock. 
• Visualization is Key: Before finalizing your order, explore the tile as much as possible. Come and visit Keystone to experience the tiles firsthand, or request small or full-size samples to assess variations in shade, texture, and edge finish.
• Images & Samples: Keep in mind that product images and samples are not perfect representations. While they provide a good starting point, they may not capture all potential tonal and textural variations. 

2. How do I know what quantities I should be ordering? 

• Include extra for cutting and breakages: Measure carefully and ensure the size and quantity fit your application. We recommend ordering an extra 10-15% for cutting and wastage. This ensures you have some spare for future and also saves the inconvenience of delays later. 

3. How can I order and how do I pay? 

• Online, once you have decided which option you are wanting to go for you can select your product, type in the m2 and it will automatically calculate your shipping price based on your postcode. You can then pay online.
• Instore, each quotation will have your own unique reference on it which you can quote and make payment instore via our card machine.
• By Phone, you can call and place your order over the phone or request an invoice to be sent out for you with a payment option.
• By Email, send your email with a quotation reference and you will be able to sign electronically and pay online through a secure payment link. 
• Any questions, please get in touch!
  

4. When can I expect my order to be delivered? 

• Items in stock: Any items in stock will be able to be delivered within 3-4 days of order and payment. 
• Items on preorder: This will be confirmed to your on quotation, our usual lead time is 3-4 weeks from order and payment.  We are happy to store your tiles for a maximum of 4 weeks before delivery.

5. Can I make changes to my order? 

• You can make changes to your order prior to signing your order confirmation and making payment. However, once your order is all packed and booked for delivery any cancellations or amendments may incur costs depending what stage this is at. We will do what we can to help where possible and depending on the notice we are give. 

6. If my product is out of stock when will it be available? 

• Your quotation/order confirmation will have an approximate estimate of when we expect to be able to deliver your order and can change by a few days, but we usually allow for this. If you have paid for your order then once the goods are in stock we will be in touch to arrange delivery. 

7. What happens if the order arrives damaged? 

• You should inspect your order on arrival and any obvious damage should be specified on the delivery note and the driver notified. Please ensure that the outside packaging is carefully opened so an inspection of material can be made. Please do not sign as "unchecked" as it may invalidate any future claims. We recommend including 10-15% extra material for potential cutting and wastage and due to the material type, minor edge chipping and imperfections are normal, any tiles that are slightly damaged can be used in cuts. 

8. Can I collect my order or arrange my own collection?

• You can collect your order however, you will need to ensure that your vehicle is suitable to carry the material in. Each vehicle has a different weight limit capacity and the type of material is very heavy. Generally, up to 200kg can be collected in a reasonable sized car. Anything over this weight would need to be palletized and loaded onto a suitable vehicle by forklift. All customer collections at the customers own risk and we will reserve the right to refuse collection if we for any reason don not think the order can be loaded safely. 
• Orders for collection can be selected on the website at Checkout. And we will be in touch to find out the date/time that best suits you. Or you can ring and arrange.
• The order needs to be inspected on collection, and in the unlikely event of any visible damage, please let the member of staff helping you know. Minor edge chipping and small imperfections are normal and tiles that have some damage may be used for cuts. We advise including 10-15% for cutting and wastage. 
• Once the goods leave our premises, you or your haulier will be responsible for any damages that occur during transport. 

9. How should an order be unpacked and stored? 

• All goods should be stored in a cool, dry place out of sunlight and not subjected to extreme temperature. 
• Any tiles taken out of boxes should be stacked/stored vertically (on its edge), not on any hard/uneven surface as it can cause edge chipping. 
• Keep on the protective packaging/boxes provided, spaces/film between faces of the tiles. This will help to prevent damage when moving goods. 
• Stone tiles are often packed wet and will not dry out until they are unpackaged. Therefore the colouring may look darker in shade until thoroughly dry. 
• Please note we are not currently able to offer collection of the packaging materials, however all cardboard can be recycled.