Finance FAQ

PAYMENTS

What payment methods do you accept?

We accept bank transfers only for all orders.
Please include your quote number or order number as the payment reference.

Business Account:
Stroyant Ltd T/A Starel Stones
Sort code: 30-99-50
Account number: 53450068

When is payment required?

• Stock orders — before dispatch.
• Bespoke / pre-orders / custom fabrication — 100% upfront before production (T&Cs 2.2).
• Slab orders — full payment must clear before delivery (T&Cs 4.2).

QUOTES & PROFORMAS

How long is a quote valid for?

Quotes are typically valid for 7–10 days, unless otherwise stated.

How do I pay for a quote?

Once you accept the quote:

1. Transfer the amount to the bank details listed.
2. Include the quote number as the payment reference.
3. You will receive an invoice automatically once payment is processed.

Do you offer trade pricing?

Yes. Trade discounts vary depending on:

• Product type
• Quantity ordered
• If the item is already discounted

Typical ranges:

• 5–10% trade discount
• No further discount on sale items

Trade account registration: https://www.stareltrade.com/

DELIVERY CHARGES & FEES

How much is delivery?

Standard (4–7 working days):

• £79 England (tiles & mosaics)
• Slab deliveries start from £250 + VAT, depending on distance (see Deliveries_Price.pdf).

Express delivery (subject to availability): £149.

Do you charge for failed deliveries?

Yes.

• Tiles: re-delivery charges may apply up to 90% of the original shipping cost (T&Cs 3.8).
• Slabs: re-delivery charges may be up to 100% of original shipping cost (T&Cs 4.3).

REFUNDS, RETURNS & CANCELLATIONS

Can I cancel my order?

• Stock items: cancellations may be possible before dispatch, subject to a 35% restocking fee (T&Cs 5.2).
• Pre-orders / custom / bespoke items: non-refundable and cannot be cancelled (T&Cs 2.2 & 5.3).

Do you accept returns?

Returns are accepted only if:

• Agreed with the team in advance
• Items are full-price stock items
• Items have not been installed, opened, used, or damaged
• Returned to our Fareham warehouse:
  Starel, 7 & 8 Standard Way, Fareham, PO16 8XB (T&Cs 3.11)

Restocking fee: 35%.

Do you accept partial returns?

No. Partial returns are not accepted due to batch variation.

My items arrived damaged — what should I do?

• Damages must be reported on the day of delivery
• Mark POD as DAMAGED
• Email us within 48 hours with photos/videos (T&Cs 3.16 & 3.17)

Claims after 48 hours cannot be processed.

When will I receive my refund?

Refunds typically take up to 7 business days after inspection.
If missing, check:

1. Bank processing time
2. Credit card provider
3. Contact us again if still pending (T&Cs 5.7)

PRE-ORDERS

Are pre-orders refundable?

No. All pre-orders are non-refundable because they are made to order (T&Cs 3.10 & 5.3).

Lead time: 6–12 weeks
Possible delays: 1–3 weeks due to international shipping.

PRICING

Are prices inclusive of VAT?

Yes — all tile, mosaic and delivery prices listed on the website include VAT.
Slab delivery prices are + VAT (see Deliveries_Price.pdf).

Can you price-match?

This is assessed case-by-case, but generally we cannot price-match due to natural stone batch variations and manufacturing costs.

DOCUMENTATION

Can I get a VAT invoice?

Yes — an invoice is sent automatically once payment clears.

Where can I find your Terms & Conditions?

Available at:
https://www.starelstones.co.uk/return-policy/
and in our full T&Cs document.

Discounts & Promotions

Do you offer discounts after leaving a review?

Yes — you may receive a 5% discount code after leaving a verified review.

Are discounts applied to sale items?

No. Sale items are excluded from additional discounts.

STILL NEED HELP?

Our finance & customer support team is available:
Monday–Friday
8:00–17:00
enquiries@starelstones.co.uk