Support
At Royalestones, we take pride in providing exceptional customer support at every stage of your shopping experience. Whether you have questions before making a purchase, require assistance after receiving your order, or need trade-specific support, our dedicated teams are here to help. Our goal is to ensure a seamless experience for every customer, offering expert guidance and prompt resolutions.
Sales Support
Choosing the right home improvement products can be overwhelming, and we understand that you may have questions before making a purchase. Our sales team is available to assist you with product details, pricing, quotations, and availability. We provide expert advice on our range of products, including:
Tiles
Information on materials, finishes, durability, and suitability for different spaces.
Wall Panels
Guidance on installation, maintenance, and design options.
Vanity Units
Understanding dimensions, styles, storage capacity, and compatibility with bathroom designs.
Other Home Improvement Items
Help with selecting countertops, mirrors, and other related products.
If you need a quotation, details about bulk purchases, or assistance in choosing the best options for your home or project, feel free to contact our sales team:
Our team is happy to assist with any inquiries to ensure that you make informed decisions and select products that perfectly match your needs.
After-Sales Support
We are committed to providing outstanding support even after your purchase. If you experience any issues with your order, our after-sales team is here to help with:
Damages & Replacements
If your item arrives damaged, please report it to our aftersales team within the designated timeframe of 72 hours, and we will arrange a replacement or appropriate resolution.
Returns & Refunds
Information on eligibility, return procedures, refund processing times, and more is available in the returns policy. Please refer to that for any information. Feel free to contact the team for any requests or information.
Installation Guidance
Tips on proper installation and maintenance of our products is available in our blog under the category knowledge base. Please refer to the link below for these articles. If you still have questions, feel free to contact this team.
General Support
Assistance with product care, maintenance, troubleshooting, or any other queries, feel free to contact our team any time.
Before reaching out, we recommend checking our Product Guide and FAQs, where you may find quick answers to common queries. However, if you still require assistance, contact our after-sales team:
We strive to resolve all issues quickly and efficiently to ensure your satisfaction.
Trade Support
For businesses in the home improvement sector, we offer dedicated trade accounts with tailored services, including bulk order discounts, priority support, and account management. Our trade customers include:
Builders & Contractors
looking for high-quality materials at competitive prices.
Retailers & Showrooms
stocking our products for their customers.
Interior Designers & Architects
requiring assistance in selecting suitable materials for their projects.
We provide seamless support throughout the sales and after-sales process, ensuring that our business customers receive top-notch service and exclusive benefits. For trade-related queries, please contact us:
We strive to resolve all issues quickly and efficiently to ensure your satisfaction.
Complaints & Escalations
At Royalestones, we are committed to delivering the best customer experience. We follow strict guidelines to ensure fairness in our resolutions, always adhering to our policies and consumer laws. If you are not satisfied with the resolution provided by our team, you may escalate your case for a final review.
To file a complaint and escalate an issue, please follow these steps:
Ensure Prior Contact
Before escalating, ensure that you have already discussed your concern with our after-sales team and attempted a resolution through normal support channels.
Submit an Escalation Request
Send an email to aftersales@royalestones.co.uk with the subject line Complaint - [Your Order Number].
Provide Full Details
Include your order number, a clear description of the issue, and any supporting images or documents.
Escalation Review
Your case will be forwarded to our escalations department for a thorough review. This will be the final stage of assessment, and we will ensure a fair and impartial resolution.
Please note that the complaints process is intended for cases where customers genuinely believe an escalation is necessary. We aim to handle all matters with transparency and efficiency. The decision made by the escalation team will be the final decision from our side on any matter. If you are still not satisfied with the outcome, you may take independent legal advice and further actions accordingly.
We appreciate your trust in Royalestones and look forward to serving you with excellence. If you have any questions or require assistance, do not hesitate to reach out to the appropriate team. Our goal is to provide you with high-quality products and an outstanding customer experience at every step.
Frequently Asked Questions
Yes, you can request to cancel your order in accordance with our returns policy. Any applicable charges will be based on the terms and conditions outlined in our policy. If you wish to proceed with a cancellation, please get in touch with our aftersales team as soon as possible. Email: aftersales@royalestones.co.uk
Yes, you can request a change to your delivery date up until one day before the scheduled delivery. Please note that changes may be subject to additional charges depending on the circumstances. If you need to reschedule, feel free to reach out, and we'll do our best to assist you.
We offer standard delivery within 3-5 working days and express delivery within 2-3 working days, depending on your postcode. Delivery times may vary based on location and availability, so if you have specific requirements, we recommend contacting us for further details.
At this time, we do not provide live tracking for deliveries. However, once your order is out for delivery, you will receive a text notification from our delivery partner with an estimated time of arrival (ETA), so you'll have an idea of when to expect your goods.
No, you don't necessarily have to be present at the time of delivery. The driver will call you when they arrive, and you can provide instructions on where to leave the goods. However, please ensure that the location is safe and accessible for the driver.
Please be aware that we cannot deliver to steep or inclined roads due to vehicle limitations. Our delivery vehicle is equipped with a tail lift and a pump truck/trolley, which means deliveries can only be made on hard-standing surfaces such as concrete or tarmac at the kerbside or roadside. Unfortunately, deliveries cannot be made on grass, gravel, or uneven terrain. If you have any concerns about access, please contact us before placing your order.
If you notice any damage to your order, please report it within 72 hours of delivery to initiate a claim. Kindly provide clear images and an exact count of the damaged items so our team can assist you efficiently. For minor damage, we recommend checking if the affected pieces can be used for offcuts. You can also refer to our product guide and blog for tips on handling such situations.
Some variation in shade, texture, and size is natural due to the materials used in our products. Additionally, slight imperfections within industry tolerance levels are considered normal. These characteristics reflect the unique nature of the items we sell and do not impact their functionality or quality.
Yes, you can return your order within 14 days of delivery and request a refund, as per our returns policy. Since our products are heavy and fragile, return shipping costs will apply. For more details on the return process, please refer to our returns policy or contact our team for assistance.
Absolutely! You can explore our blog for helpful tips on maintaining and troubleshooting our products. If you need further assistance, don't hesitate to reach out to our support team—we're happy to help!