Shipping & Delivery Policy
Last updated: October 14, 2026
Delivery arrangements are confirmed for each order in the applicable written quotation and order documents.
1. Scope
This Shipping & Delivery Policy explains how delivery arrangements are confirmed for orders placed with Flat Stone Designs through enquiries and written quotations. The terms stated in the accepted quotation, order confirmation, invoice or separate written agreement will apply to the relevant order and take priority where they differ from this general policy, subject to applicable law.
2. Delivery Availability
Delivery availability depends on the product, order quantity, destination, stock or production status, packaging requirements, transport options and any export or import requirements. Please provide the full delivery address and project details when requesting a quotation so that we can assess the available options.
3. Shipping Charges
Shipping, freight, packaging, handling, insurance, taxes, duties and other delivery-related charges will be specified in the applicable quotation or order documents where relevant. Unless expressly stated in writing, do not assume that shipping or destination charges are included in the product price.
4. Processing and Delivery Estimates
Any production, dispatch or delivery timeframe communicated before order confirmation is an estimate unless we expressly confirm a binding date in writing. Timing may depend on order confirmation, receipt of required payments and specifications, production capacity, packaging, carrier schedules, customs clearance, weather, access to the delivery site and other circumstances beyond our reasonable control.
If a delay becomes known to us, we will make reasonable efforts to communicate relevant updates. A delivery estimate is not a guarantee unless the applicable written agreement expressly says otherwise.
If a delay becomes known to us, we will make reasonable efforts to communicate relevant updates. A delivery estimate is not a guarantee unless the applicable written agreement expressly says otherwise.
5. Delivery Address and Site Access
The customer is responsible for providing an accurate and complete delivery address, contact details and any necessary site-access or unloading information. Additional costs caused by an incorrect address, failed delivery, restricted access, waiting time, re-delivery or special handling may be charged where permitted and where applicable terms have been communicated.
Please tell us in advance about access restrictions, delivery-hour limits, vehicle-size limits, stairs, lift availability or other conditions that may affect unloading.
Please tell us in advance about access restrictions, delivery-hour limits, vehicle-size limits, stairs, lift availability or other conditions that may affect unloading.
6. Inspection on Receipt
Please inspect the shipment as soon as reasonably possible after delivery. If you notice visible damage, missing packages or an apparent quantity discrepancy, record the issue on the carrier’s delivery receipt where possible, take clear photographs and notify us promptly using the contact details below. Keep the packaging and affected goods until we advise you on the next steps.
This process helps us investigate and coordinate with the carrier or other relevant party. It does not remove any rights or remedies that cannot legally be excluded.
This process helps us investigate and coordinate with the carrier or other relevant party. It does not remove any rights or remedies that cannot legally be excluded.
7. Risk, Title and Unloading
Responsibility for transit risk, ownership/title, unloading, storage after delivery and any insurance arrangements will be set out in the accepted quotation, order confirmation or other applicable written agreement. Please review those documents carefully before confirming an order. Do not assume that unloading or installation is included unless it is expressly stated.
8. International Shipments
For international orders, the quotation or order documents should identify the agreed shipping arrangement and, where applicable, the party responsible for export documentation, import clearance, duties, taxes, insurance and destination charges. Delivery may be affected by customs inspections, regulatory requirements, carrier availability and other cross-border processes.
Customers should confirm any destination-specific import, building or product requirements before ordering. Any Incoterms or other trade terms apply only if specifically stated in the applicable written order documents.
Customers should confirm any destination-specific import, building or product requirements before ordering. Any Incoterms or other trade terms apply only if specifically stated in the applicable written order documents.
9. Delays and Events Outside Our Control
We are not responsible for delays caused by circumstances beyond our reasonable control, such as severe weather, natural events, transport disruption, port congestion, customs delays, labour disruption, government action or interruptions affecting suppliers or carriers. We will make reasonable efforts to provide updates where practical. Any remedies or cancellation rights remain subject to the accepted order terms and applicable law.
10. Changes, Failed Delivery and Returns
Requests to change a delivery address, delivery date or shipment arrangement must be made as early as possible and are subject to feasibility and written confirmation. Changes may result in additional charges or revised estimates.
If a delivery fails because the recipient is unavailable, the address is incorrect or the site cannot accept the shipment, re-delivery, storage or return-to-origin charges may apply where permitted and where confirmed under the applicable order terms. Returns, cancellations, replacements and refunds are governed by the relevant order documents and our applicable returns policy, if any. Please contact us before arranging a return.
If a delivery fails because the recipient is unavailable, the address is incorrect or the site cannot accept the shipment, re-delivery, storage or return-to-origin charges may apply where permitted and where confirmed under the applicable order terms. Returns, cancellations, replacements and refunds are governed by the relevant order documents and our applicable returns policy, if any. Please contact us before arranging a return.
11. Contact Us
For shipping or delivery questions, contact us:
Email: info@flatstonedesigns.com
Website: https://flatstonedesigns.com
Email: info@flatstonedesigns.com
Website: https://flatstonedesigns.com