Stone Supplies in Farnham | How to Deal with Damaged Indian Sandstone, Stone Slabs and Stone Tiles

We ship natural stone paving slabs and tiles in crates, and these can be very heavy. Some deliveries weigh over a ton. The crates, made from wood, can move around during delivery but we try to minimise this as much as possible. Inside the crate, we secure stone supplies and paving supplies with straps and, sometimes, plastic wrapping. This is the way we pack Indian sandstone, for example. Porcelain paving, on the other hand, come in cardboard sleeves for extra protection, thus reducing the chances of damage.

No matter how good a stone merchant is, accidents occasionally happen. If you have a delivery made to Farnham, or even if you collect, you might find a broken stone or two in your pack when you open it and check your order. If slabs or tiles arrive damaged, irrespective of whether you have chosen natural stone or porcelain, we will happily help with replacements or refunds.

If you have ordered online, you can email us photos of the broken slabs. You can contact us for help on 01252 705979.

Replacement Porcelain Paving

Cardboard sleeves of porcelain paving have batch numbers printed on the cardboard itself or on a label. If you need replacement stone supplies or paving supplies, we will need to see a photograph of the label. Porcelain is like wallpaper and has patterns, and each batch comes with a specific number that indicates the pattern, the shade and the size. This helps stone merchants to match slabs and tiles correctly when replacing damaged units.

If you collect from our premises on Farnham Road in Ewshot instead of having them delivered, we will still offer a replacement or a refund.

For the best results, and to avoid differences, it is wise to buy porcelain paving from the same batch. Also, be sure to order 10% more than you need to account for breakages and cutting. If porcelain or natural stone paving breaks during delivery or onsite and you are a few slabs short, let us know.

We want your paving to look perfect so matching up the batch numbers is important. The batch information is often on the thin edge of the sleeve. A sizeable number of our customers from Farnham still book in for deliveries even though we are local, usually because of the weight of their orders.

Replacement Stone Paving

Natural stone paving, like Indian sandstone, doesn't use batch matching like porcelain because the colours can vary due to formation in nature. However, crate numbers can help us identify where the slabs or tiles came from, so we might ask for a photograph of the crate label before arranging a replacement or a refund. Usually, if stone supplies or paving supplies arrive in damaged condition, we will request a photo during your initial call to us.

This helps us justify sending replacements. If we know about it in the morning, we can often send replacements to the Farnham area the very next day.

Most stone merchants will ask you to keep the packaging for natural stone paving and we advise that you never install Indian sandstone or porcelain paving if an order arrives damaged. If already been laid, we won't be able to refund or replace slabs and tiles because they are considered used.

Customers from Farnham can also visit Love Stone instore for replacements.