Shipping policy

Last updated: 24 August 2026

Where we deliver

We deliver throughout Great Britain: England, Scotland and Wales.

We do not currently deliver to Northern Ireland, the Channel Islands or the Isle of Man.

What it costs

Delivery is free on every order, whatever you spend. There is no minimum, and no surcharge for remote postcodes.

How long it takes

4 to 8 working days from the day your order is processed. This covers both preparation and transit.

Working days are Monday to Friday, excluding public holidays.

Order cut-off: 2pm UK time, Monday to Friday. Orders placed after that are processed the next working day.

If we cannot deliver within the time stated, we will tell you and agree a new date with you. If the delay becomes significant, you may cancel and we will refund you in full. In any event, we will deliver within 30 days of your order unless we have agreed a longer period with you.

Tracking your order

You will receive two emails: one confirming your order, and a second when it is dispatched, containing your tracking number.

Every order is fully tracked, at no extra cost.

The carrier we use may vary depending on the weight and size of your order and the delivery address.

No extra charges on delivery

The price you see at checkout is the price you pay. It includes UK VAT and all customs duties and import charges.

You will never be asked to pay anything to the carrier, and you will never receive a customs or handling invoice after your order arrives.

What to expect when your order arrives

Our fixtures are made of natural stone and are heavier than they look. Orders are sent as one or more parcels, delivered by a standard parcel carrier to your door. This is not a two-person or room-of-choice service.

Somebody should be available to receive the parcel. If nobody is in, the carrier will leave a card and either attempt redelivery or hold the parcel at a local collection point, depending on the carrier.

Please check your parcel before you unpack it. If the outer packaging is visibly damaged, note it with the carrier if you can, and take a photograph. This is not a condition of your rights, but it helps us take the matter up with the carrier.

Please keep the original packaging where you can. It is designed to protect the stone, and it is the safest way to send an item back if you decide to return anything. We do not make any deduction from a refund simply because the box has been opened or discarded.

If your order is damaged, lost or does not arrive

Until your order is physically delivered to you, it is our responsibility. If it arrives damaged, or does not arrive at all, we replace it or refund you in full. There is no charge to you, and no separate cover to buy.

If you ask the carrier to leave your parcel in a safe place, with a neighbour or at a collection point, the order becomes your responsibility from the moment it is left there as you asked.

If tracking has not moved, or your order has not arrived within 7 working days of the estimated delivery date, please email us at contact@travertina.co.uk with your order number. We will open an enquiry with the carrier and either send a replacement or refund you in full.

Contacting us early helps, because carriers apply their own time limits for claims. This is a practical point, not a condition: it does not limit your rights, and there is no deadline for telling us that your order has not arrived.

If the delivery address is wrong

Please check your address carefully before you pay. If you spot a mistake, email us at contact@travertina.co.uk straight away. We can usually change it before dispatch, but not afterwards.

If a parcel is returned to us because the address was incorrect or incomplete, we will contact you to arrange redelivery.

Cancelling, returning and faulty items

Your right to cancel within 14 days of delivery, and your rights if something is wrong with your order, are set out in our Returns and Refunds policy and in our Terms of Sale.

Questions

Email contact@travertina.co.uk.

Customer service is open every day, 8am to 5pm UK time, in English. We reply to every enquiry within two working days.