Terms & Conditions

1. About DLA Stone

These Terms apply to orders placed with:

DLA Stone Ltd
Company number: 16479606
Registered office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Email: info@dlastone.com
Telephone/WhatsApp: +44 7448 111997

"DLA Stone", "we", "us" and "our" refer to DLA Stone Ltd. "You" and "your" refer to the person or business placing an order.

2. Consumer and Trade Customers

A consumer is an individual purchasing wholly or mainly for personal use.

A trade customer is a person or organisation purchasing wholly or mainly for business purposes.

Some statutory rights apply only to consumers. Separate Trade Terms or quotation terms may apply to business orders.

3. Product Information

We take reasonable care to describe products accurately.

Natural stone varies in colour, veining, pattern, texture, pores, mineral markings and shade. These variations are an inherent part of natural material.

Website images and samples are representative and cannot guarantee the exact appearance of a finished product.

Natural variation does not excuse damage, structural defects, poor workmanship, incorrect dimensions or failure to follow an approved specification.

4. Personalised Specifications

Every product offered for online purchase is made to specifications selected and approved by the customer. These may include:

• Size
• Stone variation
• Polished or honed finish
• Quantity
• Delivery information

You are responsible for checking the submitted dimensions and approved specifications carefully.

Production will not begin until the required approval and payment have been received.

5. Prices

Prices are shown in the stated currency.

The final quotation or order summary will identify:

• Product price
• Selected specifications
• Quantity
• Delivery destination
• DDP delivery where applicable
• Any expressly agreed additional services
• Total payable amount

We may correct an obvious pricing or technical error before accepting an order.

6. Order Acceptance

Submitting an enquiry does not create a contract.

A quotation is not accepted until the required approval and payment have been received and DLA Stone confirms acceptance of the order.

We may decline an order before acceptance where:

• The requested product cannot be manufactured
• The stone is unavailable
• Delivery cannot be arranged safely
• Pricing or product information contains an obvious error
• The destination is unsupported
• The transaction presents a legal, sanctions or fraud risk

Any payment taken for an order we cannot accept will be handled in accordance with applicable law.

7. Payment

Payments are processed securely by Stripe using the payment methods shown at checkout. DLA Stone does not store your full card details.

We do not store full card details where payment is processed by an authorised third-party payment provider.

Any deposit or staged-payment terms must be shown in the individual quotation.

A payment will not automatically be described as non-refundable unless the applicable terms have been clearly stated and are legally valid.

8. Production

Production begins after:

• Final specifications are approved
• Required payment is received
• Necessary delivery details are confirmed

Production and delivery timeframes are estimates unless a guaranteed date is expressly agreed in writing. We will notify you when production begins.

9. Changes

Requested changes are not guaranteed after approval. A change may affect:

• Price
• Production time
• Material availability
• Delivery time
• Product performance

Any approved change must be documented in a revised specification or quotation.

10. Delivery

Delivery is governed by our Shipping & Delivery Policy.

Where DDP is confirmed, DLA Stone handles the agreed export clearance, customs clearance, customs duties and import taxes for the supported destination.

Standard delivery is kerbside only unless another service is expressly included in writing. Inside delivery, unpacking, installation and specialist lifting are excluded unless agreed separately.

You must provide accurate delivery and access information.

11. Inspection and Damage

Inspect the packaging and product as soon as reasonably possible.

Where possible, report visible damage within 48 hours. This helps us investigate the matter with the carrier and insurer but does not automatically remove statutory rights.

Full details are provided in our Returns, Cancellations & Damaged Orders Policy.

12. Cancellations and Returns

Products manufactured to the customer's approved size, stone variation and surface finish are made to the customer's specifications and are clearly personalised.

Once production has begun, personalised orders cannot be cancelled, returned or exchanged because of a change of mind. We do not operate a general exchange programme.

Before production begins, contact us immediately if you wish to request cancellation. We may agree to cancellation where customer-specific materials have not been ordered, allocated, cut or committed, but cancellation is not guaranteed.

This does not affect statutory rights or remedies relating to faulty, damaged, incorrect or non-conforming products. Depending on the circumstances, a remedy may include repair, replacement, price reduction or refund.

Please read our Returns, Faulty Goods & Cancellations Policy before placing an order.

13. Product Care

You must follow reasonable handling and care instructions.

Natural stone is not stain-proof, scratch-proof or maintenance-free.

Nothing in our care instructions limits statutory rights relating to an existing defect or non-conformity.

14. Intellectual Property

Website text, product designs, photographs, graphics, branding and other content are owned by or licensed to DLA Stone unless stated otherwise. They may not be copied, reproduced or used commercially without permission.

Customer-supplied drawings and reference materials must not infringe another person's rights.

15. Events Outside Reasonable Control

We are not responsible for delay caused by events outside our reasonable control, subject to applicable consumer law. These may include severe weather, transport disruption, customs delays, industrial action, material shortages, government restrictions and other events that could not reasonably be avoided.

We will contact you and take reasonable steps to minimise disruption.

16. Liability

Nothing in these Terms excludes or limits liability where exclusion or limitation would be unlawful.

Nothing in these Terms limits statutory consumer rights.

Business-customer liability provisions, if required, must be set out separately in the applicable Trade Terms and reviewed by a UK legal professional.

17. Complaints

Contact: info@dlastone.com

Please include your order number and a clear description of the issue.

We will acknowledge your complaint within 2 business days and aim to provide a substantive response within 10 business days.

18. Governing Law

These Terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply in the customer's country of residence.

Any jurisdiction clause must not remove a consumer's mandatory right to bring proceedings where applicable.

19. Changes to These Terms

The version accepted at the time of the order will apply to that order.

We may update these Terms for future orders. The latest revision date will be displayed above.