For more information regarding the services we offer and any queries you may have, please read the brief outline below or give us a call (on 01433 631333) if you need more information.

​

Do you provide samples?

Hand Samples measuring 70mm x 150mm are available free of charge. Larger tile and wood samples can be borrowed from the Showroom if you live locally. Contact us via email or call us in the Showroom if you wish to order. All samples are a general indication only of texture and colour. Natural stone by its very nature can vary and samples can be used as guidelines only.

​​​

Will my stone tiles and wooden planks look the same as on your web site?

All monitors depict colour differently, natural stone and wood is inherently difficult to photograph. So, unless you are familiar with the product it is always best to order a sample, or visit the showroom.

​

How can I get a quote?

You can call and speak to one of us and we will guide you through the pricing and also advise you on your choice of material.  Contact us here. Alternatively, send us an email with the dimensions of your floor and we will calculate what you need. We can then email you a written estimate/ quote.

 

​​How do I place an order?

Orders must be placed in writing by email and will be confirmed by email.

​

Can we pay a deposit on flooring and stoves?

Yes. A deposit is necessary to reserve your flooring and stoves. Depending on what the product is, we might ask for a 10%, 25% or 50% deposit.

​

Are deposits refundable?

No. All deposits are non-refundable.

​​

​​My project is over a period of time and will require several orders.

It is advisable to buy your stone/ wood in one go from one batch, as the colour and surface (in the case of stone) can vary between batches. We can send your order to you in as many shipments as you require (though this may affect carriage fees). You should also ensure your fitter blends the colours so that the variation of shades is evenly placed.

​

What methods of payment do you accept?

We accept BACS transfer, along with all major credit cards and debit cards except American Express.

 

How can I get my order delivered?

Natural Earth Products Ltd are able to offer a fast, reliable, nationwide delivery service on stone and wooden flooring.

 

All deliveries are chargeable and the cost will depend on the total weight of the consignment and the postcode to which it is being delivered. All delivery charges will be based on a standard 3 working day economy rate. Next day delivery is available for an extra fee.

​

Deliveries will be made between 7:30am – 6pm Monday to Friday (excluding bank holidays).

​

All orders will be delivered by a 26-tonne tail-lift lorry. If access to the property is restricted this needs to be advised prior to delivery. Most delivery depots have 7.5-tonne lorries, but use of a smaller vehicle can be subject to an additional charge.

 

All deliveries are classed as “kerbside” drops. The driver will drop the pallets at the nearest and safest point to your property. The driver can only use machinery to move the stone/ wood and is not allowed to physically handle the goods due to insurance constraints. Should the goods need to be moved by hand then it is essential for you to arrange for responsible individuals to be present.

 

Most of our consignments of stone are packed in wooden crates or on a wooden euro pallet. Wooden flooring is delivered in packs. On receipt, wooden flooring must be taken inside and not left outside.

 

Installation is viewed as acceptance of goods supplied, which means any claims after this stage cannot be accepted.

 

Do I need to be present at the time of delivery?

It is important that you or a named representative are available at the time of delivery to receive the goods, as the delivery driver cannot handle the goods. All orders must be examined at the time of delivery, and any shortages, damages or other discrepancies must be noted on the delivery note and reported to Natural Earth Products Ltd within 24 hours of receipt.

 

What happens if my goods are damaged in transit?

If the order was delivered by a courier, please call us to inform us immediately, make sure you sign for the goods as damaged. It is important that you inspect your goods before the driver leaves. We will require a photograph of the damaged goods to pursue a claim. Deliveries cannot be signed as unchecked.

 

Can I collect my order?
Collections are by prior arrangement only. Collections can only be made Monday – Friday from our Showroom in Grindleford and can only be made by a suitable vehicle which can be loaded using a forklift truck.

 

How should I unpack my flooring?

Care needs to be taken when unpacking the products. Wooden or stone spacers may need to be removed from between stone tiles/ flags before the stone can be lifted out. Once delivered, it is advisable to store the stone in dry conditions for several days. The stone should be unpacked carefully and stacked vertically with a slight gap in between for the product to acclimatise and dry out from condensation that may have been present in the stone or the packaging.

 

In the case of wood, take the boards out of the packs immediately before installation; draw from at least 3 packs to ensure a good colour/grade mix and to avoid banding.

 

Can I lay the stone/ wood myself?

We strongly recommend that you use an experienced and professional tiler/ joiner who is equipped and experienced in laying natural stone/ wooden flooring. Quotations for laying natural stone tiles/ wooden flooring can vary and is often dependent on the area in which you live. We strongly recommend you use a competent fitter who can provide a reference or have a look at previous work if possible.

 

I have microchipping and slight edge damage on some stone tiles/ wooden floor boards?

Natural stone can contain small blemishes, fissures and sometimes chipping at the edges, this is to be expected with this type of material and irregularities can easily be remedied during fitting by using the correct grout. Minor damage such as edge chipping is often caused in packing and unpacking tiles but it is deemed normal practice for these to be used in cuts during the installation process.

 

Carefully check each board of wood for defects; liability will not be accepted for defective boards once they have been fitted.

 

A wastage factor should be taken into account for each project prior to ordering, this is normally 10% which should allow for cuts and any minor imperfections.

 

I have just received my stone tiles/ wooden flooring and they appear a different colour than my sample.

In the case of stone, when it is first delivered it is likely to still be wet and can take a few days to dry out completely and return to its natural appearance. This is because stone tiles are often packed wet prior to shipping.

 

Both stone and wooden flooring are natural products, and as a result natural variation is present.

 

Do natural stone tiles need to be sealed?

All natural stone tiles need to be sealed. The amount of sealant required depends upon the porosity of the stone and the requirement for resealing depends upon the cleaning methods used after installation and the conditions under which the tile is used. For example, a low traffic floor regularly maintained will probably never need re-sealing but a regularly used shower will need attention after a few years.

 

Does engineered wood flooring need to be treated?

Most wooden flooring has already been pre-finished, so will not require any additional finishing. An extra coat of oil can be added if you wish. Unfinished boards should always be oiled to seal and protect them.

 

How should I clean my natural stone floor?

Natural stone floor should be brushed and mopped using a mild (non-acidic) detergent, preferably one designed for Natural stone such as Lithofin Easy Care, or Fila Cleaner. We would recommend using the cleaner supplied alongside the sealant used, as often these cleaners help rejuvenate and preserve the sealed floor.

 

Wooden flooring should be cleaned using a dedicated wooden flooring cleaner to retain its colour and finish.

 

Do you have a showroom where I can view your products?

We have a delightful showroom in between the villages of Grindleford and Eyam, in the Hope Valley, S32 2HW. Find out more here.