FAQ
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FAQ
What should I know about my chosen product before I order?
Check suitability, sizing, and thickness to ensure that the product is right for your application. If your project is imminent, check we have available stock. Occasionally we may be awaiting stock so please check whether new stock is due within your timescales. Alternatively, we will have a substitute size, colour, or similar product available for rapid delivery.
Make sure you have viewed as much of the product as possible before placing your order to ensure you’re happy with any variations in shade, texture, and edge finish. You can visit a showroom, request samples (small and full size) and view images. Please note that samples and images are intended as a guide only and unfortunately cannot show all possible tonal and texture variations.
How can I be sure I’m ordering the correct quantities?
Check suitability, sizing, and thickness to ensure that the product is right for your application. If your project is imminent, check we have available stock. Occasionally we may be awaiting stock so please check whether new stock is due within your timescales. Alternatively, we will have a substitute size, colour, or similar product available for rapid delivery.
Make sure you have viewed as much of the product as possible before placing your order to ensure you’re happy with any variations in shade, texture, and edge finish. You can visit a showroom, request samples (small and full size) and view images. Please note that samples and images are intended as a guide only and unfortunately cannot show all possible tonal and texture variations.
What types of materials do we sell?
We offer a wide range of materials, including:
- Wood: Engineered wood, mainly for flooring.
- Stone: Natural stone slabs, tiles, and curated decorative pieces.
- Quartz: Engineered quartz surfaces in various colours and patterns.
- Porcelain: High-quality porcelain tiles and decor items.
- Cork: Eco-friendly cork cladding.
- Decor Items: Unique decor pieces, generally based in natural stone.
How can I place my order and pay?
For most of our materials, you can place the order online in our “Store” section and pay online.
In some cases, selling our materials online is not practical due to a further discussion required to get you the right order. In these cases, you will find a button saying “request price” where you will be taken to a contact form and we will take you through the process there.
Can I amend my order?
You can always ask! If you get in touch with us within 24 hours, you can amend your order, and you may also cancel your order.
After 24 hours have passed, it depends – although we always try to be as practical as possible.
What do I do if my order arrives damaged?
Please get in touch ASAP. You can see the terms of returns and damaged goods at the following site: deluco.co.uk/terms-and-conditions
If out of stock when will my stock be available?
We do not stock material – we get everything custom order for our customers! Indicatively all of our products can be delivered 3-4 weeks after placing orders, but we will get in touch within one business day after the order is placed to confirm.
Where do our materials come from?
Our materials are sourced from trusted suppliers worldwide, ensuring quality and sustainability. We prioritize eco-friendly practices in our sourcing processes. Some of our products are also sourced locally from within the UK.
Do you have a physical store, or is everything online?
We do not yet have a physical location, but we have real people to take your call or meet up with you! We do also provide samples.
But watch this space!
How do I choose the right material for my project?
Choosing the right material depends on:
- Purpose: Flooring, countertops, or decor?
- Aesthetic: Style preferences and colour schemes.
- Practicality: Consider traffic levels and maintenance.
All 3 of these points are equally important, and we are happy to help you find what you need.
Are your products environmentally friendly?
Some are more environmentally friendly than others, and we strive to be as environmentally conscious as we can with each product line. We strive to offer sustainable products, including FSC-certified wood, recycled materials, and eco-friendly manufacturing processes.
- Wood: We exclusively supply FSC-certified wood
- Stone: We work with suppliers who use recycled water in their block cutting, and who endeavour to reforest the land as the quarries move deeper into the mountains.
- Quartz: Quartz uses ground up material which would otherwise be waste, and likewise we ensure the water used in production is recycled.
- Porcelain: Deluco exclusively sources porcelain from Europe, from countries where the standards are at their highest. Diminishing waste, recycling water in production and renewable energy sources are all ways to reduce impact.
- Cork: Cork trees are stripped of their bark once every 9 years, which does not harm the tree. Cork oaks also require very little input in terms of water and nutrients. In creating the blocks, there is nothing used except cork bark chips, heat and pressure, with no chemicals added.
Do you provide samples?
We offer samples for most of our products. You can request samples through our website, our by getting in touch.
How are our prices determined?
Prices vary based on material type, quality, and sourcing. For custom orders, factors such as size and finish will also influence pricing. Pricing is available for much of our catalogue online, and for those materials which don’t have it we are usually able to provide pricing within 2 working days.
Do you offer bulk discounts?
Yes, we provide discounts for bulk orders and trade prices. Please contact our sales team for specific pricing information.
Do you offer installation services?
Yes, we do. Our strength is in the specifying and sourcing of the materials, but we are often able to provide installation services, primarily for residential projects.
Installation is not included within the pricing.
How do I care for my wood flooring?
Regular sweeping and occasional mopping with a slightly damp mop are recommended. Avoid any chemicals unless these are products specifically designed for wood care.
What is the best way to maintain stone surfaces?
For stone surfaces, mop or wipe with slightly damp textures and no chemicals – these can react with the stone and change the finish or otherwise stain your material. We always recommend sealing both faces and all four sides of the stone before installing.
Can I use heat-resistant mats on quartz countertops?
Yes, quartz is heat-resistant, but we recommend using mats to protect against extreme temperatures and avoid potential damage.
What is your returns policy?
We accept returns on locally sourced materials within 5 days of purchase. Items must be in original condition and packaging. Custom orders or materials imported for a project are usually not subject to a return policies, providing the materials arrived according to specification and in good condition.
Do your products come with a warranty?
We offer warranties on many of our products. Please refer to the product details on our website or contact us for specific warranty information.
What should I do if my order arrives damaged?
If your order arrives damaged, please contact us within 5 days with photos of the damage, and we will assist you with a replacement or refund.
In stone tiles, the ocassional slightly damaged edge or corner can occur which can be solved during installation.
How can I contact customer support?
You can reach our customer support team via email at [email protected].
Do you have a newsletter?
Yes, you can subscribe to our newsletter for updates on new products, promotions, and design tips with this link!
