Lead Times

Each piece we create is hand made to order to our clients’ requirements. As such, we can not commit absolutely to a hard deadline. Although our estimated delivery dates are generally very accurate, we will not release items until we are happy that they meet the level of quality our clients expect from us. There are rare occasions when our work takes longer than anticipated to complete due to unforeseen circumstances.

We will endeavour to give as much notice as possible should there be a potential extension on the quoted lead time.

Delivery

Our UK Standard Delivery covers for delivery to a ground floor room on the British mainland. Generally this method takes up to one week from dispatch, but on rare occasions can take longer.

Our couriers will contact the recipient directly to arrange a suitable delivery slot. If the agreed slot is not honored by the recipient then a redelivery charge may apply. If the recipient cancels less than 48 hours before the scheduled delivery, a redelivery charge will apply.

Standard delivery will be between 9am and 5pm Monday to Friday. If delivery is required outside of these hours, an surcharge will be payable. Please contact us for a quote. On international deliveries, a timed slot is not always possible. Delivery to upper floors, and unpacking/installation services are available at an additional charge.

The customer must ensure that there are no access restrictions which will prevent the ordered item from being installed in its intended location. Door/corridor widths and turning circles must be checked before ordering. NOVOCASTRIAN cannot accept responsibility should the ordered piece not fit into its intended location because of access restrictions.

It is the buyer’s responsibility to define any labeling requirements needed to ensure that the receiver accepts the item prior to dispatch. Should any item be returned to us due to incorrect or missing labeling information supplied by the buyer, the buyer is liable to cover any redelivery charges.

Deliveries Outside UK/EU

Items delivered outside the UK/EU may be subject to import duties and/or customs clearance/brokerage fees in addition to the delivery charge. It is the buyers responsibility to pay these fees.

Tables

As standard, our tables are not supplied with felt/rubber feet. If this is a requirement please advise at the ordering stage.

Our Finishes

NOVOCASTRIAN cannot be held responsible for damage
to our pieces from misuse or improper care. Metal and stone surfaces must be cleaned with a soft damp cloth and dried thoroughly.

Excess moisture and hard chemicals should be avoided entirely, they can be particularly damaging to unlacquered metal surfaces. Heavy objects and sharp edges can cause scratching. All stone tops are delivered pre-sealed. Our products are not suitable for outdoor use.

Metal Finishes

Our highly-specialised metal finishes are entirely hand- produced by our craftsmen, and as such there will always be a degree of tonal variation. This variation should not be considered a fault, but an intrinsic part of our offering, and what we believe makes our products unique and beautiful. Due to the oxidation process of our patinas, we can not guarantee an absolute match to a control sample.

Metal patinas may continue to develop over time. This should not be considered a fault but a fundamental part of a graceful ageing process. Most of our metal surfaces are finished with a protective layer of oil and wax, however a lacquer can be applied on request to offer greater protection from further oxidation.

Metal cleaners should never be used on our metal surfaces as they will remove the decorative patina.

Cumbrian Slates

Every piece of our Cumbrian Slate is quarried to order.
The stones we use feature entirely natural variation and veining, and it is not possible to guarantee the inclusion or exclusion of any feature typical of that stone. Samples of our slates are available on request, as are PDF swatch sheets demonstrating typical variations.

Our slates are generally very durable, however they can be scratched if proper care is not taken. Scratches may be particularly visible on darker slates, however in almost all cases they can be easily disguised by buffing with black wax.

Rare British Marbles

Due to their rarity, samples of these stones are not generally available, although slabs can be viewed on appointment. Most of these stones require the customer to purchase a full slab.

Non UK Granites & Marbles

Although British stones form the backbone of our finishes offering, we frequently supply other granites and marbles as alternatives.

On certain occasions there may be hairline fissures along the veining of our slates and marbles. This is an entirely natural feature and should not be considered a fault. It does not affect the structural integrity of the stone.

Bespoke Works

We cannot be held responsible for design faults arising from bespoke work manufactured to a client’s design which has not been prototyped. In all instances of bespoke work we recommend a prototyping phase is undergone.

Damage

All items must be checked on delivery, and any damage caused during transit must be reported to us within two working days. It is crucial that packaging is not disposed of until the piece is thoroughly checked for damage, as without it we are unable to arrange a return. We cannot be held responsible for any damage caused during installation by any other party than ourselves.

Returns

Due to the bespoke nature of our pieces, we unfortunately are unable to accept returns should the item no longer be wanted.

We cherish your order thank you for investing in our craft.