Product Questions
What’s the difference between granite, quartz, and Dekton?
Granite is a natural stone quarried from the earth, featuring unique patterns and variations in each slab. It’s heat-resistant and durable but requires periodic sealing.
Quartz is an engineered stone made from approximately 90% natural quartz crystals combined with resins and pigments. It offers consistent colouring, higher stain resistance than granite, and requires no sealing, though it’s less heat-resistant.
Dekton is an ultra-compact surface made using Sinterized Particle Technology, fusing minerals under extreme heat and pressure. It offers superior resistance to scratches, stains, UV exposure, and heat, making it suitable for both indoor and outdoor applications.
How durable are these materials?
All three materials are exceptionally durable, but in different ways. Granite scores around 6-7 on the Mohs hardness scale, making it resistant to scratching. Quartz rates slightly higher at 7, while Dekton achieves up to 8, making it the most scratch-resistant option. For perspective, a diamond is 10 on this scale.
Can I place hot pots and pans on these surfaces?
Granite and Dekton have excellent heat resistance, allowing you to place hot cookware directly on the surface without damage in most cases. However, we still recommend using trivets for prolonged exposure to extreme heat.
Quartz is heat-resistant to approximately 150°C, but sudden temperature changes or prolonged heat exposure can potentially cause damage. Always use trivets or hot pads with quartz surfaces.
Are these materials stain-resistant?
Quartz and Dekton are non-porous and highly stain-resistant without requiring any sealing. Spills should still be cleaned promptly, but these materials resist most common household stains.
Granite is naturally porous but becomes stain-resistant when properly sealed. We seal all granite during installation and recommend resealing annually for optimal protection.
Will my finished countertop look exactly like the sample?
Quartz and Dekton offer consistent colouring and patterns, so your finished surface will closely resemble the sample, though some variation between production batches is normal.
Granite is a natural stone with inherent variations in colour, veining, and mineral composition. Samples represent the general appearance of the stone type, but each slab is unique. For granite orders, we recommend viewing and selecting the specific slab before fabrication.
What thickness options are available?
We offer most materials in 12mm, 20mm, and 30mm thickness options. The 12mm is suitable for vertical applications like backsplashes and shower walls. For countertops, we recommend 20mm for residential use and 30mm for a more substantial look or commercial applications. Bespoke edge profiles can create the appearance of thicker material without the full weight, through careful bonding of materials.
Pricing and Quotes
How is pricing calculated?
Our pricing is based on square metre calculations of the required material, plus additions for edge treatments, cutouts (for sinks, hobs, etc.), polishing, and installation. The specific material chosen significantly affects the base price, with rare or exotic stones commanding premium prices.
How do square metre calculations work?
We calculate the total surface area needed, including any cutouts (you pay for the full slab sections we use). For L-shaped countertops or islands, we measure the maximum length and width to determine the required material. We optimise cutting patterns to minimize waste, but some waste is inevitable in creating perfectly matched surfaces.
What’s included in my quoted price?
Standard quotes include the material, fabrication, basic edge profiles, cutouts for sink and hob, seam joining, standard installation, and initial sealing (for granite). Additional charges apply for complex edge profiles, extra cutouts, extended travel distances, and special installation requirements.
What are your payment terms?
We require a 50% deposit to secure your order and begin the templating process. The remaining balance is due prior to installation.
Do you offer price matching?
We consider price matching on identical materials from other certified fabricators. Please provide a detailed written quote from the competitor for consideration. We’re confident in our quality and service, and our prices reflect the premium nature of our work.
Ordering Process
What’s the timeline from order to installation?
The typical process takes 2-3 weeks:
- Order confirmation and deposit: Day 1
- Templating appointment: Within 5-7 working days
- Fabrication: 5-7 working days after templating
- Installation: 1-2 days after fabrication is complete
Custom or exotic materials may require additional time, particularly if they need to be specially ordered.
Can you create custom sizes and specifications?
Absolutely. All our work is custom-fabricated to your exact specifications. We can accommodate special shapes, unusual angles, and decorative features. During the design consultation, we’ll discuss any technical limitations that might affect your design vision.
What is your cancellation policy?
Orders can be cancelled with full deposit refund prior to templating. After templating, a £250 design fee is non-refundable. Once fabrication begins, cancellations are subject to payment for materials and work completed. Custom-ordered materials cannot be refunded once ordered.
How do I go from ordering samples to placing a full order?
After evaluating samples, contact us to arrange a design consultation, or order online. We can discuss your project, provide a more detailed quotation, and guide you through material selection, if you need our help. For natural stone, we’ll invite you to select your specific slab before fabrication.
Can I see the actual stone slab before it’s cut?
Yes, for natural stone orders, we encourage you to visit our slab yard to select your specific piece. For larger projects requiring multiple slabs, this step is essential to ensure aesthetic consistency. With engineered materials like quartz and Dekton, this step is less critical due to their consistency.
Installation Questions
Do I need professional installation?
We strongly recommend professional installation for all stone surfaces. Our installation team is specially trained to handle these heavy, delicate materials and ensure proper support, sealing, and finishing. DIY installation risks damage to both the material and your property, and may void the product warranty.
What should I expect during installation day?
Our installers will arrive within the scheduled timeframe, protect surrounding areas, remove existing countertops if arranged, and precisely install your new surfaces. They’ll fit cutouts, secure the material to cabinets, attach sinks, seal joints, and clean the area before departure. The process typically takes 4-8 hours depending on complexity.
How soon can I use my kitchen after installation?
Light use can begin immediately after installation. However, allow 24 hours before placing heavy items on the surface and before reconnecting plumbing. For granite, the sealer needs 24 hours to cure completely. Avoid cleaning with anything other than mild soap and water during the first 48 hours.
Will seams be visible?
While we minimize seams whenever possible, they are sometimes necessary for large areas or complex layouts. Our technicians use state-of-the-art methods to create nearly invisible seams. Seams are typically more noticeable in lighter colours and materials with minimal patterns. We strategically place seams in less visible locations where possible.
What about my sink and taps?
We can install undermount sinks during countertop installation. Overmount sinks and all taps/faucets are typically installed by your plumber after the countertop installation is complete. We recommend having your plumber scheduled for the day after installation to reconnect all plumbing.
Maintenance and Warranty
What warranty coverage do you provide?
All materials carry a 10-year manufacturer warranty against defects. Additionally, we provide a 2-year workmanship guarantee on our fabrication and installation. Certain conditions apply – please request our full warranty document for complete details.
What regular maintenance is required?
Quartz and Dekton require simple cleaning with mild soap and water or a stone-specific cleaner. No sealing is needed.
Granite should be sealed annually, which is a simple process that takes about 20 minutes. Daily cleaning with pH-neutral cleaners will maintain its beauty. We offer a maintenance service if you prefer professional care.
What cleaning products should I use?
For all surfaces, we recommend mild dish soap and water for daily cleaning. For deeper cleaning, use only pH-neutral cleaners specifically formulated for natural stone. Avoid acidic cleaners (vinegar, citrus), bleach, and abrasive products. We offer a range of approved cleaning products in our accessory shop.
Can chips or cracks be repaired?
Minor chips can often be repaired by our technicians using color-matched epoxy resins. Large cracks or structural damage might require section replacement. Contact our service department immediately if damage occurs so we can advise on the best repair approach.
Is the warranty transferable if I sell my home?
Yes, our material warranties are tied to the installation, not the owner, and will transfer to new homeowners for the remainder of the warranty period. We recommend providing the new owners with your warranty documentation and care instructions.
Technical Questions
Can my existing cabinets support stone countertops?
Most modern cabinets are designed to support the weight of stone countertops. During our initial survey, we’ll assess your cabinet structure and recommend any necessary reinforcement. Generally, cabinets should be level, securely fastened to walls, and have adequate support at seams and appliance cutouts.
How much overhang can I have without support?
The standard safe overhang without additional support is:
- 300mm for 30mm thick material
- 250mm for 20mm thick material
- Not recommended for 12mm material
Larger overhangs are possible with proper support brackets, corbels, or legs. Our design team will advise on appropriate support options for your specific design.
How are undermount sinks installed?
Undermount sinks are secured to the underside of the countertop using a combination of silicone adhesive and mechanical supports. The edge of the stone at the sink cutout is polished and can be specified as straight edge, pencil rounded, or with a decorative profile. We recommend high-quality stainless steel, composite, or fireclay sinks for undermounting.
Are these materials compatible with underfloor heating?
Yes, all our materials are compatible with underfloor heating systems. Stone conducts heat efficiently, though the thickness of the material will affect heat transfer rates. For specific heating applications, consult with your heating system installer regarding optimal settings.
What edge profile options do you offer?
We offer numerous edge profile options, from simple straight edges and pencil rounds to more decorative ogee, bullnose, waterfall, and beveled edges. Edge choice affects both aesthetics and practicality – for example, pencil rounded edges are less susceptible to chipping than straight edges. We have a physical sample display of all edge options in our showroom.
If you have additional questions not covered here, please contact our customer service team via the Contact Us page, or call us on 01432 355075.