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HOW TO SHOP

1 Choose your product.
2 Review your order.
3 Make payment.

If you still have problems, please let us know, by sending an email to support@stonegenie.co.uk. Thank you!

CUSTOMER SERVICE

0330 330 3038
Mon-Fri 8:00AM - 6:00PM
Sat - 8:00AM-1:00PM
Sundays - Closed

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DELIVERY

Whatever products you ordered from us, you’ll enjoy a fantastic delivery service to suit you. We can get your kitchen appliances to you in a flash if you need it urgently. Not all of our products live under the same roof, so there are some slight differences in the way we’ll deliver your order to you.

Choose a day that suits you.

We offer delivery 7 days a week, including weekends, on all kitchen appliances. You can choose a delivery that suits you.

We schedule deliveries from 7am right through until 7pm, and offer free delivery across mainland UK. On delivery day, we'll send you an email and a text with an estimated four hour delivery timeslot - so you won't have to wait around all day.

*Driver availability, terms, conditions & geographical exclusions apply.

Installation & recycling

Out with the old, in with the new

Here at Stone Genie we don't just remove your old kitchen worktops - we dispose them for you too*. So when your new worktop or appliance is delivered, we’ll take away your old item to be recycled, along with any excess packaging (applies to Rip Out & Refit purchases only)

Installation

Not only will we take it away for you, we’ll install it too – we have qualified installers, electricians, plumbers and gas engineers on standby to help get you up and running (fees apply)**

Important things to know about kitchen worktop orders

  • After you’ve placed your order, you’ll get a call within 48hrs to book a templating date that suits you. On your selected day, you’ll receive a text message to confirm the four-hour window when the templating team arrive. We’ll call again to let you know when we’re actually en-route to your property.
  • For integrated appliances, and all types of cookers, we’ll disconnect your old one as part of the installation service**
  • If you opt for installation, our installation team will deliver and install your new product all in one visit.

FAQs

Got a Stone Genie templator on the way? Here’s what to expect

When you order a new kitchen worktop, we'll arrange for a Stone Genie templator to visit. We'll then let you know the date the templator's coming, and give you a timeslot.

On the day of your appointment
Your templator will call or text you beforehand to check you’re in, see if there’s anything they need to know about your address (like access or parking) and tell you roughly when they’ll be there.

When they arrive, and before you let them in, it’s a good idea to check their ID badge to make sure they’re really from Stone Genie. Some of our new templtors drive plain white vans so the ID badge is the best form of identification.

Once you’ve checked that and they’re inside, they’ll talk you through what they’ll be doing.

Don’t give a templator any financial details
We won’t ever ask you for bank details, either in person, over the phone or by email. So if someone contacts you claiming to be from Stone Genie and asks for financial information, don’t give it to them.

For more information and advice regarding fraud and cyber security visit Action Fraud.

We provide a full templating service, which means we take responsibility for the sizes and shapes etc. You can make your own templates but you then have the responsibility of ensuring the sizes and measurements are correct.

Yes we can remove your old kitchen worktops and can dispose of them for you as well.

All base units need to be securely fixed, and ideally sinks and hobs etc should be made available to the templater. If we are replacing existing kitchen worktops, then sinks and hobs etc. will need to be disconnected.

If any of the above trades are needed they can work around us, or be called in when we have finished. Or if you prefer we can also provide any of the above services.

You do not need to be present when we are templating or fitting, but we do prefer to have someone available who can make decisions and check our finished work.

We aim to get everything manufactured and ready for installation within 3/4 weeks - although this is subject to each specific order and method of payment.

We work hard to avoid disruption in your home, so we can often turn a full kitchen transformation project around in 3-6 hours - although this is subject to each specific installation.

We want your delivery to go as smoothly as possible, which means that we need a helping hand from you on the day. You might want to plan how your driver will access your property, and how your new appliance will get to its new home in your house. It’s a good idea to move your car off your drive, furniture that could get in the way, or even take pictures down that could get knocked during delivery. If we’re disposing of an item for you, make sure that it’s ready for us to take.

Last but not least, make sure you keep an ear out for phone calls or knocks at the door. It could be your delivery!

That’s because we’ve gone green here at Stone Genie. Your invoice will be emailed to you within 72 hours of your delivery being made.

We’ll always try our best to deliver during snow or bad weather. If there's a chance your driver could be delayed or needs to reschedule, don't worry, we'll be in touch.

We'll deliver items to addresses within mainland UK FREE of charge using our flexible delivery service.
* Delivery to Northern Ireland is charged at £15.

* Unfortunately, we can't deliver to you if you're located in the Scottish Highlands, Scottish Islands, Channel Islands, the Isle of Man or the Republic of Ireland.

If you've provided a mobile number, you'll receive a text message and email on the morning of your delivery letting you know the timeslot estimated for your delivery. Our deliveries start at 7am, so if yours is due before 9am, we'll send you your text message a bit earlier, at around 6.30am. To keep up to date with any changes on your delivery day, you can track your order at ' Track Your Order’. Please note, this time may change as your driver makes their way to you, especially during bad weather or increased traffic.

You can keep an eye on your delivery on our track your order page. If your item is showing as delivered but you don't think it has been, please give us a call.

Don’t panic, we’re here to help. Give us a call between 8am-6pm, and we’ll do our best to sort it for you. If your item isn’t working properly, the manufacturer is often the best person to help. If this is the case, we’ll pass you over to them.

Handy hint: Keep a note of your serial number before your appliance is installed. This makes it easier for you to claim any promotions back, or to get help if there’s a problem.

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