FAQ
We make all the slate products, candles, melts, tea lights & soap.
All slate used by Slate House is from the Blaenau Ffestiniog quarry in North Wales.
At Slate House, we have three ways of personalising products. For the photograph engraving and general internal products such as cheese boards and hanging signs we use laser engraving machines. For the house signs and memorials we use a high powered sandblaster to cut deep into the slate. In 2019, we introduced personalised sublimated products and use state of the art sublimation machines and techniques.
Yes - when laser engraving slate, the laser melts the surface of the slate and crystallises a small section which then turns off white in the engraved area giving a very contrasting look against the dark background, although the laser beam cannot cut into the slate, therefore if the surface of the slate is scratched the engraving will be damaged.
Our slate products are treated with a food-safe slate sealer. This gives the slate a beautiful finish and also helps to resist staining.
Our wooden wicks will only crackle for a short period after lighting.
No, they are made for us by a company in North Wales.
Our blankets can only be made to the dimensions of 150cm x 183cm.
No, the slate comes to us split ready to be cut into shapes.
We use hand guillotines for the 6-8mm thick slate and a large bridge cutter for the 20mm thick house signs slate.
On all homeware products, we use special food-safe oil that enhances the natural colour of the slate, gives it a satin sheen and waterproofs the surface.
To clean any of our slate homeware products simply wipe clean with a damp cloth or for difficult to remove marks you can use a brillo pad, if this lightens the slate slight you can add a small amount of olive or cooking oil to the surface of the slate with a cloth to bring it back to its former glory.
It really isn’t Slate House being patriotic, Welsh slate is the toughest slate known to man, has very little impurities (Pyrites), doesn’t fade in the sun and has a unique grain structure and an even colour.
Our soap contains 100% natural ingredients and is PH neutral, although all of our soap contains the base oils:- shea butter, sweet almond oil, mango butter, olive oil and castor oil as well. Therefore certain nut allergies may be affected. The ingredients of each soap are also listed in the product description, please check these for specific allergies.
We only use natural ingredients to colour the soap, including:- Cinnamon (Purple), Spinach (Green), Paprika (Red), Charcoal (Black), Coffee (Brown) & Annatto (Orange).
No, all our skincare products are cruelty free.
Orders
Can I have my personalised order sooner than the stated expected delivery date?
We always endeavour to meet our customers’ needs. For all personalised orders, including house signs and photograph engravings, please contact sales@slate-house.co.uk or 01792 448041 Monday to Friday 10am – 4pm to discuss current lead times on orders and delivery.
Orders can be changed or cancelled if your order has not been progressed. Please contact sales@Slate House.co.uk or 01792 448041 as soon as possible regarding any cancellations or changes. If the personalisation of an order has begun or your order has already left us for delivery, you will be unable to change or cancel the order.
If you have purchased a slate product from us but you wish to have it personalised, we can cancel your order and you can re-order via our website’s ‘Personalised’ section. Please contact us at sales@slate-house.co.uk/01792 448041 as soon as possible to cancel your order.
If your personalised order differs from the design that was submitted during the ordering process, we will replace the item at no additional cost to you. Please email us a photo of your personalised item via sales@slate-house.co.uk, with a brief description highlighting the error in the personalisation.
For personalised products which have been correctly engraved as to the specification on the order page, we regret that we are unable to offer a refund for these items.
If you are experiencing issues with using a valid promotional code, please contact us at sales@slate-house.co.uk or call us on 01792 448041.
Order confirmation emails are sent out automatically once an order has been placed. However, if you have not received one and you are concerned about your order, please email us at sales@slate-house.co.uk.
We do not include invoices in with the order unless requested.
When designing your personalised product, there is an option to upload a ‘bespoke logo’, enabling you to view your full design before ordering. However, if you can’t see exactly what you are after on our website e.g bespoke size in slate, then you can email us at sales@slate-house.co.uk or call us on 01792 448041 to discuss exactly what you would like. We always try our best to meet our customers’ requests.
If you have not received your order within the expected time frame, please notify us. We aim to dispatch all our orders within the stated time frame. Once collected from us by our courier Royal Mail or DPD, we are unable to control the delivery process. However, if you make us aware of the issue, we will always try our best to help solve any problems you are experiencing.
After placing your order, you will receive an email confirming your order. Once your order has been completed by our in-house team you will then receive a further email informing you that your order is ready for collection and confirming your chosen collection point.
You will need your order confirmation email, either a printed version or on your mobile device. If someone is collecting on your behalf, they will need a copy of your order confirmation.
Yes, non-personalised items can be refunded within 28 days of receipt for a full refund or an exchange. All items must be unused and in their original packaging.
Due to the nature of our personalised products, we try to offer a returns policy which is fair.
For personalised products, the product can be returned for a replacement if the engraving differs from that which was submitted during the ordering process, at no additional cost.
For personalised products which have been correctly engraved as to the specification on the order page, we regret that we cannot offer a refund for these items.
If you would like to return your order, please email us at sales@slate-house.co.uk or call us on 01792 448041 to inform us. You will then need to post the product to our workshop address:-
Slate House Ltd
Unit 16 SA1 Business Park
Langdon Road
Swansea
SA1 8DB
Please include your name and order number in the parcel and we advise obtaining proof of postage. We cannot be held responsible for missing or damaged parcels. Return postage costs are non-refundable.
If you have received your item and you find it to be faulty, please email us a photo of the product via sales@slate-house.co.uk with a brief description highlighting the fault. Once checked, we will then arrange for the items to be collected via our courier. Once we have collected the item and reviewed it, we can either issue a replacement or a full refund.