FAQ

Frequently asked Questions

What are Brighthelm-stone's opening times?
We are almost always here 8.00am - 4pm Monday - Friday. We are here occasionally on Saturday mornings, but not always! Please visit by appointment only. Please call 01403 864970 to arrange a convenient time to visit.

How can I purchase Brighthelm-stone products?
There are various ways you can purchase one of our products. You can buy online from our website, eBay or from Etsy and their secure payment portals. We can also send a payment link to you via text, WhatsApp or email. You can also call us on 01403 864970 and place an order over the phone.

Can I cancel my order?
Should you wish to cancel an order then you need to contact us before the item is dispatched. If your purchase has already been dispatched then return postage will be at your cost.

When do I have to pay? 
We would like payment within 3 working days of the order. If you need longer to pay then please contact us.

How do I unwrap my parcel?
Our parcels are expertly wrapped to account for their somewhat fragile nature. Please unwrap slowly and take care when removing the items from the parcel. If you can see the parcel is physically damaged when delivered, please write this down when signing for the parcel.

Are Brighthelm-stone products frost proof?
Yes, Brighthelm-stone products are made using a frost proof composite stone.

What happens if my purchase arrives damaged?
In the rare event that your purchase arrives damaged, please note this when signing for the parcel. We will ask you email or text a photo of the damaged item(s). We will send you a replacement or refund you accordingly as soon as we can. We have a great track record for parcels arriving safe and sound but should there be a problem, we are quick to resolve it. Please see our testimonials section.

Can I have my purchase sent to a different address?
Yes. We need a billing address for payment but as long as you let us know at the time of purchase we can send it to another UK Mainland address.

How do I hang my purchase?

Our products come with strong wire hangers embedded in the back. Sometimes you may have to twist the wire on the plaque to help the item stay closer to the wall. Please ensure the fixing is appropriate to the weight of the product and the wall where it is to be hung.Some of our items have inset wire bars so they sit flush against the wall. With these you would need to put the wall fixing in at a downward angle. If in doubt, please ask your local DIY shop.

Why is my product a slightly different colour to the picture?

Brighthelm-stone products may vary in colour and size because they are all made and finished by hand. No two products are exactly the same and so with every purchase you know you are getting a truly unique item, each with its individual design quirks and charm. In addition due to differences in computer monitor displays, the colour shown should be used as a guide only.

How long do Brighthelm-stone products take to weather?

All Brighthelm-stone products are designed to survive the outdoors. We like to think we kick-start the ageing process here and they will continue to weather gracefully when exposed to the elements. They also look great inside too!

Can you drill a hole in the wall plaque?

Some of our larger, thicker wall plaques and all of our fountain masks can be drilled for a fountain. We can drill a hole of approx 10mm. Please ask if you require a hole to be drilled if this isn't stated on the listing.

Can I collect my purchase in person?

Yes, collection is possible from our workshop, please call to arrange a convenient time. 

How do I fix my roof finial to my roof?

Your roofer is the best person to advise you but most finials are fixed using mortar. You will remove the existing tile (if there is one) and replace with our decorative finial.

Do I need an angled or half round ridge tile?

Your roofer is the best person to advise you and it will depend on the shape of your other tiles. Please check before ordering.

Can you change the angle of the roof finial?

We are sorry we can't change the angles of our roof finials because they are cast from moulds. But you can often safely use a different degree ridge tile - please seek advice from your roofer. Mortar covers many sins! 

Will I have to pay Import tax on my EU parcel?

We can only send our items internationally through eBay and Etsy. The costs displayed on their site are accurate and will include import tax.