Please find below answers to questions frequently asked by our customers. Before you email or call us please check that your question is not answered here first. We are a small business and spend the majority of our time at Covent Garden or in the workshop creating our products! Therefore, we will not always be able to get back to everyone as soon as you would hope, but we will try our upmost to reply to each and every one.
ARE THE BOARDS/PLATTERS/COASTERS HEAT-PROOF?
Yes! All of our marble products are sealed in a heat-resistant sealant and can be used as pot stands, serving trays and coasters.
WILL THEY DAMAGE MY SURFACE?
The coasters, medium and sharing sized platters are backed with rubber bumper feet and the large sized platters are backed with cork to prevent scratches or damage to your surfaces. Please bear in mind that cork is a natural product containing natural oils, that in some environments can cause light staining on worksurfaces.
ARE THEY STAIN-PROOF?
Our boards are resistant to heat but sadly not stains, like with most other serving products, if heavy staining products such as tea bags, red wine, red sauces, turmeric (spices) etc. are left on for a period of time they may cause staining. Providing spills are wiped up in a reasonable time frame – they will not cause a lasting stain.
WHAT CAN I USE MY PLATTER FOR?
Our products are very multi purpose with a variety of different uses. A few ideas of how to use your platter are; serving trays, pot stands, place mats, candle stands, coasters and display items – the possibilities are endless!
WILL THEY MARK OR DISCOLOUR?
Putting your platter in direct sunlight for long periods of time may cause discolouring or changes to the marble.
Wiping them with harsh chemicals not properly cleaned off may cause marks on the marble.
A smoking environment may cause discolouring to the marble.
WILL THEY BREAK?
The platters are not break-proof! If they are dropped or handled without care they could break, but as they are made from marble they are hard wearing.
CORNERS MISSING, DIVOTS, VEINS?
All of our marble products are handmade not factory produced, using whole natural pieces of stone. As a natural product, marble has veins (lines) divots and is not perfectly square. This is part of its natural charm and we pride ourselves in creating our products this way.
o CORNERS - The shape of the platter may vary sometimes with rustic corners and different textured edges. It is a natural piece of stone.
o DIVOTS / SURFACE - The surface of the platter can vary, some may have divots. The surface is not always completely smooth after the sealant is on due to the nature of the product.
o VEINS - As marble is a natural piece of stone its finish can vary, they may have veins across the marble that sometimes are grey/black and look like lines. Sometimes the colour can be pink/cream and look like ‘cracks’ but they are actually veins and do not interfere with the products usage.
I HAVE BOUGHT THE WRONG DESIGN CAN I EXCHANGE IT?
If you would like to exchange for a different design (excluding personalised products) you can do so via post (you will be responsible for shipping & handling of both the returned item and new one) within 30 days of date of purchase. Please email us if you wish to exchange. Please keep all original packaging as returns cannot be accepted unless the original packaging is used.
CAN I RETURN MY ITEM?
If you are not completely satisfied with your purchase you can return the product (excluding personalised products) at your own cost for a full refund minus the original postage and packaging costs within 30 days of date of purchase. We will have to be notified by email within 30 days of date of purchase if you would like to return the item, you will not be entitled to a refund if we are contacted after the 30 days. Please keep all original packaging as returns cannot be accepted unless the original packaging is used.
Only products purchased online may be returned to the following address:
Returns at Kate of Kensington, Howes Farm, Doddinghurst Road, Brentwood, Essex, CM15 0SG
If you would like to return an item purchased at our Covent Garden Outlet Stall, your item must be returned to the stall in person. Returns by post will not be accepted.
Any items purchased through our outlet page are of a more rustic quality than those sold at full price through our website and trade stockists.
All items purchased on the outlet are non refundable.
All outlet items are not for resale.
MY PRODUCT IS BROKEN/DAMAGED?
If you believe your item to be damaged then please take pictures of the broken item clearly as soon as you have received it and send them to email@example.com we will not be able to deal with the issue until you send proof of the damaged item. Any damaged items not reported within 7 days of delivery being received we cannot guarantee a replacement or refund under our terms.
Please note if you have any problems with your order upon its delivery you must notify us within 7 days of receiving you order (This includes any breakages and missing items) **All packaging must be kept for us to verify and process any replacements/exchanges.
HOW LONG IS DELIVERY?
As stated in our delivery section when ordering, delivery can take up to 14 working days, we hand make everything to order and can take up to 7 days to produce then the courier will be between 2-5 working days to deliver depending on how busy they are.
CAN I RECEIVE MY PURCHASE SOONER?
If you would like your purchase before the above time scale then please email us before buying, we are a small business and may be away at a show or very busy in our workshop and unable to send out to you sooner so please check with us first, If you place an order first then ask for it to be sent sooner we will NOT be able to do this it will be sent out at the above time frame, only future orders approved by us may be sent out earlier.
IT HAS BEEN OVER 14 WORKING DAYS AND I HAVE NOT RECEIVED MY ORDER?
If it has been over 14 working days and you have not received your order (please make sure you do not include weekends or holidays) Please email us and we will chase the whereabouts of the order.
o At busy times we will put a banner across the front page of our website if orders are taking longer, if you see this please be aware orders will be longer and we may not be able to respond to you straight away as we will be very busy in our workshop or away at a show.
DO YOU PUT NOTES IN WITH AN ORDER FOR A GIFT?
We will always try our best to put a special note in an order if requested, but please note at busy times we will not always be able to do this as we will not have the time.
o Unfortunately at this moment of time we are unable to offer a gift wrapping service.
o Always use a damp cloth to wipe the platter clean, never use a scouring pad. Our platters are not dishwasher safe.