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This section contains a list of frequently asked questions, if you can't find an answer please don't hesitate to call us on 0330 330 3038.

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.
If one of our installer is visiting you for any reason they’ll call or text to check you’re in, get some specific details about your address (like where to park), and tell you roughly when they'll get to you. Our installers use lots of different types of vans, so don't worry if it doesn't say “Stone Genie” on the side. They all carry a Stone Genie identity badge though, which they should show you straightaway – if they don’t, make sure you ask to see it. If they don't have a badge, don't let them in.
Our Partners won't ever ask for your bank details. So if someone calls you claiming to be us and asks for financial details, don’t give them any information.

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.

When you are ready to proceed to the checkout, follow the steps given so that we can confirm all your details, including payment authorisation. We will then acknowledge your order by email.

When you apply for a loan, it’s likely that the rate you receive will be based on your personal circumstances. It will take into account your credit history and finances, as well as the loan amount and length of your borrowing. This is your personal APR.

We ask for the security code from your payment card to prevent the fraudulent use of your account. This is printed on your card but is not embossed or in the magnetic strip, so only the person in possession of the card should know the code.

On most UK cards, the security code equals the last three digits of the number printed on the signature strip

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.

We do not require any information to obtain access to any part of our site, unless specifically stated. We may ask for specific information in order to provide a service to you, such as your STONE GENIE FAMILY card. Information requested may include name, title, company, address, e-mail address, and phone number. We do anonymously track traffic patterns using cookies, in order to measure site performance and make improvements. Cookies are small pieces of information stored on your computer that are read by the browser. 

Stone Genie is committed to ensuring that your personal details will be kept safe at all times and has a number of fraud prevention measures in place. You will be asked to provide information to ensure that your card is not being used fraudulently online.

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 can request a new password by selecting “forgot your password” from the  login page. However if the profile has been locked, due to too many login attempts, please contact us for assistance.

The security of our customers’ details is a number one priority for us. We work with a fully integrated and secure checkout process. All payment details are secure at all times. You can view our full privacy policy here.

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.

Currently our website does not have “Remember me” functionality. You will stay logged in to the website until you decide to log out or end the browsing session.

Stone Genie will only decline a transaction on the advice of your issuing bank. It may be that you have insufficient funds in your account, that your card has been blocked because of unusual or suspicious activity, or that the details you have provided do not match those held by your issuing bank. In each case, you should contact your card issuer in the first instance to try to resolve the problem or use an alternative payment method.

Granite is an entirely natural product - after quarrying it's only polished before being delivered to us. Every slab of this premium stone is unique, differing slightly with every worktop. As a natural stone, granite is porous - it's the kind of rock that mineral water filters through, so it needs to be sealed to stop stains seeping through.

Quartz, on the other hand, is non-porous and is manufactured by crushing quartz stone with resins and dyes to form uniform slabs - often with an eye-catching mirror effect. 

Solid surface worktops are made by applying an acrylic resin to a material like wood or stone to create an impermeable, very tough seal. However, they are quite susceptible to heat damage.

It is a condition of the card schemes (VISA, Mastercard and Maestro) that all refunds must be processed onto the same card as the original payment was made in order to help reduce fraudulent activity on cards. Stone Genie must comply fully with all card scheme rules in order to be able to accept these card types.

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 are only able to talk to the person who placed the order. If you wish for us to talk to someone else on your behalf regarding your order, for example a family member, then please contact us and we will add their details to your order.

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.

Online you can pay with all major credit and debit cards including: VISA, VISA Electron, Mastercard, Maestro, American Express and Stone Genie Gift Card.

You will be assigned a Works Coordinator from our office who will keep you updated with the progress of your order and will be your main point of contact for any questions you may have.

We ask for a £200 deposit at the time of placing your order, 50% after confirmation of final costs and remaining balance on completion of job.

Stone Genie Ltd | Pegasus House, 5 Winckley Court, Chapel St, Preston, PR1 8BU acts as a credit broker and not the lender, and only offers financial products from Barclays Partner Finance. Barclays Partner Finance act as the lender. Barclays Partner Finance is a trading name of Clydesdale Financial Services Limited. Limited a wholly subsidiary of Barclays Bank PLC. Clydesdale Financial Services Limited is authorized and regulated by the Financial Conduct Authority (Financial Services Register number 311753) Registered in England. Registered No 2901725. Registered office: 1 Churchill Place, London, E14 5HP.