Frequent questions
Showroom
More details about the PIATRAONLINE showroom
You can visit us in our showroom from Aleea Teisani 137A, Sector 1, Bucharest.
Showroom opening hours?
Working hours: Monday to Friday, 06:00 - 16:00.
Do i nedd to come to the showroom?
If you LIVING IN Bucharest or Ilfov, we recommend it, because you’ll get to see the full product range, plus ideas for interior design. We have the largest showroom in Romania. You will be greeted by a Customer Support Representative, ready to offer you tailored support with your decoration project. Besides the products, you will also be offered support for surface maintenance and installation.
Advice expert
How to get in touch with a natural stone expert?
As soon as you enter our showroom, our team of experts is ready to recommend the best materials and installation tips, based on your project's needs. There is also a chat window available on our website, with predefined quick answers from our Call Center Department. Every customer has a designated Customer Support Representative, to take care of every detail, including the delivery.
What is essential when speaking with a Customer Support Representative?
First of all, to give all the possible details about the project, and fully benefit from our expertise. You will have a designated Customer Support Representative, from the moment of placing the order until delivery. Your benefit comes with the fact that the Customer Support Representative will take care of every detail, and will find the solutions fast, in case any problem may arise.
IMPORTANT! The e-mail conversation with your Customer Support Representative, which includes all the essential details (order, materials, adjustments, confirmations, delivery, etc.) will always be confirmed in writing by both parties, for easier follow-up.
Orders
How do I place an order?
From the beginning, it is essential that you agree with your stone installation expert on all the tile sizes and quantities (for cut-to-size projects). You have the option of placing an order online, which is very fast and simple.
First, you need to sign up for an account. Later, add everything you want to buy to your shopping cart and check the total cost
You have also the option of placing an order in our showroom, with the benefit of a designated Customer Support Representative, who will take care of everything.If you have a special project and you to find all the detailed costs, simply upload the blueprints/drawings in the “Your Project” section from the website (or just send us a fax or e-mail) and we will get back to you with a price offer.
Do you have cut-to-size services?
Yes! Please check our cut-to-size section for the available materials. The most popular are kitchen and bathroom countertops (with cutouts for the kitchen sink or stove), stairs, risers, and window sills.
Usually, the delivery time for the cut-to-size order is around four to six weeks. Keep in mind that such special orders are always processed in the arrival order, so that you will be notified in advance about postponed deliveries, during our busiest periods. Cut-to-size orders are only confirmed in writing, with the customer’s signature or acceptance by e-mail and templates attached. You have also the option of doing the measurements for special cut-to-size elements with our experts, an additional service that needs to be paid separately.
The minimum order for this is 5 square meters. If you wish to buy a countertop, a window sill, or smaller stairs, you can get in touch with us for a standard-size product (usually already in stock).
We can also take orders for elements matching a template but for higher prices (with 40% on top of the standard costs). For these orders, the delivery time is up to 2 weeks longer and this happens because such types of pieces are usually more complicated to produce (for example, a decorative piece drawn by an architect/designer). Templates should be cut out of cardboard, to avoid damage during transportation.
IMPORTANT! Once the order has been sent to the workshop, it can no longer be modified. Therefore, to avoid any unpleasant surprises, just make sure that the experts in charge of measurement, are the same as the ones who are going to install the natural stone.
What if I want to cancel my order?
For in-stock products, this is fast and simple (money is returned up to 100 eur in cash, above this amount, only by bank transfer). For the special pieces (countertops, stairs, window sills, plinths, etc.), once you have paid in advance, the order can no longer be modified, nor canceled. The same rule applies for express requests (e.g. a specific that was brought in especially, etc.), this order cannot be canceled.
PCan I order a cubic metre?
No. You can only place an order by the UM price: by the square meter, linear meter, piece, bag, etc.
Payment and Delivery
How do I pay for an order?
Orders can be paid online, just after placing. You will receive an e-mail with a proforma invoice, that needs to be paid by bank transfer. The showroom orders can be paid in cash or by card (in advance or full payment). From the moment we receive a payment confirmation (it usually takes 24 hours), we can schedule the delivery. As of this writing, online payment by card is still not possible.
At the moment, we do not have implemented payment by card, directly on the site, through a payment processor.
IMPORTANT! Invoices for stock products must be paid in full, before delivery. Custom-made products with delivery dates must be paid 40% upon placing the order and the rest of 60%, upon being notified of the product’s availability for delivery.
How do I find out the delivery dates?
For stock products, delivery time is between 2 and 14 working days (based on the type of delivery selected: express delivery or road transport). The delivery time starts to count since we have the payment confirmation. Out-of-stock products or special cut-to-size pieces have special delivery time. As soon as we have agreed a delivery time, we will take care of everything needed in order to deliver on time. In case of extreme events (political crisis that impact the worldwide shipping, courier issues beyond any control, sever weather conditions, hard to reach delivery address, etc.) we will immediately notify you of any delay may arise.
IMPORTANT! For any order status, get in touch with your designated Customer Support Representative. The status can also be checked by the logistics department, but only after being notified of your order being dispatched. For efficiency, always specify your invoice number via e-mail.
How about delivery?
We deliver anywhere in the EU (both by land and by sea). Bucharest and Ilfov’s deliveries take place with our cars. EU deliveries use a logistic platform. We can also deliver by courier services, but only some products, such as SKIN Flexible Slate or surface sealing solutions. Other products require special transport (the materials are bulky, and thus not suitable for vehicle transportation.
Make sure you have people for unloading the goods, upon delivery. Drivers are only supposed to deliver. The unloading of goods is your responsibility.
For how long can you keep my order in the warehouse after the payment confirmation?
We do not store orders paid for more than 7-10 days. IMPORTANT! Keep in mind that we do not store special (custom) orders for more than 5 days!
How to transport countertops, half slabs, slabs or large pieces of natural stone?
Even though natural stone is one of the hardest materials, it also gets to become brittle during handling or transportation, such as most of the time it is similar to glass sheets. As a result, natural stone must always be transported vertically/upper edge, that is to say along the length of the edge (valid for small size tiles, 60 x 30 cm in size tiles, or slabs). When transported/handled sideways, stone tiles or slabs tend to buckle, thus leading to surface cracks from transportation shocks (provoked by road bumps, sudden brakes, etc.).
We only transport natural stone with properly equipped vehicles and trained drivers. In this way, the safety and quality of the materials in terms of transportation are ensured.
In terms of transportation and handling, our experienced drivers know and consider the following aspects:
• In terms of hardness during transportation, the most vulnerable are the unfilled travertine, then marble, and granite. Keep in mind that each stone has a specific composition and features that sometimes go beyond the above-mentioned rule.
• So, considering the hardness of the materials, positioning during transportation is very important. When transporting slabs of different sizes and thicknesses, keep in mind to keep them upright.
• So, considering the hardness of the materials, positioning during transportation is very important. When transporting slabs of different sizes and thicknesses, keep in mind to keep them upright.
• Moreover, slabs must be loaded into approved transport A-frames that are securely bolted and chained to the bed of the delivery truck to prevent the slab frames from moving. Finally, we secure the slabs with nylon straps to prevent them from falling.
• The tiles of many sizes and thicknesses must be transported on wooden pallets. If they are not pre-packed on wooden pallets, the above instructions must be followed. During transportation, tiles or slabs should not be placed horizontally on the floor of the delivery truck except for special situations (e. g. material with a thickness over 4 cm).
• Every natural stone (whether marble, granite, travertine, or limestone) has specific features that influence the transportation and handling requirements (such as thickness, vein pattern, composition, size, etc.)
By failing to obey the transportation rules, when the natural stone is not handled by our experienced staff, you will destroy the materials, thus reflecting the price and quality of the materials.
The countertops with sink cutouts are even more difficult to transport, as they have a higher risk of surface cracking (because of the cut-out). That is why, we always recommend that any cut-out is to be made on-site, before the final assembly.
For safety reasons, you cannot transport the countertop with your vehicle. In addition, a minimum of 3 persons are needed for safe and easy handling of a countertop. For even support, it is essential to handle both ends of a countertop simultaneously.
Return policy
What do I do if I have received an incorrect order?
IFirst, you should know that sometimes, stones are kept outside, therefore tiles might have dust traces, tiles might be wet or tiles might have snow traces. However, those are details that do not influence the quality of the respective tiles. Other times, there might be slight differences in terms of color, between the samples and your order.
LThis happens because the stone is a natural product, with minor color variations that are standard with different batched from the same material.
Should you have any problems with the tiles upon delivery, take pictures and send us an e-mail to inform us about the issues. Keep in mind to specify the details of your order (invoice number, name, etc.) in the e-mail message which needs to be sent to export@piatraonline.com, yet only after you have contacted your designated Customer Support Representative. For such situations, you have the option of refusing delivery (and the transport back to the warehouse is to be paid by us) or, if you accept the delivery and always change your mind later. For the latter, you will have to pay the transport cost.
We do our best to resolve any issue in the shortest time possible. An alternative e-mail address for such type of issues is conciliere@piatraonline.ro
What is PIATRAONLINE policy for returns?
The buyer can refuse the delivery if he/she feels that it does not comply with the technical data specified in the order. In this case, it is our responsibility to deliver fully complying materials.
The natural person buyer has the right to notify the seller in writing that he/she is canceling the purchase, without penalties and without citing a reason, within 30 working days from receiving the product, contractual provisions applicable only to natural person buyers and can return the product(s) in the same term of 30 days. Canceling the purchase within 30 days can only be applied to products ordered and purchased online. Orders that have been picked up from the Seller's headquarters/working points or have been transported by the Seller's own means directly to the Buyer are not considered remote orders, as they can be viewed, checked and accepted personally, as appropriate for the purpose and needs to the buyer.
The date of receipt of the products is the date of their collection from the courier/carrier representative. This date can be verified and proven by the delivery documents handed over by the courier/carrier.
The returned product must be in the same condition in which it was delivered (in the original packaging with all accessories and documents that accompanied it). The buyer will have to bear the additional costs of returning the products in case of withdrawal.
Additional costs are any costs (transport, delivery, reduction in the value of the products resulting from handling, other than those necessary to determine the nature of the quality and functioning of the products, postal or other charges) to be borne by the consumer when exercising the right of withdrawal.
The return of products is made within 30 calendar days from the date of delivery. The date of return is considered the date of receipt of the products in the ROCK STAR CONSTRUCT SRL warehouse. The reimbursement of the amounts is made within 14 days from the physical reception of the products in the ROCK STAR CONSTRUCT SRL warehouse, in the bank account indicated by the Buyer in the Return Form.
Depending on the method of delivery of the products selected by the Buyer, the amount reimbursed will be equal to the amount resulting from the deduction by the Seller, from the price paid by the Buyer, of the amounts related to transport and delivery costs. The refund of the amounts received, if the Buyer does not want another product, will be made by bank transfer to the account indicated in writing by the Buyer.
Examples of orders not eligible for return:
- -goods that have been in the buyer’s possession for more than 14 days;
- -goods that are part of the special piece order;
- -goods that fully comply with the technical specifications mentioned in the order;
- -goods that have been the object of a special order;
- -goods that have been the object of a Stock Clearance, a case in which the Buyer has benefited from a price discount;
- -goods that have been purchased in the showroom, and even though they presented some issues, the Buyer accepted them and benefited from a price discount;
- goods that have been customized according to a Buyer’s request;
- goods that present traces of impact or damage;
- goods that present visible traces of wear;
All products must be returned in their original packaging with all the accessories and labels (without traces of use, wear, or impact), and the products must be not damaged, must have been not used, and without any trace of adhesive or similar substances. The goods must be returned in the same packaging unit (roll, box, sack, etc.) and must include all the accessories attached to the delivery, plus the fiscal bill, acquisition receipt, and documents (technical sheet, manuals, warranties, etc.).
Failure to comply with all these conditions as well as making the product unable to be furtherly sold by any means will lead to a refusal of the return.
We can only accept full returns. We do not accept partial returns from an invoice that includes other products, besides the ones you are returning.
You will benefit from a full refund only if the products are verified and found to be in the proper condition. Damaged products cannot be returned and their cost cannot be refunded.
Produse
What country is my product shipped from?
We import natural stones from all around the world, from Asia to South America. Therefore, you should ask a consultant for this specific information. The quality of the stone is always a focus for us, not the country of origin.
How is a natural stone cut?
Natural stone can be cut with the angle grinder equipped with diamond cutting discs or carbide multi-wheel discs. The stone can also be cut with a waterjet stone-cutting machine.
Can I replace one product with another?
No. You must follow the return policy (check above) and then place a new order.
Do the products have a warranty?
Yes, products have a 2 years warranty according to applicable laws.
Do natural stone tiles borrow the room’s temperature?
Yes, always.
What type of sink faucet should be installed with the sink?
Whether this is a wall-mounted bathroom sink or a free-standing bathroom sink, the sink faucet must exceed the height of the bathroom sink by 2 cm.
Is natural stone non-skid?
During winter, the stone can be slightly covered with sand, NOT with salt, which may cause irreversible damage to the stone. It is also recommended to clean the natural stone more often, as sand may affect it through abrasion in time.
Install
Details of fitting services
The installation of natural stone requires experienced stone fitters.
IMPORTANT! It is recommended that, when organising project deadlines, you bear in mind that the scheduling of the installation team should be done after the delivery date of your order, always with a margin of error.
What is the proper way to install natural stone?
Please check the “How to install?” section.
Underfloor heating
In the case of underfloor heating systems, the natural stone can have any thickness. Yet, a 2 cm maximum thickness is recommended. As a result, the heat transfer is more efficient. It is recommended to install natural stone with elastic adhesives, such as Weber Marmo.Plus (1 sack = 3.5 sqm).
Can electric defrosting be used?
Yes, but only if a flexible adhesive is used to mount the stone
