GENERAL INFORMATIONInformation about our products
Made to order production
We take pride in the superior quality and practical versatility of our concrete products so they are all handcrafted to order to provide customisation options in external finish (the presence of the natural aesthetic of air pocket pitting) and colour, and to enable rigorous quality assurance throughout production.
As all our products are handcrafted to order there will be slight, unique differences between each product given the nature of the handcrafted process. Concrete, like stone, has natural aesthetic variations meaning each of our handcrafted concrete products will have their own individual characteristics such as markings and colour movement which enhances their uniqueness and, as such, is not considered a defect.
Production lead time
Our current estimated production lead time for the supply of made to order products is approximately 3–4 weeks.
Production commences at the end of our 48 hour ‘cooling-off period’. For orders placed through our website the ‘cooling-off period’ commences at the time the Order Confirmation is issued and ends 48 hours later.
Cancellation, alteration and returns
As all our concrete products are handcrafted to order to custom specifications in external finish and colour, once production has commenced, orders cannot be cancelled, altered, refunded or returned except where we are satisfied that a product is damaged upon delivery or defective. We reserve the right to require a full inspection of the product be undertaken for us to determine this and before taking any further action.
Production commences at the end of our 48 hour ‘cooling-off period’. For orders placed through our website the ‘cooling-off period’ commences at the time the Order Confirmation is issued and ends 48 hours later. A request to cancel or alter an order must be made in writing by email to email@example.com and be received within the 48 hour cooling-off period. We will acknowledge receipt of a request to cancel or alter an order in writing by return email.
Whilst we have taken great care with our photography to ensure our pictures accurately and fairly represent the products, slight variations will occur due to the nature of concrete as a material and the handcrafted process. The reproduction of colours is as accurate as photographic and publishing processes will allow. Further variations in colour representation are also dependant on the calibration and settings of individual computer screens. All photography and illustrations on our website, in our brochures and published for marketing purposes, give an approximate idea of our products.
Where possible it is advisable to view samples of our concrete colours before ordering so they can be seen in natural daylight and in the lighting environment of the product location at different times of the day. Samples of our concrete colours are available to purchase individually or as a full set. Colour samples can also be viewed through one of our nationwide retailers.
Care and maintenance
Concrete is a highly resistant and durable material which requires little maintenance. All Elle and James concrete products are treated with a superior quality urethane sealant providing an excellent protection barrier however, to prevent staining, chipping or damage to the sealant it is important that they are properly cared for.
For cleaning purposes we strongly advise that you only use a soft cloth and mild soap (or PH
neutral cleaner) and water. Do not use abrasive cleaning tools or products including abrasive sponges, scouring agents, hydrochloric acid, vinegar, ammonia or anything containing bleach or corrosive chemicals as these can damage the sealant.
We recommend that spillages are promptly wiped away and impact from heavy objects are avoided, especially along edges and corners which are more vulnerable to chipping.
We advise that our concrete products are safely stored in their original packaging whilst awaiting installation and, post-installation, where building work is ongoing in the surrounding area, that a protective barrier is placed over the product to prevent damage caused by spillages or residue from corrosive building materials such as tile adhesive, paint, plaster etc.
All Elle and James products come with a 12-month warranty for structural failings provided they have been stored, installed, cared for and used in accordance with our guidelines. The circumstances in which a warranty becomes void, and as such, we will be under no liability or further obligation in relation to the products, is set out in our Terms & Conditions.
Elle and James concrete basins are designed as standard without an overflow. If you require an overflow on your basin, we can provide this as part of our bespoke service so please contact us to discuss your requirements.
Where your concrete product will be wall mounted you will require wall mounted brackets. All our brackets are powder coated in white or black as standard and we send out the colour that best suits your concrete colour. All other RAL colours are available as part of our bespoke colour service so if you have something unique in mind please contact us to discuss your requirements.
Concrete is heavy so it’s your responsibility to ensure that the brackets are fixed sufficiently to a structural wall in order to support your product. Our wall mounted brackets must be recessed into the wall by 12–30mm and fixed to an appropriate wall structure such as timber or brick to ensure the product is fully supported. We always recommend that a qualified and professional installer be used to install wall mounted brackets.
UK and International delivery
For orders where delivery is within the United Kingdom, delivery costs are calculated and charged for based on the weight of the items in the order and the location of the delivery address.
You are advised to fully inspect all items ordered within 12 hours of delivery and you must notify us in writing of any damaged or defective products within 48 hours of receiving your order. More information can be found in our Terms & Conditions.
We will happily arrange for your items to be delivered to an international address or to a nominated UK port for you to arrange your own onwards shipping and delivery. Simply place your order online or email us at firstname.lastname@example.org for further information or any help with this. The delivery cost will be calculated based on the weight of the items, the method of transportation and the location of the delivery address and we will contact you separately for payment of this standalone charge.
Our bespoke service provides an opportunity for original and experimental ideas to be expressed. We can design and manufacture a basin, surface or concrete product that suits your individual requirements and specification.
Where you have an unusual or awkward space which requires a basin of non-standard dimensions, where you have something unique in mind in terms of shape and colour, or where you simply want to express your imagination, we can work with you to create your perfect basin.
A popular interior location for being experimental with basins is in a ground floor bathroom. It can be anything from a small vessel, to an integrated basin and vanity top, through to a large format, multi-use vanity. We can also design and manufacture concrete plinths for our vessel basins and concrete shower decks and panelling.
Our bespoke service offers concrete creations without limits for both residential and commercial projects, including domestic kitchen surfaces with or without integrated sinks, surfaces for bars, tables and panelling in the hospitality, retail and leisure industries. Please contact us if you would like to discuss a bespoke concrete commission.