Frequently asked questions (FAQ)

Absolutely. All NOVOCASTRIAN pieces can be customised in size, finish, or specification. Please contact us for pricing.

Although we do not offer a general bespoke manufacturing service, all of our products are customisable to suit your needs.

For customers looking to commission us to design and manufacture an exceptional one-off piece we offer our Special Projects service.

All NOVOCASTRIAN pieces are handmade to order based on your specifications. While we provide estimated lead times, these are not fixed deadlines. Occasionally, work may take longer than anticipated. If delays occur, we’ll keep you informed.

Yes, if you are a professional working in the design or construction industry you are welcome to apply for a trade account here.

Delivery includes transport to a ground floor room on the British mainland, typically within one week of dispatch. Our couriers will contact you to arrange a suitable delivery window.

Yes. Missed deliveries or cancellations within 48 hours of the arranged time may incur a redelivery charge.

Yes, depending on your location we can sometimes arrange evening or weekend delivery on request. This service incurs a surcharge—please contact us for a quote.

Yes, depending on your location we may be able to deliver to an upper floor at an additional cost. Please contact us for a quote. Please confirm your access conditions when placing an order so we can provide an accurate delivery plan.

We do not offer installation services but can often suggest trusted partners to assist.

It’s the buyer’s responsibility to ensure the item will fit through necessary doorways, corridors, stairwells, and other access points.

NOVOCASTRIAN is not responsible if delivery or installation cannot be completed due to access restrictions.

Yes, especially if delivering to a third-party location like a warehouse. If incorrect or incomplete instructions cause a failed delivery, redelivery charges will apply.

Yes, we ship worldwide

For buyers outside of the UK or the EU, customs fees or tariffs may apply. These charges are not included in your order’s total price and must be paid directly to the carrier or relevant authorities in your country. As the buyer, you are considered the official importer and are responsible for covering any customs duties.

Depending on your country’s regulations, you might need to provide personal details such as your Social Security Number (SSN), Employer Identification Number (EIN), Importer Reference Number (IRN), Tax Identification Number (TIN), or Economic Operators Registration and Identification number (EORI). The shipping company will contact you directly to collect the necessary information and fees.

Customs fees, duties, and import tariffs are taxes imposed on goods when they cross international borders. Governments levy these charges to generate revenue, protect domestic industries, and regulate the movement of goods.

As of April 10, 2025, the following customs duties apply to our products upon import:

• Customers in the UK: None.
• Customers in the EU: None.
• Customers in the USA: 10% tariff on UK exports to the US.

Please be aware that these figures may change suddenly due to evolving international trade policies.

Yes, VAT or sales tax will be charged upon import by the carrier at the applicable local rate in your country. NOVOCASTRIAN does not charge VAT or sales tax, except for UK customers.

Following Brexit, while there are no tariffs or customs duties on our products imported into the EU due to the free trade agreement, VAT is now charged locally in the buyer’s country upon import.

Previously, VAT was paid directly to NOVOCASTRIAN at the time of order. This change means you may receive a VAT invoice from the carrier or relevant authorities after delivery.

You are not paying any more for your piece than you would have done pre-Brexit, unless your local VAT rate is more than the UK’s 20%.

For questions related to US imports, visit the U.S. Customs & Border Protection website.

For EU import information, refer to the European Commission’s taxation and customs website.

For other countries, please consult your local customs website for specific information.

Only if specifically commissioned as outdoor pieces. Standard finishes are intended for indoor use.

Each piece includes care instructions—please follow them closely. NOVOCASTRIAN is not responsible for damage caused by misuse or improper care.

Yes. All our metal finishes are hand-applied and will show tonal variation. These variations are part of the piece’s character, not considered faults.

Yes. Many of our finishes are designed to age gracefully. Most are protected with oil and wax; lacquer is available on request. Never use metal cleaners.

Yes, although generally durable, slates and marbles can scratch when enough force or a sharp object is used. Scratches on darker stones can often be remedied using black wax. All stone surfaces are pre-sealed.

No. Natural fissures are normal and do not affect the structural integrity of the piece.

We use Pilkington Optimirror™ in standard, bronze, and grey tints.

We follow GGF (Glass and Glazing Federation) standards. Mirrors are viewed from 2m in natural daylight—minor blemishes not visible under these conditions are considered acceptable.

Due to manufacturing tolerances your mirror may vary in size by ±3mm on what is ordered.

• Cracks or chips over 2mm
• Delamination or deep scratches visible beyond 1m
• Major structural or finishing flaws

Yes. Mirror frames are hand-finished and may show tonal differences or patina changes. These are not considered faults unless structural.

Yes. Mirrors are bevelled by hand and the bevel may contain slight imperfections.

Yes, most mirrors can be fitted with backlit LEDs or integrated demisters. Please contact us for a bespoke quote.

Yes, with the appropriate dimmable bulb. Some situations may require a driver—please check with your electrician.

Most of our lights can be mains dimmed. If your home uses a lighting control system (e.g. Lutron or Crestron), a compatible dimmer module may be necessary.

Please see the specific product page for certification details. If a listing or rating is not available, contact us to discuss options.

Pieces delivered to UK customers will be soft-wrapped as standard. The exception is when the piece is delivered to a third party storage facility. In this case we insist that the piece is provided in a protective wooden crate, which is chargable. If in doubt please contact us.

Yes. In these cases, we require that a protective crate be provided at an additional cost.

As each item is bespoke, returns are only accepted for items that are defective or damaged in transit.

Should your item arrived damaged, please follow the process outlined in our Terms of Sale, ensuring you keep all packaging and contact us within the required timeframe. Following these guidelines will allow us to replace or repair your piece as quickly as possible.

Finish samples of our metal patinas and Cumbrian slates are available on request.

Some rare British marbles require full slab purchase and are not typically sampled. Viewing can be arranged by appointment.

Visit our finishes page or contact us at enquiries@novocastrian.co to request samples.

Not currently, but we welcome visits to our North East England workshop. Please get in touch to arrange an appointment.