FAQ
General
What languages do you speak?
We consult our customers in German, Italian and English. That way, we can follow projects regarding natural stone, ceramic and aritificial stone internationally as well. We are a company from South-Tyrol (Italy) so you can send us requests, technical information and project documents in German and English as well.
Do you also take care of the installation?
On-site installation or assembly is not normally automatically included in our service. Whether we can offer installation or organise it through a suitable partner depends on the specific project, the delivery location and the required scope of work. Please feel free to enquire.
Materials and products
Do you offer individual bespoke products?
Yes. We craft finished tailor made natural stone, ceramic and artificial rock. Depending on the material and project make different, amongst others, cutouts, edge finishes and surfaces possible.
Do you sell raw plates or raw blocks?
Yes, depending on the material and availability we offer raw plates, raw trances and raw blocks. For specific requests, we suggest directly sending us an enquiry with the desired measurements.
What are the advantages of natural stone?
Natural stone is a naturaly formed material, where colours, structure, veining and surface can vary from plate to plate. This way, every product made from natural stone is unique and one of a kind. Depending on the type of stone, natural stone offers different properties in regards to hardness, resistance, water absorption, maintenance and compatability for specific use cases. That is why the choice should always be made with the type of application in mind.
How do I find the right natural stone for my project?
The right type of natural stone depends, amongst other things, on the intended use, the desired appearance, the surface finish, the level of wear and tear, and the maintenance requirements. For example, a kitchen worktop has different requirements to wall coverings or an outdoor area. We’re here to support you right from the start: from choosing the material right through to the finished project.
What surface is recommended for outdoor use? (non-slip?)
For outdoor areas, in addition to the appearance, particular attention should be paid to the surface’s slip resistance. Which surface is suitable depends, amongst other things, on the intended application, the intended use and local requirements. Generally speaking, surface finishes such as flamed, bush-hammered or sandblasted are used; however, it is not possible to give a one-size-fits-all recommendation for every outdoor area. We would, however, be happy to advise you based on the specific project and the intended application.
What surfaces are there?
Depending on the material, a range of natural stone finishes are available. These include, for example, polished, honed, satin-finished, brushed or flamed finishes. Thanks to modern laser and waterjet technology, natural stone can be given a unique and textured finish.
Nicht jede Oberfläche ist bei jedem Material verfügbar. Welche Bearbeitung möglich und für den jeweiligen Einsatzbereich sinnvoll ist, hängt von der Gesteinsart und vom gewünschten Ergebnis ab.
What materials are especially low-maintenance?
The amount of maintenance depends on the type of stone and its condition as well as the surface and application. Hard rock like granite, quartzite and porphyry are regarded to be especially low-maintenance and uncomplicated. In general, however, the choice of materials and finishes should be tailored to the intended future use right from the planning stage. We would be happy to advise you on which materials are best suited to your specific requirements.
Orders
Can I order a sample in advance? Are there additional costs?
Yes, depending on the material, samples can be requested. If a sample is available and if there are costs, depends on the material in question and the type of sample. We can give you the conditions for the desired material in advance.
Can I have a photo of the raw slab in advance?
Yes, if the slab in question is available, we would be happy to send you a photograph if required. However, the photograph may only give a limited impression of the natural stone’s actual colour, texture and appearance. Natural stone is a natural material and can appear different under varying lighting conditions and with different surface finishes.
How do I receive a proposal?
To provide a proposal, we require as much specific information as possible regarding the desired material, dimensions, thickness, finish, edge treatments and any cut-outs required. Depending on the project, additional information or drawings may be required. We will draw up a bespoke proposal based on the information provided.
How do I execute an order?
An order is placed on the basis of the relevant quotation and the subsequent order confirmation. The information and approvals required for the order must be in place before production begins (data sheet). The specific details and documents required depend on the project in question.
What measurements do you need? Do you need further information?
For bespoke orders, we generally require the production dimensions as well as details of the material and the desired design. For kitchen countertops, for example, cut-outs, edges, wall connections and other technical details may be relevant. Depending on the complexity of the project, drawings, plans or technical specifications may also be required.
Is there a minimum for the order amount?
Generally speaking, we have a minimum order quantity of 5 m². However, this cannot be stated as a blanket rule for every product and every material. It may, for example, depend on the material, product type, scope of work and the order itself. In the case of specific enquiries, we will let you know whether any special minimum quantities apply to the product you require.
Should I order some spare parts as well?
With natural stone, it is advisable to plan for additional material as a reserve, particularly if an extension or repair might be required at a later date. There is also a risk of breakage when laying the material. Any material reordered at a later date may differ visually from the material originally supplied due to natural variations in the material. Furthermore, price adjustments may occur, as the raw material and offcuts will need to be recalculated. Whether and how much spare material is advisable depends on the project.
Do you also deliver to private customers?
Of course, we also supply private customers as a standard practice, provided that the minimum order quantity of 5 m² is met.
Which services are offered and how the order is processed, depends on the project in question and its scope.
Do you also work with architects, stonemasons and building contractors?
Yes. Inter-Pietre Sparber Srl. works primarily with architects, interior design firms, carpenters, tilers, stonemasons and construction companies. We are the ideal partner for commercial clients from Germany, Austria, Switzerland, South Tyrol and all over the world.
What are the payment terms? Do I have to pay in advance?
We offer flexible payment terms, which we tailor to each individual order. All details, including any advance payments or payment terms, are set out clearly in the relevant quotation and in the order confirmation. We generally reserve the right to require advance payment from new customers.
How do I pay? Does PayPal work?
The available payment methods depend on the type of order in question and will be clearly stated in the quotation or in the payment documents. Payment via PayPal may be possible; any bank transfer or transaction fees incurred will be charged to the customer.
Is my deposit safe?
A deposit is a contractually agreed payment made as part of the relevant order and is therefore secure. If you have any questions regarding a specific payment, please contact us directly.
Can I cancel my order? What am I being charged for it?
Whether cancellation is free of charge depends on the order’s processing status. In particular, for products made to order for you, costs for materials and labour may be incurred once the order has been placed or production has begun. Please refer to the contractual terms and conditions of the relevant order for the exact conditions. The specific consequences of a cancellation depend on the order in question.
Can I obtain a performance bond / bank guarantee?
We would be happy to assess on a case-by-case basis whether it is possible to issue a performance bond or bank guarantee for your project. As this depends, amongst other things, on the contract value and other conditions, it is not possible to give a general commitment at this stage. If required, please simply ask us about this directly when requesting a quote – together we will find a suitable solution!
Delivery, loading and pick up
What are your opening hours? When can I come to load up?
Our opening times / load times (Mo-Fr)
◦ Bolzano: 08:00 - 12:00 | 14:00 - 18:00
◦ Cavaion (VR): 08:00 - 11:30 | 14:00 - 17:30
Notice regarding holidays: On holidays, opening times can deviate. As such, we prefer that you call us before your visit to let us know.
Where can I load up?
As standard, our orders are prepared and loaded at our site in Cavaion (Inter-Pietre Sparber Srl. – Viale del Lavoro 5, Z. Industriale Camporengo, 37010 Cavaion Veronese (VR)). However, as we travel between our office in Bolzano and Cavaion several times a week, we are happy to transport your goods to Bolzano on request and by arrangement – provided that the number of pallets, weight and dimensions allow for this.
Can I pick up my order myself?
You are welcome to collect your order from us yourself, provided you have arranged a time in advance. This is subject to the condition that your vehicle meets the requirements for safe loading, transport and unloading. As we do not provide lashing straps, anti-slip mats or any other securing equipment, please bring these with you. We reserve the right to refuse to load goods onto unsuitable vehicles. We accept no liability for damage in transit or breakages occurring during self-collection.
Can I arrange for a courier of my choice to collect my order?
Of course, collection by a courier service of your choice is also possible. Please arrange the collection date and loading details with us in advance. As transport is carried out by the chosen carrier, we accept no liability for damage occurring during transport or unloading. For quality and safety reasons, we strongly recommend that you do not use parcel services, express couriers or standard groupage services. Natural stone is delicate; unfortunately, transport damage often occurs as a result of frequent reloading by such service providers.
Who organizes the transport?
Depending on the agreement, we’ll be happy to organise transport for you – or you can engage a courier service of your choice. Benefit from our experience: we have been working closely for decades with selected courier services that specialise in the transport of natural stone. These partners know our materials inside out, are aware of their delicate nature, and handle your goods with the necessary care and the respect they deserve.
How long is the time of delivery?
The delivery time depends on the specific order. Factors influencing this include, amongst others, the availability of materials, the scope of work, production capacity, approvals and transport arrangements. For this reason, we quote the estimated delivery time on a case-by-case basis for each individual order and are unable to specify a general delivery timeframe for all products. Normally, we estimate approximately 3 weeks for bespoke, tailor-made products.
Where do you deliver?
We deliver to customers depending on the order, nationally and internationally. Our markets include, amongst others, Italy, Germany, Austria and Switzerland, as well as markets worldwide.
How are the goods packed and delivered?
The packaging is adjusted individually to suit the material, size, finish and mode of transport. Depending on the order, wooden crates, wooden cases or pallets may be used, for example. The aim is to provide packaging and securing measures suitable for the goods in question during transport.
Can the transport price deviate from the offer?
Yes. Estimated transport costs are provided for guidance only and may differ from the initial estimate should the underlying conditions change – for example, in the event of changes to the delivery address, weight, dimensions, type of packaging or mode of transport. Furthermore, due to current economic developments affecting fuel prices, wages and freight rates, freight costs are subject to ongoing fluctuations, which is why we reserve the right to make corresponding price adjustments.
Complaints and maintenance
What do I do when the product arrives damaged or broken?
Should you notice any visible damage upon delivery, please document this with photographs as soon as possible and note it in writing directly on the driver’s consignment note. Please inform us of this as soon as possible (within 3 working days).
To ensure a swift resolution, photographs of the packaging, the damaged goods and the delivery situation are particularly important. Please do not unpack the goods any further until the matter has been resolved, and leave the packaging untouched. We will then discuss the next steps with you straight away.
I’ve broken a piece, what should I do now?
Should an item be damaged after delivery or whilst in use, please send us clear photographs and a brief description of the damage. We will be happy to use this information to assess the most appropriate course of action. Whether a professional repair, a replacement or another solution is possible will depend on the individual case, the cause of the damage and the availability of spare parts.
Is there a warranty?
We cannot offer a blanket guarantee on all products and materials. Legal rights and, where applicable, any contractually agreed guarantee or warranty provisions are governed by the relevant order and the applicable legal provisions. We assess each specific case on its own merits.
Why does my additional order not fit together colour-wise with my previous one?
Natural stone is a naturally occurring material. The colour, texture, veining and surface finish may vary between different slabs and, in particular, between different quarry batches and blocks. Consequently, a subsequent additional order may differ visually from a slab delivered earlier. A perfect colour match cannot generally be guaranteed with natural stone.
How do I clean my kitchen countertop made from natural stone?
The correct cleaning method depends on the type of stone and the surface. For many natural stones, a mild cleaner suitable for the material is sufficient for daily cleaning. Harsh, highly acidic or unsuitable cleaning products should not be used without first testing them. For daily use, we recommend our StoneCareKit. We would be happy to provide you with suitable care advice for a specific material.
Do you have cleaners?
Depending on the material and availability, we can supply or recommend suitable cleaning and care products for natural stone. The choice of product depends on the type of stone, the surface and the level of soiling. Therefore, a cleaning product should not be chosen without taking the material into account.
I have a stain on my plate. How do I get rid of it?
How successfully a stain can be removed depends on various factors, such as the material, the surface, the type of stain and the duration of exposure. Caution is advised: not every commercially available cleaning product is suitable for natural stone. Before resorting to harsh cleaning products, we strongly recommend that you identify the cause of the stain and check that the product is compatible with the material.
If necessary, simply send us photos and details of the stain – we’ll be happy to discuss the next steps with you. Should it be a stubborn case, you’ll benefit from our extensive network: we work with numerous specialist companies and, together, we’re guaranteed to find the right solution.
Do natural stones need to be waterproofed?
Not all natural stone necessarily requires waterproofing. Whether treatment is advisable, and if so, which type, depends on factors such as the type of stone, water absorption, surface finish and the intended use.
When used on suitable materials, waterproofing helps to protect against certain types of soiling; however, it does not make natural stone completely resistant to stains or damage. There are also various specialist products – such as colour enhancers – which intensify the natural colour and veining of the natural stone and bring out its visual appeal even more effectively
How and when do I get my bill?
Billing is governed by the agreed terms of payment and contract conditions. The timing and method of sending the bill may therefore vary depending on the order. You will receive specific details as part of the order processing procedure.