Frequently Asked Questions

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The order may be made by:

• Visit our warehouse/in store ( 7/189 Cheltenham Road, Keysborough Victoria 3173)
• Email us (email sales@melstones.com.au)
• Call our team (call 03 9975 8081)
• Online (via our Shop page)

Business hours: Monday to Friday 09:00am - 04:00pm (except public holidays)

• For pick-up orders, please inform us at least half a day before your scheduled pick-up time so we can prepare all items. You can pay by Card (Visa/MasterCard) or cash on-site upon pick-up. Some items will be packed on a pallet, and we have a forklift available to assist with loading the pallet onto your vehicle. Other items may require hand loading, and we will do our best to assist you during pick-up. Please note that some items may be heavy, so we recommend checking your vehicle's capacity and load limit before arrival.

• For delivery orders, please send us your delivery address, along with the site contact person's name and phone number, if you'd like to book our delivery service. Our courier offers pallet delivery with forklift assistance for unloading. We will provide you with a quote and estimated delivery time later. If you're happy with the delivery time and charge, we will then convert this to an invoice. Please note that items cannot be dispatched until the order is confirmed and payment is received from the customer. Verification of the proof of deposit will take place on the next banking day. Payment instructions can be found on the invoice.

Payment may be made by:

• Online Bank Transfer (takes up to 3 business days for confirmation);
• Visa/MasterCard (in person or pay over the phone, surcharge may apply);
• Cash;

In regards to payment by card over the phone, we would like to assure you that the card details provided will only be used for the purpose of processing the payment at the time of the transaction. We do not write down or keep any card details in our records for security reasons.

You will be able to do split your payment with payment options available in store.

Yes, all our prices include GST.

You can pick up any number of items that you need. We would always suggest ringing us first to confirm what you need to pick up to ensure we have sufficient stock.

If you have a larger order to place, or you are the builder / landscaper, then it's always worth contacting us for a bespoke quotation as we may be able to make a saving for you on the total price of your products in addition to looking into alternative, upgraded transport methods for you.

You do have few hours window from when you place your order. Please contact our team by end of the day to change your order.

Due to the fast paced nature of our warehouse we unfortunately cannot guarantee address amendments can be made once an order has been submitted. Unfortunately, we are unable to change the payment method or add, change or amend the products on your order at all once shipping has been booked.

Proof of purchase: Including a reference to your order number/order confirmation email. 

Yes, you will get a tax invoice by email or in hard copy along with all your purchases with us. 

If there has been an unforeseen stock shortage at our warehouse our team will always send you an email or call you to confirm this and also confirmation of a refund. Please check your inbox/spam folder for this email. Feel free to contact our team by via our Contact Us page if you have any concerns or to check if/when this item will be restocked. 

Kindly reach out to us and we will try our best to source it out for you. 

In Stock

At least one of these are available for immediate purchase, or we should be able to get stock made available within 2-4 business days of ordering (at supplier).

Backordered

We do not currently have stock immediately available, further stocking & ETA information will be confirmed shortly after ordering.

End Of Life

Product is no longer available and will be removed from the website shortly.

Unfortunately, this will happen if we haven’t been able to secure all products in your order. Our team will email and advise you in regards to an item that got cancelled with either a partial refund or substitute replacement.  

We are a supplier and can introduce you to several trades and professional installers to give you a quote on the services you require. It's important to note that we are not the actual installers ourselves. Therefore, if you have any specific concerns or questions regarding the installation process, we kindly ask that you address them directly with the installer you choose to work with.

In most circumstances our pallets deliveries for the Melbourne metropolitan areas are delivered with a truck, accompanied by a forklift that detaches from the truck. 

It is very important that the ground is level and hard such as tarmac or concrete. Grass, soil and gravel are not suitable areas for unloading. The vehicle must have clear access to your property and there must be no restrictions to prevent offloading. 

It is important to note the goods will usually be left kerb-side as the delivery company will not be able to take the delivery vehicle or forklift onto your driveway or backyard due to the risk of damage to your property. Please be sure to advise us in advance if you foresee any problems with the delivery as there will be costly redelivery fees if the delivery company has to make a further attempt to deliver as a result of potential problems not reported in advance.

Generally, a forklift assisted delivery starts from $180 for first pallet within Melbourne metro area.

Our metro area delivery costs are:

• $180 minimum charge / one pallet;
• $180 / two pallets;
• $220 / three pallets;
• $250 / four pallets;
• More than four pallets - Request Delivery Quote

Please note when freighting large or heavy items sometimes postage costs can be higher than anticipated, in particular when sending goods interstate or regional areas. Our team will be able to give you an approximate cost of shipping for your order. Feel free to contact us to discuss.

If the order has already been dispatched from our warehouse, cancellation of the order will result in haulage charges by our delivery company to return the products to the warehouse, such charges to be your responsibility.

Unless quoted otherwise, we usually offer a kerbside delivery as standard for all large and bulky items and include offload for palletised goods such as paving or decorative stone. This means your goods will usually be left on the kerb at the foot of the garden/drive.

If you require the goods to be moved closer to the property then you can request this with the driver. Providing the ground is stable and even, he/she may be willing to take the goods further onto the premises for you, however, this is entirely at the drivers discretion and your own risk.

For standard in stock orders, we strive to have these dispatched within 48 hours (2 business days) of your order being placed and paid for. Orders submitted from Friday afternoon to Sunday evening or public holidays will not be processed until the next working day. 

For special order products, at supplier products or products that are out of stock, the lead time will be advised by our team. If you have not received a lead time, please contact us.

From dispatch, the estimated Melbourne metro area delivery time is 1 to 3 business days (excluding weekends)

Please note:

These delivery times are estimates (not guaranteed). Orders submitted from Friday afternoon to Sunday evening or public holidays will not be processed until the next working day.

Delivery times may be longer than normal for orders placed during popular promotions and around seasonal events and public holidays such as Easter and Christmas. Please allow extra time for delivery during these peak periods.

Delivery may take a little longer to rural areas, so it’s best to order early.

Delivery times do not include day of dispatch.

We are unable to provide specific delivery instructions, however we can confirm that deliveries occur Monday - Saturday between 8:00am - 6:00pm. 

No, we only accept one delivery address per order. If you need to send products to more than one delivery address you'll need to place separate orders for each delivery address. 

Unfortunately,we do not have facilities to accept crates and pallets back. 

There are several important factors to consider when installing or laying pavers, including:

Dry tiles are necessary prior to installation as any unusual tonal markings can be placed in less visible areas. At the point of installation always ensure that stone tiles are mixed to ensure consistency in the distribution of any such variation.

All backgrounds to be tiled should be flat, level, clean, dry, and free of dust, grease and any loose material.

We recommend that you seek advice on pre-sealing and sealing aspects of natural stone

All Stone tiles must be solidly bedded, with 100% adhesive coverage.

Un-calibrated stone tiles/pavers need to be graded before installation, and thicker tiles/pavers should be installed first to determine the floor level. Thinner tiles/pavers should be installed using an appropriate large format floor adhesive. Please note that listed dimensions are nominal, and there may be slight variations in size and thickness for most stones.

Fast setting adhesives and dry lay method are advisable so that the moisture disperses quickly from the stone. This helps to prevent various reactions that could be caused by the moisture retention of the tile.

All stone tiles should have an initial sealant coat after fixing but prior to grouting as some tiles may absorb pigments from the cementitious. Heavily pigmented grouts may be subject to efflorescence as the salts which hold in the pigmentation are released as part of the drying. All silicone used must be non-acid cure brands.

Grouting should not take place for at least 12 hours after the tiles have been laid. Grout joints should be completely clear of any building dust or residue.

Any grout residue on the surface of the tiles should be wiped off as part of the grouting process and it is recommended to perform an intermediate clean. Any grout residue left on the surface may prove difficult to remove if left for too long.

It is recommended to waterproof the concrete slab or foundation to avoid efflorescence. Efflorescence happens when salts come to the surface of the concrete. This creates a white icky, foam-like substance along the grout joints. As most natural stones are porous.If the concrete slab is not waterproofed. Efflorescence can come out of the pores of the stone.Otherwise, with stones like porcelain pavers, the salt will find any way to seep through.And this typically happens through the grout joints. Efflorescence can also occur when using a traditional mortar bed installation.

Natural stone pavers require regular maintenance, especially when used in outdoor areas. Materials like bluestone, known for its porosity, can be susceptible to staining from various substances, including liquids and fallen leaves. Even seemingly harmless substances like cooking oil can leave lasting dark marks. Additionally, stones like granite, travertine, and others can be prone to etching from acidic spills such as vinegar, wine, fruit juice, soda, and common household cleaners. This etching may initially resemble hard watermarks or light stains but represents permanent damage to the stone's surface. Therefore, we strongly recommend applying a stone protector or sealer for natural stone paving.

An essential step in preserving your stone and its protective seal is to promptly wipe and mop up spills as they occur. Even water alone can leave temporary marks on the stone, emphasizing the importance of addressing spills early to preserve both the seal and the professional finish of the stone.

Accumulated moisture under debris, such as leaves or a hose left out, can lead to challenging-to-remove grime. In some cases, these conditions can result in stubborn stains beneath the stone's surface. Organic materials from wet leaves and grass clippings can contribute to this issue. To prevent this, it's crucial to sweep the stone regularly as needed and avoid letting moisture accumulate whenever possible.

If leaves, twigs, or bird droppings have fallen on the pavers and are left unattended, there's a risk that the pavers may change color due to staining.

Please read and follow the manufacturer's instructions carefully before applying any sealer, and consider performing a test patch first on a dry, unwanted paver free from any moisture. Sealers may need to be reapplied every few years to maintain their effectiveness.

To avoid the backbreaking work of digging out weeds to maintain the beautiful finish of your garden bed, pathway, or patio, we highly recommend applying a layer of weed mat first. Weed mat provides long-term protection from weeds, allowing you to enjoy the beauty of your surface without the need for frequent maintenance.

Pebbles require regular maintenance, especially when laid in a garden bed or outdoor pathway. Pebbles, such as snow-white pebbles, are also more likely to temporarily lose their natural bright sheen to dirt. If leaves, twigs, or bird droppings have fallen on the pebbles and been left for a while, or put pebbles too close to the corten plate or rusty garden edging, there's a risk that the pebbles may change color due to staining.

A simple blast with a blower or garden vac will remove the layer of fallen debris, keeping your garden looking its best. Hard brushing the surface of the rocks or pebbles with a broom will scrub away any excess, thinning the dry silt layer covering the pebbles. After that, a simple wash with a high-pressure hose will usually do the trick. If dirt still remains, lightly brushing with soapy water can help.

This is not a straight forward answer. In all honesty yes you can, as long as the paving slabs are laid correctly on a full bed of grit sand and cement mixed (almost like wet concrete). Obviously, the thicker the slab the less chance of the slab cracking. However, if your car weighs more than usual and there are any incorrectly laid slabs this wouldn't apply. 

Our standard pallet package for pavers:

600*300*20 pavers - 100pcs (18m2) per pallet, 990kg;

800*400*20 pavers - 50pcs (16m2) per pallet, 880kg;

600*600*20 pavers - 50pcs (18m2) per pallet, 990kg;

Our standard pallet package for pebbles:

All 20kg bag pebbles - 65bags (1m3) per pallet, 1300kg;

The products we sell are intended for outdoor use and the majority of them travel long distance to get to you so there may be the occasional chipped, scuffed or broken slab. In a perfect world, this would not happen but is often unavoidable. The prices of the goods reflect this and extra should be bought to accommodate for this. Whilst we understand this may be frustrating, this is an unavoidable fact of this industry and is classed as acceptable not just by ourselves but also by the manufacturers.

Due to the nature of goods such as pavers, tiles, cladding and masonry products, please allow 5% extra for wastage, cuts, chips and breakages. This is an industry standard ‘spillage’ and anything under this amount will be classed as acceptable and reasonable damage within the industry. If one or two slabs are broken these can still be used in an area when a slab would have to be cut to fit in. If there are substantial damages to the products greater than 5% we will do everything in our power to get them sorted for you. In the very rare case that you receive your goods and damages are in excess of 5% of the quantity ordered, please report this within 48 hours and send a photo of the breakages. Issuing of replacements and credit notes will only be over this amount.

The slabs of paving are stacked in a wooden crate. If you continually take slabs from one side of the crate then you run the risk of the pack tipping over. We advise that where possible slabs should be taken from the centre of the pack to spread out the weight evenly over the crate. As the crate starts to empty it advised that you move some of the remaining slabs to the empty side to prevent the crate tipping up due to uneven weight distribution caused by the slabs being removed. 

Yes, we strongly recommend using stone protector or sealer for natural stone paving as it helps to protect the pavers from staining, erosion, and other forms of damage. Bluestone is a porous natural stone, which means that it can absorb liquids, dirt, and other debris easily, leading to discoloration and deterioration over time. Sealing the pavers can prevent this from happening by creating a protective layer that repels liquids and dirt. It also enhances the color and texture of the pavers, making them more attractive and durable.

Please read and follow manufactures instructions carefully before applying any sealer, including performing a test patch first on a dry unwanted paver free from any moisture.

As some slabs are packed oversea, the next time they are taken out of the packs is by you or your landscaper. They are packed as tightly as possible but on the roads, high seas, de-vanning, transit to us and transit to you there is a chance of movement which will cause slight scratching/scuff marks on the surface. These are normally very minor and will disappear in a short time when laid. 

Unfortunately, this is a natural phenomenon called efflorescence. Efflorescence is a process when the soluble mineral salts dissolved by rain and groundwater in the cement, soil, water, sand, gravel or other sources crystallize and are carried to the surface of the stone or joint. Water moves from areas with lower temperatures to places with higher temperatures e.g. when the sun warms the surface of the paving or when exposed to dry air, it pulls the water through the paving and joints leaving behind a white residue. We recommend using hot water, natural stone paver cleaner and a stiff brush to wash the slabs with. A few repetitions of this will cause it to fade and mostly disappear. Most problems with efflorescence disappear as the stones dry. If the problem persists, find the source of the excess moisture and eliminate it. However, if the process of efflorescing has not stopped or the factors causing it are still present, the white marks will return and will need to be cleaned again.

If you don't have experience dealing with acid or acidic cleaners, it is best to hire a professional to remove stubborn efflorescence. Do not use muriatic acid. It is very strong and dangerous and should only be used by a professional.

Although it is virtually impossible to eliminate all possibility of it occurring, several installation practices can minimize the potential for and the intensity of efflorescence, including:

• Storing stone on pallets to keep it dry and off the ground.
• Fast setting adhesives and dry lay method are advisable so that the moisture disperses quickly from the stone. This helps to prevent various reactions that could be caused by the moisture retention of the tile.
• Ensuring proper grading and drainage to prevent water from sitting on the stone.
• Dampproofing below and behind installations, particularly when using porous material like Bluestone. It's also worthwhile noting that less porous stones absorb less water and may, therefore, be less prone to efflorescence.

Unfortunately, we cannot guarantee the exact colours shown on our website. We use photos supplied by manufacturers, ones taken ourselves and also ones supplied by customers to try to show as much as possible however there are still factors out of our control. Pictures of paving, pebbles or other products can only show the colour captured on that specific time. If the photo was taken on a light sunny day or equally if the weather was damp and dull, these can all have effects on the colour shown in the picture. Natural stone is particularly difficult to display the colours, due to its nature the colours can vary quite a lot. As the stone is quarried you will be taking stones from all over the quarry going through different veins of the stone finding new shades all the time. No natural paving stone will be the same. We attempt to reduce irregularities, unfortunately batch variations are inherent in the manufacture of natural goods such as clay and natural stone, therefore, we do not allow returns for batch variations. 

If you want to cover 1m2 (1 meter x 1 meter) of your area of depth 50mm, you will need approximately 100kg of pebbles. On the other side, the depth of 30mm will need 60 kilograms. However, we do recommend a depth of at least 50mm for better results.

We take great care to provide our customers with high-quality stones that are durable and long-lasting. However, it's important to note that natural stones, such as blue

stone, can be porous and require regular maintenance and resealing to prevent staining, rusting, and color changes. Due to the nature of natural stone and the required maintenance, we cannot guarantee that the pavers will maintain their original color and condition over time. Therefore, warranties may not apply to these products. It is important to follow proper care and maintenance instructions for your natural stone products to ensure their longevity and beauty.

Please check our Terms and Conditions page for more information.

For change of mind return, you may return them to us within 5 business days of the date of purchase or date of delivery, so long as the products meet our Returns Policy. All refunds and replacements are processed in accordance with our Terms and Conditions and Returns Policy which are available for you to read on our website. All returned items are the responsibility of the sender until they reach us. 

We're really sorry if you've received a faulty or incorrect item. 

Please return the item to us as soon as possible so we can get this sorted for you.

For more information on how to return, check out our Returns Policy page.

No handling fee will be deducted from the total refund amount, however, the final credit or refund provided will be based on the lesser value of either the original purchase price or the current selling price, and shipping costs are non-refundable. (For change of mind return) If you receive a refund, the cost of shipping and card surcharge will be deducted from your refund. 

The returns process can take up to 14 business days from the date your returned was lodged. Once your return has been received, it can take our warehouse team between 2-5 business days to process it.

If you have not received your refund after this time frame, please get in touch with our team.