FAQs
DLH Designs Products
How are your products made?
All DLH Designs' products are designed and manufactured in their workshop in country Victoria.
DLH Designs' range of basins are all original, designed in-house to not only showcase the beautiful character of concrete but to be functional as well. All basins have gently curved interiors to promote efficient drainage, keeping your basin cleaner and prolonging the life of the sealer.
What should I expect from my concrete?
Concrete differs inherently from more uniform basin materials such as porcelain or ceramic. Concrete basins will all have their own markings, variations and pinholes due to the moulding process and the general characteristics of concrete. These are to be expected and are not considered defects.
Concrete basins are sealed, not fired. The sealer requires different care to ceramic or porcelain basins, we strongly recommend you read our Care Instructions and our Installation and Warranty Instructions prior to purchase.
Do you do custom work?
Absolutely! Concrete bench top, vanities with or without cast-in basins, hearths, wall panels etc are all available. Contact us with your project details for further information.
Ordering
How long will my basin take to make?
All basins are made to order, lead times are generally 4 weeks. If you need you basin in a rush please contact us prior to ordering.
How do I redeem the cost of my previously-ordered samples?
You will have received a code with your colour samples. Just enter this at the checkout and the cost of your samples will be deducted. Please note that the code is linked to the email address you ordered your samples with. The code won't work if you try to order from a different address.
Colour sample redemption is only available through online orders. Unfortunately no redemption is available through retailers, trade or designer accounts, nor can it be used with other discounts or offers.
Can I return my basin?
As all basins are made to order, we do not accept returns. We strongly recommend you order colour samples prior to ordering. Once your order is placed and we begin manufacture we are unable to alter your order or provide you with a credit. Please take care to ensure your order is correct at the time of purchase.
Shipping
Who do you ship with?
Our colour samples and smaller items such as candles and trays are ship via Australia Post regular parcel post. You will receive shipping information including tracking once you item is sent.
Our basins are shipped through couriers such as TNT, Allied etc depending on your location.
How long will it take?
Shipping time can vary considerable depending on your location; you can find estimates in our Shipping Information. You will receive an expected ship date when we receive your order. Please let us know immediately if this date does not suit. You will receive tracking information once we have booked your freight which will included estimated ship time. Once your freight is booked you will need to contact the freight company to make any changes to your consignment including delivery address.
Please note all basins are shipped with permission to leave.
We ask that you please understand that whilst we take every care to ensure your item gets to you in a timely manner, freight companies can experience delays which are out of our control.
My basin has arrived damaged!
All our basins are packed securely and double boxed. Whilst we have had very few (less than 5) basins ever arrived damaged, it unfortunately can happen. Please inspect your basin for damage when it arrives and if damage has occurred take photos of both the basin and any damage on the packaging and let us know within 24 hours. We will then organise a replacement. Please note: no claims of damage will be accepted after 24 hours; it is imperative you inspect your basin when it arrives.
Warranty
What warranty do you offer?
DLH Designs offer a 5 year limited warranty on basins and a 2 year limited warranty on benchtops/concrete surfaces. We recommend you read our warranty carefully before purchasing any DLH Designs product.
Extra care must be taken to ensure basins are installed as per our instructions sent with every basin. Failure to do so will void your warranty.
How do I make a warranty claim?
Making a warranty claim is super-easy and can be done through this website. Go to Warranty Claims and follow the instructions. Make sure you attach all required photos and proof of purchase.
