Delivery Information

The couriers operate using a tail-lift and manual pump truck service, therefore will only guarantee kerbside drop to the nearest access point on a hard standing surface. At the driver’s discretion, they may move the goods onto a driveway or front garden. It is very unlikely that an order will be moved into the back garden. If your driveway is accessible by the vehicle, the product may be offloaded onto your drive with your permission. This will be down solely on your agreement with the delivery driver. Any other service offered is strictly between the driver and the haulier and is not part of a contract between Natural Paving Store and yourself. If your property has loose gravel chippings, soft, uneven ground or an incline/decline present, the pump truck will be unable to move over the surface and the product will be left at the nearest suitable area.

Delivery routes are planned by the courier daily, usually divided into a morning run and an afternoon run. Deliveries can be made between the hours of 8am and 6pm. On all deliveries, where an accurate mobile number is provided, we will request that the courier to contact you approx 1 hour before they are due to arrive. Tracking is also provided with your order confirmation.

Please note: the phone call from the driver is only a request and not something we can promise. It is your responsibility to provide an up-to-date mobile number for us, please feel free to contact us via email or phone call if you feel we may not have one.

We try our hardest to book an exact day for your delivery, in some instances the arrival of goods could be delayed until the following working day in unforeseen circumstances. Please do not book any tradesmen until the product physically arrives with you. If you choose to book a contractor before arrival, we are not responsible for consequential loss of earnings.

It is your responsibility to inform us of any access problems before placing an order, taking into consideration the standard size of the delivery vehicle (18 tonnes) which may need wider access. A 7.5 tonne vehicle can be requested in certain locations if the access is too narrow for the standard (18 tonne) lorry.

Please Note: 7.5 tonne lorries may incur additional costs, please confirm before placing your order 

Where necessary, re-delivery charges will apply or if the driver is unable to complete the delivery because you have failed to inform us of any obstructions and/or if no one is present at the property to sign for the goods on a pre-agreed day. To avoid re-delivery charges, drivers may leave it unsigned with prior contact, however leaving the good unsigned will waiver your right to report shortages and/or damages. This down to the drivers’ discretion if your order is able to be left in a suitable hard stand location not blocking any public highways. It is important you are present during delivery.

Before dispatching your goods, multiple checks will take place to ensure that nothing leaves our yard broken. The ease of ordering heavy goods online helps all of us to purchase high quality goods at competitive prices. Sadly, the downside is usually the long distances between the purchase location and your final delivery address. In some instances, a pallet can be loaded and unloaded onto a vehicle up to 6 times as it works its way across the country, passing through various depots. This may result in small unforeseen damages.

All orders are packed in a single pallet/crate. Subsequently, it is important to respect the possibility that some form of breakages or possible chips to edges/corners may occur during transport. Although damages during the delivery process are often very few and far between, they can occur. Natural Paving Store allow a tolerance of up to 5% of a crate to be chipped or damaged before is deemed damaged beyond use. In the instance where you have received goods with over 5% damaged, please specify on the delivery notes i.e “Damaged goods”. 

If you simply sign with just your name, the courier will not take responsibility for any possible damages, and you may waive your right to a free of charge replacement delivery service. If over 5% damages are noted on the delivery paperwork, you will be entitled to free of charge replacement delivery from the courier, and we will also happily supply the replacements free of charge. In the instance we are not able to replace your order, we will issue a refund for the goods that cannot be used. Any report of breakages must be made within 72 hours of the arrival with relevant photographs supporting the evidence to the following email address support@naturalpavingstore.co.uk.

To successfully process a damage claim, we need photographs of both the goods in the original packaging (still boxed) and images of them laid out showing any clear damages. Please do not excessively move the goods i.e. to the rear of the property, garage, etc. At our discretion, we will assess all damage claims to resolve a way forward. We cannot send out small quantities of paving, i.e. 1–3 slabs.

Based on the above, we strongly recommend 10% allowance is taken into consideration when placing your order to cover the unlikely event that you do have some damages on arrival – especially if you are under time constraints or have contractors booked in to carry out the work. Hopefully, all goods are damage-free upon arrival, in which case any additional pavers can be used as spares for any extension or replacements needed later. In most instances, if there are any damages in slabs, they can be set aside and use for cuts. If you are now realising you may need to order extra, please contact us ASAP, and we will likely be able to add this to your 2/3 working days