Delivery information

Delivery Information

Delivery Service

We offer fast nationwide delivery via a trusted third-party pallet courier network. Delivery typically takes 3–5 working days from dispatch.

Delivery is available to most UK mainland postcodes. Some locations may incur an additional surcharge, which will be clearly displayed before checkout.

Delivery Method & Access

Deliveries are carried out using vehicles equipped with a tail-lift and manual pump truck. As such:

• Delivery is kerbside only, to the nearest safe and accessible point on a hard, level surface
• Movement beyond kerbside (e.g. onto a driveway or front garden) is at the driver’s discretion and not guaranteed
• Deliveries to rear gardens or inside properties are not included
• Surfaces such as gravel, soft ground, slopes, or uneven terrain may prevent safe unloading

If access is unsuitable, goods will be left at the nearest appropriate location.

It is the customer’s responsibility to ensure that delivery access is suitable for a standard 18-tonne vehicle.
If required, a 7.5-tonne vehicle may be requested (additional charges may apply—please confirm before ordering).

Failure to inform us of access restrictions may result in failed delivery and additional charges.

Delivery Timing

• Deliveries are made Monday–Friday, between 8:00am and 6:00pm
• Routes are scheduled daily and typically split into morning and afternoon runs
• Where possible, the courier may contact you approximately 1 hour before arrival, however this is not guaranteed
• Tracking details will be provided once your order is dispatched

While we always aim to meet estimated delivery dates, delays can occasionally occur due to circumstances beyond our control (e.g. traffic, breakdowns, weather, or access issues).

We strongly recommend not booking tradespeople until your order has arrived, as we cannot accept responsibility for any costs resulting from delays.

Delivery Acceptance

A responsible person must be present to receive and sign for the delivery.

If:

• No one is available, or
• Delivery cannot be completed due to access issues not disclosed

then re-delivery charges will apply.

In some cases, goods may be left without a signature only with prior agreement, however this will void your right to report damages or shortages.

Free Delivery Explained

Where we advertise free delivery, this means we cover the outbound delivery cost on your behalf.

However, if goods are refused, returned, or delivery fails, the original and return delivery costs will be deducted from any refund.

Pallet delivery charges typically range from £60 + VAT to £300 + VAT per pallet, depending on location.

Cancellations & Failed Deliveries

• Orders may be cancelled within 7 days of purchase
• Same-day cancellations: full refund
• After the first working day: a 20% restocking fee may apply
• After dispatch:
  • 20% restocking fee
  • Outbound and return delivery costs deducted

If delivery fails due to access issues, unsuitable ground, or refusal, the goods will be returned and relevant costs will be deducted from your refund.

Damages, Breakages & Order Allowance

We want your project to run smoothly from start to finish. As our products are natural stone and delivered through a nationwide pallet network, there are a few important points to consider.

Natural stone can include variations in colour, texture, and finish, and during transit, minor chips or edge wear may occasionally occur. This is an unavoidable part of transporting heavy materials and is standard across the industry.

Why We Recommend Ordering 10% Extra

To ensure you can complete your project to the highest standard, we strongly recommend adding an extra 10% to your order.

This allows you to:

• Select the best pieces for visible areas
• Allow for cuts during installation
• Set aside any pieces affected by minor defects or handling

By including this allowance, you can be confident you’ll have enough high-quality, usable material to complete your patio perfectly, without delays or compromise.

If There’s an Issue

In the unlikely event you experience a problem:

• Please notify us within 72 hours of delivery
• Provide clear photographs of:
  • The goods in their original packaging
  • The goods laid out, showing the issue

We will review your claim promptly and work with you to reach a fair and reasonable resolution.

Replacement Policy

Due to the nature of pallet delivery, we’re unable to send small replacement quantities (e.g. a small number of slabs), as these are very likely to be damaged in transit when shipped individually.

Instead, where necessary, we will:

• Assess each situation carefully
• Offer appropriate compensation based on the issue
• Ensure any outcome is fair and proportionate

Our Commitment

We take great care in preparing and dispatching every order and aim to deliver products you’ll be proud to use.

By following our recommendation of a 10% allowance, you can move forward with confidence knowing your project has the flexibility to account for natural variation and handling during delivery—helping you achieve the best possible finished result.

Collections

Collection is available from our warehouse by prior arrangement. Please contact us to schedule.

Agreement of Terms

By placing an order, you confirm that:

• You have read and accepted these delivery terms
• You have ensured suitable access for delivery
• You understand the conditions regarding cancellations, delivery, and product handling