To help ensure a seamless purchasing experience for all our customers, we have made a checklist with valuable aspects that will help you during your ordering and delivery process.
As a family run business honesty, fairness and transparency is at the forefront of our company.
1 ) Delivery – Please watch an introduction video on what to expect on delivery day | Click here to View
Click here to View how Delivery is done 🎥🚚
In the paving industry, almost all online stores rely on third-party pallet networks for delivery. This is standard practice across nearly all companies in the sector so that we are able to provide nationwide delivery coverage and still provide the best prices.
2 ) Selecting the appropriate quantity
To reduce the chances of needing to reorder additional material to finish your project. It is recommended to measure the quantity needed as accurately as possible, seek help from a professional if required. It is standard to allow for 10%-20% of additional product, never order exactly what you need with NO allowance. Allowance accounts for potential damages during transportation and installation as well as losses incurred from cutting mistakes, we are all human and mistakes happen so please remember to allow for it.
This will prevent the project from being delayed and incomplete due to these factors and avoid batch mixing when reordering additional product. While factories endeavours to ensure consistency in colour and design across different batches of the same product, there’s a slight chance time to time of minor variations between batches. Thus, we urge you to make a sufficient purchase when ordering to prevent the need for subsequent replenishments, variation through batches can occur and is common in the stone and paving industry due to its natural properties and manufacturing processes.
3 ) Please don’t schedule builders or hire tools before delivery
The ETA provided by our team is system-generated through a third-party delivery network and may occasionally differ from the actual arrival time. Deliveries are carried out via a relay system involving multiple depots and hubs. Based on our experience, small and infrequent delays are sometimes unavoidable — this is generally accepted in pallet transport logistics. It’s similar to how import containers may face shipping delays, or how a letter might arrive later than expected — once the process is underway, no single party has full control over the entire chain. There is a small chance of delay, which could lead to avoidable costs if builders or equipment are booked before the goods are received.
4 ) Please bear in mind in some rare occasions some minor Transit Damages is possible
It is at the forefront of the company to ensure we supply products in perfect condition upon delivery, however due to the nature of some products, on rare occasions a minority of the goods may be damaged whilst in transit with the courier. Referring back to part 3, when ordering you must allow additional 10% – 20% of product to account for potential breakages whilst in transit, these breakers can be used as cuts and cooperated into the project as cuts and reduce wastage. Small imperfections such as chips are not eligible for claims, it does not affect the performance of the slab and can be used for cuts and hidden once patio is finished.
If there is less than 10% damage to the delivered total order, the company will not offer refunds nor replacements as this is our tolerance level and is accounted for within the price of the product. However, if there is 10% to 20% damage to the total order we will refund for the difference of the product damaged over our tolerance level.
4) Narrow road policy and delivery site suitability Click here to View
In the UK, third-party pallet delivery companies typically use 18-tonne vehicles for order deliveries. If your road is particularly narrow and under 3 meter wide it might be unsuitable for an 18-tonne vehicle, some depots may be able to arrange delivery with a 7.5 or 12 tonne vehicle where possible.
Click here to View Delivery site suitability video 🎥🚚
Delivery failure
If a delivery fails due to narrow roads, steep slopes, or an unclear address, and the goods are returned, a charge of £150 to £200 per pallet will apply to cover the original and return delivery costs. It is the customer’s responsibility to inform us in advance of any potential delivery issues, or to accept the risk of an unsuccessful delivery.
If your road can only accommodate a 7.5-tonne vehicle, a repacking fee will apply, and the delivery will be charged as two separate consignments. However, if your order is under 500kg, a 7.5-tonne vehicle may be arranged without additional charges, subject to availability at your local depot.
⚠️ Stone cladding fragment detachment:
Due to the inherent nature of external stone cladding, fragments may loosen from the main board. When installing the cladding panel onto the desired surface, these fragments can be easily reattached, and they are less prone to breakage. Claims for natural stone strips coming loose or detaching from the stone cladding panel will not be accepted, as this is considered a natural characteristic of stone cladding.
Variations in colour and texture:
The colours and textures displayed in the paving slabs products images reflect a specific batch of natural stone paving or porcelain paving products, laying technique, sealing or not condition, wet or dry conditions, water-staining or not, and photography setup. Achieving an exact match to the displayed effect of images is uncertain in paving slabs industry.
Should you have any lingering questions, we strongly advise a thorough reading Terms and Conditions. By placing your order, we presume that you have attentively reviewed and consented to our terms and conditions.