Delivery
DELIVERY — HOW IS IT MADE?
All orders for porcelain paving slabs, patio slabs, paver slabs and flagstone are packed onto a pallet and are normally in a wooden crate, wire frame case, or bag. By placing the order and accepting our delivery conditions, you are confirming that the delivery information you provide meets our third-party haulier conditions, which are explained easily in the videos below.
All deliveries made by the courier Pallet Track use a TAIL LIFT & HYDRAULIC PUMP TRUCK system.
Pallet Track drivers - at their discretion - will make every possible effort to deliver as close to your property provided there is a flat, hard surface for them to deliver on and a nearby drop kerb adjacent to the property. They are UNABLE to deliver onto sand, gravel, dirt, or grass over walls/fences. Minimum kerbside delivery is guaranteed.
Please note that there are no CRANE or HI-AB facilities used during delivery, as all of our products come directly from the source/origin.
For more information, please see the videos and graphics explaining the whole process further.
If you have any doubts, please get in touch for further details or watch the interactive media below for a further explanation.
ENSURE YOU GIVE US YOUR TELEPHONE NUMBER
The driver is unable to handle the goods or enter a customerʼs property, so someone responsible must be available at the property to receive and sign for the delivery. We would expect you or a nominated advocate to be present.
Our customer must provide a telephone number to enable our hauliers to call you before dispatch to arrange an approximate date and time during the day to deliver to you.
Failing to comply with any of the above may result in a failed delivery and in additional charges if deliveries have to be remade.
TAIL-LIFT DELIVERY
Deliveries are made using an 18-tonne tail-lift offload vehicle, and pallets are lowered to the ground. This means your access road must be wide enough for a lorry to fit down, similar in dimensions to a dustbin lorry. A manual pump truck on the delivery vehicle is used to position your delivery as close to your property as possible. This is at the driverʼs discretion, but every effort will be made by our hauliers to deliver the goods to where you would like them placed, although this is not always possible due to the size and weight of the pallet.
If your access is restricted, please contact us before ordering, as this will allow us to contact the courier for clarification.
ENSURE A LEVEL SURFACE
Your order will be delivered to the closest and safest accessible point to the property. In most cases, this is a kerbside delivery. The ground and road need to be flat, level, and solid tarmac or concrete. We cannot deliver onto sloping ground, as the tail lift must be able to lie flat on the ground. If this is not possible at your property, you need to find a suitable area for the materials receipt, or the goods will need to be returned, and any costs associated with the failed delivery will still be incurred. If you have any doubts, please contact us for further details.
CHECK YOUR ACCESS
Please make sure that there are no overhead obstructions, such as overhanging trees or cables. Also, please inform us of any height restrictions on the delivery route, as this could prevent delivery.
We do NOT deliver using a crane or hiab offloading vehicle unless by special request, which will need to be confirmed by one of our staff.
CALL TO AGREE ON YOUR DELIVERY TIME
All deliveries are normally made within 3-5 working days for orders placed before noon, Monday to Friday.
The dispatch team will contact you before we deliver to notify you of an expected time of arrival. This is normally 1-2 days before the delivery day. Deliveries will be between the hours of 8 am and 6 pm, and are normally not on weekends or bank holidays.
We also offer a next-day service for decorative aggregate products on orders placed before 11.30 am on Monday to Friday. Orders with this delivery option that are received after 11.30 am on a Friday will be processed with priority on the following Monday.
For all other specific delivery requirements or requests, please contact Stone & Surfaces Direct on 0330 1280776. Our lines are open between 8 am and 10 pm, 7 days per week.
PARCEL DELIVERY
Our parcel delivery service is offered for the lighter products that we dispatch, which do not have to be transported on a pallet. A single parcel can weigh up to a maximum of 30 kg and is used to transport the liquid-based products and sheet veneer. This means the parcel will vary in size, and in the case of the slate veneer, this will be similar in size to the product you order.
NO CRANE DELIVERIES
All deliveries are made by our 3rd-party courier, Pallet Track, using a tail-lift & hydraulic pump truck to move the pallet. Please note that NO CRANE or HIAB is used or facilitated during any part of the delivery.
ACCESS
Our 3rd-party delivery drivers need clear access to your property to be able to complete your order. Please notify us if any potential restrictions or circumstances could affect your delivery, such as schools, weight, or parking restrictions.
AGGREGATE ORDERS
If your order includes natural stone chippings, please note that they are sent directly from the quarry without pre-washing. Initially, they may be dusty, so we recommend washing them to reveal the natural colours and tones properly.
MULTIPLE DELIVERIES
After purchase, your order may be dispatched from various locations, resulting in deliveries at different times on the specified day. Our 3rd-party delivery partners aim to contact you in advance of these times.