To ensure a seamless purchasing experience, we recommend reviewing our checklist before placing your order:
Please don't schedule builders or hire tools before delivery.
The ETA (Estimated Time of Arrival) 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, and this is generally accepted in pallet transport logistics. It is 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.
For customers who wish to purchase more than one full pack of a single-sized product, split packs (for paving slabs) are available. These split pack options are intended for customers who need additional single-sized slabs after purchasing full packs but still cannot complete their project. If you have not reviewed this term and have only purchased a split-pack order, we can still proceed with your delivery once you agree to the small order terms. Small Order Policy
Ensure you order an additional 10%-15% to account for potential damage during transportation and installation, as well as losses incurred from cutting for aesthetic purposes. This will help prevent the project from being left incomplete and avoid possible regret later. If you are ordering patio packs and the percentage falls below the total quantity of the crate or crates, consider ordering individual split crates in 900 x 600 or 600 x 600 sizes and cutting them to your desired dimensions.
To reduce the need for future replenishments, it is advisable to purchase the full required quantity at the outset. While our factory endeavours to maintain consistency in colour and design across different batches of the same product, there is always a slight possibility of minor batch variation. Therefore, we strongly recommend making a sufficient initial purchase to avoid the need for later replenishment, which may involve products from a different batch.
In the UK, third-party pallet delivery companies typically use 18-tonne vehicles for order deliveries. If your road is particularly narrow and unsuitable for an 18-tonne vehicle, some depots may be able to arrange delivery with a 12-tonne vehicle where possible.
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.
The return cost for Northern Ireland orders is £340-£355 per pallet. As a general principle, we only offer refunds for breakages exceeding 7%. Therefore, we strongly advise customers in Northern Ireland to order a little extra to cover any potential breakages or shortfall, as delivery costs are very high and all consignments are dispatched from Ipswich, England.
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 500 kg, a 7.5-tonne vehicle may be arranged without additional charges, subject to availability at your local depot.
Damages:
In accordance with industry standards, damage of up to 7% of the total order during transportation is not subject to compensation, and where damage exceeds 7% but does not exceed 20%, compensation will apply only to the portion exceeding 7% on a proportional basis, while replacement materials will only be provided where the overall damage exceeds 20% of the total order, subject to clear photographic evidence demonstrating the extent and scale of the damage, and to minimise the risk of shortfall due to breakages, customers are strongly advised to order an additional 10%–15% material based on the total project size.
Split packs require additional handling by UK warehouse staff, including unpacking and repackaging, which is not as secure as the original packaging from the overseas factory. This increases the likelihood of damage and chipping during transportation. Therefore, we recommend that customers purchase full packs wherever possible. If a customer accepts split packs, it means they agree to assume the associated risks.
During packing, unpacking and transportation, edges or corners of slabs may become chipped. These small chips are not eligible for claims. Such minor chipping does not affect the performance of the slabs and is usually concealed once the patio is completed. Builders and homeowners can also repair chipped edges relatively easily.
We will refund the value of a successful claim. Please note that we do not normally provide free replacements.
⚠️ 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 intended surface, these fragments can usually be reattached easily and are less prone to breakage. Claims for natural stone strips becoming 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, texture, and sparkle:
The colours, textures, and sparkle shown in the product images for paving slabs reflect a specific batch of natural stone paving or porcelain paving, as well as the laying method, whether sealed or unsealed, wet or dry conditions, water staining, and the photography setup. Achieving an exact match to the appearance shown in product images is not guaranteed in the paving slabs industry.
Natural stone varies in colour, texture, and sparkle. Perfect uniformity is simply not achievable. If a customer expects exact consistency across all pieces, we strongly advise against choosing natural stone. More details about machine-cut natural stones.
If a customer places a second order for porcelain tiles using the same account, we will proactively enquire whether colour matching with the previous batch is required. However, if the customer does not inform us of this requirement in advance, or places the order using a different account, we may be unable to identify the relevant order history. As porcelain tiles are batch-produced, slight colour variation between different batches may occur. In such cases, the customer shall bear responsibility for any discrepancies.
Should you have any lingering questions, we strongly advise a thorough reading of our Terms and Conditions. By placing your order, we presume that you have carefully reviewed and accepted our terms and conditions.
We provide Premium Delivery under conditions
In the paving stone industry, almost all online retailers rely on third-party pallet networks for nationwide delivery. This is standard practice across the sector, and as a result, deliveries may occasionally take longer than expected. The delivery timeframe depends entirely on the method selected: standard or premium. Some higher-priced retailers offer premium delivery, which typically arrives within 2-3 days. As we offer more competitive pricing, our default service is standard delivery, which generally takes 3-5 days. However, if you require faster delivery, we do offer premium delivery for an additional surcharge.