FREQUENTLY ASKED QUESTIONS - Payment, Prices & Vat

What payment methods can I use?

All of our payment methods are listed below, payments can be made via most major credit and debit cards. We only use secure facilities to process your payments. These facilities adhere to the highest levels of online security and enforce stringent levels of fraud screening. This ensures that your details remain safe and secure throughout the order placement and transaction process.

 Visa

 MasterCard

 Maestro

 Electron

 JCB

 Verified by Visa

 MasterCard SecureCode

Is Vat included in the price?

Yes, our prices listed include standard Vat at 20%.

Can you offer me Trade or Bulk discounts?

Yes we can.  If you are a Tradesman and you wish to apply for a trade account, we can offer discounts on our products. You are only eligible for this if you are self-employed and are part of a business or organisation. If you are ordering in bulk, call us. Even if you are a private customer we can offer discounts on large or bulk orders.

FREQUENTLY ASKED QUESTIONS - Refunds & Cancellations

Can I return my order if I don’t like it?

Yes, providing the material and its packaging are in the same condition as when it was despatched and delivered to you. It is the responsibility of you the customer to return the goods back to us at your own cost. Depending on the pallet size, this can be at a cost of anything from £50-£100 per pallet. Please note that returns will only be accepted within 7 working days following receipt of the goods.

What if some of my order is damaged or broken?

We will replace any material that arrives damaged or broken. We will require images showing the breakages or damage and the quantities. We must be advised of any damages within a maximum of 5 days. Any notifications of damage after 5 days will not be considered or replaced. You will also be requested to keep any broken materials as we may require these for insurance purposes. Once your material has been used or laid, we will not be responsible for any breakages or damages.

Can I cancel my order?

Yes you can cancel your order without cost providing it has not been despatched. We prepare your order very quickly. If your order has been despatched, you the customer will be responsible for the costs of returning the material back to us. These costs can vary from £50-£100.00 per pallet.

FREQUENTLY ASKED QUESTIONS - Products

Are all of the products within your website always in stock?

In most cases yes, however some more popular products can become out of stock on occasions. If we are out of stock of a product that you have ordered, we will notify you by email immediately. All of our products are of the highest quality. This makes them very popular. If we are out of stock of a product that you have ordered or wish to order, it’s still worth waiting for.

Are your products ethically sourced?

Yes, it is important that you purchase your products from an ethical source. We are pleased to confirm that the supply of our products comply with the Ethical Trade Initiative. We purchase our products from ethical suppliers and quarries with good working conditions. These are visited regularly to inspect that these conditions are being adhered to.

What Paving thickness should I have?

This depends on the environment of the area that you wish to lay the product. 20mm upwards is a must for external patio areas where you have medium to low footfall. If you are looking to use the material for your driveway or within a commercial environment, a 50mm depth upwards is essential. If you are unsure, it’s always best to call us for advice.

Are your Paving products calibrated?

Yes most are. We believe in the supply of quality products. That’s why most of our range of Paving is calibrated. Although you pay a small premium for calibrated paving, this can make a huge saving on your overall project. Some Paving materials have a depth variation of approximately 20-35mm thick. Imagine the extra groundwork involved in laying a non-calibrated Paving. You will pay a small premium for a calibrated product but your groundwork costs will be lower. Imagine the extra ground work costs from laying a product with a random depth. Ask your builder or landscaper for a breakdown of costs as a comparison. You will be pleasantly surprised.

Are the images on your website a good representation of the product?

Yes, definitely. However, it’s essential that you understand that our natural products have colour and texture variations. We believe that this is what makes them beautiful, but you may not. When ordering from our natural stone range, please be aware of such variations. Some natural stone products are more prone to variation than others. Some have very little. It’s important that you consider the lifespan of the product that you are buying. Most customers only want to invest once in a lifetime for a big patio or garden project. Although some man made products have little colour variation, their lifespan can be a lot lower than a quality natural product. Colours can fade more quickly. Natural products will weather but will maintain their colours and appearance longer. These days the difference in cost between Manmade and Natural materials is minimal. In some cases, Natural Stone can be more cost effective.

It’s your choice.

Can I request a sample?

Of course, we can supply small or full size samples of all of our products. Clink the sample tab on the menu at the bottom of our homepage. Fill in the sample request form and click send. Some samples are chargeable, but will promise to refund the cost of these should you complete the order with us.

Can I order quantities that are not listed on your website?

Yes, give us a call with your enquiry. However our full and part packs that are listed within our site are priced more competitively. You can always call us to compare.

How much weight is in a bulk bag?

All weights in our bags are approximate. Although we can advise that our bulk bags will weigh between 850-900kg approximately. This is standard within the industry. We only use quality consumables (bulk bags), in some cases our bags are slightly larger than the norm to enhance their quality and safety. This can give the visual impression that they are under filled. This is not the case as the bag will weigh between 850-900kg. We may even write the weight on the bag for your reference.

How much weight is in a poly bag?

Our poly bags are bagged using the latest technology. They are bagged through the latest bagging machine robots which digitally measure the weight of each poly bag. Even so, we still have to allow tolerances which will mean the weight of the bag will be approximate. Therefore the weight of our poly bags are 25kg approx..

FREQUENTLY ASKED QUESTIONS - Delivery

Do you charge for delivering my order?

Yes we do. Delivery costs are not included in the listed price. However, we are still very competitive once the delivery costs are added. By entering your postcode in checkout, you will receive a delivery cost for your order. We keep the product and delivery costs separate as we believe you are entitled to know a breakdown of costs. Some online retailers hide the delivery cost or claim that it is free. We believe that you should know what you are paying for. Remember, unlike most, we do offer a Hiab offload service to many areas of the UK. This is obviously postcode dependent, so double check that your delivery addresses is eligible for a Hiab delivery. If it’s not, don’t panic, we will deliver via a courier.

Does the delivery cost include VAT?

Yes, our delivery charges include VAT.

How long does delivery take?

It depends, approximately 2-3 days via our network of couriers or 3-5 days via our Hiab offload vehicles. Please note that this can change via circumstances that are out of our control or if a product is out of stock. We would obviously notify via email if your order was subject to a delay.

Do you offer an express delivery service?

Yes, we appreciate that you may require your order urgently. If this is the case, give our team a call. We can arrange an express delivery, please be aware that this will be subject to additional delivery costs.  We can quote for this upon request.

Do you offer a Saturday delivery?

Yes we do, give our team a call to discuss your requirements as we will be happy to quote for a Saturday delivery.

Can you tell me the exact time of my delivery?

Unfortunately not, we can only give an approximate ETA. Delivery times are approximately between 8am-6pm. If you require an AM delivery, please call a member of the team to discuss.

How big are the vehicles that are delivering my order?

Our Courier Vehicles are approximately 9.9m long x 2.5m wide x 3.6m high.

Our Hiab Offload vehicles are approximately 11.6m long x 2.6m wide x 3.9m high.

What do you mean by a Courier delivery?

Like most online retailers that supply bulky products and pallets, this will arrive via a vehicle that will offload via a tail lift and pump truck.  Be aware that this type of delivery requires flat even surfaces without inclines or declines.

What do you mean by a Hiab Offload Delivery?

This type of delivery will arrive via a vehicle with the capability of being unloaded via a Hiab crane. This type of delivery tends to be more desirable as the driver can usually reach further and place your goods where you want them. It is still the responsibility of you the customer to inform us of any restrictions that may jeopardise your delivery. Even when opting for a Hiab Offload delivery. Once the delivery has been made, the responsibility of the materials is yours. So be sure not to agree for the materials to be unloaded in a dangerous place or area that may obstruct other people.

Do I need to be present for my delivery?

Yes, the driver will require a signature for the goods. This also means that there is more chance of the driver placing the products where you require them.

Will you deliver to the front or the rear of my property?

All materials are delivered to the front of your property via the kerbside.

Will my whole order arrive at once?

Generally yes. However, if may be ordering various products from multiple suppliers and origins. This may on some occasions separate the order into more than one delivery. If this is the case, we will notify you via email.

      Telephone: 0844 826 3252

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