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 prior to 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 needs to be flat, level and solid tarmac or concrete. We cannot deliver onto sloping ground, as the tail lift must be able to lay flat on the ground. If this is not possible by 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 off loading vehicle unless by special request which will need to be confirmed by one of our staff.

CALL TO AGREE YOUR DELIVERY TIME

All deliveries are normally made within 3-5 working days, for orders placed before 12pm Monday– 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 prior to the delivery day. Deliveries will be between the hours of 8am and 6pm, and are normally not at weekends or on bank holidays.

We also offer a next day service for decorative aggregate products on orders placed before 11.30am on a Monday to Friday. Orders with this delivery option that are received after 11.30am 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 8am and 10pm 7 days per week. 

PARCEL DELIVERY

Our parcel delivery service is offered for the lighter products that we dispatch, that 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. 

We offer delivery to England, Wales and Scotland*

Excluded locations: Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands, Northern Ireland.

* Certain postcodes in the North of Scotland  may incur additional charges. We will notify you if this applies. 

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 there are any potential restrictions or circumstances that could affect your delivery, such as: schools, weight and parking restrictions.

AGGREGATE ORDERS

If your order includes natural stone chippings, please note 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 despatched 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.

ON A ROLL PRODUCTS

Please see our video guide for concrete on a roll. 

Please ensure you notify us within 24 hours of placing your order of any changes, amendments, or potential issues with your delivery.

Please note you are responsible for the disposal of all packaging and pallets.