Typical Dispatch Window: 3–5 Working Days Kerbside Delivery* to Most Postcodes
- Delivery is usually arranged within 3–5 working days after an order is placed. Remote or non-standard postcode areas may take longer.
- Please do not book builders, landscapers, or hire equipment until you have received your full order on site.
- Where a delivery date has been pre-arranged, we will make every effort to meet it; however, we cannot accept responsibility for delays caused by matters outside our control.
- It is the customer’s responsibility to inform us of any access restrictions before ordering. If nobody is available to sign, or the property is inaccessible and the driver cannot unload, re-delivery charges will apply. These are costs imposed on us by the delivery network.
- Please inspect goods at the point of delivery before signing the POD (delivery note). If you believe there is any issue, accept delivery and sign as “Damaged” to avoid re-delivery charges, then contact us immediately. Labels must be provided.
- During peak time, the third-party pallet network may experience delays (we use Palletways). These delays are outside the control of paving suppliers. Once an order is confirmed and dispatched, both parties share the risk of potential network delays. Any return request made solely on the grounds of delivery delay will be treated as a customer-initiated return.
Please do not schedule builders or hire tools before delivery to avoid avoidable losses due to unforeseen delays.
The ETA provided by our team is system-generated via the third-party pallet network and can occasionally differ from the actual arrival time. Delivery is handled through a relay system involving multiple depots and hubs. Based on experience, small and infrequent delays can occur and are generally accepted within pallet logistics. Once the network chain is in motion, no single party can control every stage, so booking labour or equipment too early can create avoidable costs.
Chargeable Delivery Postcodes
Some postcodes fall outside our FREE DELIVERY zone. Please email sales@pavingslabsdirect.co.uk for the surcharge applicable to your area. If you are in one of the surcharge zones below, contact us before purchasing and follow the Delivery Surcharge link for payment.
We are accepting orders for delivery to Northern Ireland at present.
The following postcodes are outside the free delivery zone
Postcodes Subject to Surcharges
| Delivery Zone | Postcodes | Surcharge per pallet |
|---|---|---|
| 29 | EC50, 88, WC1, 2, 99 | £12 |
| 7 | DG1-7, 10-14, 16, DT1-11, EH4-38, 43-49, 51-55, 91, 95, 99, EX1-24, 31-39, FK1-7, KA1-26, 29-30, KY2-5, LD1-8, LL40-49, 51-56, 58-78, PA1-19, PL1-21, 95, SA2-3, 16-17, 19-20, 31-44, 61-72, SY10-11, 15, 16-19, 21-22, TA1-5, 7, 11, 13-24, TD1-2, 4, TQ1-14 | £20 |
| 8 | DD1-11, DG-8-9, EH1-3, 39-42, FK8-21, KY1, 6-16, 99, LL35-39, PH1-7, 11-14, PL22-35, SA45-48, SY20, 23-25, TD3, 5-15, TR1-27, 93 | £30 |
| 9, 10 | IV1-3, KW1-3, 5-14, PH8-10, 15-18, 19-26, 30-41, 49-50 | £34 |
| Others | GY, HS, IM, IV4-28, 30-32, 36, 63, 99, 40-49, 51-56, JE, KA, KW, PA, PH42-44, ZE | Price on Application |
| Northern Ireland | Belfast BT(1–18) | £68 |
| Rest of Northern Ireland | Belfast BT(19+) | £73 |
If an order is placed outside the standard delivery area and the surcharge is missed at checkout, we will email a surcharge payment request. Delivery will only be arranged once payment is received. If the surcharge is refused, the order will be cancelled and refunded.
We normally review delivery areas on the order date. If a remote area surcharge applies, we will notify you. If the surcharge is not paid promptly, the original estimated timeframe of 3-5 working days may no longer be achievable.
Our prices include tail lift kerbside delivery by the local depot. Click to View Video
Kerbside Delivery
Delivery is facilitated by third-party couriers equipped with tail-lifts and manual pump trucks. They provide kerbside drop-off or delivery to the nearest access point on a hard surface only.
Narrow Road Policy
In the UK, third-party pallet delivery companies typically use 18-tonne vehicles for deliveries. If your road is narrow and unsuitable for an 18-tonne vehicle, some depots may be able to arrange a 12-tonne vehicle where possible.
If your road can only accommodate a 7.5-tonne vehicle, a repacking fee will apply and 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.
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.
Returns and Refunds With Charge
14 Days Returns
Our returns and refunds policy complements your legal rights. Our delivered prices already include the delivery cost. If a customer decides to return the products, the incurred delivery cost will be covered by the customer.
We strongly recommend you first check the labels on the pallet against your order upon receiving the goods, as delivery companies can make mistakes. Only open the packaging after confirming the items match your order. If the wrong goods are delivered and need to be returned, improper repackaging may lead to rejection by the return delivery company.
Cancellation of Your Order and Return in 14 Days
To cancel or make changes to your order, please contact us as soon as possible by emailing sales@pavingslabsdirect.co.uk. Please note that once dispatch has occurred, additional fees for delivery, collection, restock fee or administration may apply.
- If you decide to return your order, you have 14 days from the date of receipt to inform our sales team. The item must be full pack, unused and unopened, in new and saleable condition, and returned in its original packaging. Please note that only full packs can be returned.
- Once products are delivered, our contract with the delivery company for that order ends, and returns are the customer’s responsibility. If we assist in arranging a return, then upon successful return and inspection we will deduct £85 per pallet (including VAT) to cover the original delivery charge (third-party partner cost) and £30 per pallet for restocking and inspection (third-party warehouse cost).
- The return cost for Northern Ireland orders is £340–£355 per pallet. As a principle, we only offer refunds for breakages exceeding 7%. We strongly advise customers in Northern Ireland to order a little extra to cover potential breakages or shortfall, as delivery costs are high and consignments are dispatched from Ipswich, England.
- Each delivery costs approximately £85 per pallet. If an order is returned, original and return transport together is around £170, plus the warehouse handling/restocking fee of £30 per pallet. Please consider this carefully before deciding to return goods.
- Once products have been dispatched, any cancellation request will be subject to applicable charges. A refund will be issued after deducting all incurred costs, including delivery and handling.
- If the delivery depot lacks an appropriate tail lift for pallet lifting, responsibility for arranging a return solution falls upon the customer.
- Upon receipt and inspection of returned products by our warehouse team, we will issue a refund for the price paid for your order, excluding delivery, restocking and inspection charges. The refund will be processed within 2-4 working days.
- Full return costs will be provided when arranging the return and all details will be confirmed in writing before collection is scheduled.
- If the original packaging has been opened or requires improvement, it is the buyer’s responsibility to repack the goods at their own expense for safe return. The Company will not cover repacking costs.
- Failed collections resulting from non-compliance with our returns policy will incur a £78 charge to cover the company’s costs of rescheduling the collection.
- Please carefully inspect your goods upon delivery. If you notice any damage, sign for the goods as “Damaged”.
- In the event of damage, contact sales@pavingslabsdirect.co.uk with your order number and pictures of the broken items within 24 hours. Our team will aim to respond within 48 hours.
- For further information, please refer to the checklist tab on each product page, which outlines key policies.
- Please note that we cannot offer refunds or replacements for items that have already been installed.
- During unpacking or transportation, edges or corners may get chipped. Such chips do not affect performance and are usually hidden once the patio is finished; these chips are not eligible for claims.
- Once samples have been dispatched, they are non-returnable and non-exchangeable under any circumstances. Samples are provided solely to assist customers in viewing and selecting materials. We charge only for packing and delivery; the samples themselves are not charged.
Damages and Breakages
- Every effort is taken to ensure goods arrive undamaged; however, as a natural product, breakages can occur. In line with industry standards, compensation does not cover damage up to 0–7% of the total order. Proportional refunds are provided for damage between 7% and 20%. Replacement materials will only be considered where overall damage exceeds 20%, and clear images must be provided showing the extent and nature of the damage (for example, crate drops or mechanical impacts).
Further Information (very important)
Whilst we will always make every effort to deliver products on the agreed delivery date, we cannot be held responsible for matters beyond our control that result in products not arriving on the day in question.
Please do not book tradespeople or hire equipment until you have received your order.
In the unlikely event your products do not arrive on the scheduled delivery day, we will normally be able to deliver the next working day.
To keep costs low we use the most economic method of delivery.
THIS POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS
In the paving stones industry, almost all online stores rely on third-party pallet networks for delivery. This is standard practice across nearly all companies in the sector, and deliveries are sometimes not as fast as one might expect.