Delivery Policy

Delivery Policy

Please read these guidelines before placing your order to make sure your delivery goes smoothly. If you have any questions or need special delivery arrangements, email us at trade@tradepave.co.uk and we will be happy to help.

At a glance:

  • Delivery is charged on every order, based on your postcode.
  • Standard delivery only: 3 to 7 working days.
  • Pallets are delivered kerbside, at ground level, on a flat, hard surface.
  • A signature is required on delivery.
  • Redelivery charges apply if a delivery fails.
  • Report any transit damage in writing within 72 hours.

Delivery charges

  • Based on your postcode: delivery charges depend on your delivery postcode. Enter your postcode at checkout to see the exact cost before you order.
  • Remote areas: deliveries to some remote postcodes, such as the Scottish Highlands, islands or congestion zones, may cost more. This is included in the price shown at checkout.
  • HI-AB (crane offload): available on request for an extra charge. Email trade@tradepave.co.uk before ordering and we will quote you.

Delivery times and tracking

  • Standard delivery: usually 3 to 7 working days. We do not offer express, timed or specified-day delivery.
  • Delivery hours: deliveries take place between 8am and 6pm, Monday to Friday.
  • Tracking: we will email you tracking details once your order is dispatched. Tracking usually becomes active on the morning of your delivery day.
  • Delays: we do our best to deliver within the estimated time, but delays can happen because of traffic, weather or transport issues. Please do not book tilers, contractors or other tradespeople until your goods have arrived and been checked. We are not liable for any financial loss, delay costs or other expenses from tradesperson bookings.

Pallet deliveries

  • Kerbside delivery only: orders arrive on pallets by heavy goods vehicle (usually an 18-tonne lorry) with a manual pump truck. We can only deliver to, or collect from, ground-level locations on a flat, hard, smooth surface such as concrete or tarmac.
  • Surfaces we can't use: pump trucks cannot operate on grass, gravel, steep slopes or unpaved driveways. In these cases, the driver will leave the pallet at the nearest safe kerbside point.
  • No delivery over fences or walls: without HI-AB, goods cannot be lifted over a fence or wall. A two-person installed delivery service is not available.
  • Property access: drivers are not insured to enter private property or move goods inside it. If you ask a driver to move a pallet onto private property, such as a driveway, this is entirely at your own risk.
  • Access restrictions: the delivery site must be accessible for an 18-tonne lorry and free of obstructions such as parked cars and overhanging trees or hedges. Tell us in advance about narrow roads, low trees, sharp bends or heavy street parking, so we can send a suitable vehicle and avoid a failed delivery.

Accepting your delivery

  • Signature required: every delivery must be signed for. Make sure an adult is available on the delivery day. If the outer packaging looks damaged, or you can't check the pallet straight away, sign the delivery note clearly as "DAMAGED". Take clear photos of the pallet before unwrapping it.
  • Redelivery and storage fees: if a delivery fails because no one was available to sign, or access was blocked without notice, a redelivery charge of £40 per pallet applies. Storage fees may also apply, depending on how long the delay lasts.
  • Unloading heavy goods: deliveries are made by a single driver, who is not allowed or insured to move goods off the pallet into your property or garden. Please arrange enough help on site to unload safely. If you ask the driver to help with lifting, this is at your own risk.
  • Packaging: drivers cannot take away packaging or pallets. You are responsible for disposing of them.

Damages and claims

  • Order extra for cuts and wastage: we pack and quality-check every item before dispatch, but stone and tile are heavy and fragile, so minor transit damage can happen. We recommend adding 10% to 15% to your total square metres to cover cuts, site wastage and minor damage.
  • Check on arrival: inspect the outside of your delivery straight away. If you see damage, sign for it as "DAMAGED" and take several clear photos of the pallet and goods as they arrived.
  • Unwrap carefully: damage caused while unloading, unwrapping or handling goods on site is not covered. Claims only apply to damage that happened in transit. We recommend taking photos or video as you unwrap.
  • Report within 72 hours: you have 72 hours from delivery (including weekends and bank holidays) to unwrap, count and report any transit damage, in writing by email to trade@tradepave.co.uk.
  • Email only: damage claims must be made by email. Reports by phone, live chat or social media are not logged as official claims.
  • One claim per order: check everything before you claim, as we accept only one combined damage claim per order. Include the exact number of damaged pieces and clear, well-lit photos. Claims without photos or full details may be rejected after 7 days, even if first reported within 72 hours.
  • Don't fit or throw away damaged items: do not install, fit or dispose of any damaged items until we have given you written instructions. Fitting or disposing of items counts as accepting them as delivered, and you will lose the right to a refund or replacement. We may need to inspect or collect damaged items.

Our liability for damages and claims

This policy forms part of our terms of sale. Nothing in it affects your statutory rights under the Consumer Rights Act 2015.

1. Replacements or refunds for transit damage

We will promptly replace damaged pieces or refund them pro rata if:

  • the damage is reported within 72 hours with clear photos; or
  • the damage is reported after 72 hours but within 30 days of delivery, with clear evidence that it happened in transit (for example, photos of an unopened pallet with damage inside, or broken original strapping).

2. What is not covered

  • Moving or unwrapping: damage caused while moving or unwrapping goods.
  • Reported between 72 hours and 30 days without proof: stone and tiles can be damaged when moved, handled or stored on site after delivery, so late claims without proof of transit damage do not qualify for a free replacement or refund.
  • After 30 days: damage claims made more than 30 days after delivery do not qualify for a free replacement or refund. For issues or hidden defects reported between 30 days and 6 months, we may offer a solution such as discounted replacement stock where appropriate.
  • Installation: damage caused while installing or cutting products.

3. Natural characteristics and minor variations

Natural stone, timber and porcelain naturally vary. The following are not defects and cannot be claimed for:

  • natural variation in colour, tone, veining and surface texture, such as riven surfaces or hand-split edges in sandstone and limestone;
  • minor hairline cracks, micro-chips or small flakes on the underside or edges that do not affect strength or appearance once laid and grouted.

4. Rejecting a delivery because of damage

Damage to some pieces does not make the whole order faulty. Damaged pieces are dealt with by replacement or partial refund. You cannot reject a whole delivery, or return it at our cost, because of partial transit damage. If you refuse a full delivery at the door, or return it because of damage to some pieces, standard return charges apply under our Returns & Cancellations Policy.

Contact us

If you have a question about your delivery, want to report a problem or need help planning your order, email us at trade@tradepave.co.uk.