In order to make your purchase and delivery of your order as smooth as possible, we advise reading our checklist before placing your order.

We strongly recommend that you register with your mobile number and email before making a purchase. This will allow you to easily track your order status after logging into your account. Your phone number will be used by the delivery partner's local depot to coordinate the delivery time with you for Booked In arrangements.

Split Packs Policy

  1. 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.
  2. 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

Delivery and Returns

  1. We gladly accept returns within 14 days, provided the product remains in its original packaging (full pack) and is in resalable condition.
  2. The customer is responsible for arranging a return at their own cost, ensuring that the product is packed, secured and safe for transit. Customers may instruct us to organise the collection, this is a chargeable service and the following process applies, see below:
  3. We will request pictures of the order to ensure it qualifies for return. Please note that we can only accept returns of full packs. The return order will cost £200 per crate (including £85 for original delivery, £85 for return, and a £30 restocking fee inclusive VAT). Refunds will only be issued to the original payment method used for the purchase.
  4. Check your delivery postcode to see if you are eligible for FREE delivery - see our "Delivery" Tab for areas not covered and get in touch for a quote.
  5. Deliveries normally take place Monday to Friday, excluding Bank and public holidays, between 8am and 5pm Monday to Friday.
  6. Once the products are dispatched, a delivery fee will be incurred. If the customer cancels the order after the products have left the warehouse, a delivery fee will be charged.
  7. We strongly recommend that you first check the labels on the pallet against your order upon receiving the goods, as delivery companies sometimes 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.

More Information for Delivery (very important)

Breakages and Damaged

  1. Please ensure you order a minimum of 10%-15% extra to cover the occasional breakages that may occur in transit, installation and those that you may wish to deselect for aesthetic purposes. If you are ordering a patio pack and this percentage falls below a full crate, we would advise ordering a split crate from either the 900x600 or 600x600 size and cutting them to the required size.
  2. The first 7% of transit damage to your total order is not covered. Damage between 7% and 20% will be refunded on a pro-rata basis (typically, this portion is refunded, and replacement is not provided). Replacements are only sent if the overall damage exceeds 20% and we receive clear pictures showing the extent and scale of the damage. Therefore, please order an additional 10%-15% surplus rather than purchasing an exact amount to match your measurements. This will account for potential damage and the waste caused by cutting for aesthetic purposes, helping to avoid delays.
  3. Please report breakages including as more as possible of pictures evidencing the scale of the damage to sales@stonepavingdirect.co.uk within 24hrs of receiving the goods. The label on crate or pallet must to be provided.
  4. Split packs require additional handling by the UK warehouse workers, 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 customers purchase full packs. If a customer accepts split packs, it means they agree to assume the associated risks.
  5. During unpacking or transportation, edges or corners of slabs may get chipped. These damages are not eligible for claims. Such chips do not affect the performance of the slabs and are usually hidden once the patio is finished.
  6. Due to the nature of the exterior stone cladding, pieces maybe become loose from the main panel, these can be easily glued in correct place when installing the cladding to the required surface, they are unlikely to break.

Variations in colour and texture:

  1. The colours and textures displayed in the paving slabs products images reflect a specific batch of natural stone paving or porcelain paving products, laying technique, sealing or not condition, wet or dry conditions, water-staining or not, and photography setup. Achieving an exact match to the displayed effect of images is uncertain in paving slabs industry.

Purchase an Ample Quantity to Avoid Subsequent Replenishments.

  1. To reduce the need for future replenishments, it's advisable to buy all your required quantity at once. While our factory endeavors to ensure consistency in color and design across different batches of the same product, there's a slight chance of minor variations between batches. Thus, we urge you to make a sufficient initial purchase to prevent the need for subsequent replenishments, which could potentially involve products from varying batches.

Returns and Refunds

  1. Please refer to the full policy here - Returns & Refunds

Secure Payment Methods

  1. Please note that we do not accept large online payments due to the high risk of credit card fraud. For large orders, we only accept payment via bank transfer. We simply cannot assume the risk associated with significant amounts, as past fraud has resulted in substantial losses for us.