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Please note that the delivery will NOT be on a Hi-Ab vehicle, so cannot be craned off. All deliveries are made with a tail lift offload. If you are ordering a large quantity (10 tonnes or more) we can sometimes arrange alternative offload so please call us on 03102 354500 to discuss. 

Goods will be placed as near to your property as the driver deems safe. It is at the drivers discretion whether the goods are left kerbside or on your property. If the driver considers your access unsuitable for whatever reason they are within their rights to refuse to unload the pallet or leave it as near as possible to the required destination. Vehicles are not insured to enter your premises. 

The driver will unload using a tail-lift offload and manual pallet truck to push or pull the goods into position. The pallet truck can only be operated on a flat, level and solid surface which is free from grass or gravel. The driver will be unable to push or pull the goods up any sort of incline or pull the pallet truck over uneven ground. 

You do not need to be at the property to accept the delivery. However, as we can only guarantee a kerbside delivery, we do recommend it. The drivers will where possible, deliver the goods to the requested location and leave without a signature.

We aim to make all of our deliveries on the desired delivery date, however please note that all deliveries are subject to weather conditions and stock. Our friendly Customer Experience Team are here to assist you with any queries relating to delivery and will be happy to help with making amendments.

Delivery Terms

Before placing your order it is key that as the customer you understand and take full responsibility of this important delivery information. The Stone and Garden Company will always endeavour to satisfy your delivery requests however by agreeing to our terms and conditions it is the customers responsibility to ensure that circumstances and conditions are correct for the safe completion of delivery.

It is at the delivery drivers discretion whether or not these circumstances and conditions are deemed to be safe and suitable for the delivery to be completed. We do not accept any liability for the consequences resulting from the positioning of pallets or bulk bags by the delivery driver.

These vehicles need a firm level surface to unload on and you must ensure that the delivery vehicle will have safe access to the unloading point. Deliveries are kerbside and where possible the driver will try and leave your delivery where requested. In some cases we may require a 'drop-kerb' in order to deliver. The lorries use small pump action trolleys to manoeuver the pallet around therefore it is key that the surface is level, these trolleys are designed to be used on concrete, tarmac or block paved areas they are unable to be used on gravel, soil, earth, uneven or loose ground. Please be aware that our lorries cannot deliver onto any form of slope, hill or incline.

Once you have selected your postal area on your selected product page we are able to give you exact cost. Our pallets and bulk bags are non-returnable and we would like to encourage the recycling of all such products.

The Stone and Garden Company is keen to meet its customers individual delivery requests and we will always do our utmost to satisfy these demands. We are happy to deliver without the customer or representative present however we can accept no liability for any damage, theft or deterioration to the items delivered.

The Company will not accept liability for non-delivery, where this is caused by circumstances beyond its control. If the delivery is unable to be completed or refused by the customer, the customer will be responsible for the delivery cost and any cost incurred by The Stone and Garden Company to have the goods returned.

Returns and Re-Delivery

The customer has the right to cancel any order. However any cancellation must be made prior to dispatch, this means if the product is ordered before 12 O'Clock midday this must be cancelled by 2pm on the same day. If ordered after 12 O'Clock midday, cancellation must be made before 4pm the following day.

Cancellations should be made in writing via email. All cancellations must be sent to Customer Services - [email protected] Please ensure you include your full name, order number and delivery postcode

Customers may return the goods at their own expense to the aforementioned address within 7 working days from the day following the date of delivery or we will collect the goods and charge you the cost of return which will be a minimum of £60 per pallet plus any zonal charges.

Returned loads, if cancelled on route, will incur a return delivery charge of £60 per pallet, this will be deducted from any refund due.

Please note where a delivery cannot be made on the due date due to acess issues or unforeseen circumstances, we will attempt a re-delivery at your request for a minimum charge of £36 per pallet. If you have any queries relating to this or any other issue please call us on 01302 354500.