At Stone & Surfaces Direct, all orders - whether for tiles, aggregates, or paving - are securely packed on a pallet. Depending on the product, they’ll arrive in a wooden crate, wire frame case, or bulk bag.
We work with several reliable third-party couriers, with Pallet Track being one example. These couriers deliver using a tail lift and hydraulic pump truck system, which enables safe offloading when delivering.
Kerbside delivery is standard on all orders. This means the goods will be delivered to the closest accessible point near your property.
Drivers may attempt to deliver onto your property at their discretion if:
The ground is flat, solid, and hard-surfaced (e.g. tarmac or concrete).
There is a drop kerb directly adjacent to the property.
Delivery is not possible on gravel, grass, sand, steep gradients, or over walls, steps, or fences.
Please note that no crane or HI-AB equipment is used, as all orders are collected directly from their respective origin and are made using tail lift and pump truck systems.
Deliveries are made between 9:00 AM and 6:00 PM on the scheduled day.
A delivery ETA (estimated time of arrival) is usually provided by the third-party courier on the morning of delivery via text.
If you do not receive an ETA, you're more than welcome to contact us - we’ll gladly chase it up and provide one on your behalf.
If you suspect there may be any difficulties with access to your property, such as narrow roads, tight corners, limited space, or issues relating to any of the above for an 18-tonne vehicle, please let us know in advance.
Please alert us by email or phone within 12 hours of your order placement, as deliveries are typically shipped the next working day or a few days prior to your delivery date. Giving us notice allows us time to work with the courier and try to find a practical solution for your address.
We’d much rather help plan a smooth delivery than run into surprises on the day.
If you would like your delivery to be left in a safe location without signing for it, please either:
Contact us directly before your delivery day, or
Provide clear instructions in the delivery notes at checkout.
We’ll ensure your request is passed on to the courier.
By placing your order, you confirm your delivery location meets the necessary access requirements and accept our delivery terms.
📽️ For a clear, visual explanation of how our deliveries work, please see the videos and graphics below.
If you have any questions at all, don’t hesitate to get in touch - we’re here to help.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Please see our video guide for concrete on a roll.
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