Pallet Deliveries
(Free standard delivery on all orders over £300 excluding VAT – T&Cs apply).
Our pallet deliveries are handled by third-party carriers. Most deliveries are made using 17-tonne lorries, but smaller vehicles can be used for locations with restricted access. Please let us know, at the time of order placement OR before dispatch is confirmed if a smaller vehicle is required.
We also need you to confirm that there is suitable access for a 17-tonne vehicle (approximately 13m in length) with a tail-lift and a pallet truck, and that the delivery area is a level, flat surface.
If your property can only be reached via sharp bends, narrow carriageways, or similar restrictions, please inform us when placing your order. In some cases, alternative arrangements may be possible to deliver using a smaller vehicle (not available in all areas).
Our standard pallet deliveries are kerbside-only service and are usually delivered within 3–5 working days from the time your order is placed, if received before 10:00am Monday to Friday. Confirmed orders placed before 10:00am (Monday–Friday) are usually dispatched the same day (stock & space on pallet network, permitting). Orders placed after 10:00am will usually be dispatched on the next working day. Orders placed at weekends or on Bank Holidays will be processed on the next working day.
A Next Day delivery option may be available to certain postcode areas at an additional cost – please contact us if you require this service. Deliveries are made Monday–Friday between 8:00am and 5:30pm. If you require a Saturday or a timed delivery, please contact us for options and pricing.
There are no dispatches or deliveries (unless a Saturday delivery has been specifically agreed) on weekends or Bank Holidays.
Free deliveries apply to England postcodes only. Please contact us for delivery costs to addresses outside England.
Delivery considerations and schedules
Unfortunately, we are unable to provide an exact delivery time on the day of delivery, so we ask that someone is available on-site to receive and sign for the goods.
If any damage is visible on delivery, please sign the delivery note as “DAMAGED” and contact us within 24 hours (or the next working day) so that we can arrange replacements or discuss an alternative resolution. Photographic evidence of any breakages will be required.
We will require a contact telephone number, which will only be used if the courier has difficulty locating your address or, if requested, to call you up to an hour before delivery.
If the driver is unable to unload the goods at your property or site, the pallet(s) may be returned to the nearest depot. In that event, you will be responsible for arranging re-delivery at your own expense OR will be required to bear the re-delivery cost.
All deliveries are kerbside only. Goods will be delivered to the nearest safe and practical point to your property. Please ensure that there is sufficient manpower on site to move the tiles / slabs from the kerbside if necessary, as it is not the driver’s responsibility to do so.
For health and safety & insurance reasons, delivery drivers are not permitted to move pallets into driveways, garages, or inside your premises.
While every effort is made to honour the agreed delivery date, we cannot be held responsible for delays caused by circumstances beyond our control (e.g. vehicle breakdown, punctures, adverse weather, “acts of God”, etc.). We will make reasonable efforts to contact you if we are notified of any delays by the carrier, but as deliveries are made via a third party pallet network, this may not always be possible.
We strongly advise not booking any installer, contractor, or tiler until your goods have been delivered and checked. We cannot accept liability for any costs incurred if tradespeople are booked and the delivery is delayed.
Tiles and paving slabs are heavy products. They are typically strapped together on a wooden pallet using plastic or metal straps to ensure stability during transit. Care should be taken when cutting the straps, as tiles may shift or move suddenly. Larger tiles may require more than one person or mechanical assistance to move safely.
We recommend ordering at least 10% extra to allow for cutting during installation and any minor breakages. We will be happy to issue a refund for any damage or breakage exceeding 5% of the total quantity supplied. Please note that we are unable to offer replacements for goods where breakages are less than 10% of the order value (excluding VAT).
Packs of outdoor paving slabs are supplied unopened as received from the manufacturer. It is rare, but you may find a small number of slabs broken, chipped or damaged; these can typically be used as cuts during installation, as some off-cuts will always be required. We will only issue a refund if 5 or more slabs (per pack/pallet) are found to be damaged or broken.
We do not accept returns of extra or leftover materials.
Consumables Delivery
Our consumable products are sent by courier or parcel post. Please allow 4–7 working days for delivery
Returns & Refunds
Returns – If you are not happy with your purchase
We make every effort to describe and display our products as accurately as possible. However, we understand that sometimes items may not be exactly as expected.
You can cancel your order within 14 days of receiving it. Your 14 days begin from the date you receive your delivery. After cancelling, you get another 14 days to return the item.
Conditions for the return of items
All items must be returned in the same condition in which they were received. Where applicable, seals must remain unbroken. Items must be returned in their original packaging, and it is the customer’s responsibility to ensure they are suitably protected for transit and safely returned to our depot.
The customer must bear the cost of both the original and return shipping. We will deduct credit/debit card commission charges (3%) incurred, plus a 10% restocking fee based on the amount originally paid.
We do not accept returns of extra or leftover products.
How to return items
Refunds
Once your returned order has been received at our warehouse (typically within 5–7 days) and inspected, we will process your refund. Please allow 3–5 working days for the refund to be completed.
We will usually refund using the same payment method you originally used, or, if necessary, we may also arrange to transfer any credit amount directly to your bank account.
Faulty / Damaged Items
If your order arrives with any visible signs of damage, please sign for it as “DAMAGED” and take clear photographs of any affected areas. Email the images to info@njstones.com stating your order number within 24 hours (or the next business day).
We will be happy to issue a refund for any damage or breakage exceeding 5% of the total quantity supplied. However, we are unable to offer replacements for goods damaged at less than 10% of the total quantity (excluding VAT paid).
Exchanges
In the unlikely event that you are unhappy with your order or have changed your mind, our team can help arrange an exchange. Please contact our friendly customer service team to discuss the options available.
Please note that any additional delivery costs incurred during an exchange will be borne by the customer.
E&OE.