Delivery Information

We do everything we can to ensure a smooth and successful delivery process.  It is however the most difficult part of shopping online, especially building materials due to their weight and bulk.  Whilst the drivers will do everything they can to deliver the goods to your requested location, they will not carry the goods up/down steps or into your property, their service is to deliver to the nearest kerbside as conveniently and safely as possible.

Remember that Decarock Stone is heavy and must be kept dry and secure.  The stone tiles are fragile until they are fixed to the wall, so they may not remain intact if handled carelessly.
When you receive your delivery, check that the load is in good condition and show no apparent signs of damage.  Once the delivery note has been signed, we are unable to claim recourse from the courier company.  If there is any dispute or disagreement regarding access or the condition of goods, it is essential that you contact us whilst the driver is on-site so we can establish exactly what issues have arisen and how best to rectify them.

As your order will be boxed and wrapped onto a wooden pallet, it is therefor your responsibility to dispose of packaging and pallets after use.

We are reliant on you, the customer, in providing us with as much relevant information as possible to ensure delivery can be executed effectively.  Likewise, we are ultimately in the hands of a third-party courier company who will complete the delivery from our warehouse to your home.

We aim to deliver within 5 working days, although sometimes this may be sooner and sometimes a few days longer.  Once we receive your order, your items will be picked, palletised and re-checked in our warehouse ready for shipping.  Our couriers work on a 3-5 day nation-wide kerbside delivery service for us.  We also offer an option for you to select a specific date that you will be available to receive the delivery.

Your delivery should arrive Monday-Friday between 8am and 6pm unless agreed or advised otherwise.

The couriers that we use are very professional national companies who we have been working with for many years and have the greatest confidence in them delivering a Decarock Stone service on our behalf.  Please help them as much as you can by reading the information given and providing us with all the relevant information to ensure that everything goes according to plan.

Samples

Samples will be delivered to your door by parcel courier APC during weekdays Monday-Friday and normally between the hours of 8:30am – 6:00pm, although normally most deliveries will arrive in the afternoon.

Please ensure that there is someone over the age of 18 years to receive and sign for your delivery.  Also note that Decarock Stone samples are quite heavy, weighing approx 3kg.

Orders

Unlike parcel and packages, pallet deliveries are very different from other types of deliveries, as it requires specialist vehicles and equipment.

Your Decarock Stone order will be delivered to the nearest kerbside to the delivery address that was provided to us at the time of ordering.  This will be carried out by an HGV fitted with a tail-lift and will be carried out by a pallet haulage company, normally GCN Palletways or Bullet Express, during weekdays Monday-Friday and normally between the hours of 8:30am-6:00pm, although most deliveries will arrive in the afternoon.

We will advise you of the tracking information when this has become available to us and the driver may contact you to advise when to expect him.

Please familiarise yourself with tail-lift delivery considerations before completing your Decarock Stone order.

What we can do…

In order to avoid any confusion and to ensure a safe and secure delivery, please consider the points below.

Your Decarock Stone order will arrive on a UK standard pallet or in full size wooden crates, depending on the quantity of your order.  Maximum weights and dimensions for using a tail-lift delivery service are as follows;

Length:  120cm    –    Width:  120cm    –    Height:  up to 220cm

Weight:  up to 1000kg

Ensure adequate access for an HGV truck to get as close to your property as possible.Imagine a vehicle the size of a bin lorry.  It must fit easily down your street and be able to park at the front of your property and have adequate space to off-load your pallet(s).

Your order will be delivered to the nearest kerbside to your delivery address.  If access is limited due to parked cars etc, the driver may park further along from your location but he will communicate this with you at the time.

Pallets will be removed from the vehicle using a tail-lift, so ensure there is sufficient space for this to happen.  For the safety of the driver, we can only use a tail-lift vehicle on hard level ground, with no slopes.  If the driver feels that there are factors that may hinder or compromise any safety regulations, he can refuse to complete the delivery.  In which case you may be liable for additional failed delivery charges.

Pallets are removed from the tail-lift and to the kerbside using a hand pallet truck.  The driver cannot pull a pallet truck over loose gravel, cobbles, grass or over very high kerbs.  It will then be your responsibility to move the goods from the kerbside to your property, this is not the responsibility of the driver.

What you can do…

In order to avoid any confusion and to ensure a safe and secure delivery, please consider the points below.

Please provide us with at least two telephone numbers to make sure the driver can get in touch.  Also the full delivery/site address including postcode.  Ideally we would also like wht3words address to pinpoint your exact location..
You can find this by following this link;  https://what3words.com/still.trains.hired

Make sure you request a delivery date that you will be present for, otherwise you may be liable for additional failed delivery charges.  A responsible adult over the age of 18 years must be present to sign for and confirm receipt of delivery.  Repeated or failed deliveries will not only cost you money, but are harmful to the environment.

Be sure to tell us of any road restrictions that may affect access including roadworks, bridge weight or underpass height restrictions, parking restrictions or charges, narrow lanes or pedestrian crossings with limited times for HGV access etc.  This also includes if you live near a school where parking time restrictions may apply due to grid-locked traffic.  Any information that we ought to know about will allow us to make provisional preparations and avoid potential failed delivery charges to yourself.

We can only deliver kerbside on hard level ground.  The driver cannot pull a hand pallet truck over loose gravel, cobbles, grass or over very high kerbs.  If in doubt, send us a picture of your desired location for delivery and we will double check with the courier to see if this is possible.