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Delivery Information

All our deliveries are made via a 3rd party haulage network. Deliveries are made to a kerbside location. If there is an accessible delivery point that can be safely accessed by the delivery driver using a pump truck then, at the delivery driver’s absolute discretion, the pallet may be left there. Unlike parcels, palletised goods are by their nature larger items that cannot easily be moved. This is not a two-man delivery service and the delivery driver has to operate within health and safety guidelines. They are under no obligation to enter the delivery premises in order to deliver the goods to a location that the recipient may feel is more suitable.

As the pallet will be moved by a manually operated pallet truck, we cannot deliver pallets on very steep hills or to locations not at ground level. Pallets cannot be pulled over gravel driveways. You should ensure that the named contact is available at the delivery point to meet the driver. If delivery is attempted and the nominated person is not on site to receive and sign for the goods then additional redelivery charges will apply.

The delivery will be made on 18 ton curtain side lorry similar to the picture below and unloaded on the tail lift at the back of the lorry.

Delivery Truck

It is the customers responsibility to inform us of any restrictions that may prohibit a heavy goods vehicle reaching the property such as (but not limited to) narrow roads, sharp bends, over hanging trees, heavy vehicle restricted roads or bridges, cul de sacs etc. Failure to inform us of these restrictions may result in additional redelivery charges.


If you receive damaged or wrongly selected wall or floor tiles you will need to inform Natural Stone Online within 48 hours from receipt of delivery. The POD (Proof of Delivery – “drivers paperwork”) must be signed with one word “DAMAGED” and also photographic evidence will be required. We will endeavour to send replacement tiles as soon as possible. We will not accept any discrepancies if delivery note is signed UNCHECKED. If you have asked someone else to receive the delivery on your behalf, they must be thoroughly informed of these conditions.


Although every effort will be made to deliver the tiles on your specified day, we cannot be held responsible for any delays due to, for example, mechanical failures of the lorry, punctures, staff shortages at the depots, adverse weather or traffic conditions. We therefore advise not to book any trades men/tilers on the day of your delivery as we will not be responsible for any costs incurred by your tradesman should your delivery be delayed.

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