Key Information

exteriorpavers.co.uk is one of the leading suppliers of porcelain paving, natural stone and accessories in the UK. We are based in Knutsford/ Cheshire and can be contacted by phone at 01565 746144 or by email at info@exteriorpavers.co.uk.

Whilst we have significant stock stored in the UK, it is advisable to place your order before organising any ground workers/ landscapers, especially during the peak trading season.

We also advise you to consider very carefully the quantities you require and factor in at least +10% for cuts and wastage as our stock turn is extremely fast, especially in the peak season. Therefore providing additional small quantities may be challenging and we may not always be able to provide additional products from the same shade and batch at a later date.

Product

Our products are sourced & stocked in depth in the UK from a number of locations, such as Italy, Spain, Turkey and Asia, we source only from the leading manufacturers in our sector. Our products meet and often exceed all quality and regulatory standards all our porcelain paving is fully vitrified, anti-slip and rectified.

If you are unsure which pavers to purchase please ensure you take advantage of our sampling service to compare products before making any bulk purchase. Please note samples are only a small representation of the product.

The product may arrive in packaging which has either the factory branding or a different product name on the packaging. This does not mean you have received the incorrect products. Please note we change the names of the products for marketing purposes.

Installation

Pavers can be installed via many methods. The two most popular are a gravel base and a concrete bed. We recommend the use of priming slurry for the sand and gravel base and porcelain tile adhesive for the concrete base – view our installation guide for more information.

All our porcelain outdoor pavers comply with EN14411.
All our porcelain outdoor pavers are rectified and size variation can be up to +or-2%.
Due to the nature of the production and design, the images of the products on our website are only representations. We advise blending the pavers to ensure you are happy visually before the final application.
Goods must be checked prior to fixing. If there are any doubts about the suitability of the goods, please contact us prior to fixing them. Claims cannot be accepted after installation.

Any specific delivery instructions or obstacles to delivery we need to be aware of must be detailed in the additional information form provided prior to checkout. Please also ensure your delivery details are correct on receiving your order confirmation, and advise us ASAP of any changes unfortunately delivery failure due to us not being aware of any issues may incur additional costs.

Delivery costs are detailed at check out, and subject to weight and postcode orders over £500 may be eligible for free standard delivery this offer is restricted by postcode zone.

Deliveries are strictly to the kerbside. If your property has restricted access please let us know at the time of ordering via the delivery restrictions comments box. This may incur an additional charge.

Hazards or obstructions e.g. steps, lifts, uneven or gravel paths/driveways may necessitate the delivery being made to an alternative location nearest to the delivery vehicle.

Goods will not be broken down or discharged by the driver. Take caution when removing all packaging to avoid damage and injury. Please assess the weight of the boxes as tiles can be heavy, and precautions may need to be made.

Cancelling orders after despatch from our warehouse will incur shipping and restocking charges.

Damaged goods

Breakages are rare but can occur during transit we kindly ask you to consider if possible these breakages can be used as cuts and or finishing pieces before contacting us regarding replacements. Please also note where replacements are required we cannot guarantee they will be from the same shade and batch as your initial order.

If the product delivered to you is damaged or faulty, we may replace or refund as appropriate in accordance with your legal rights.

Please inspect the products for any damages thoroughly before signing for them during delivery.

If all or part of the delivery has arrived damaged, we ask you to sign for it as “damaged” on arrival. Unfortunately, breakages can happen and we will send out replacements as soon as we can, subject to below conditions:

Any breakage should be reported within 2 working days of delivery along with a picture of broken slabs. We would need to arrange collection of damaged slabs for inspection in order to get a claim against damage from insurers.

The return cost would need to be paid by the customer unless they are signed as “damaged on arrival”.

When and where we deliver

We deliver across the UK Monday to Friday (except Bank Holidays), between 8am and 5pm. Weekend delivery is available to certain postcodes only, if weekend delivery is available it will be shown as an option at checkout. Please note weekend delivery requires a minimum of 48 hours’ notice, express orders will only be delivered on weekdays and express delivery orders must be received before 12pm the previous day. All deliveries are subject to stock availability at the time of ordering.

Timescales for delivery

We will always try to make one single delivery where possible, to minimise inconvenience. However, this may not always be possible. Where your order contains a mix of Products with different delivery lead times, the longest lead time will always apply to the entire order.

We use a third-party national courier network we can not be held responsible for failed deliveries as a result of events beyond our control. Occasionally and especially in the peak trading season extended delivery times are applied with short notice where possible we shall advise in advance regarding any changes to your planned delivery.

Standard delivery is typically >4 working days from the order subject to stock availability, express delivery is typically the next day if the order is received before 12pm. Weekend delivery is available to certain postcodes only, if weekend delivery is available it will be shown as an option at checkout and is subject to stock availability. Please note weekend delivery requires a minimum of 48 hours’ notice. All deliveries are subject to stock availability at the time of ordering.

Time-specific deliveries should be discussed with us and confirmed via email before ordering.

We advise you not to book your installation team until you have received the goods

Receiving your deliveries

All deliveries must be received and signed for by a person aged 18 or over. If no one is available to take the delivery, we’ll call you to arrange a suitable date and time for redelivery. We may need to make an additional handling charge for this. If no one is available to receive the redelivery, we may cancel your order and refund your payment, minus any delivery and handling charges.

How will I know when the goods will arrive?

All deliveries will be booked on an economy delivery unless express delivery has been selected. You will be provided with tracking details of your order once the goods have left our premises.

Will I know the exact time of delivery?

Delivery can be between 7:30am and 5pm and we will not be able to advise an exact time of delivery.

What size of lorry is used for delivery?

Our standard delivery service uses a 7.5-tonne or 18-tonne vehicle

In all cases, the vehicle must have clear access to your property and there must be no restrictions to prevent offloading. The goods will be unloaded either from the back of the lorry using a tail-lift (a platform that lowers down). The pallets are then rolled off the vehicle, therefore it is very important that the ground is level and hard such as tarmac or concrete. Or the other potential method of offload will be via rigid vehicles with the mechanical offload. Grass, compacted soil and gravel are not suitable areas for unloading. It is important to note that the goods will usually be left kerb-side as we will not be able to take the large delivery vehicles onto your driveway due to the risk of damage to your property.

Please be sure to advise us in advance if you foresee any problems with the delivery as there will be costly redelivery fees if the delivery company has to make a further attempt to deliver as a result of potential problems not being reported in advance.

Other delivery options might be available for difficult delivery locations, so please let us know in advance of any delivery restrictions.

HIAB Deliveries – Currently we do not offer a HIAB service, however as we have been asked this question on several occasions the most cost-effective approach to this is for you to find a local HIAB service to your address and we will deliver the goods to the HIAB company of your choice.

Will I need to be at home to receive the delivery and will the driver require assistance?

We require you or a representative to be at home to receive the goods. We are unable to drop any goods off unless someone of the age 18+ is present and able to sign for the delivery. Also, just in case the driver encounters any difficulties with parked cars blocking the way for example. If you are at home, this kind of problem can usually be resolved at that time. Also, some packs of paving can be heavy and it is not always possible to know in advance. In these situations, it may be necessary for you to assist the driver with offloading some of the goods manually. If this will cause you any difficulty, please let us know in advance.

Will all goods arrive together?

As a general rule, all products will arrive as one delivery presuming they have been ordered at the same time. Occasionally exceptions to this rule will occur, however, we will advise you of this in advance. All small items such as paving sealant, are potentially sent via a separate courier service.

Will you deliver into my driveway or my back garden?

We offer a kerbside delivery as standard; however, the driver may be able to move the pallet closer to your property but this depends on the ease of access and is at the discretion of the driver.

Please note it is very important to inform us regarding any delivery restrictions as costs may be applied to re-stocking or redelivery of goods where we were not informed of delivery issues.