Frequently Asked Questions

Orders & Delivery

Is it safe to order online?

Yes, we use Sage Pay which allows a safe &
secure platform whilst you’re placing an order. Please be assured that no
unnecessary information is passed onto third parties; the hauliers only receive
confirmation of the delivery name, delivery address & on the day contact
number.

I’m having issues ordering online, how else can I place an order?

Due to us not being able to take any orders over
the telephone or email due to data protection your order can only be placed
online. If you’re having any issues with the pages on our website, please
contact us on 01302 354500 and we can check for any issues with our Technical
Team.

What are your opening hours?

Our Customer Service Team is open Monday to Friday 8.30am to 4.30pm. Any voicemails/emails received outside of this time frame will be picked up & responded to the next working day.

Can I place an order when your office is closed?

Yes, our website allows orders to be placed any time of day or night, 7 days a week.

What payment methods do you accept?

We accept most major debit/credit cards (these being VISA, Mastercard, Mastro, Delta & VISA Electron). Please note we are unable to accept American Express, cash or cheque for payment of orders.

Do you price match / offer a price guarantee?

Unfortunately, we don’t offer any price matching or price guarantee’s however our prices are competitive in the aggregate delivery market and are reviewed regularly.

Can I specify a delivery date?

Yes, whilst in the checkout process you can select a delivery date from the available dates shown on the website (the earliest date you’re able to select is typically 2-3 working days in advance).

How long does delivery take after placing my order?

Typically from placing your order the earliest delivery date you’re able to select is 2-3 working days in advance.

How do you deliver / what is the delivery method?

All deliveries are made by an 18T tail-lift vehicle, the driver then uses a manual pump truck to offload the goods to the nearest kerbside. Please visit our ‘How We Deliver’ page for more information.

Who will deliver my goods?

Your goods will be delivered by your local UPN depot that services your postal code area. Tracking information & contact details for the haulier are sent to you via the order dispatch email.

How will I be informed about my delivery date? / will I receive an email confirming my delivery?

You will receive an email confirmation once your order has been placed. This is then followed by a dispatch email once the goods leave our site; this email includes the hauliers details for tracking your scheduled delivery.

I haven’t received an order email confirmation, what do I do?

Please do check your junk/spam folder initially as sometimes the confirmation emails can be caught in there. If you still can’t see a copy, please call our customer service team on 01302 354500, we can check for your order and re-send the confirmation email across.

What if I need to change the delivery address after ordering?

That’s not a problem, just give us a call on 01302 354500 or email sales@stoneandgardendirect.com. Please note if the new delivery address is within a different postcode zonal area there may be additional charges.

Do I need to be there to sign for my delivery, or there when it arrives?

Although you don’t need to be at the property to accept the delivery, we do recommend it as we can only guarantee kerbside delivery. The drivers where possible will deliver the goods to the requested location and leave without a signature however they will need to speak to you before they leave the goods.

Can I make amends or cancel my order after placing it?

If you do need to amend or cancel your order, please call us as soon as possible on 01302 354500 or email sales@stoneandgardendirect.com. Please note once an order is placed we are only able to amend contact details, and delivery dates. We cannot make any changes to the purchased product.

What are the delivery costs?

The cost of delivery is included within the price once you’ve selected the postcode area. If you choose to request a delivery date that falls on a Saturday, please note this incurs an additional charge which is calculated at checkout before you place the order.

If I have restricted access, will you be able to deliver to my property?

If you think you may have restricted access, please do contact our customer service team on 01302 354500 so we can refer your address to our haulier who can check if there will be any access issues. In some cases, they may have an appropriately sized vehicle available. Please visit our ‘How We Deliver’ page for more information.

Where is my delivery / my order didn’t arrive?

Deliveries can be made between the hours of 9am – 5 pm and you will receive tracking information at the point of dispatch. If you’d like to check for an ETA or your goods haven’t arrived on the requested delivery date please do contact us on 01302 354500 or sales@stoneandgardendirect.com so we can look into this for you.

What happens if you can’t deliver?

If the driver isn’t able to deliver to your property due to access issues and they deem a smaller vehicle is required there will be additional charges to re-book the delivery. The re-delivery charge will apply before the depot attempt to re-deliver the goods on a smaller vehicle.

Returns & Refunds

What is your returns policy?

Should you wish to return any goods you must confirm this in email to sales@stoneandgardendirect.com confirming your order number, name & delivery postcode. Customers may return the goods at their own expense to us within 7 working days from the day following the date of delivery or we will arrange to collect the goods and charge you the cost of return which will be a minimum of £60 per pallet plus any zonal charges. Returned loads, if cancelled on route, will incur a return delivery charge of £60 per pallet, this will be deducted from any refund due. Please note we can only accept full, unused bulk bags. If you have excess product leftover it’s the customers responsibility to dispose of this.

I have a problem with my delivery, how do I to make a claim?

If you do have any issues with your delivery or ordered goods please call us on 01302 354500 to advise of the issue. Our customer service team will then after taking some details from you ask for any relevant photos & information to be sent to us via email so we can look into the issue further and come back to you with an outcome.

Product & Technical Questions

Can I get a sample of the product before ordering?

Most of our products have samples available to order. You will find a “Buy Sample” button on the product pages where this is applicable. Please note there’s a £4.99 P&P fee for each samples ordered.

What weight are Bulk Bags?

Our bulk bags are approx. 420kg and our Large Bulk Bags are approx.850kg.

I don’t know how much gravel/stone I need? / How do I calculate how much stone I need?

On each product page and across the website we have an easy-to-use quantity calculator. Just enter the length, width & depth of the area and this will advise the minimum number of bulk bags required. Please visit our ‘Gravel Calculator’ page.

How accurate are your photos and descriptions of the product?

Any photos or descriptions shown on the website are true to nature. We also have on most of the product pages a photo showing the product wet & dry to show the difference when wet. Please note that all products are natural/quarried materials so there could be a variation in colouring, size & shape. Please visit our “Products Explained” page.