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Delivery & Returns Policy
Where delivery of goods has been requested there will usually be a delivery charge added to your order. We do not make a profit on deliveries and you are always welcome to collect your order from our Sussex warehouse free of charge.
UK deliveries are either fulfilled by Stone Republic or by sub-contracted haulage companies. These companies are either part of the national pallet network or, for larger/unusual loads, local hauliers with specialist vehicles capable of loading and unloading large and heavy loads. Your invoice will specify the type of delivery being made in the "Ship via" field. This will say either "PALLET", "HIAB" or "STONE REPUBLIC". It is important that you read and understand the differences explained below.
Charges are calculated per pallet and the number of pallets in your order will vary according to the type and size of tiles you order. Each pallet has an upper weight limit of 850KG. Your delivery charge is calculated based on postcode, total weight and number of pallets. If Pallet delivery is specified then then the rate we have quoted you is guaranteed.
A HIAB is a lorry with a crane attached. HIAB deliveries are usually specified when a pallet delivery is either impossible, impractical uneconomical or where the material needs to be lifted over an obstruction such as a wall. Your delivery charge is calculated based on a number of factors including distance, time, weight/number of pallets and availability of a suitable vehicle. If HIAB delivery is specified then then the rate we have quoted you is an estimate. We will confirm the exact rate when the order is paid for and the delivery date is confirmed by you.
Stone Republic Deliveries
Smaller orders of stone slabs will usually be fulfilled by Stone Republic using a flatbed vehicle with an A-Frame. It is the Purchaser's responsibility to ensure that the necessary equipment and personnel are available at the delivery address to offload the material. If we are unable to offload the material it will be returned to our warehouse. In these circumstance we will charge a second delivery fee before goods are re-sent.
Deliveries will generally be made between 8am and 5pm Monday to Friday (excluding bank holidays). From receipt of your paid order (subject to availability of stock), deliveries will usually take between 2 to 3 working days to process. Delivery date will be confirmed as soon as we receive your confirmed order.
Deliveries will be made to the address given at the time of the order, any changes must be notified by email at least 24 hours before dispatch is due. Email address for all correspondence is firstname.lastname@example.org.
We cannot guarantee delivery dates/times as these may be affected by circumstances beyond our control. We will do our best to contact you if we are forewarned of any delays.
If delivery agents are unable to gain access to the delivery address goods will be returned to our warehouse. In these circumstance we will charge a second delivery fee before goods are re-sent.
Deliveries will usually be made on a large lorry so it is very important that you tell us if there are any access restrictions at the delivery site. Failure to notify us in advance of access restrictions may delay your delivery and result in you incurring additional charges.
You will usually receive a call from the haulage company on the day of the delivery to let you know what time to expect them to arrive. It is your responsibility to ensure that someone is available to oversee and sign for the delivery. If nobody is on site then the driver will not deliver the goods and you will become liable for re-delivery charges. All goods are checked by our staff before dispatch and must also be thoroughly checked by the Purchaser at the time of delivery. You are responsible for examining goods on arrival and any damage, shortages or other discrepancies must be marked on the delivery note and reported to us within 24 hours along with photographic evidence in the case of damage.
Refusal of Goods
Due to the variation which occurs with natural stone, ceramic, porcelain, decorative & glazed materials we cannot guarantee that the goods we deliver will exactly match any samples we have sent you. We strongly recommend that you come to our warehouse to inspect goods prior to confirming your order. If goods are refused for any reason other than that they are damaged then a re-stocking fee of 20% will be charged along with the delivery fee. Any balance will be paid by way of a credit note which will be redeemable against any materials/services you require from Stone Republic now or in the future.
If for any reason we are unable to dispatch your goods on the agreed date we will let you know as soon as possible. Once we have dispatched the goods into the care of the haulage company it is rare but possible that factors beyond our control could mean that your goods are not delivered on the agreed date. In this event we will do everything possible to re-arrange delivery of your goods as soon as possible but we will not accept any responsibility or liability for any costs or inconvenience you may incur as a result of the late delivery.