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Breakages

Breakages — Don’t worry, We are here to help!

Your goods are heavy, travel far, and can be fragile. If anything arrives damaged, don’t panic — follow the steps below and we’ll sort it.

1

Delivery

Standard delivery lead time is estimated at 5–7 working days may vary.

2

Tracking

You’ll receive courier text tracking about 5 working days after placing your order; we can’t confirm a delivery date before then.

3

Tradesperson

Do not book your landscaper or builder until all goods have arrived.

4

Replacements lead time

Damage replacements may take up to 15 working days. We recommend ordering around 10% extra for cuts and corner offcuts.

5

Collections

Full, unused pallets can be collected from £100 per pallet. Collections usually take 3–5 working days.

6

Customer Service

We pass on courier info as soon as we receive it from the pallet networks.

Email photos & details Call 01993 608 824 Include: Order # • Qty • Photos

Replacement procedure

1

Report within 14 days

Please report breakages within 14 days to the Paving Direct team.

Phone: 01993 608 824
Email: [email protected]

  • Include your order number and contact details.
  • Tell us what needs replacing or refunding.
2

Photographic evidence

Please send clear photos showing the extent and quantity of damage, including items and packaging/pallet.

Wide shots: pallet & packaging
Close-ups: damaged edges/surfaces
Counts: number of broken pieces
3

If out of stock

If replacements aren’t available after delivery, we’ll refund the broken slabs. You can also exchange or return.

4

Typical timeframe

Replacements are shipped direct from the supplier and typically take 2–5 working days, depending on location and availability.

Advisory: allow up to 15 working days in some cases.

Nothing here affects your statutory rights. Read our Terms & Conditions for more information.

Quick visual guide

Breakages advice
Breakages — please read
Report within 14 days
Report within 14 days
Show extent and quantity
Show extent and quantity
Photograph products and packaging
Photograph items and packaging
Contact Customer Support
Contact Customer Support
We are here to help
We are here to help

FAQs

What should I do if items arrive broken?
Report within 14 days and include photos showing the extent and quantity of damage. Call 01993 608 824 or email [email protected].
How long do replacements take?
Typically 2–5 working days from the supplier, depending on location and availability. Please note replacements can take up to 15 working days in some cases.
Can broken slabs be used in the project?
Yes — many projects require offcuts for corners and small gaps. Ordering around 10% extra is standard; broken pieces can often be used for these cuts.
What if replacements are out of stock?
If replacements aren’t available after delivery, we’ll refund the broken slabs. Exchange or returns are also possible.
Will I get tracking updates?
Courier text tracking is sent around 5 working days after ordering. We can’t confirm a delivery date before then.
Can you arrange a collection?
Yes — for full, unused pallets only. Collections start from £100 per pallet and usually take 3–5 working days, subject to haulier availability.