Frequently Asked Questions (FAQs)

Explore expert paving tips and technical advice on popular products, plus help with ordering, delivery and returns. Includes step-by-step product guides so you can make the best choice for your projects. See our blog for more hard landscaping news and advice, plus recent case studies.

Technical help & tips

Making an order

How do I place an order?

You can place your order online, or send an email at orders@thepavingexperts.co.uk.

During business hours you can request assistance via livechat, or request a callback.

Do you offer discounts or promotions?

Yes, we do offer discounts, especially on large bulk pallet orders.

Deals are quoted across our website. Just search for the product to find any current deals or view all offers and sale items.

Which payment methods do you accept?

We accept payments via debit, credit card, PayPal or via Bacs. When paying via PayPal, you can even choose to pay in three installments.

Will I be able to track my order?

Yes! You’ll receive a tracking email separately from your invoice.

A few useful things to note:

Small orders (up to 5 bags) are sent via parcel carrier and delivered to your door.
Pallet orders are delivered kerbside and may not have an ETA until the delivery day.
Need special instructions? Add a note at checkout and we’ll pass it on to the courier!

Can I modify or cancel my order after placing it?

You can cancel your order, but this does need to be done immediately. We’re quick to process orders, and so during business they tend to be dispatched within an hour or two after having been placed.

Please email orders@thepavingexperts.co.uk to cancel your order, quoting your order number.

Can you help me choose the right product?

We’re a small, experienced family team, and we love helping customers choose the right products.

While we can’t be on the phone all day offering advice, our website is packed with detailed product information including technical data, mixing instructions and FAQs.

Plus, most of our products also feature a product calculator to help you figure out exactly how much you’ll need.

If you’d prefer to chat with someone, just drop us a message and we’ll get back to you as soon as we can.

How do I calculate how many bags or tubs I need?

Calculating the right amount of product can vary depending on factors like slab size, joint width and patio size. For example, paving grouts for small cobbles might need 1 tub for every 1-2 square meters, while for large-format porcelain slabs a grout could cover up to 50 square meters with a single tub.

We have product calculators on most of our product pages. Simply enter the size of your patio, slab dimensions and joint details, and the calculator will do the work for you.

If there’s no calculator, check the manufacturer’s website for guidance (they may not offer calculators), or simply get in touch and we’ll help as best we can.

Do you offer warranties on your products?

When buying tools and equipment, the manufacturers tend to offer warranties.

Warranties aren’t generally available on paving supplies such as grouts or mortars. However, there are some manufacturers that offer a lifetime guarantee – or similar – if you use their full paving system.

Do I need to set-up an account?

Not at all, you can simply buy online without creating an account!

We’re a small business, so we don’t offer contractor accounts. Just place your order, enter your payment details and we’ll handle the rest — picking, packing, and dispatching your items.

For larger orders, you can pay via Bacs. Just get in touch with us at orders@thepavingexperts.co.uk to arrange it.

Shipping & delivery

What are your delivery options?

We offer a Next Working Day Delivery service, or a 3–5 Working Day Standard Delivery. Select the appropriate delivery rate at checkout.

Collection is also available on request and by appointment. We’re not a store, so to arrange this option please get in touch and we’ll get back to you.

How soon will I receive my items?

It depends on which delivery option you choose:

Next Working Day Delivery

Orders placed before 12 noon will be packed and dispatched the same day, ensuring delivery the next working day.
Orders placed after 12 noon will be packed and dispatched in the afternoon for collection the following day, arriving on the next working day.
Orders placed on Friday afternoon or over the weekend will be packed and dispatched on Monday morning, with delivery expected on Tuesday.

3–5 Working Day Standard Delivery

Orders typically arrive within 2–3 working days, but we allow up to 5 working days for your peace of mind.
Please note that we do not operate on weekends or bank holidays. Orders placed during these times will be packed and dispatched on the next working day, with delivery expected up to 5 working days later.

Bank Holiday Delivery Info

Our team takes a well-earned break over Bank Holidays, so we don’t operate on those days. Please keep this in mind when placing your order. If the bank holiday fell on a Monday then:-

Thanks for your understanding!

See all the delivery options and prices.

How much does delivery cost?

Our delivery charges are based on the size, weight and destination of your order.

Small orders (sent via courier): typically cost £10 + VAT per tub or bag.
Larger orders (sent via Pallet Network): range from £45–£90, depending on the service you choose.

You’ll see the exact delivery cost at checkout. We don’t inflate our prices to cover delivery charges — we actually subsidise costs to keep things fair and competitive for you!

Why do you charge for delivery?

We know delivery costs can feel high, and we totally get it! But unlike some competitors, we don’t hide delivery fees in our product prices — instead, we keep everything fair and transparent.

Heavy items like 5 x 25kg tubs cost significantly more to ship than a small parcel, and we pay for that service. As a small, family-run business, we work hard to keep delivery costs as low as possible.

If you see cheaper delivery elsewhere, it’s usually from a much bigger company that can spread costs across multiple products. When you shop with The Paving Experts, you’re supporting a family business that truly cares — and one you can rely on.

Do you offer next day delivery?

Yes! We offer a next working day service.

Order before 12 noon? We’ll pack and dispatch it the same day for next working day delivery.
Order after 12 noon? It’ll be dispatched the next day and arrive the following working day.
Ordering late at night? If you place an order at 10pm, for example, it won’t arrive the next day but the following working day.

We’re a small, family-run business, not a big corporate machine, and work hard to get your order to you on time. If our couriers do experience delays, we’ll keep you updated and resolve any issues as quickly as possible. Thanks for your patience and support.

Do you offer international delivery – or delivery to the isles?

As a small business, we’re only able to deliver to mainland UK.

Refunds & exchanges

What is your returns policy?

For returns, it’s 14 days from the date of delivery. All products must be returned in the same condition and packaging. We do not accept returns for cementitious, bitumen, tarmac or perishable products or tools that have been removed from their packaging.

You are responsible for returning goods to The Paving Experts, and a 20% restock and admin charge is applied.

See our full returns policy or get in touch if you would like further advice.

How do I request a refund?

You can request a refund by contacting us via email. Please send your request to orders@thepavingexperts.co.uk

We do not accept returns for cementitious, bitumen, tarmac or perishable products or tools that have been removed from their packaging.

You are responsible for returning goods to The Paving Experts, and a 20% restock and admin charge is applied.

See our full returns policy for more details.

How long does it take to process a refund?

We typically process refunds within one working day. Please note, it can take up to seven working days for your bank to make the refund available within your account.