Delivery Information
Everything you need to know about deliveries and collections
General Delivery Information
Orders are carefully packaged in crates or on pallets for delivery by large trucks using pallet trucks. Drivers deliver onto the kerbside and cannot move items beyond the delivery point or assist with unpacking due to safety protocols. If there are any access issues like steps or parked cars, over-hanging trees etc, just let us know beforehand, and we’ll do our best to deliver as close to your property as safely allows.
On delivery
- Please arrange for someone to be there to receive the delivery.
- Items are shrink-wrapped for protection but we recommend moving them somewhere safe and dry. Store any ancillary products in a dry covered area.
- Please check your order and let us know straight away if there is anything missing or damaged.
- Please be careful when removing spacers/banding as once removed tiles can fall so we recommend having someone else there when you are unpacking your items.
- Store tiles standing on edges using something protective underneath (not flat on hard surfaces)
- We recommend getting help when moving heavy items.
For more detailed information about UK and international deliveries, please check out the sections below.
UK Mainland Deliveries
Our nationwide delivery service offers competitive pricing, speed, and reliability.
Delivery charges depend on the size and weight of your order and are shown separately in checkout from product prices to keep our tiles competitively priced – we don’t hide the delivery costs in the price of the tiles. Delivery to the UK mainland starts at £66 (including VAT) per pallet/crate, which covers up to approximately 450kg. For parcel deliveries within the UK mainland, charges start at £4.94 for up to 5 kg.
Orders are usually dispatched within 3 to 5 working days. Special orders, large-format tiles, slabs, and large quantities may require specialist vehicles, which can mean longer delivery times. We’ll arrange a delivery date with you.
Deliveries can take place Monday to Friday, 8:00 am to 5:30 pm (excluding Bank Holidays).
Greater London
Most Greater London postcodes follow standard UK mainland rates for heavier orders. Lighter pallet deliveries (up to 450 kg) may carry a slightly higher charge of £78.00–£90.00 depending on the exact postcode.
The delivery estimate at checkout will show you the exact rate for your postcode.
Scottish Highlands, Islands & Remote Areas
Delivery to the Scottish Highlands, Islands and remote areas may incurs additional charges. Rates vary by postcode zone.
The delivery estimate at checkout will show you the exact rate for your postcode.
Northern Ireland (BT)
We provide reliable shipping to Northern Ireland using DAP (Delivered at Place). This means your goods will be delivered directly to your specified address. Please note that under DAP terms, you will be responsible for any applicable import duties, taxes, and customs clearance fees once the shipment reaches Northern Ireland.
A quotation can be provided once we have the details of your potential order, including the full shipping address, and information about access to the delivery site.
The delivery charge will depend on the total weight of the order and the number of pallets/crates being shipped.
Once payment has been received, we will provide a week commencing delivery date. Please note that for overseas orders, we are unable to confirm an exact delivery date. Our third-party haulier will contact you to arrange a delivery date and confirm the final details.
Business and trade customers are required to have an EORI (Economic Operators Registration and Identification) number, which will begin with ‘XI.’ Without one, the shipping process may be delayed or unable to proceed, as it ensures compliance with customs regulations. We recommend obtaining your EORI number ahead of time to ensure a smooth and efficient shipping experience.
A business client must ensure they have registered for TSS (Trader Support Service). This is due to the Windsor Framework next phase which arrived in September 2024, whereby trade between UK and Northern Ireland will be subject to EU rate of import duty and tax, unless both shipper and consignee are signed up to the relevant trade schemes.
Please call 01423 358855 or email your enquiry to sales@terzettostone.co.uk for further information.
Republic of Ireland
We provide reliable shipping to the Republic of Ireland using DAP (Delivered at Place). This means your goods will be delivered directly to your specified address. Please note that under DAP terms, you will be responsible for any applicable import duties, taxes, and customs clearance fees once the shipment reaches the Republic of Ireland.
A quotation can be provided once we have the details of your potential order, including the full shipping address, and information about access to the delivery site.
The delivery charge will depend on the total weight of the order and the number of pallets/crates being shipped. We will provide an accurate quote once we have all the necessary details regarding your order.
Once payment has been received, we will provide a week commencing delivery date. Please note that for overseas orders, we are unable to confirm an exact delivery date. Our third-party haulier will contact you to arrange a delivery date and confirm the final details.
Business and trade customers are required to have an EORI (Economic Operators Registration and Identification) number, which will begin with ‘IE.’ Without one, the shipping process may be delayed or unable to proceed, as it ensures compliance with customs regulations. We recommend obtaining your EORI number ahead of time to ensure a smooth and efficient shipping experience.
Please call 01423 358855 or email your enquiry to sales@terzettostone.co.uk for further information.
Shipping to the EU – Business only
We provide reliable shipping to the EU using DAP (Delivered at Place). This means your goods will be delivered directly to your specified address. Under DAP terms, you will be responsible for any applicable import duties, taxes, and customs clearance fees once the shipment arrives in your country. Please note, we currently only ship on a business-to-business basis to Europe.
For custom purposes, your invoice address & shipping address must be in the same country to arrange shipment. A quotation can be provided once we have the details of your potential order, including the full shipping address, information about access to the delivery site, and whether a forklift will be available for unloading. While having a forklift on site is not essential, this may result in higher haulage costs. The delivery charge will depend on the total weight of the order and the number of pallets/crates being shipped. We will provide an accurate quote once we have all the necessary details regarding your order.
Once payment has been received, we can schedule a week commencing delivery date. Please note that for overseas orders, we are unable to confirm an exact delivery date. Our third-party haulier will contact you during the delivery week to arrange the final details.
We cannot confirm what the import duty and tax rate will be, however we can provide the commodity code along with country of origin of the product and this information can determine an estimate. An EORI (Economic Operators Registration and Identification) and a VAT number is required to ship to Europe. Without one, the shipping process may be delayed or unable to proceed, as it ensures compliance with customs regulations. We recommend obtaining your EORI number ahead of time to ensure a smooth and efficient shipping experience.
Alternatively, we can make the goods available for collection by your haulier from our warehousing in Tockwith, North Yorkshire.
Please call 01423 358855 or email your enquiry to sales@terzettostone.co.uk for more information.
Rest of the World
Goods can be collected by your haulier from our warehousing in Tockwith, North Yorkshire.
If you would like to enquire about the possibility of us shipping directly to you, please call 01423 358855 or email sales@terzettostone.co.uk so we can look into your enquiry.
Standard deliveries are made Monday to Friday, 8:00 AM–5:30 PM (excluding bank holidays). Deliveries can be made at any time between these hours on the day of delivery. Our team should normally be able to help with an estimated time slot on the day.
We may be able to offer morning or afternoon slots subject to availability and location – these will incur a further charge. After you have placed your order our delivery team will be in touch to confirm the delivery with you.
We offer fast delivery within 3 working days for most orders via our pallet network, ensuring quick turnaround times. In addition, we operate our own fleet of vehicles in various sizes. During periods of high demand, delivery lead times may extend but we will always do our best to meet your requirements.
For the most accurate haulage costs, please use the delivery estimate calculator at checkout, which covers all mainland UK postcodes.
Yes. You can choose a weekday delivery date (Monday–Friday, excluding bank holidays). You can choose a date when you checkout online.
If you need your delivery faster than the dates offered at checkout, please contact our team and we will always try to do our best to meet your needs.
If you need a morning or afternoon slot, please discuss this with our delivery team when they contact you after you have placed your order. A small additional charge applies and this is subject to availability and location.
Sample orders and smaller orders are shipped via parcel carrier and will be delivered directly to your door. You will be able to track these directly.
For larger orders, delivery is made on a sturdy wooden pallet or in a crate, either on the kerbside or to the nearest accessible location (using our own fleet). For tracking, we can usually provide a 2 hour delivery window on the day.
If your plans change and no one will be at home at the time of delivery, you can ask the driver to leave your order in a safe place at their discretion, although this would be at your own risk. We can also arrange a redelivery if needed, for which you may need to pay a fee. You can request that the driver gives you a quick call beforehand to make sure someone is there. We always recommend someone is there to receive your delivery.
We have a fleet of delivery vehicles, including smaller vehicles for properties with limited access. We can discuss your needs and look at different delivery options with you including if a smaller vehicle can be used.
Our team is skilled at handling complex deliveries, so please discuss this with them.
Limited access refers to locations where pickup and delivery may be restricted due to narrow lanes, gated communities, or other obstacles like overhanging trees, gravel driveways, or sloping driveways. If you’re unsure whether your property has limited access, please contact us in advance.
We can then assess the situation and determine the best course of action.
Deliveries are made Monday to Friday, 8:30 AM–5:30 PM (excluding Bank Holidays).
If any issues arise, we will contact you as soon as we are made aware with any updates.
You can contact our team for an estimated delivery window.
Yes, you can request this. Please note that the driver may not reach you while moving due to signal issues or safety regulations (drivers cannot call while driving).
If any issues arise, Terzetto Stone or the driver will contact you as soon as possible to confirm next steps and arrange redelivery if needed.
Yes. For orders outside the UK:
- An EORI number (Economic Operators Registration and Identification) is required
- It ensures smooth customs processing
- Without it, your shipment may be delayed or not processed
- It is recommended to obtain your EORI number ahead of time
General Collection Information
You’re welcome to collect your order directly from our Head Office in Tockwith, North Yorkshire. Collections are available by prior arrangement and are usually ready within 2–3 working days.
Collection address: Terzetto Stone Unit 24 Centre Park, Marston Moor Business Park, Tockwith, YO26 7QF
Collection hours: Monday to Friday: 9:00 AM – 4PM (excluding bank holidays).
If you’re unable to collect within these hours, please get in touch to discuss alternative arrangements. We’ll always do our best to help.
To ensure a safe and smooth collection:
- Please arrive in a suitable vehicle. Orders over 200kg will be loaded via forklift and must be collected using a flatbed or appropriate vehicle that can safely carry the weight.
- It’s the driver’s responsibility to ensure the vehicle has sufficient payload capacity, including passengers and fuel.
- For safety reasons, we may need to reschedule your collection if we believe the vehicle isn’t appropriate.
- Once collected, goods are transported at your own risk. We recommend inspecting everything carefully before leaving.
When you arrive:
Please park in one of our customer parking bays. Please report to the showroom and provide your order number and name. Our team will then bring your order to you.
We may take photographs of the loading process for safety and verification purposes. If you notice any issues at the time of collection, just let us know, we’re here to help.
Collection FAQ
Yes. Collections are available from our Head Office & Warehouse at: Unit 24 Centre Park, Marston Moor Business Park, Tockwith, YO26 7QF.
For website orders, collection is only available from this location.
Smaller items (samples, orders up to 1m²) may be available from selected showrooms – please enquire with our team about this.
You can collect your order from our warehouse Monday–Friday: 9AM–4PM (excluding bank holidays)
We will arrange a time slot for your collection.
Please arrive within your booked slot. If delayed, please call 01423 358855 to accommodate or reschedule.
Most orders are available within 48 hours. Please wait for confirmation before travelling.
Standard Family Car: Can comfortably carry up to 200 kg (including fuel and passengers).
Heavier Orders:
- Will be palletised and loaded via forklift
- Requires a flatbed or suitable vehicle that can be loaded by our forklift
- Contact us in advance to confirm suitability or discuss dimensions/weight
Rescheduling may occur if the vehicle is unsuitable for loading or transport.
- Park in our customer parking bays
- Come in to the showroom with your order confirmation.
- Our warehouse team will then bring your order out promptly
Inspect your goods at collection and raise any issues immediately if anything appears damaged or unexpected.
Yes, this is highly recommended. While we take great care with packing, it’s always best to raise any issues on-site.
Some key points:
- Minor edge chipping or surface imperfections are normal with natural stone and tiles and can be typically used for cuts.
- We recommend ordering 10% extra to account for cuts, breakages, or future repairs.
Once your goods leave our premises, responsibility for safe transport lies with you or your courier/haulier. Terzetto Stone cannot be held liable for any damage during transit after collection.
Our showrooms vary in size and generally don’t have warehouse or storage facilities on site. Tile orders are often large, and heavy, and require handling with forklifts and other specialist equipment for safety and efficiency.
To protect our customers, our staff and to meet health & safety requirements, larger orders must be collected from our North Yorkshire Head Office, where we are fully equipped to manage heavy loads and palletised goods.
