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Delivery


Most PrimaPorcelain orders with a sales value exceeding £750 will be delivered free of charge to mainland UK addresses. Orders under £750 will be subject to a delivery charge of £50.

Orders under £750 that consist only of paving accessories have a £20 (+ VAT) delivery charge as long as the order weighs less than 150kg. Heavier orders will incur the full £50 (+ VAT) delivery charge.

Next-day delivery is available for an extra £25 (+ VAT). If you want us to deliver your order on a Saturday, this will cost an extra £60 (+ VAT). These fees apply regardless of total order value.

Once we have received your order, delivery will be made within 3 working days (unless you have specifically requested next-day delivery or Saturday delivery). For example, if you place an order before 12 noon on Monday, the delivery day will be Thursday. Please note: orders received after 12 noon will not be processed until the next working day.

Please call 0800 028 8756 to get a quote for delivery to Northern Ireland, the Isle of Man, the Channel Islands, the Isle of Wight, or any other offshore address.

How will I know if my order has been received?

When you place an order through the PrimaPorcelain website, you will receive an automated confirmation email. Please read this email carefully to ensure that all contact details, delivery information, and items ordered are correct. When entering your details at the checkout, please double check that you have typed your email address correctly. If you give us the wrong email address, you won’t receive a confirmation message.

When will my order arrive?

A delivery date will be arranged once your order has been accepted and processed. You will receive a delivery date via email, and this date will be adhered to wherever possible.

PrimaPorcelain accepts no responsibility or liability for any costs incurred as a result of changes to your delivery date that occur through no fault of our own. Please do not book tradespeople until after your PrimaPorcelain products have been delivered.

We are unable to provide specific delivery times. If you have any specific requests, we may be able to offer additional delivery options at an extra charge – please call 0800 028 8756 for a quote.

Who will deliver my order?

Your order will be delivered on a pallet by our delivery partner The Pallet Network (TPN). Once you have placed your order with PrimaPorcelain, a member of the team will be in touch to confirm your delivery date and other details.

Where will my order be delivered to?

All deliveries are made to kerbside (or as close to the property as access will allow). The vehicle will lower the goods using a tail lift, and a pump trolley will be used to move your goods to the kerbside. Because a single pallet can weigh as much as 1 tonne, delivery personnel will not be able to push or pull the goods over an incline or gravel, so they will determine the safest flat place to leave the goods. Items cannot be moved or carried upstairs, round the back of the property, etc.

Please ensure that materials are moved from kerbside. The delivery driver will assist if possible.

What if the delivery vehicle can’t reach my property?

It is the customer’s responsibility to inform us prior to dispatch of any access issues at the delivery address. If we are made aware of this before the goods are dispatched, we can make an appropriate delivery plan. If you do not make us aware—and subsequently the vehicle cannot complete the delivery because of restricted access—the buyer may incur a failed delivery or redelivery cost.

For example, please let us know if…
  • Your street is unusually narrow
  • You live in a cul-de-sac with no room to turn around
  • There are weak bridges near your property
  • Low-hanging trees restrict access to your property
  • There is no hardground (i.e. tarmac / concrete) outside your property
  • Vehicles often park on your road, restricting access
  • There are any other parking / unloading restrictions on your street
If you are unsure whether or not our delivery driver will be able to reach your property, please call 0800 028 8756 prior to placing your order.

What will happen if I miss my PrimaPorcelain delivery?

An additional charge will be applicable if your order has to be re-delivered.

Can I return my order if I’m unhappy with it?

Yes, although there are some conditions. See our returns policy for more information.

If you have any other questions about our delivery policies, please don’t hesitate to contact the PrimaPorcelain team.