How long does delivery take?
Most orders are delivered within 7 - 8 working days of payment. You’ll be able to see an estimated delivery date at checkout for most products, and our delivery partner will keep you updated by email or SMS as your order progresses.
How much is delivery?
Delivery is free to most UK mainland postcodes. A small number of postcodes carry a surcharge per pallet — full details are on our Delivery page.
Do you deliver to my address?
We deliver across the whole of the UK mainland. Rural areas can take a little longer. We’re currently unable to deliver outside the UK mainland, including Northern Ireland, the Republic of Ireland, the Isle of Man, the Isle of Wight, the Channel Islands, the Scottish islands and the Isles of Scilly.
How will my order arrive?
Paving is delivered on pallets by our pallet-freight partner, usually on a large lorry with a tail lift and pallet truck. This is a kerbside service: the driver will place pallets at the kerb or on a driveway with clear, level, solid access (not gravel or grass). Drivers can’t carry slabs through to your back garden, so please arrange labour if you need the stone moved. For loads of 10 pallets or more we can quote a HIAB/crane offload — call us on 0115 646 3218.
Does someone need to be there for the delivery?
Yes — deliveries are signed for, so please make sure you or a representative is available. If you can’t be present, add a note at checkout or call us in advance and we’ll do our best to accommodate.
Can I change my delivery date?
Usually, yes — call us on 0115 646 3218 as early as possible and we’ll confirm what’s possible for your order.
My road has access restrictions — can you still deliver?
Deliveries arrive on large vehicles, so please tell us at the time of ordering about width or height restrictions, red routes, unadopted roads, permit parking or anything else that could affect access. We’ll plan the delivery accordingly.
What if my delivery doesn’t arrive on the day?
Call us as soon as you can and we’ll chase it immediately — a second attempt is normally made the next working day. [CONFIRM second-attempt commitment.] Delays are almost always local traffic or vehicle issues with the carrier. Because deliveries are made by a third-party carrier, dates are estimates rather than guarantees — so please don’t book installers or hire equipment until your stone has actually arrived.
Can my order be split into more than one delivery?
Yes — split deliveries are available on full packs for an additional charge of £60.00 per split load.
How do I prepare for delivery day?
Confirm your address and a daytime phone number, make sure the drop area is flat and solid enough for a pallet truck carrying up to a tonne, and let us know in advance about anything that could restrict access. It helps if the person receiving the delivery can assist the driver where needed.
Do your prices include VAT?
Yes. All prices shown on the website include VAT — the price you see is the price you pay, plus delivery only where a postcode surcharge applies. VAT invoices are available on request, and if your purchase qualifies for zero-rating please contact us before ordering.
How can I pay?
You can pay online by all major debit and credit cards (Visa, Mastercard, American Express, Maestro), Apple Pay, Google Pay and PayPal, or by bank transfer. You can also order and pay over the phone on 0115 646 3218. We don’t offer cash on delivery.
Can I order over the phone?
Yes — call 0115 646 3218, Monday to Friday 8am–5:30pm and Saturday 9am–3pm.
Do you offer discount codes?
From time to time we run offers across the site — check the homepage and the Sale collection. Clearance prices are already reduced and don’t need a code. Trade customers can register for trade pricing here.
Do I have to buy full packs?
No — many of our products can be ordered in the quantity you need, and we’re happy to split packs where the product allows. Some items are supplied in full packs only; the product page will make this clear.
How much extra should I order for wastage?
We recommend ordering around 10% extra. It covers cuts, the odd breakage on site, and lets you set aside any slab whose natural veining or variation you’d rather not use in a prominent spot.
What if I order too little?
We can top your order up. Small top-ups below a full pack may carry a delivery charge depending on weight and location — call us and we’ll find the cheapest way to get it to you.
Can I amend my order after placing it?
If your order hasn’t been dispatched we can usually add to it or amend it — call us as soon as possible. Late additions may carry additional carriage depending on weight and quantity.
I placed an order but the payment didn’t go through — what happens now?
We’ll have a copy of your order and will call you the same or next working day. If you’d like to proceed, we can take payment over the phone.
I don’t need the stone for a few weeks — do I have to take delivery straight away?
No — once paid, we can hold your order until you’re ready. Just give us a few days’ notice to arrange delivery. [CONFIRM holding policy and any time limit.]
I’m having trouble ordering on the website.
Try clearing your browser cache and cookies first. If that doesn’t fix it, call us on 0115 646 3218 or email info@universalpaving.co.uk and we’ll help — and it genuinely helps us fix the site for everyone else too.
Where does your stone come from?
We’re a family-run direct importer. Our sandstone, limestone and granite come from trusted, long-standing partners in India — the same region our family has worked with for decades [CONFIRM heritage wording] — and our porcelain is manufactured to our specification in India and imported directly. Buying direct with no middlemen is how we keep quality high and prices sharp.
Are your products ethically sourced?
Yes. All of our paving is CE marked and sourced through trusted suppliers we know personally and visit regularly.
Can I get samples?
Yes — order samples from our Samples collection and we’ll ship them to you. If you’re local, you’re welcome to visit our Nottingham yard and take samples from stock.
Can I visit you to see the stone?
Absolutely — our open-yard display at A4 Chris Allsop Industrial Park, Rd No 2, Nottingham NG4 2JR has our products on display and available to purchase. We’re open Monday to Friday 8am–5:30pm and Saturday 9am–3pm. If you’re coming to view a specific product, call ahead on 0115 646 3218 and we’ll make sure it’s available to see.
Why do my slabs look different from the sample?
Stone is a natural product and no two pieces are identical — colour and veining vary from slab to slab and batch to batch, which is exactly what gives natural stone its character. A single sample can only ever be a guide. The more stone you can see, the better feel you’ll get, so a yard visit is the surest way to know what to expect.
My stone looks darker than I expected — why?
Wet stone always looks darker. If your stone has recently been cut or has travelled in damp conditions, let it dry fully before judging the colour — and before installation.
Some slabs have small chips on the edges — is that normal?
Small edge chips from processing, handling and transport are normal across the natural stone industry and won’t be noticeable once laid and pointed. We recommend opening all crates and laying out your slabs before installation, keeping any with larger chips for cuts. Anything beyond minor chipping should be reported — see the damages section below.
Is stone paving slippery?
Our ranges are selected with grip in mind — riven, textured and anti-slip finishes are designed for wet UK conditions, and porcelain ranges have a textured surface for outdoor use. Like any outdoor surface, paving can become slippery if algae or dirt builds up, especially in shaded, north-facing spots — an occasional clean keeps grip at its best.
What is porcelain paving?
Porcelain is fired at very high temperatures to create a dense, non-porous slab with the look of natural stone. It doesn’t absorb water, so it’s frost-proof, stain-resistant, fade-resistant and never needs sealing — a sweep and an occasional wash keep it looking new. Browse the range here.
What’s the difference between calibrated and uncalibrated stone?
Calibrated slabs are machined to an even thickness (typically 22mm ±2mm), which makes them lighter and quicker to lay on an even bed. Uncalibrated slabs are hand-split and vary more in thickness (roughly 18–35mm), which some landscapers prefer. Both are the same stone and the same quality — the difference is purely thickness consistency.
Smooth or riven — what’s the difference?
Riven sandstone has the natural, undulating split surface; sawn and honed (smooth) sandstone is machine-finished flat for a more contemporary look. Both are available across our most popular colours — see Smooth Sandstone and Riven Sandstone.
Can I use your paving on a driveway?
Yes — with the right product and the right build-up. Setts and cobbles, porcelain and dense stone are all proven driveway choices, and darker colours hide the odd tyre mark well. A driveway needs a deeper sub-base than a patio, so make sure your installer specifies accordingly. Browse driveway options here here.
Can I use paving around a pool, indoors, or on a balcony?
Porcelain is ideal around pools and spas thanks to its non-porous, textured surface. Natural stone works too with regular cleaning. Indoors and on balconies and terraces, always confirm the specification (thickness, supports, any heating system compatibility) with your installer before ordering.
How much is in a pack?
It varies by product — every product page lists the pack contents, sizes and coverage. If anything’s unclear, call us and we’ll talk you through it.
I can’t find the size, finish or colour I’m looking for.
Most of what we stock is on the website, but not everything — and we can order special sizes and bespoke pieces through our supply partners in India. Lead times for special orders vary [CONFIRM: typical range], and special orders require a deposit [CONFIRM: amount]. Call us with your requirement.
I’m extending an existing patio — how do I match the slabs?
Bring a sample of your existing paving to our yard, or send us a clear photo, and we’ll identify the closest match in our range. Bear in mind new stone will stand out against weathered paving at first — the difference softens as the new slabs weather in.
Do you provide a laying guide?
Yes — our laying guide is on the website [link: /pages/laying-guide] and we can email it to you or your installer on request.
Should I lay the paving myself or use a professional?
Unless you’re experienced, we recommend a professional landscaper or paving installer — they have the tools and know-how to get falls, sub-base and pointing right first time. If you’re confident doing it yourself, our laying guide covers the essentials.
How should I lay porcelain paving?
Lay porcelain on a full mortar bed over a compacted sub-base, priming the back of each slab with a slurry primer so it bonds properly — see our Primer collection. Keep joints at a minimum of 5mm and finish with a brush-in or flowable jointing compound from our Grouting range. Cutting porcelain needs a diamond blade. Full details are in the laying guide.
Do you offer help with laying patterns?
Every patio pack includes a general laying pattern for the standard pack. All gardens differ, so treat it as a starting point — online laying-pattern calculators are useful for planning multiple packs, and our team is happy to advise.
How do I unpack a crate safely?
Slabs are stacked upright like a loaf of bread. Take slabs from the centre of the crate rather than one side, and as the crate empties, move remaining slabs across to balance the weight — this stops the crate tipping.
How do I clean dirt and organic marks off natural stone?
For general dirt, grass and mud marks, a proprietary outdoor stone cleaner diluted per the instructions, followed by a jet wash, gives the best results — dirt sits in the pores of the stone and needs the mechanical action to lift out. Keep the lance around 600mm from the surface to avoid etch marks.
How do I remove cement stains?
Cement is far easier to wipe off wet with clean water and a sponge during installation than to remove once dry. For dried cement marks, use an acid-based builders’ clean product — but never on limestone, which acid will damage. If in doubt, call us before applying anything.
What are the white marks appearing on my new patio?
That’s efflorescence — natural salts carried to the surface as moisture moves through cement-based bedding and joints. It’s harmless and fades with weathering. Washing with hot water, washing-up liquid and a stiff brush over a few sessions speeds it up. It doesn’t damage the stone.
What is reflective staining?
Pale patches that mirror the mortar dabs beneath the slab — it happens when paving is laid on spot or half beds rather than a full mortar bed. It’s another reason we recommend full-bed installation.
Will my stone change colour over time?
Natural stone weathers, and most stones mellow attractively with age — many customers prefer the weathered look. Some stones change more than others (black limestone, for example, lightens noticeably in sunlight). If you want to hold the original depth of colour, a colour-intensifying sealer can be applied — ask us for advice for your specific stone.
My stone has marks or discolouration after laying — is the stone faulty?
Stone is largely inert — marks appearing after installation are almost always site-based (footprints, organic matter, bedding issues) rather than a product fault, and a proper clean resolves most of them. If you’re concerned, send us photos and we’ll advise.
What should I do if my delivery arrives damaged?
Note any visible damage on the delivery note with the driver, take photos, and report it to us within 48 hours by phone or email. Full guidance is on our Breakages page.
What happens if some slabs are broken?
Report breakages as soon as possible with photos so we can see what happened. We’ll replace sub-standard product as quickly as we can and arrange collection of damaged items where needed. Remember that ordering 10% extra protects your schedule against the odd breakage.
There’s a problem with my product — what should I do?
Contact us before installing it. Issues are far easier to resolve while the stone is uninstalled — installing a product you believe is faulty is treated as accepting it, which limits what we can do afterwards. If goods arrive damaged, faulty, not as described or incorrect, you have 30 days from delivery to arrange a return, and we’ll collect at our cost.
Can I return products if I’ve changed my mind?
Yes — you have 14 days from delivery to cancel. Goods must be returned unused, in their original packaging and condition. You can return them to our Nottingham depot yourself, or we can arrange collection at cost. Refunds are issued within 14 days of the goods arriving back with us. Bespoke and special-order items are excluded. Any refund owed will have a restocking fee of 10% restock and return postage charges subtracted from it. Full policy: https://universalpaving.co.uk/pages/returns-refunds.
What if I ordered too much?
We can take back full, unopened packs — collection is charged at cost depending on product and location, per the returns policy above.
What if something I ordered turns out to be out of stock?
We’ll call you straight away. You can choose a full refund or join the waiting list with an estimated availability date — whichever suits you.
Do you offer trade accounts?
Yes — we work with landscapers, contractors, builders and garden centres across the UK, with volume pricing, priority stock allocation and a direct line to our senior team. Apply through our Trade Account page: https://universalpaving.co.uk/pages/b2b-landing.
I’m a contractor — can I collect?
Yes — collection from our Nottingham site is welcome and often the most competitive option for trade customers. Call ahead on 0115 646 3218 to confirm stock and loading.
I’m a merchant or stone dealer — can we work together?
We’d love to talk. Call 0115 646 3218 or email info@universalpaving.co.uk and we’ll discuss supply terms for your business.
Our team is happy to help. Call 0115 646 3218 (Monday–Friday 8am–5:30pm, Saturday 9am–3pm), email info@universalpaving.co.uk, or message us on WhatsApp. You can also use the contact form here.
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