Delivery and Returns

Delivery Overview

Surface 360 deliver to most mainland UK addresses.

In stock products, such as System Supports and a select range of Paving Tiles, can be ordered directly from the website and are delivered between 2-3 working days, for orders before 12pm (midday) and excluding bank holidays.

For all other non-stock orders which require an order enquiry form to be completed before purchase, delivery will be between 10-14 working days, subject to availability.

Once your order/order enquiry form has been received and processed we will contact you via email to arrange your preferred delivery day. We cannot provide you with a specific delivery time, however if you have any special requirements, please contact us in advance to discuss and we will do our upmost to assist.

In the event of any delays beyond our control to your specified delivery date, Surface 360 will not be liable for any incurred costs.

Delivery Times

In Stock Orders

• 2-3 working days
• Order before 12pm (midday)
• Delivered Monday – Friday between 8am – 6pm
• Excludes bank holidays

Non-Stock Orders (Order Enquiries)

• 10-14 working days (subject to manufacturer’s availability)
• Order anytime
• Delivered Monday – Friday between 8am – 6pm
• Excludes bank holidays

Delivery Classes

We operate two delivery classes when purchasing product directly form our website. If your postcode does not fall within one of our two classes, or you require delivery to Scotland or an off-shore location, please contact us directly for pricing.

Delivery Pricing

Support System, Protection & Accessories Orders

*DHL and Pallet UK Mainland shipping fee is automatically calculated at checkout based on product size and weight.

**Free delivery is subject to postcode class and vehicular access.

20mm Paving Tiles & Combination Orders

*Pallet UK Mainland shipping fee is automatically calculated at checkout based on product size and weight.

**Free delivery is subject to postcode class and vehicular access.

Non-Stock 20mm External Tiles and 10mm Internal Tiles

Delivery costs will be calculated upon the receipt of a order enquiry form and based on your order quantity and location.

Pallet Deliveries

All paving deliveries are palletised, strapped and shrink wrapped. For support system orders in excess of 3 boxes, these will also be shrink wrapped onto a pallet.

The pallet(s) will be shipped via our delivery partners and The Pallet Network.

On arrival the driver will park the vehicle. The pallet(s) will be offloaded via a tail lift facility and pallet truck to the kerbside position.

The driver will not be responsible for the movement of the pallet(s) from the kerbside position. Nor can they deliver onto steep inclines, gravelled surfaces or other unsuitable conditions.

Parcel Deliveries

For small support system orders (under two boxes), we will deliver via a Parcel courier.

Access

It is imperative that you make us aware of any access issues that may prevent access for a Large Goods Vehicle (LGV) e.g. narrow lanes, trees, restricted roads.

Failure to do so may incur an extra charge for a re-delivery and a delay in receiving your order. If you’re unsure of any restrictions, please contact our customer service department before placing your order so alternative arrangements can be made.

Missed Deliveries

In the event someone cannot receive and sign for the delivery, the goods will return to our warehouse where we will need to rearrange a delivery. At this point we will inform you of the missed delivery and reorganise for the next suitable day you are available. This new date will incur a delivery charge that will be invoiced before being redelivered.

Accepting Your Delivery

Please ensure an adult is present to accept the delivery. The recipient will need to check for any obvious signs of damage to the packaging, check all the materials have been delivered, and sign to confirm receipt.

For any signs of damage or any issues please contact us immediately and follow the below steps:

1. Take photos of the damages/ shortages and defects
2. Write ‘Damaged’ on the delivery note
3. Email us within 24 hours of receiving your order info@surface360.co.uk with your order number and photos
4. Surface 360 will action accordingly

Returns

In the event you are unhappy with the products you have purchased, you are entitled to a refund subject to our terms and conditions.

Should you wish to return items, you must notify us in writing to info@surface360.co.uk within 14 days from receipt of the goods. You then have a further 14 days to return goods to us, at your expense, for a refund. This refund will exclude the delivery charges originally incurred.

Refundable items will be processed within 5 working days of receipt.

If you don’t notify us within the 14 days, you do still have 15-30 days from receipt of the goods to tell us and 14 days to return the items but we will however apply 25% restocking fee to the refund.

You must make us aware what date the returns can be expected back to our warehouse.

Goods must returned and received in the original packaging to the following address in an unused and resalable condition. Please clearly mark the order with your original invoice number. Upon receipt, the goods will be inspected and refunded accordingly. On inspection, should we notice any unexpected damages, we will contact you and advise how this could affect the refund.

Return Address: Transmec UK, C/O Surface 360/ The Deck Tile Co, North 1 London Gateway Logistics Centre, North sea crossing, Stanford-le-hope, Corringham, SS17 9ER

Orders from product ranges marked as POQ 10-14 days are ‘Special Order’ from the manufacturer and therefore are non-returnable and non-refundable. Please refer to our terms and conditions for more information.