Delivery information

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 from product prices to keep our tiles competitively priced. Delivery to the UK mainland starts at £54.00 per crate, which covers up to approximately 1000 kg. For parcel deliveries within the UK mainland, charges are £4.94 for up to 5 kg, £7.94 for up to 10 kg, and £9.95 for up to 20 kg.

Orders are usually dispatched within 3 to 5 working days. Special orders, large-format tiles, slabs, bathware, and large quantities may require specialist vehicles, which can mean longer delivery times. We’ll arrange a delivery date that works for you.

Deliveries occur Monday to Friday, 8:00 am to 5:30 pm (excluding Bank Holidays). Specific morning, afternoon, or timed delivery can be arranged for an additional charge, subject to availability. Morning deliveries are available between 8:00 am and 1:00 pm, depending on your area.

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 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 ‘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 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 email your enquiry to [email protected] for further information.

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 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 email your enquiry to [email protected] for further information.

We provide reliable shipping to Europe 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 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 can not 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. For more information, please follow the hyperlink attached.

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 Monmouth, South Wales.

Please email your enquiry to [email protected] for further information.

We offer reliable shipping services for both retail and trade customers to America.

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.

If you do not have a nominated customs broker, we can assist by providing one through our third-parties freight forwarder.

Business/Trade

For business-to-business shipments, we can offer DAP (Delivered at Place) shipping. Under DAP terms, your goods will be delivered directly to the address you specify. You will be responsible for any applicable import duties, taxes, and customs clearance fees once the shipment arrives in your country.

While we cannot confirm the exact import duties and taxes for deliveries to America, we can provide the commodity code and country of origin to help you estimate these costs. More details can be found in the linked information.

The buyer of the goods must provide an IRS number, as they will act as the “Importer of Record.” This number must be registered with U.S. customs authorities and is subject to audit. Importing goods into the USA involves strict compliance checks, and multiple verifications of the importer are conducted before goods can ship.

Private/Retail

For retail clients, we offer DDP (Delivered Duty Paid) shipping under Incoterms. With DDP, the price we quote covers all charges, including import customs clearance, import tax, and duties. You won’t need to pay anything locally in the destination country, as these costs are pre-paid before dispatch.

Alternatively, we can arrange for your haulier to collect the goods from our warehouse in Monmouth, South Wales.

Please email your enquiry to [email protected] for further information.

We are happy to make the goods available for collection by your haulier from our warehousing in Monmouth, South Wales.

Alternatively, if possible, we may be able to ship directly to you. For more information, please email your inquiry to [email protected].

Our standard deliveries are made Monday to Friday between 8:00 a.m. and 5:30 p.m. For added convenience, you can also request a morning (8:00 a.m.–1:00 p.m.), afternoon (1:00 p.m.–5:30 p.m.) or timed delivery slot for a small additional fee, depending on your location and availability. Our team can help confirm the best option for you.

We offer fast delivery within 3 working days for most orders through our pallet network for quick turnarounds. Additionally, we operate our own fleet of vehicles in various sizes with multiple off-loading options. During periods of high demand, there may be a lead time of up to 10 days, but we will always do our best to accommodate your requests. Delivery charges depend on the weight and size of your order. For UK mainland deliveries, rates start at £54.00 per crate (up to approximately 1000 kg). Smaller parcel deliveries within the UK mainland are charged at £4.94 for up to 5 kg, £7.94 for up to 10 kg, and £9.95 for up to 20 kg.

Sample requests and smaller orders are shipped via parcel carrier, and will be delivered directly to your door. For larger orders, delivery is made on a sturdy wooden pallet, either kerbside or to the nearest accessible location (using our own fleet). For tracking, TPN (The Pallet Network) will send tracking information, allowing you to track your delivery through a link provided. Once scanned onto a vehicle, the delivery window will be updated. If tracking isn’t updated by 10:30 am, it may be part of the driver’s second afternoon run, but it will update later in the day.

If no one is available at the time of delivery, we can arrange a redelivery. While we try to accommodate same-day rescheduling, a redelivery charge will apply. We also offer the option to have the driver call in advance to confirm that someone will be available to accept the goods.

We have a large fleet of purpose built delivery vehicles, including smaller vehicles for properties with limited access. If necessary, we can provide offloading equipment such as cranes or forklifts to ensure your delivery is made safely and efficiently. Our team is skilled at handling complex deliveries, ensuring your order arrives securely and on time.

Limited access areas refer to locations where pickup and delivery may be restricted due to tight lanes, gated communities, or other obstacles like overhanging trees or gravel driveways. If you’re unsure whether your property has limited access, please contact us in advance. We can assess the situation and determine the best course of action, including potentially using smaller vehicles or arranging additional clearance.

If you are ordering from outside the UK, you’ll need an EORI number (Economic Operators Registration and Identification) to ensure smooth processing through customs. Without this number, your shipment could be delayed or not processed at all. We recommend obtaining your EORI number ahead of time to avoid any delays.

We deliver Monday to Friday, between 8:30 AM and 5:30 PM (excluding Bank Holidays). If any issues arise, we’ll contact you immediately with updates, keeping you informed every step of the way. For a delivery ETA, feel free to give us a call, we’re always happy to help!

Yes, you can request that the driver contacts you before delivery. Please note that while the driver will do their best to call, they may not be able to reach you while on the move due to signal issues or safety regulations as the driver cannot make calls while driving. If there’s an issue with the delivery or if no one is available, ourselves or the driver will contact you as soon as possible to confirm the next steps and arrange redelivery if needed.

An A-Frame is a type of stillage used for storing and transporting flat, fragile materials. It’s designed in a triangular ‘A’ shape to secure the contents and prevent movement during transit, thus protecting them from damage. A-Frames are commonly used for tiles, stone, and other delicate items.

Yes, you’re very welcome to collect your order instead of arranging delivery. All collections are handled from our Head Office & Warehouse at:

Unit 1, Wonastow Industrial Estate East, Monmouth, South Wales, NP25 5JB

Orders placed through our website can only be collected from this location. For smaller items (e.g., samples or orders up to 1m²), collection may also be possible from selected showrooms, please enquire in advance.

Collections from our Head Office are available:

• Monday to Friday: 9:30 AM – 4:30 PM

• Saturday: 9:30 AM – 11:30 AM

We offer morning (9:30 AM – 12:00 PM) and afternoon (12:30 – 4:30 PM) collection slots to help manage traffic and loading times. Please try to arrive within your booked slot. If you’re delayed, call us on 01600 715444, and we’ll do our best to accommodate or reschedule your pickup.

Most orders are available for collection within 48 hours of ordering. However, please wait for confirmation from us before making the trip.

To ensure your safety and the secure transport of goods:

• A standard family car can usually carry up to 200kg comfortably.

• Heavier orders will be palletised and loaded by forklift, so a flatbed or appropriate vehicle will be required.

If we determine that your vehicle isn’t suitable for loading or safe transit, we may need to reschedule your collection. To avoid disruption, you’re welcome to contact us in advance to confirm vehicle suitability or discuss the dimensions/weight of your order.

When you arrive:

1. Park in one of our clearly marked collection bays.

2. Call the main number (provided in your order confirmation) with your order number.

3. Our warehouse team will bring your order out to you promptly.

Please take a moment to inspect your goods at the time of collection. If anything appears damaged or unexpected, let us know immediately and we’ll assist you.

Yes, we highly recommend checking your order during collection. While we take great care with packing, it’s best to raise any issues on-site.

Some key points:

• A small percentage of extra material is often included, this will be noted in your paperwork.

• Minor edge chipping or surface imperfections are normal with natural stone and tiles and are 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. Mandarin Stone cannot be held liable for any damage during transit after collection.