Preparing your site for delivery:

Site Accessibility Requirement:

To ensure smooth and successful deliveries, it is essential that your site is accessible to our 26-tonne lorries (maximum size lorry). We kindly request your cooperation in providing as much relevant information as possible when placing your order. This will help us plan delivery routes accordingly. Please take note of the following:

1. Road Access: If your site has restrictions that may prevent 26-tonne lorry from entering, please inform us at the time of placing your order. Any narrow roads, low bridges, weight restrictions, or any other potential obstacles should be brought to our attention to avoid any complications during delivery.

2. Site Obstacles or Restrictions: If there are any specific on-site obstacles or restrictions that our delivery team should be aware of, such as height restrictions, overhead wires, or tight turning spaces, please provide these details so that our drivers can plan their approach accordingly.

Kerbside Delivery:

Our standard delivery option is kerbside delivery, where the products will be offloaded at the nearest accessible point to your address. Please ensure that there is ample space for the lorry to park safely and offload the goods without obstruction.

Our lorries only have the ability to offload by crane or tail lift (both charged as an additional supplement). If these methods of offload are not suitable for you, it will be your responsibility to offload from the truck.

On-Site Presence:

To facilitate a smooth delivery process, it is essential for someone to be present on-site to accept the delivery. This allows for a proper handover of the goods and reduces the risk of failed deliveries. If no one will be available on the scheduled delivery date, please notify us in advance so that we can make alternative arrangements. Please note that any changes you make to delivery within 48 hours of delivery date/time will incur a surcharge for rescheduling (this includes next day, specific day/time slots and priority bookings). We will endeavour to keep the surcharge to a minimum and will work with you to find the most appropriate alternative solution.

At Harmony Surfaces UK Limited, your satisfaction is our priority, and we are committed to delivering your orders with utmost care and precision. By providing us with accurate and detailed information about your site’s accessibility, you play a crucial role in ensuring that your deliveries are executed flawlessly.

Should you have any concerns or require further clarification regarding site accessibility or any other delivery-related matters, please do not hesitate to reach out to our dedicated customer support team via our website or email us at hello@harmonysurfaces.uk. We are here to assist you every step of the way.

Delivery Time and Order Confirmation:

At Harmony Surfaces, we want to keep you well-informed throughout the entire order and delivery process. Here’s what you can expect:

1. Order Confirmation: Once you place an order on our website, you will receive an order confirmation email. This email will include the details of your order, such as the products purchased, quantities, and order number. Please review this confirmation to ensure all the information is accurate.

2. Process Time: After receiving your order, our team will begin processing it promptly. Processing times may vary depending on the specific products ordered, stock availability, and other factors. Typically, the processing time takes 1-2 working days.

3. Delivery Email: Once your order has been processed, we will send you another email within 1-2 working days confirming the delivery details. This email will provide an estimated delivery date and any other relevant information.

4. Lead Time: Our average lead time for deliveries to mainland UK is around 3-5 working days. However, for our large format slab products, the lead time may extend to 7-10 working days on average. Rest assured, we always strive to deliver your orders as quickly as possible.

If you require our priority delivery service, please indicate this when placing the order or contact our customer service team once order has been placed. This will enable us to assist and accommodate your request as best as possible, clarifying if any additional delivery charges are applicable or not.

5. Manufacturer Availability: The vast majority of products are stocked at one of our UK depots and therefore, available to deliver. As a result, we will always endeavour to deliver your order on the requested date. In rare circumstances, where stock availability or delivery schedules have changed, we will promptly notify you via email or telephone.

6. Product Availability and Alternates: In the unlikely event that one or more of the products in your order are unavailable, we will inform you immediately. Our team will work closely with you to offer suitable alternatives with similar properties to ensure your project progresses smoothly.

7. Delivery Time Window: We understand that knowing the delivery time window can be beneficial for planning. However, as we rely on third party logistics suppliers for delivery, we are unable to offer specific time slots. Rest assured, our delivery partners will do their best to deliver your order within the scheduled delivery date.

8. Delivery Tracking: Please note that delivery tracking is not provided for our products. However, you will receive email notifications to keep you informed of the order’s status, from processing to dispatch and delivery.

9. Failed Deliveries and Re-delivery Charges: Ensure someone is available for delivery. If delivery fails due to unavailability or inaccurate details, re-delivery charges may apply.

10. Booking Tradespersons/Builders: Avoid scheduling tradespersons/builders until your items arrive to prevent potential conflicts or charges.
11. Email Communication: If you do not see any emails from us in your inbox, please remember to check your junk or spam folders. In case you encounter any issues or require further assistance, please not hesitate to contact our team, and we will be happy to assist you.

Delivery Locations:

We offer delivery services to the mainland UK. Certain regions and specific postcodes will incur an additional charges. Please contact our customer support team prior to placing the order.

Delivery Charges

Our delivery charges are calculated based on the products in your basket. The specific delivery charges will be clearly displayed in the order summary during the checkout process. These charges are subject to the delivery location and the types and number of items in your order.