FAQ’s

Common queries about us and what we do.

Shopping Basics

This is a huge can of worms and a debate that will never end. Neither is better than the other in honesty – they have different characteristics that may make one more suitable for your project than another. We love these kind of debates though so if you want some advice on what material you should go for come and see us. And if you’ve got five take a look at the articles on our blog where we delve into paving subjects on a regular basis.

We’re nestled in at the back of New Forest Fencing’s yard where we can keep our paving in tip-top condition for our clients. If you’re using a sat nav pop in SO16 0YE and head into New Forest Fencing as soon as you see the entrance.

If you’re coming to us from the motorway you’ll reach a roundabout with a retail park to the right where B&Q are. Don’t head towards B&Q – go straight over the roundabout through the industrial estate. The buildings will start to thin out and you’ll see some countryside and a left turn marked ‘Mill Lane’. Take this turn and travel just over a mile on this winding road and you’ll see the main New Forest Fencing entrance on your right. Pull in here and ask one of the staff to point you in our direction or call us and we’ll come and greet you. Everyone’s really friendly so don’t be afraid to ask for directions! We’ll see you soon.

Orders are normally picked, packed and dispatched within 24 hours of you placing them so if you need to make a change then call us as soon as possible. If you’re needing to make a change to your order and it’s outside of office hours then drop us an email and we’ll get onto it the next morning.

Sure you can. We hold stock of a wide range of beautiful paving and encourage our clients to come and see it if they can. If you’re planning to collect just be sure to speak to one of our team before you do to ensure we have what you want available – our stuff moves pretty fast and we wouldn’t want you to waste a journey. You also need to be sure to bring a suitable vehicle that can be loaded with a forklift truck.

Generally we send most of our goods out via the pallet delivery network. This is a fast and economic way to get our paving products to your door. Generally goods are left at the entrance to your property. If you live locally to our base in Southampton we can also offer a range of other delivery methods including via crane off-load (or HIAB). If you’d like to discuss alternative delivery means please get in touch with our team and we can help create a solution perfect for you.

The prices stated on our website are for the products only. However if you require delivery just add the items to your cart and check the delivery option – our system will work out the cost of delivery for you and it’s itemised in your cart.

If you need our assistance or advice on our products all you need do is drop us a line, use our online chat function, pop in to our yard in Southampton or give us a call. We’re always keen to discuss landscaping projects and how we can make your ideas come to life.

Payments

If you’re visiting us in the yard you can pay by cash, bank transfer, contactless payment methods or card payment via our card terminal. If you’re buying our products on the website please pay by debit or credit card when placing your order – that way your stuff will be allocated straight to your project.

As a VAT registered business VAT is applicable to all of our products. The VAT amount will be displayed on your invoice and you’ll get a VAT receipt with every purchase. If you need a copy of an invoice you’ve lost then don’t hesitate to ask us for another.

Shipping & Returns

If the product you’ve bought is in stock then we can generally get it to you within a week – sometimes sooner. There are also expedited delivery options if you are in a rush and need the goods pronto – be sure to email us or discuss this with us when you order so we can get onto it.

You can get a refund on your purchase if you’ve not used the items and you’re contacting us within 14 days of receiving them. You are responsible for getting the goods back to us in order to receive your refund. As long as the goods are in a re-saleable condition and do not show signs of being used or installed we will refund you minus our re-stocking fee. For full information on our refund policy and our terms of business please click here.

Generally we send most of our goods out via the pallet delivery network. This is a fast and economic way to get our paving products to your door. Generally goods are left at the entrance to your property. If you live locally to our base in Southampton we can also offer a range of other delivery methods including via crane off-load (or HIAB). If you’d like to discuss alternative delivery means please get in touch with our team and we can help create a solution perfect for you.

We can indeed ship to anywhere in the world. Wherever you are we’ll find a way to get our products to you if your budget allows. For deliveries outside the UK contact our team to discuss the options.

The first thing you should do is get in touch with us and tell us your problem – it may be something we can help you solve without having to return your paving. Alternatively you need to get your products back to us safely in order for us to refund you. We realise this can be hard with heavy paving materials – to help with this we can arrange a courier to collect from your property if you can package the paving and leave it in a suitable spot – the cost for this would come out of your refund.

As soon as we’ve received the returned goods we’ll assess them and count them back in to stock. You’ll then be refunded within 24 hours usually via the same payment method as the one you used to pay on. The timing of the funds appearing back into your account does vary depending on your bank and card provider.

Contact

Still have questions?