Customer Help & FAQs

How can we help?


Can I cancel my order?

If you wish to cancel your order, you must do so prior to dispatch, and have received email confirmation from us of the cancellation, in order to receive a full refund.

If your order has already been dispatched, you will incur a return delivery charge of £80.00 per pallet. This will be deducted from any refund due, along with the original delivery charge.If you require a hiab delivery or have difficult access, please contact us to discuss before placing your order.

What if I want to speak to someone?

Contact us with any questions, concerns, or feedback. We will aim to get back to you within 48 hours.

Do you offer a discount on bulk orders?

If you wish to place a bulk order, please contact us for a quotation.

Do your prices include VAT?

Yes, all our prices include VAT at 20%.

Do you accept payments over the phone?

Yes, please call us on 0114 2061113 to pay via debit or credit card over the phone.

Do you offer trade accounts?

We do not currently offer trade accounts.

I have seen an item I would like to purchase but I am not ready for it to be delivered just yet, can you store it for me?

Provided the item has been paid in full we can offer a storage facility until you are ready for your item to be collected or delivered. There may be a small charge for this service.


What delivery options do you offer?

Standard Delivery has an estimated delivery time of 4-6 working days. Express Delivery has an estimated delivery time of 1-2 working days. Deliveries are made with an 18 ton rigid wagon and the driver will unload using a tail lift and manual pump truck. Deliveries will be made to the kerbside or the bottom of the driveway. Deliveries cannot be made on grass or gravel.

If you require a hiab delivery or have difficult access, please contact us to discuss before placing your order.

Where do you deliver to?

We deliver to all postcodes in the UK. For standard deliveries there needs to be enough room for an 18 ton rigid wagon to manoeuvre and for the driver to pull the pallet on to the kerb from the road.

Standard delivery is by manual pump truck and tail-lift. Delivery can only be made to a flat, solid surface. Deliveries cannot be made on grass or gravel.

If you require a crane grab or are unsure whether your address is suitable please contact us at 0114 2061113 or and we will advise you.

Does someone need to be present for the delivery?

For standard orders, you, or someone authorised by you, needs to be present to check that the delivery is as expected in order to sign for the delivery. If no one is available to sign for goods, alternatives can be arranged.

Do you offer hiab crane delivery service?

Yes, please contact our customer service team to request special delivery arrangements.

Can you deliver tomorrow?

Yes, we can offer next day delivery if your order is placed before 11am that day.

Please contact us directly to arrange.

How long will it take to receive my order?

Standard delivery usually takes 3 to 5 working days.  Express shipping takes 1 to 2 working days. Our standard service is a non-timed delivery between 8am and 5.30pm on the arranged day. The courier will phone prior to delivery to book a specific date for delivery. If you have specific delivery requirements please contact us directly.

Can you do a delivery at the weekend?

Yes, we do offer a weekend delivery service. Weekend delivery will need to be arranged in advance and there will be an additional charge.

Please contact support at to arrange.

Returns & Refunds

How do I return a product?

Items must be returned within 14 days of receiving your order. Items must be returned unused and in the same condition in which they were received, including all the original packaging. To return your product, the return shipping can be arranged by you or by us. If you arrange your own return shipping, goods should be sent to: Britannia Stone, Clifton Works, Hillfoot Road, S3 8AA. Where returns are not due to damage or defect, then you will be responsible for paying the delivery haulage costs and return haulage costs. Where we arrange return shipping, these are charged at £60 (including VAT) per pallet for standard delivery and £80 (including VAT) per pallet for express delivery. All haulage costs incurred will be deducted from the total refund due.

How long will it take to receive my refund?

Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Allow 14 days for the refund to be processed from receipt of returned goods.

Is there a re-stocking fee on returned orders?

Yes, 10%.

What if I receive damaged goods?

Inform us by email within 24 hours of the delivery.  Please include a description and images. We will aim to find the best possible solution, whether that be a refund or replacement.

Whilst we do our utmost to ensure your goods arrive in perfect condition, it is important to allow a total of 5 - 10% for cuts, wastage and breakages when ordering. This is an industry standard.

Viewings & Collections

When are you open?

Opening Hours:

Mon - Fri, 8:00am - 4:00pm
Saturday, 8:00am - 1:00pm
Sunday, Closed

Is your stone yard open to the public?

Yes, we are open 8am to 4pm Monday to Friday and 8am to 1pm Saturdays to both trade and public, no appointment required.

How do we arrange the collection of an order?

If ordering via the website, you will receive an email notification when your order is ready for collection. Please check our opening hours and ensure that the vehicle you are using for collection is suitable for the size of your order.

What can we expect when visiting your reclamation stone yard?

We have a two-acre yard brimming with reclaimed materials that we welcome you to visit.  We have ample on-site parking. On your arrival, please report to reception. Our friendly staff will be able to give you guidance on finding what you are looking for.