Delivery and Return Policy

Garden Gravel Express - Delivery & Returns Made Simple

At Garden Gravel Express, we are committed to making your purchase of landscaping materials hassle-free. Discover our transparent delivery process, vehicle details, and straightforward returns policy, so you can order your perfect aggregate, be it golden gravel, or apricot chippings, or the classic plum slate with complete confidence.

How we deliver your order

Whether you are ordering a few finishing touches or enough material for an entire driveway, we have a delivery solution tailored to your needs.

Small bag deliveries

For smaller quantities and individual bags, we use carriers like Fedex to ensure a swift and fully trackable delivery directly to your door.

Bulk bags and large orders

For bulk bags or large multi-bag orders, we partner with specialist pallet carriers. These deliveries are made using large vehicles equipped with a tail-lift and a manual pump truck. Please note that we do not use cranes or hi-ab vehicles. Your goods will be lowered to the ground via the tail-lift and wheeled to the nearest safe point.

Delivery requirements and restrictions

To ensure a smooth and successful delivery of your bulk aggregates, please review our essential access checklist before placing your order.

Firm, level ground is essential

Manual pallet trucks feature small wheels that can only operate on flat, solid surfaces such as concrete, tarmac, or block paving. We cannot wheel pallets over soft or loose ground, including grass, soil, or existing gravel.

No slopes or inclines

Because the heavy pallets are moved by hand using a pump truck, the driver cannot push or pull your goods up or down any slopes, hills, or inclines. The unloading area must be entirely level.

Clear vehicle access

Our delivery vehicles are large. We require a minimum access width of 3 metres, free from parked cars, low-hanging tree branches, or low cables. We cannot deliver to private roads that restrict heavy goods vehicles.

Clear vehicle access

Our delivery terms

By placing an order with Garden Gravel Express, you confirm that your delivery location meets the access requirements outlined above.

It is always at the delivery driver's discretion to determine whether the location is safe and suitable for unloading. We cannot accept liability for the consequences of where the driver safely positions the bulk bags or pallets.

If a delivery cannot be completed because the access conditions are unsuitable or unsafe, the customer will be responsible for the return delivery costs. Ensuring your property is ready for a heavy goods delivery helps us keep our service efficient and protects you from unnecessary return fees.

Straightforward returns

We comply fully with consumer protection regulations, ensuring your rights are always upheld.

If you change your mind and wish to return your order, you may do so within 14 working days from the day following your delivery. Goods must be returned in their original condition. Customers are responsible for arranging and covering the cost of the return transport.

Please note that if an order has to be returned whilst on route, or cannot be delivered due to restricted access or unsuitable ground conditions a return haulage charge will be deducted from your final refund.

Delivery Vehicle

To ensure our delivery process is as environmentally friendly as possible, our carrier partners carefully plan our delivery loads within each area. This means your delivery could be on 7.5, 18, or 26-tonne vehicle equipped with a tail-lift and a manual pump trolley. Please note: that we do not utilise cranes or hi-abs for deliveries. For your reference our vehicles are slightly larger than a standard dustbin lorry, please check before ordering. For loose load deliveries, we may use either an articulated vehicle or an 8-wheeler truck

Possible Restrictions

The ground must be solid and flat. We cannot deliver onto loose gravel, grass, or uneven surfaces. Hanging obstructions such as trees and cables, or parked vehicles, may prevent the vehicle from accessing the delivery location. Height restrictions and bridges may pose an issue for delivery vehicles.

Offloading Your Order

All bulk deliveries are on wooden pallets and are manually wheeled onto the delivery surface. Smaller orders are boxed and delivered to your door. We can only guarantee a kerbside delivery on bulk orders. The delivery surface needs to be smooth ie tarmac drive way and flat or level with no incline. Please note that it is down to the driver’s discretion whether or not he deems the delivery location safe.

Bulk Orders

For bulk orders, such as 10 Tonne quantities, we encourage you to contact us directly for assistance. These larger orders can be arranged as a loose load, delivered straight to your site or home for your convenience. Our team is here to ensure your bulk order is organised efficiently and meets your requirements.

How to cancel or amend your order

We process orders quickly to get your garden materials to you as soon as possible. If you need to cancel or amend your order, this must be done prior to dispatch to avoid any return haulage fees.

Garden Gravel Express is proudly part of the Charles Watson family. For all order amendments, cancellations, or customer service enquiries, our parent company team is ready to assist you.

Contact the Charles Watson Customer Service Team:
Phone: 01422 251 251
Email: customerservice@cwatson.co.uk
Address: 125 Pellon Lane, Halifax, West Yorkshire, HX1 5QN

Our working hours are Monday to Friday, 07:30 to 17:30.