Help & FAQs

If you need to make changes to your order, please contact us as soon as possible. If your order has not yet been dispatched, we may be able to make changes for you. If your order has already been dispatched, we may not be able to make changes, but please contact us and we will do our best to help.

Yes, we offer sample packs of our products so you can see the quality and finish of our patio slabs before you place a full order.

Our website is updated in real-time, so you can see if a product is in stock or not by checking its availability status on the product page. If a product is out of stock, you can sign up to receive an email notification when it becomes available again.

You can place an order with us through our online platform or by contacting us by:

Phone: 01733 810161 

or Email: sales@primethorpepaving.co.uk

Our friendly customer service team is always available to assist you with the ordering process

We accept various payment methods including credit/debit card, PayPal and bank transfer. 

You can also call and pay over the phone, or request a secure payment link.

Our secure payment system ensures that your information is safe and protected

If you have large requirements of over 100m2, it would be worth contacting us directly. The website doesn't offer quantity discounts, but we are able to over the phone as a bespoke quote.

If you are a trade customer that uses lots of our materials over the year, then you can make instant savings by opening a trade account with us.

Yes. You can order all items either individually or by the square meter. Delivery costs are the same regardless of quantity, so it often doesn't make sense to buy just a single slab, but we won't stop you!

We understand that your time is precious, so we aim to deliver your order as quickly as possible. Depending on your location, most orders are delivered within 2-3 working days on a standard delivery. We will nominate a day at checkout.

At checkout, you will be provided a specific delivery date for standard and express delivery services. This reflects the quickest time we can get your order to you.

If you had a different, specific date requirement, you would need to email us at sales@primethorpepaving.co.uk, and we would normally be able to accommodate.

Yes! At checkout, our express delivery option is available to select, along with the price.

No. We may be able to accommodate in very specific circumstances, but the vast majority of the time, we cannot offer this as a service.

Yes. Orders over £750 qualify for free delivery. However, next-day/express delivery upgrades will still come with a fee.

Once your order has been dispatched, you will receive a tracking number via email. You can use this number to track the progress of your delivery and see an estimated delivery date.

Yes, we offer nationwide delivery to all locations within the UK. Our delivery service is prompt, reliable and cost-effective, ensuring your materials arrive exactly when you need them. For certain non-mainland locations, we can arrange delivery but there will almost always be a surcharge.

All of our products are large and bulky items that need palletised delivery. Smaller quantities can be wrapped on a flat pallet, and larger deliveries can be packed into a pallet box. These are then packed onto a pallet truck and delivered nationwide.

This is a cost-effective way to deliver heavy materials.

Normally, all of our deliveries require you to be at home to sign for and accept delivery. If you are not at home, the standard procedure is to attempt redelivery on the next working day at a re-delivery cost of £10+VAT.

However, if you know it is unlikely you will ever be at home during weekday working hours, we can leave your order in your "safe place" without a signature. You will need to contact us directly to organise this as a special request.

At Primethorpe Paving, we strive to provide the best quality products and customer service. If you're not completely satisfied with your purchase, please contact us within 30 days of receiving your order. We will do our best to resolve the issue or provide a full refund.

Only full orders, or unopened crates can be returned, and must be in the exact condition they were received in. A refund for unused materials will be less any delivery costs, including the cost of returning them back to us.

Small, part-orders or leftover slabs will not be accepted.

While we make every effort to ensure this does not happen, with the nature of the product and the weights and distances involved, damages can sometimes occur.

If you notice significant damage upon receipt, you can refuse the delivery and we will be notified by the courier and arrange a replacement ASAP.

If, while unboxing, you notice damage you didn't see upon receipt, you have a 24-hour window to report this to us. We deem "excessive" damage as anything over 10% of the order. At this point we will return and replace the order.

If less than 10% of the order is damaged, we would recommend you keep these imperfect pieces for smaller cuts. Most damaged stones can be used in your project somewhere. Lots of slabs need to be cut to size to fit a pattern anyway, and damaged slabs can still be used for this.

We always recommend ordering 10% extra at checkout to avoid issues such as this.

Please email us at sales@primethorpepaving.co.uk

As these are heavy goods, returns will need to be handled manually.

We will not process a refund until we have received the goods back to our warehouse. The transit time can be up to 3-5 days.

Once counted back into stock, we will process a payment refund, which can take up to 10 days. This depends on your bank's processing time and is normally much, much quicker. Refunds have been received in under 24 hours previously.

Yes. The thickness of the calibration depends on the product. Over the years, we have learned the best calibration thickness for each individual product to ensure you get the best value, but also that the products all arrive in good condition.

As a general rule (but with exceptions):

• Porcelain - 20mm
• Natural stone - 22mm

But please check each product page for details.

We offer a wide range of patio slabs, cobbles, aggregates, sand, cement, jointing compounds and sealers, and all other landscaping materials. Our selection is updated regularly to include the latest and most innovative products on the market.

They are two very different products. Natural stone is quarried from the earth, and they look and feel however they come out of the ground. They will have natural imperfections, differences and no two slabs are the same. This creates charm and individuality across a single patio area.

Porcelain paving slabs are manufactured specifically to look and act a certain way. They adhere to multiple european manufacturing and safety standards, and will be super consistent as a result.

Our products are guaranteed to arrive in line with our delivery standards. They will arrive in great condition and ready to use. But we do not offer any lifetime guarantees post-installation as we have no input on the installation, which is often cause for failure.

Aside from our range of porcelain products, all stone is natural, quarried stone.

Therefore, you cannot guarantee that colours are going to be the same even if they are from the same batch. Natural stone is packed into boxes in the order that it is quarried, and is not sorted to ensure colour match. A colour range will come from the same quarry - e.g. all "raj green" stone will have come from the same quarry, so should be relatively consistent. But simply cannot be guaranteed.

Yes. Natural stone is naturally frost-resistant. Over years and years, the freeze-thaw cycle can expose weaknesses, but they will last decades if looked after.

Manufactured porcelain items will be made to be frost-resistant as standard.

Natural stone can always benefit from sealing. Preventing water absorption has its benefits in all circumstances. The product won't fail without them, but it can add a few years to their longevity and make maintenance easier.

Porcelain products do not need sealing.

Although not typically a DIY job, some handy people prefer to take this on themselves.

Please see our Laying Guide here.

A task that everyone is perfectly capable of! We have a handy guide about mixing the perfect mortar here:

Mortar Mix

Again, not typically a DIY job. But if you are super handy and confident in your abilities, you can follow along with our guide here:

How To Build Garden Steps

Once your wall is built, adding the correct mortar and fixing copings to the top of the wall is something most people will be able to achieve. Read our guide below:

How To Install Coping Stones

There are a few different options these days. It's a good idea to familiarise yourself with the available choices in the article below:

Best Patio Grout Options

Sadly, we do not. In our opinion, they are more of a hindrance than they are a help. Every area is different, as well as your mix of slab sizes. Providing a laying pattern could leave you with a mismatch of remaining slabs, resulting in a very ugly finish.

You can read our full thoughts, as well as some options you may want to consider in this article.

The standard depth is around 100mm. This will vary upon conditions and the surrounding soil and landscape.

We have a complete article on sub-bases and how best to prepare them, which you can read about here.

The best way to clean your slabs depends on the type of paving you have.

We have a full guide on cleaning various types of natural stone here.

Porcelain products are even easier. They are manufactured to be ultra-low maintenance, so simply soap and water will do a great job of cleaning them up.

It's often a good idea to seal natural stone. While the stone does not require it, it can make them easier to maintain and keep them looking newer, for longer.

If you are installing a natural stone patio, we would recommend leaving the patio to settle for 6-8 weeks at a minimum before sealing. This allows any impurities to work themselves out of the mortar and slabs themselves, which you can wash off before sealing. Sealing before this point means you may trap imperfections under the sealant, which makes them difficult to remove thereafter.

The key takeware here: do not use an acid-based cleaner.

Some natural stone and porcelain will stand up to it, but it is not worth the risk. It may permanently ruin the stone, so stick with tested/more gentle methods.

There are numerous types of patio cleaners available on the market these days. If you search "patio algae remover" you will find plenty to match. Just ensure they do not use acid.

This a job you can take on yourself. A handy would be able to assist, but if you want to attempt this yourself, take a read of our how-to guide below:

How To Fix Loose Paving Stones

This is often a simple case of scraping the old joints out, and simply filling them in again with the jointing compound or cement mortar you used originally.

For a more in-depth guide, read here.

From any of the following listings:

• Natural stone paving
• Porcelain paving
• Natural stone cobbles & setts
• Porcelain edging
• Fireplace hearths
• Natural hand-dressed copings
• Natural bullnosed copings
• Porcelain copings
• Natural bullnosed steps
• Natural hand-dressed steps
• Porcelain bullnosed steps
• Porcelain worktops
• Porcelain wall cladding

Each product has its own unique sample format to give you the best impression tof he finished product. A coping sample is going to be packaged and look very different to a paving slab sample.

Each sample pack is explained in the relevant listing in the "How do i order a sample?" FAQ above.

Our samples packs are all sized to allow seamless postage. Therefore we cannot send larger samples.

However, if you are local enough to our depot, you are free to come in and collect as many samples as you would like from us in person.

Hearths are available in limestone, slate, granite and sandstone.

Not any size per-se. Single-piece hearths are limited to max dimensions of either 150cm x 100cm; or 200cm x 150cm, depending on material.

However, if your requirements are larger, we can make multi-piece hearths to fit any size, shape and space.

We do. All hearths can be cut to any size and shape requirement you may need.

Most custom hearths can be ordered directly through our website, but if you have a requirement that feels particularly complex, please email us at sales@primethorpepaving.co.uk

Our machinery is very precise, but as the width of the blade is 5mm, we cannot be more accurate than that.

We aim to be the best value and quickest supplier in the UK. We aim for bespoke items to be delivered to your door in 7 working days or less.

In extra busy periods, this can be a little more, but we aim to never be more than 10 days from the time of order.

Your precise delivery date will be provided at checkout.

We don't need them. Our technicians will take your dimensions and whatever dimension sketches or drawings you have, and cleverly convert them into CAD drawings that our machinery uses.

Sadly, we do not work with cutout templates. Just measurements and drawings.

This is a job that can be done on a DIY basis. But sometimes it is worth having a professional do it. We have written a guide on how to decide which applies to you - and if you were to attempt a DIY job, it includes a guide on how to do this.

Please read our hearth installation guide here.

We have widths and depths to suit almost any project.

• Copings come in various widths from 15-35cm, at 30mm thickness.
• Steps are more varied. They can be up to 1.5m in width, 45mm thick and 45cm tread depth.