What happens if the lorry can't access my road?Updated 2 months ago

If an 18–22-tonne lorry cannot reach your address due to narrow roads, parked vehicles, weight-restricted zones, or similar access limitations, the delivery depot will not be able to complete the delivery.

In such cases, we will check whether delivery can be arranged using a smaller vehicle (such as a 12-tonne or 8-tonne truck), subject to availability and feasibility. Please note that smaller-vehicle deliveries may carry additional haulage charges based on the vehicle size and depot availability.

To avoid delays or redelivery fees, please inform us before your order is dispatched if you believe access may be restricted.

Important: If the carrier cannot complete delivery due to access issues, unsuitable ground, no one available, or an incorrect address, the haulier will apply the following charges:

• Redelivery: £60 per pallet

• Return/Cancellation: £100 per pallet

These charges come directly from the carrier, and we pass them on at cost.