Additional charges may apply in certain circumstances, particularly if an order has already been dispatched or a delivery cannot be completed as arranged.
Below are some of the most common reasons a charge may be applied.
Cancelling an order after dispatch
If you request to cancel an order after it has been dispatched, charges may apply for returning the goods to Builder Depot or the supplier.
The original delivery charge may also not be refundable once the order has been dispatched.
For more information, see How do I cancel my order?
Failed delivery – nobody available
If nobody is available to accept or unload the delivery when required, the delivery may be unsuccessful.
If another delivery attempt is required, a redelivery charge may apply.
Where payment is required, we'll provide details of how to pay the applicable charge before redelivery is arranged.
Nobody available to unload the delivery
Builder Depot deliveries are kerbside only, and the customer is responsible for arranging suitable help to unload the goods.
For heavy, long or bulky orders, you must make sure there are enough able-bodied people available to safely unload your delivery.
If the delivery cannot be completed because suitable unloading assistance is not available, a redelivery or return charge may apply.
For more information, see What is Kerbside Delivery?
Incorrect or incomplete delivery address
If a delivery cannot be completed because the delivery address provided with the order is incorrect or incomplete, a redelivery charge may apply.
Please check your delivery details carefully when placing your order.
Vehicle access restrictions
It is important to tell us about any vehicle access restrictions before your order is dispatched.
This can include:
- Narrow roads or entrances
- Width or weight restrictions
- Low bridges
- Controlled or restricted access
- Parking restrictions
- Any other restriction that may prevent the delivery vehicle from safely reaching the delivery point
If a delivery cannot be completed because we were not informed of an access restriction, a redelivery or return charge may apply.
For more information about vehicle access and unloading requirements, see What is Kerbside Delivery?
Direct from Supplier returns
If you wish to return an unwanted Online Only or Direct from Supplier product, the supplier may charge for collecting the goods.
Depending on the return arrangements, this charge may be payable separately or deducted from your refund.
Please do not return Direct from Supplier products to a Builder Depot branch unless our team has confirmed that you can do so.
For more information, see How do I return my order?
How do I pay an additional charge?
If an additional payment is required, our Online Customer Service Team will advise you of the charge and provide the appropriate method of payment.
If you're unsure why a charge has been applied to your order, please contact our Online Customer Service Team and have your order number (beginning ORD) ready.
I don't think the charge is correct
If you've read the relevant information above and still believe a charge has been applied incorrectly, please contact our Online Customer Service Team.
When contacting us, please provide:
- Your ORD or SHP Order Reference
- The amount you've been charged
- A brief explanation of why you believe the charge is incorrect
We'll review the order and explain why the charge has been applied.
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