What does “Online Only” or “Direct from Supplier” mean?

Some products available on the Builder Depot website are supplied directly by our suppliers rather than from a Builder Depot branch.

These products may be identified on the website as Online Only or Direct from Supplier.

Because these products are fulfilled by a supplier, their delivery, stock availability, collection and return arrangements may differ from products stocked by Builder Depot.

How are these products delivered?

Online Only and Direct from Supplier products are usually dispatched directly from the supplier using their chosen delivery service.

The estimated delivery information for the product can be found on the individual product page and during the online ordering process.

Because the delivery is fulfilled by the supplier, the delivery service and arrangements may differ from products dispatched directly by Builder Depot.

When will my order arrive?

The estimated delivery information available for an Online Only or Direct from Supplier product will be shown when you place your order.

Supplier delivery lead times can vary depending on the product.

If your expected delivery date has not yet passed, please allow the supplier the stated delivery timeframe.

If the expected delivery date has passed and your order hasn't arrived, see My delivery hasn't arrived – what should I do?

Can I Click & Collect these products?

These products are generally not stocked at Builder Depot branches and are not available for Click & Collect.

The available delivery and collection options for a particular product will be shown on its product page.

For more information, see Can I collect a “Delivery Only” product?

How can I check stock availability?

Supplier stock can change and may not be represented by Builder Depot branch stock levels.

If you need to check the availability of an Online Only or Direct from Supplier product, please contact our Online Customer Service Team. Where possible, we can check availability with the supplier.

For more information, see How can I check the stock availability of a product?

Can I return an Online Only or Direct from Supplier product?

These products may have different return arrangements from products stocked by Builder Depot.

Please contact our Online Customer Service Team before arranging a return so that we can provide the appropriate return instructions.

Any applicable return or collection charges will be advised as part of the return process.

For full information, see How do I return my order?

What if I need help with an existing order?

If you need help with an Online Only or Direct from Supplier order after it has been placed, please check the relevant Help Centre guidance first.

For example:

• Delivery hasn't arrived → see My delivery hasn't arrived – what should I do?
• Returning an item → see How do I return my order?
• Damaged or incorrect item → see What do I do if my item is damaged, missing or wrong?
• Tracking a delivery → see How can I track my delivery?

If you still need help after checking the relevant guidance, please contact our Online Customer Service Team and have your ORD or SHP Order Reference ready.