If an item in your order arrives damaged, is missing, or you receive the wrong product, follow the relevant guidance below.
Providing your ORD or SHP Order Reference and the requested photographs will help us investigate the issue as quickly as possible.
My item has arrived damaged
If you accept a delivery and discover that an item is damaged, please report the damage to us within 24 hours of receiving your goods.
When contacting us, please provide:
- Your ORD or SHP order reference
- The product name or SKU
- The quantity affected
- A brief description of the damage
- Clear photographs showing the damage
- Photographs of the packaging where relevant
Please keep the damaged item and its packaging until we have advised you what to do next.
Once we have reviewed the information provided, our team will advise you of the next steps and, where appropriate, arrange a replacement or refund.
What photos should I send for a damaged item?
Please send clear photographs that help us identify the product and understand the damage.
Where possible, include:
- A photo showing the whole product
- Close-up photos clearly showing the damage
- Photos of the outer and inner packaging if this is damaged
- A photo of any product label, barcode or SKU
- Photos showing multiple affected items if more than one is damaged
You can attach the photographs when contacting us through our Online Customer Service Team form.
Please don't dispose of the product or packaging until we've confirmed what to do next.
I noticed the damage at the time of delivery
If goods are visibly damaged when they arrive, you can refuse the affected goods.
Where a Proof of Delivery (POD) is provided, please clearly record that the goods are damaged or refused due to damage.
Then contact our Online Customer Service Team as soon as possible and provide your ORD or SHP order reference.
If you would like a replacement, let us know when reporting the issue and we'll confirm the appropriate replacement and delivery arrangements.
If you would prefer a refund rather than a replacement, please let us know when contacting us. We'll review the return and arrange the appropriate refund once the returned goods have been received and processed.
For more information about refund timescales, see Where is my refund?
I've received the wrong item
If you believe you have received an incorrect product, please contact us within 14 days of delivery.
Please provide:
- Your ORD or SHP order reference
- Details of the item you ordered
- Clear photographs of the item you received, including the product packaging and labels where possible
Please do not install, use or dispose of the incorrect item before contacting us.
Once we've confirmed the issue, we'll advise you of the collection and replacement arrangements.
Where an incorrect item has been supplied by us, the appropriate collection and replacement will be arranged at no additional delivery charge.
An item is missing from my order
Your order may have been sent in more than one shipment, so an item that appears to be missing may still be on its way separately.
Before contacting us, please check your dispatch and tracking information to see whether another shipment is still due.
See Part of my delivery is missing – is it still on its way? for the checks to make.
If all shipments show as delivered but an item is still missing, please contact our Online Customer Service Team so we can investigate.
When will my replacement arrive?
Once a replacement has been approved, the delivery timeframe will depend on the product, stock availability and delivery method.
For products stocked by Builder Depot, if the replacement is available, we'll arrange it as soon as possible. The replacement will follow our normal delivery timeframes.
For Online Only or Direct from Supplier products, replacement timescales can vary and will depend on the supplier's stock and delivery arrangements.
Will the damaged or incorrect item be collected?
We will normally arrange to collect the damaged or incorrect item before sending the replacement.
Our Online Customer Service Team will confirm the collection and replacement arrangements with you.
Please do not dispose of the item or its packaging unless we've advised you that you can do so.
Can I get my replacement urgently?
If you need your replacement urgently, please let our Online Customer Service Team know.
We'll try to arrange the earliest available delivery, but this will depend on stock availability, the delivery service and courier availability.
A specific or earlier delivery date cannot be guaranteed until it has been confirmed by our team.
Will I receive tracking for my replacement?
Yes. Once your replacement has been dispatched, you'll receive a new dispatch notification with the relevant delivery or tracking information.
For information about tracking different types of deliveries, see How can I track my delivery?
How do I report a problem?
Please contact our Online Customer Service Team and provide as much information as possible about the issue.
You can attach your photographs to the contact form when reporting the problem.
Providing clear photographs and the correct ORD or SHP order reference will help us investigate the issue more quickly.
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