My delivery hasn't arrived – what should I do?

If your delivery hasn't arrived when expected, there are a few things you can check before contacting our Online Customer Service Team.

My order is still due for delivery today

If your order is scheduled for delivery today, it may still arrive later in the day.

Delivery times vary depending on the delivery service being used, and some orders are delivered on an all-day delivery service.

If you've received tracking information or a delivery window, please check this for the latest available update.

For more information, see When will my order arrive?

What should I check?

Before contacting us about a delivery that hasn't arrived, please check:

• Any tracking information you've received from the carrier.
• Your emails and text messages for delivery updates.
• Whether the carrier has left a missed delivery notification.
• Whether someone else at the delivery address has accepted the order on your behalf.
• Whether your order has been split into more than one shipment.

For more information about tracking your order, see How can I track my delivery?

My expected delivery date has passed

If your expected delivery date has passed and your order hasn't arrived, please contact our Online Customer Service Team.

We'll check the latest information with the relevant Builder Depot delivery team, carrier or supplier and investigate what's happened.

Please have your order number (beginning ORD) ready when contacting us so we can locate your order as quickly as possible.

Only part of my order has arrived

Your order may sometimes be delivered in more than one shipment, particularly when products are being fulfilled from different locations, by different carriers or directly from a supplier.

Please check your dispatch and tracking information first to see whether the remaining items are being delivered separately.

For more information, see Part of my delivery is missing – is it still on its way?

If all shipments show as delivered but an item is still missing, please contact our Online Customer Service Team and we'll check your order.

What information do I need when contacting you?

To help us investigate your delivery as quickly as possible, please have your:

• ORD or SHP Order Reference
• Delivery postcode
• Details of what hasn't arrived

Providing this information when you first contact us will help our team locate your order and investigate the delivery more quickly.