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

If the expected delivery date shown on your order confirmation has passed and your order hasn't arrived, please contact our Online Customer Service Team so we can investigate the delivery for you.

Before contacting us, please check:

• Any tracking information you've received from the carrier.
• Your email and text messages for delivery updates.
• Whether the carrier has left a missed delivery notification.
• Whether anyone else at the delivery address has accepted the order on your behalf.

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?

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.

Has only part of your order arrived?

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

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

If you're unsure, please contact our Online Customer Service Team and we'll check your order.