Frequently Asked Questions
COVID-19 Information
Delivery
- What stage is my order at?
- My order is due to arrive today, how can I find out what time it will arrive?
- Can I request a delivery date?
- Can I delay my delivery?
- What does Kerbside Delivery mean?
- How much do I have to spend for free delivery?
Returns & Refunds
Order Issues
- How do I see if my product is covered under warranty?
- Can I add items to my existing online order?
- I just placed an order but I wish to cancel it. What is the process?
- I'm having trouble paying online, how can I place my order?
- My online order arrived damaged. What do I need to do?
- I refused my delivery because it arrived damaged. How can I cancel my order?
Product & Stock
- Why can't I add this product to my basket?
- Can I check the stock availability of a product?
- Part of my order is out of stock. When will it be back in stock?
- Can you cut my timber or sheet material before delivery?
- Do you split packs of bricks?
- Do you offer installation of goods and removal of the old product(s)?
Website and Technical
- How can I search if you have a product listed on your website?
- Can I place an order over the phone?
- Do you offer a click & collect service?
- How do I create an online account?
- I'm trying to order a certain length of timber but the website won't allow me. Why?
- VAT exemption