Can I place an order over the telephone?
Due to 3D Secure systems, all car payments are taken via the website. If you cannot order via the website, at your request we can send a proforma invoice by email for bank transfer payment only. A proforma invoice for bank transfer payment can also be processed via the website, add items to basket and select bank transfer at checkout. Once you complete the checkout you will be able to print & also be emailed a profoma invoice for bank transfer payment
Can I collect?
Yes but all goods are stocked in our Cardiff depot. Select click and collect at checkout and you will be emailed a collection address & reference within 1 hour of placing the order (Mon to Fri 9 - 5)
How long do orders take to arrive?
This depends on the courier service selected at checkout which varies according o the size of the item. Please refer to the delivery options at checkout for various speeds. All goods are dispatched same working day for orders placed before 5pm. After 5pm this will be dispatched on the next working day.
Some typical courier services we offer (note couriers work working days only unless specifically paid for a Saturday delivery)
- Free 1-2 day delivery on standard sized items (under 1.2m)
- Next working day from £9.50
- Long length (items over 1.2m) on a 1-2 working day service
- Economy 2-4 working day service (this is working days so if you order on a friday, 4 days will be monday, tuesday, wednesday & thursday for delivery - sat/sun not counted)
- Economy 4-7 working days (this is working days so if you order on a monday (4-7 days will be friday, monday, tuesday, wednesday for delivery - sat/sun not counted)
NOTE - if you order a customised / custom made product / out of stock product say for instance on a 3 day lead time. The delivery time will be 3 days to process/manufacture + whatever delivery speed you select ie. 3 day lead time + 2-3 working days means it could take up to 6 WORKING DAYS to receive your goods.
My delivery has been delayed - can I claim compensation?
We user a number of nationwide courier networks. Unfortunately there is no such thing as a guaranteed courier service and as such, no courier is 100% on time without damages or loss (typically 95-98% is industry standard) which is why we recommend 3 things.
1. Order goods at least 1-2 days in advance of then they are needed.
2. Do not book/attend the job until you have received goods
3. Check goods condition and quantity on delivery before attending a job.
If you have paid for a premium courier service ie. next day, pre 12 etc. and its missed this deadline, we can only apologies and part refund the delivery costs only by downgrading to the next available service. ie. pre-12 failed but arrived at 1pm - this would be downgraded from a pre-12 to a next day and part refunded. At typical courier costs for box rates in the region of £5-10 - NO, a courier is not going to reimburse several hundreds pound of labour, time or other consequential loss, otherwise they wouldn't be in business long. If the item is so desperate that you must have it at all costs that day, we recommend you select the click and collect option at checkout and arrange your own transport which you are in control of. If your item is so time critical that it must be there by a set time or cancelled, we recommend you do not order as we do not offer a free cancelation service and only a downgrade service in the event of courier delays. We do not offer the premium courier services by choice, but only by customer demand on the basis that the majority that is >95% are on time.
Do you offer a next day service?
Yes from £9.50 on standard sized items under 1.2m in length, simply select at checkout if available for your entered postcode. We also ship a number of bulky oversized items such as steel doors, skirting boards, decking, some of which is 3m long and can weigh as much as 2000kg for a typical shipment. Please appreciate this is not something we can put through a regular courier like royal mail of UPS. Hence, whilst the majority of customers, price is key, we offer a range of subsidised delivery costs on the economy delivery service such as 2-4 working days or 4-7 working days. We have also negotiated next day and 1-2 day services on such large/bulky items with our couriers for those customers that need it fast - but please appreciate that getting a 2 tonne 3m pallet of decking ordered at 2pm in the afternoon from our depot in Cardiff up to the north of Edinburgh on an overnight service is no mean feat and as such does come with a small cost.
What time you do deliver?
We use standard couriers which operate 8am to 6pm, unfortunately we are not able to give a specific time slot. If you are a business that operates on a part day basis ie. 9am to 3pm - it may be worth paying for a time specific ie. pre12 or a book in delivery to avoid disappointment and extra incurred delivery charges for failed deliveries as when the courier state 8am to 6pm, they mean the delivery could take place at 8.01am or even 5.59pm.
Will I get a call before delivery
No. This is a courier service, the drivers are expected to do as many as 150 drops in some areas a day so they do not have time or are even given mobile phones to call customers ahead. For this reason you need to ensure somebody is present at the property during the day of delivery during the delivery window 8am to 6pm to avoid disappointment and extra incurred delivery charges for failed deliveries. If you have paid for a book in service, this means the courier will call you to book in a specific day that is suitable for yourself but the driver again does not call ahead on that selected day.
Will the driver bring the goods into my property, site, garden or other
No. The courier service is kerbside only to main goods in door/main entrance door. Larger items that are palletised . oversizes are kerbside only.
I need a VAT invoice, how do I get a copy?
- A VAT invoice gets auto-generated with every order and emailed to you (it maybe worth checking your junk folder)
Still need a VAT invoice? Email us with your order number/date/amount to firstname.lastname@example.org for a copy
Do we have an account with you?
No, we do not offer accounts, you may have a log in for the website to see previous orders etc but we do not offer credit accounts
Can you offer credit/trade accounts?
No, we are strictly a pre-paid website. Credit facilities ultimately have a cost factor. We prefer to keep costs as low as p[ passing discounts/cost savings back to trade customers.
Can I get a discount?
We do not offer discounts currently apart from the bulk quantity discounts on select products which are already set up on the website this will be shown under the main price as a QTY + price break. Discount is automatically applied at checkout. Note. if you have ordered an add on or upgrade option with an additional cost shown by the +£X.XX, the discount price for product will be the relevant discounted price break as shown PLUS + the cost of add on / upgrade. In essence, the bulk quantity discount applies to the standard part of the product only (although the entire item, standard product + add on will be discounted by the same proportion should the QTY be hit)
Do you process purchase orders?
We can process purchase orders for bank transfer payment ONLY. Email any purchases orders using part codes and prices shown on the website.
Are items in stock?
Yes, we keep good stock levels, if the website allows you to add goods to the basket they will be in stock. If not in stock it will show a lead time below the price ie. 5-7 days etc. Note lead times are WORKING DAYS ONLY.
Can I get a quote?
Yes, email your list to email@example.com
What couriers do you use?
We use a range of couriers depending on the size and speed of the delivery service selected.
DHL carry most of our standard sized items under 1.2m on the next day and the 1-2 working day service.
How much is postage?
If you add all goods to the shopping basket and enter your postcode, the various delivery costs and speeds will be displayed with prices to select from.
I am not in the UK, can I still order?
Yes, If you add all goods to the shopping basket and select your country, the various delivery costs and speeds will be displayed with prices to select from.
My delivery is damaged
Please notify the driver of the damage at the point of delivery and if the courier is one with a signature pad, sign for as Damaged. Do not sign unchecked otherwise any claim for damage will be invalidated.
Within 24 hours of delivery please ensure you email us photos of the damage to the product, the damage to the box and the courier delivery label. This MUST BE SENT WITHIN 24 HOURS OF DELIVERY. AFTER THIS TIME THE COURIER WILL NOT, UNDER ANY CIRCUMSTANCES ACCEPT LIABILITY FOR A CLAIM. For thjis reason we remind customers of this multiple times: One the website. Via email at point of dispatch. Via SMS if a mobile number at point of dispatch. With large bright warning labels on the goods themselves.
I am an end-user / DIY'er - can I buy?
Please note we are predominantly TRADE ONLY supplier - selling trade ready products to professional trades: we supply trade products to professional trades. If you are en end user looking to purchase on of our products we strongly suggest you pass on the information to your installer who understands the products and service included and thus deem if its fit for purpose, as we do not offer a 'try before you buy service', nor accept responsibility for any misinterpretation and as such, as a B2B only supplier, restocking / return to sender fees apply. Unfortunately we are not able to train or teach diy/end-users how to use / install our products. Its deemed when a trade customer purchases our products, sufficient knowledge, skill & expertise are there to install the product in question. Yes as an end customer you may think you may save a few £ buy ordering direct from us but please be warned, from experience if you order the incorrect size, spec, QTY or other it may cost you more in the long run which is why we advise you leave it to a trade professional to supply you with a complete supply and fit quote and thus take the burden & responsibility.
Office opening hours
Monday - FRIDAY 9.00am - 5.00pm