Frequently Asked Questions
In this section, we will try to answer a few order-related questions.
Q: Do I need to register to submit an order?
A: Yes, you will need to register and create an account with us to proceed with your order.
Q: Do you offer a trade or credit account?
A: No, payments are taken at checkout.
Q: How do I track my order?
A: You will be notified once we have processed your order. To keep up to date with the dispatch, please contact us here and one of our team members should be able to assist you with an update.
Q: Who do I contact to alter my order?
A: Please contact firstname.lastname@example.org with your order number.
Q: How can I cancel my order?
A: Please contact email@example.com to cancel your order. Please note that once the order has been processed, you may be charged re-stocking fees.
Q: Could I at any point arrange a product sample?
A: No, we currently do not offer any product samples.
In this section, we will try to answer a few delivery-related questions.
Q: How much does it cost to deliver?
A: Delivery charges are based on the quantity and product you choose to buy. A shipping cost will be calculated for you before you check out. Please see our Delivery Policy for a full breakdown.
Q: Do you offer FREE DELIVERIES?
A: Yes, we do offer free deliveries for product orders above £750. Please note that this does not apply to the total order amount but to the types of products in your basket.
Q: Can I collect my order from you?
A: No, we currently do not provide click-and-collect services.
Q: How long do your deliveries take?
A: We generally take 3-5 working days to deliver your order and for Kingspan products, we can take 7-14 working days. However, in the likelihood that our trusted manufacturing and courier partners are not able to fulfil your order in the specified time, we will notify you of any delays.
Q: Do you offer NEXT-DAY delivery?
A: We currently do not offer any next-day delivery
Q: Do you deliver on weekends?
A: We only deliver between Monday - Friday. Any orders placed over the weekend will be processed on the following working day.
Q: What happens if I'm not home to accept your delivery?
A: Please let us know when placing the order so we can make the required arrangements.
Q: Who do I contact if my delivery isn't on time?
A: In the likelihood of delayed delivery, please contact firstname.lastname@example.org; we should be able to assist you.
Q: Where on my property will you convey my order?
A: All deliveries will be made on the kerbside. In the instance that you require the delivery to be made further inside, please contact us before placing an order.
In this section, we will try to answer a few returns-related questions.
Q: Can I return a product?
A: Returns can be made. Please note that we will not be able to take any product that is opened or used. Please check out our return policy for more details.
Q: Is there a charge for returns?
A: In the likelihood that the return is not faulty, we will charge a restocking fee. This will be calculated on a case-by-case basis.
Q: When will you refund me for my returned items?
A: Once your return as been received and accessed, we aim to refund you within 3-5 working days.
Q: How would I submit a complaint?
Q: Do you offer exchanges?
A: No, we currently do not offer any exchanges.