Help and FAQs


How do I place an order?

Thank you for shopping with us! The easiest and fastest way to place and receive an order with us is via our website, just fill up your basket with the items you need, then head to the checkout where you can pay via Credit or Debit Card, Paypal, Klarna or Apple / Google Pay.

Alternatively, if you would prefer to place an order via invoice and Bank Transfer, please send us an email to that includes the following:

  • Full Name
  • Billing and Delivery Address
  • Mobile Phone Number
  • Item Name and Size/Length/Colour
  • Quantity of each Item

and one of our team will get back to you to compile an invoice for payment via Bank Transfer. Please be advised that your order will not be processed until payment has cleared, at which point it will be loaded manually onto our system to be processed.

Please note: unfortunately we are not able to take payment over the phone.

Can I add to or amend my order?

Your order will be processed between 9am - 3:00pm Mon-Fri, so if you need to change, add to or otherwise amend an order, please let us know as soon as you can by emailing or call us on 0115 6976 800 and let us know your order number (begins with a "#" or "SO") and what needs to be amended or added.

Our brilliant team will do our utmost to help amend or add to an order for you - but occasionally orders that are already out for delivery or loaded onto delivery vehicles for dispatch are not possible to amend.

Can I cancel my order?

If you need to cancel an order for any reason, please let us know as soon as possible by emailing our team at with your order number (begins with a "#" or "SO") and any details about cancelling your order. Our team will then get to work as soon as possible to cancel your order and process a refund.

Please be advised that orders delivered, already out for delivery or loaded onto delivery vehicles may take longer to process and may be subject to restocking fees. Please see our refund policy for more information.

Please note that we can only cancel orders via email and not via phone.

Can I speak to someone?

We'd love to hear from you! Our lovely team are in the office 9:00am - 4:00pm, Monday - Friday and are here to answer your queries and help with any issues, just call us on 0115 6976 800.

Alternatively, pop a message in our chat window and one of the team will get back to you as soon as we can.

Can I collect from you?

We will always try to facilitate a collection for your where we can - just give our team a call on 0115 6976 800 or email

However, please be advised that although we are based in Nottingham, our warehouses and delivery partners are spread throughout the country. To find out if collection is suitable for you, don't hesitate to get in touch.

I am looking for a specific product. Can you help?

Please contact us or use our live chat and we would be more than happy to help. We are continually adding products to our site and are often able to source items not listed online.


Where do you deliver to?

We deliver to most UK mainland postcodes as standard, and will do our best to reach you even if you are not in our typical delivery zones, however - some areas are subject to restrictions. All quoted delivery prices are for most UK Mainland addresses.

Northern Ireland (BT), Isle of Wight (PO30-37), Isle of Man (IM), Scottish Highlands and Orkney Isles (PA, ML, EH, KA, G, KY, PH, DD, AB, IV, KW), Outer Hebrides and the Shetland Isles (HS, ZE) will incur additional charges and may also experience delivery delays. If you'd like to place an order for delivery for the above areas, please give us a call on 0115 6976 800 or an email ( and we'll do our best to secure a quote and timescale for delivery for you.

How long will it take to receive my order?

Our standard delivery turnaround for most orders placed before 3pm Monday - Friday is 3-5 working days, unless otherwise stated (eg: sheds, patio kits).

If there is a delay or issue with your order we will be in touch as soon as possible to notify you.

When will my order be delivered?

Once your order is received, we will process it between 9:00am - 3:00pm Monday-Friday.

Once it has been processed, we will receive a delivery date from our shipping partners, which will be emailed to you so you can ensure you are available.

Deliveries are typically made between 7:30 am - 6:00pm Monday - Friday. Please see our shipping info for details.

How will my order be delivered?

Our orders are delivered via our network of delivery partners, and may need to access your address in a large vehicles such as Loader Crane Trucks ("hiab") or Lorries, so please ensure that your address will be accessible to these large vehicles before placing your order.

If you have concerns about accessibility for large vehicles, please contact us and we will do our best to ensure a safe and seamless delivery.

It is strongly advised that you or a person you trust is available to take deliveries to aid in accessing the site and offloading of materials.

What if I am not on-site for delivery?

Some of our delivery partners are willing to leave items in a safe place, but it is left solely at the risk of the customer, and is ultimately up to our delivery partners discretion and terms.

If you anticipate that you will not be available to take delivery, please get in touch as soon as possible, as we are often able to amend delivery dates or discuss options with our delivery partners. It is strongly advised that you or a trusted person is present for the delivery to ensure safe delivery of your order.

Can you deliver on a specific day?

We will always do our best to help arrange a specific-day delivery if needed.

Whilst we allow for up to 5 days for delivery, if we can help get your order to you for when you need it, we will. Please don't hesitate to contact us and our team will try our best to help.

Similarly, if you need an order on a specific date in the future, we are more than happy to help - all you need to do is get in touch and we can ensure your order is delivered in the correct timeframe.

There is a problem with my delivery, what do I do?

Whilst the large majority of our orders are delivered without a hitch, occasionally deliveries hit snag. If there is an issue with your delivery or order, we are here to help - don't hesitate to contact us and we'll do our very best to fix it.

Returns and Refunds

How do I return a product?

If you no longer need an item in your order, you may begin the returns process by emailing us at within 14 days of delivery of the item. Please be advised that returns may be subject to a restocking fee.

For full information, please see our returns policy.

How long will it take to receive my refund?

Your refund will be processed 9:00am - 4:00pm Monday - Friday, as soon as we have confirmed the items are safely returned to us or our partners, or your delivery slot has been cancelled ahead of delivery.

Once this is confirmed, your refund is processed immediately by us, although the time for funds to return to your payment method are dependent on your bank or payment providers timescales, which typically range from 1 - 7 days.

For more information see our refund policy.

How much is delivery?

Delivery is free for all items except roofing when you spend over £500. Please see our delivery page for more information on delivery charges.

Please start checkout and enter your postcode to confirm delivery.

Still Need Help?

If the answers you're looking for aren't in our FAQ, please send us an email by completing the form below.