Online Orders FAQs

Please find below a list of frequently asked questions in relation to orders placed online. If the information you need is not on this page and you require help placing an order or with an existing order, please get in touch with your local branch..

For branch-related enquiries please contact your local branch.

How much is delivery?

We offer free local delivery from your local branch for orders over £100 Ex VAT (£120 Inc VAT).

For orders under £100 Ex VAT (£120 Inc VAT) we charge a delivery fee of £8.33 Ex Vat (£10 Inc VAT).

For orders placed that are delivered direct from our suppliers’, delivery costs will vary. Note that these will be clearly indicated when you checkout.

I have placed a Click & Collect order, what happens next?

We will contact you within one working day to arrange collection using the contact details provided during checkout.

When collecting your order visit the Trade counter in your selected branch. Please ensure you have a copy of your Order Confirmation and a valid form of ID (for example driving licence, passport, debit or credit card or a work photo ID card.

I have placed an order for Local Delivery, what happens next?

We will contact you within one working day to arrange your delivery using the contact details provided during checkout. Please ensure we are made aware of any restrictions around large vehicle access or parking.

When will I receive my order?

Once you have placed an order online, we will contact you within one working day to arrange collection or delivery. To view our your local branches opening hours, visit our branch finder.

Where do you deliver to?

We cover most of England, Scotland and Wales from our network of branches using a variety of delivery vehicles. Please visit our branch finder to find your local branch and their contact details.

How long will you hold my order for?

If the goods are not collected within five working days your order will be cancelled and refunded. If you need more time, please contact your local branch.

My order has arrived damaged. What do I do?

If you find that some or all of your order has been damaged when you receive it, please contact your local branch within one working day.

If you require further support, please contact our online customer service team with your order number and details so we can investigate the matter further.

Where is my order?

We keep you fully updated via e-mail on the progress of your order, however you can also track your order via our website, please see the following link - Track Your Order.

What happens if I have ordered the wrong item or need to make a change?

Contact the branch you originally placed your order with. You can find their contact details on your order confirmation email or on our website here.

How do I cancel my order?

Contact the branch you originally placed your order with. You can find their contact details on your order confirmation email or on our website here.

In the event that your item was ordered for you from the supplier or has been manufactured to order, it may be necessary to charge a cancellation fee which may be up to 100% of the value of the order.

Once your order has been processed for delivery, it is not possible to cancel it. You will need to refuse delivery of the parcel or accept the delivery and return the goods to us. 

I need to speak to somebody about my order, what do I do?

Contact the branch you originally placed your order with. You can find their contact details on your order confirmation email or on our website here.

How do I return an order?

Contact the branch you originally placed your order with. For full details on our returns policy please click here.