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Online Orders FAQ's

Please note, these FAQ's are in relation to orders placed online.


Where can I find more information / contact details of Huws Gray branches?

You are currently on the Huws Gray Online Shop, for further product information/brochures, branch contact details and much more please visit our main website at www.huwsgray.co.uk


When will I get my order?

We aim to despatch your order as soon as possible, usually within 3 working days. We will keep you informed by email on your order and when you can expect your goods to arrive. click here to view our delivery section.


What are the payment options?

For your piece of mind and to combat fraudulent transactions we process our online payments through SecureTrading's secure payment processing service. We accept the following payment types:-

  • Visa
  • Visa Electron
  • MasterCard
  • Delta
Can I order online and pick up in store?

Not at the moment sorry, but you may contact your nearest branch by clicking here to send us an enquiry. To keep up with the latest online product offering please sign up to our e-mail newsletter here.


Are online prices the same as in-store prices?

We try to match the online price with our in store prices, however in some cases we might offer online only promotions/ prices.

Look out for our multibuy discount icon on selected products.


I’m an existing trade customer and want to order goods online?

Unfortunately we cannot process online orders from existing trade account customers at the moment, but if you want to make an enquiry with your nearest branch click here.


How do I know which products are on promotion/ sale?

To keep up to date with Huws Gray current special offers by e-mail, please click here. Or view our special offers section by clicking here.


How do I know which products are able to buy online?

Wherever you see the ‘add to cart’ icon you will be able to buy this product online. Some items are only available to order in areas that are local to a Huws Gray branch, these are marked as 'LOCAL DELIVERY ONLY' and will be delivered by your nearest Huws Gray branch.

I’ve ordered 3 products but I’ve only received one?

We aim to get all products out to our customers as soon as possible, but in some cases different products might be coming from different locations, for example some products might be delivered from:-

  • Our supplier
  • Directly from our warehouse
  • From the nearest branch
  • Or from all of the above

However, all orders are controlled from one place – so you can expect high quality customer service online as you would if you visited a Huws Gray branch.


My order hasn’t arrived?

If you haven’t received your products within 7 working days please contact us immediately on weborders@huwsgray.co.uk or contact us by phone on 0844 472 0250


My product/s has been damaged in transit?

If you find that your product/s has been damaged when you receive it, please inform us within 7 days. To arrange for the product/s to be collected please contact us by:-

With your order number and details so we can investigate the matter further.


How do I return an item?

Please click here for details on how to return items.


How do I cancel my order?

Once your order has been placed, it is not possible to cancel it prior to delivery. You will need to refuse delivery of the parcel, or accept the delivery and return the goods to us. Please click here for our return/ refund policy.


When I place my order I am being charged extra for packaging and handling. Why?

The last thing we want is for your delivered product to be damaged. Therefore some items such as multi fuel stoves may require extra packaging and trained handling to ensure they get delivered promptly and safely.


Will you take pallets back?

Unfortunately we are unable to accept returned pallets. We suggest you dispose of them in an environmentally safe manner, please contact your local Council for more information.


Where can I get advice on fitting my product or planning my project?

If you want any advice, our dedicated team would be more than happy to help. Please fill in an enquiry form.





Please note, the information below is in relation to 'Huws Gray Online' e-commerce, any queries for orders placed at our branches should be directed to the branch. For branch contact details please click here.


Delivery Categories

Our products are categorized into one of two delivery categories, Local Delivery and Nationwide Delivery:

Delivery Type Description
Local Delivery

Products marked as 'local deliver only' may be too big/bulky to ship nationwide and therefore are only available for delivery within certain postcodes that are local to a Huws Gray branch. Delivery will be made by your nearest Huws Gray branch. You can view a list of our Building Material Centres by clicking here.

Local Areas:


Nationwide Delivery  

These products are available for nationwide delivery, your delivery will be made by third-party couriers / postal services.Your delivery fee will be calculated at the checkout stage.


Will all my items be delivered at once?

If your order consists of many different products then they may not all arrive at the same time. This is due to certain products being shipped from different locations, some may be shipped from the nearest Huws Gray branch, others direct from the supplier. Rest assured, we will keep you notified about your order and when you can expect delivery of your items.


I've ordered goods and they haven't arrived - my tradesman is on-site but cant complete the work

We aim to deliver goods to you within the time indicated by us on the relevant product page on our website. However, from time to time situations may arrise that are beyond our control therefore Huws Gray strongly recommend you should always await delivery of the goods before you contact a tradesman to carry out any relevant work. Huws Gray shall not be held responsible for any costs incurred from tradesmen being on-site before the goods have arrived.


Where will you off-load my goods?

Goods will be offloaded at nearest flat-surfaced kerbside. The driver will not be responsible for getting your goods into the property.


Delivery via third party couriers

Where you see the 'Express Delivery' icon http://www.huwsgray.co.uk/shop/media/images/del.png we will send these goods out via a courier service

However for your goods to be delivered efficiently we do have to adhere to certain regulations and conditions.

The following points may help clarify the driver's responsibility to you:

  • The driver is allocated an average delivery time for each drop
  • Palletways deliveries are intended as a fast, efficient and economic way to deliver goods
  • The driver is requested to assess the delivery access point, if he considers it to be unsafe, likely to cause harm, personal injury, or damage to property he should not enter
  • Typical examples are overhanging trees, foliage, obstructions and soft surfaces
  • When unloading with a pallet truck the driver cannot be expected to move heavy goods over uneven, poor or shingle surfaces.
  • He is not required to use more force than would be deem reasonable
  • If is the driver's responsibility to unload the goods from the lorry using a pallet truck or sack barrow.
  • However they are not insured to take goods into your property
  • We do not take away packaging materials for disposal
  • Overall it is the receiving customer that is ultimately responsible for the goods they have ordered, and should therefore take the necessary arrangements for off loading

Delivery addresses must be accessible

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