Frequently Asked Questions
How Can I Contact You?
Our award-winning customer service team are on hand from Mon – Fri. They can be reached through our online live chat, by emailing [email protected], or by calling 01295 565 565.
Do You Have a Store or Showroom?
To keep our prices competitive and offer the greatest range of products, our items are only available to view and purchase online. However, if you would like more information about a certain product, please contact our friendly and knowledgeable team who will be more than happy to help.
Where Can I View Your Reviews?
You can view thousands of independent and genuine reviews from our customers on Feefo. Each customer is invited by Feefo to leave feedback a few weeks after shopping with us.
When Will I Receive a Response to my Enquiry?
Our customer service team aims to respond to all email enquiries as soon as possible. We do often receive a high influx of phone calls and emails, but try our very best to respond to and help our customers as quickly and efficiently as we can.
Do you offer credit to purchase goods?
Yes! We currently offer flexible 30-days credit to registered businesses. You simply need to sign up to a trade account here, at which point you'll be told whether you're eligible.
Can I get a quote from you?
Our team of experts can help you with a quote*. You can either call us on 01295 565 565, option 1 or send all your details of the roof to [email protected].
Can I put a deposit on items to hold stock?
This is not possible; all items are required to be purchased in full.
Is the price guaranteed for a time on a quote?
We aim to keep prices consistent, and our products are always competitive in the roofing market. The pandemic has brought a global shortage on materials and with growing manufacturing costs we have seen price increases. We currently cannot honour our prices in a quote for a period.
Should I book my tradesman?
Please do not book your tradesman or start this part of your build until you have all the items delivered and you are happy with the goods. Due to circumstances out of our control, delivery dates are subject to change or delays. We therefore take no responsibility for any costs incurred if you have any delivery or item issue’s and it prevents your build progressing.
Do you have an installation service?
We currently do not offer installation services for any of our products. We do have comprehensive installation manuals and some have videos on the products website page.
Do your estimated delivery days include weekends?
Our estimated delivery days only count Monday - Fridays and start on the following day of your order. The reason we give estimates is due to the strain on the delivery network nationwide and we try our best to adhere to them.
Can I collect items?
This is depending on the items you wish to purchase it may be possible to collect. Before choosing to purchase please contact our sales team on 01295 565 565 to enquire.
Do your delivery vehicles have forklift trucks to assist offloading?
This depends on what you are purchasing. Please enquire with our Customer Service team on [email protected] or give us a call on 01295 565565, option 2.
When does my possession of goods begin?
If you are at home at time of delivery, your possession starts when the items are offloaded on to your place of choice. If you have instructed us to leave them in a safe place or with someone else, you will be in possession of the item from the moment the driver leaves them where instructed. We are not be liable for any goods missing/damages once left in an unsecure safe place.
How much does delivery cost?
The cost of delivery is dependent upon the items ordered and your location. You’ll see a clear breakdown of your delivery charge in your shopping basket, although please note that the prices shown are for UK mainland only and don’t include any equipment such as a tail-lift. Delivery charge can change for sheet sizes over 5 meters, and this will be advised with you.
If you’re located in Northern Ireland, the Scottish Highlands or any Islands please contact us, as these may incur a higher delivery charge.
How long does delivery take?
You’ll find an estimated delivery time on most product pages below the ‘Add to Basket’ button. Whilst we do aim to deliver your items within this timeframe, it is not guaranteed and delivery may take longer if you’re located in Northern Ireland, the Scottish Highlands, or any other Islands. We’ll always keep you up to date on the status of your order and inform you of all delivery updates.
Can I rearrange my delivery?
Due to the strains of the delivery network, we currently are unable to offer the option for a specific day or time. If you’ve received a delivery date that isn’t suitable for you, please contact us as soon as possible. We will try to rearrange your delivery for a more convenient date, although this may not be possible if your items have already left our depot or are enroute to your address.
Can the driver call me ahead of arriving with my items?
We can ask, and we try our best to follow instructions provided, however we cannot guarantee a call, as we use a variety of third-party carriers and calling customers may not be feasible.
When will I receive a delivery date?
All planned delivery dates are provided by email, so ensure you keep an eye on both your inbox and spam folder. We aim to provide you with a planned delivery date as soon as possible, however the time at which you receive this is dependent upon the estimated delivery timeframe of the items ordered. This means it could be within a couple of days or a few weeks.
Do you deliver on weekends?
All deliveries take place between Mon - Fri, excluding Bank Holidays. This helps to keep our delivery costs low and ensures our team is always available to help on the rare occasion you experience issues with your delivery. Please consider this when ordering your items as all estimated deslivery times account for working days only.
Will I need to sign for my delivery?
As this can be dependent upon our courier partners, we ask that somebody is at home to check and accept your delivery. If there is nobody available to accept the order, please contact us as soon as possible to discuss a safe place to leave your items.
What if there are items, I ordered, not listed on my delivery confirmation?
Any items not listed will come from a different depot and therefore will have a different delivery date allocated to you. If items are out of stock, they will follow when available. We recommend you keep an eye on your email box for further notifications.
I have a delivery date, can I add additional items to my order, so they are delivered together?
Unfortunately, it is too late to add to your order once they have been manufactured, picked, and dispatched. This will require an additional order to be placed, which will incur separate delivery charges. Our sales team will be able to advise you, please contact us on 01295 565 565, option 2.
Can I track my delivery?
We are unable to offer delivery tracking currently, however deliveries are typically made between 8am-6pm on Mondays to Fridays. If you can’t be at the address to accept the delivery, please contact us on 01295 565 565 to let us know a safe place we can leave the items.
Where will they be delivered?
Your items will be delivered to the address shown below. A person over the age of 18 must be home at time of delivery. If no one will be there, our drivers may try a neighbour or decide to leave your items in an appropriate safe place (if not already given) at your property to prevent a failed delivery. All deliveries are kerbside and offloading facilities are not provided; this will require you to assist our drivers with the offloading of items.
What happens if I miss the delivery?
If you miss the delivery and there is no obvious safe place to leave the items or due to unknown restricted access our vehicle cannot deliver, a redelivery charge may apply. Please contact us to discuss.
When does my possession of goods begin?
If you are at home at time of delivery, your possession starts when the items are offloaded on to your place of choice. If you have instructed us to leave them in a safe place or with someone else, you will be in possession of the item from the moment the driver leaves them where instructed. We are not be liable for any goods missing/damages once left in an unsecure safe place.
Do your delivery vehicles have forklift trucks to assist offloading?
This depends on what you are purchasing. Please enquire with our Customer Service team on [email protected] or give us a call on 01295 565 565, option 2.
Can I get the driver to call me ahead of arriving with my items?
We can ask and we try our best to follow instructions provided, however we cannot guarantee a call, as we use a variety of third-party carriers and calling customers may not be available.
When must I report a delivery issue?
Due to the nature of some of your products and the locations they are delivered to, it is important to report any issues within 48 hours of delivery. Please unpack and inspect the items for any damage, missing or wrong items. You can easily report any delivery issues to here. You can tell us what’s wrong and upload pictures in less than 2 minutes.
The driver has only dropped off part of my order. Why is this?
Sometimes our deliveries are split and can arrive via two vehicles on the same day or over a couple of days. This is often due to the size of some of your items or the maximum load restrictions of delivery vehicles preventing the load to be sent complete. Please contact us if all items are not delivered within 48 hours of the first delivery.
My delivery has not arrived today?
We are sorry that our team have not arrived with your order. Our drivers sometimes run out of driving hours and therefore your delivery will be moved to the morning of the following day usually. Please call us so we can investigate with the depot.
Can I still report a delivery issue outside of 48 hours?
We operate a 48-hour notice period for reporting delivery issues due to the type of products and their locations, where damage can occur after delivery. We are guided via our depots as to whether it can be returned outside of this period, and the time lapse between delivery and reporting may mean we will be unable to support a replacement. We consider all reasonable time requests, please get in touch with us here to tell us the details.
What if I want to return any items?
If you are a consumer, you have 14 days to request a return, this is in line with the Consumer Rights Act 2015. Click here for full terms and conditions. You do not need to have a reason for cancelling your contract with us, but we do require your cancellation in writing. Please complete our refund request form here, it is quick and easy to complete.
I am a Tradesman; can I return unwanted items?
Please see the business transaction refund terms and conditions. Refund, Returns & Cancellation Policy
How do I return an unwanted item?
If you are a consumer, you have 14 days to inform us that you want to return any items. Please provide the details of what you want to return on our refund form. The cost to return unwanted items is your responsibility and need to be returned to the depot who delivered to you, in resaleable condition. Our team of Advisors can help support you with all relevant information once you submit your return request to us.
How long does it take to return an item and be refunded?
Once goods have been received and inspected and found to be in a resaleable condition. we will refund you the value we debited from your card/Paypal or bank transfer within 14 days.
Can I return items that have been custom manufactured?
Under the Consumer Act 2015 personalised items are not covered under the 14 days right to return as they have been manufactured to your own personal specification or have been made to order for you. Your order confirmation will show if your order contains custom made items. Alternatively contact us for further information.
Do I have to pay to return items which are unwanted?
Yes, the cost to return items you no longer require, is your own responsibility. Please contact us to discuss if our depot can collect your items for you. If we can collect, the cost will be deducted from the value of your refund.
What if the product I purchased is now faulty?
This must be reported to us, with clear pictures, a description of how it was installed and what the fault is. Please send to [email protected]. Once we have received your information, we will contact the supplier to report the issue and our after-sale advisors will keep you informed. No refund will be made, or items replaced until the manufacturer has agreed the product is faulty.
