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Order & Delivery FAQs


Q.) What's the latest time I can order for next working day delivery?

A.) Our cutoff for same day dispatch of orders is currently 1pm, orders placed after this time will not be processed for dispatch until the next working day. For example, if you select "Next Working Day Delivery," during checkout and order before 1pm on a Monday we will process the order on the same day and schedule delivery for Tuesday. If you order after 1pm on a Monday the order will be processed on Tuesday for delivery on the following Wednesday. Subject to stock availability.

Q.) If I order using your 2-3 Working Day Economy Delivery Service what day will it be delivered?

A.) As previously mentioned, our daily cutoff for same day dispatch of in stock orders is 1pm if ordered on a weekday. We do not dispatch on weekends or bank holidays. If you order before 1pm on a weekday the expected delivery days will be as follows:

Order Monday delivered the following Wednesday or Thursday.
Order Tuesday delivered the following Thursday or Friday.
Order Wednesday delivered the following Friday or Monday.
Order Thursday delivered the following Monday or Tuesday.
Order Friday delivered the following Tuesday or Wednesday.
Order Saturday delivered the following Wednesday or Thursday.
Order Sunday delivered the following Wednesday or Thursday.

For in any in stock orders placed after 1pm please add an extra working day to the expected delivery day. Subject to stock availability.

Q.) Are the stock levels shown on the website accurate?

Yes, we make a lot of effort to ensure the stock levels shown on the website are as accurate as they can be whilst being updated in real time so you can order in confidence. We promise to let you know straight away if an error means we will have trouble fulfilling your order.

Q.) There's only a couple of items in my basket why is the delivery more expensive than I was expecting?

A.) Some the products on our website are classed as hazardous by the UK's parcel couriers. (Liquids, Paints, Thin Coat Renders, Etc.) This means we cannot use their services to deliver these types of products and have to ensure they are delivered safely secured to a pallet so to avoid accidental spillages. With palletised deliveries the hauliers charge a mostly fixed rate per pallet with each pallet usually having a max weight allowance of 1000kg. Unfortunately, this can make the delivery costs of a single hazardous product seem relatively high. This situation is unavoidable for safety reasons so we recommend ordering any hazardous items along with other products to use as much of the pallet weight allowance as possible.

Q.) What does it mean when the stock status of an item is showing as "Not in Stock. (Pre-order today, ETA XX Days.)?"

Popular items may sell out quickly and temporarily be on back order with our suppliers. Some items on the website we simply do not stock at all! This means that the items are currently out of stock but that there are shipments on their way to re-stock our warehouses or stock will be ordered as customer orders are received. Pre-ordering an item is a worry-free way to ensure that you will be first in line for the new inventory and that the items which you ordered will be sent out to you as soon as we receive it!

  • Items you order in addition to the pre-ordered item(s) will be held back.
  • The pre-ordered and held back items in any order will automatically ship out as soon as we receive the item(s) in the order which they were placed.
  • You will be notified via a shipment confirmation email (and a tracking number) once your back ordered items have shipped. You will not need to contact customer support, or do anything to follow up on the pre-ordered item. We will take care of it for you from here on out!
  • We will do our best to estimate when pre-ordered items are expected to ship, and post this information on your emailed order confirmation. This is only an estimation, subject to change, and shipping dates are not guaranteed.

Q.) Does everything on the website have next day delivery available?

A.)  For items to be delivered next day they must be showing as enough quantities of all the required items in stock at time of order. Items that are showing to be "Not in stock. (Pre-order today, ETA XX Days.)" or those that do not have enough available quantities to fulfil your order will be back ordered from the manufacturer and delivered the day after they arrive into stock if the next day delivery option is selected. Most products do show estimated manufacturer back order lead times in their product description, be sure to check those! We will not part deliver orders without prior agreement or until all pre-ordered items are in stock. Orders placed after 1pm will not be processed for dispatch until the next working day.

We also have an economy 2 day shipping option which follows the same principles as above.

Q.) Do you deliver on weekends?

A.) No, we are closed on a weekends and bank holidays. Online orders placed during this time will not be processed for dispatch until the next working day.

Q.) Will all my items be delivered at once?

A.) This depends on what you order. A standard pallet size is strictly 1.2m x 1.0m for third party pallet couriers so if you order palletised items such as bags of render or large liquid drums along with long items that cannot fit within the constraints of the pallet such as beads that are 2.5m long then we will send them seperately with a specialised courier. It should not be expected that these deliveries will be at the same time in this case.

The only exception to this is if you live within an approximately 100 mile radius of Doncaster and we decide to schedule your delivery on our own lorries. If this is the case then everything will be delivered together. 

Q.) Are your deliveries ever late?

A.) Ok, we need to be honest, we're not perfect, no business who delivers is, or ever can be. Our lorries and couriers all drive on the same roads as everyone else and have the same problems we all have as motorists. To put it simply, no one can guarantee a 100% delivery success rate, ever. Ours is around 96-98% which should be considered excellent. This does mean there's always a small risk of unforeseen delays affecting your delivery hence why we strongly recommend that you do not book labour for the installation of any goods until they have successfully arrived and have been checked. There generally tends to be high levels of freight and traffic on the roads around bank holidays so we would strongly advise ordering early around these times as they tend to be the most problematic when it comes to unforeseen delays with transport.

Q.) A small amount of material has fallen out of the bags onto the floor which needs cleaning up is this normal?

A.) Yes, this is normal. Most cement bags have the material blown into them at the factory via a filling hole at the top of the bag. Small amounts of material can get trapped in the filling hole and then fall out during transport. The filling hole itself is also not completely air tight which adds to the issue. The manufacturers of these particular types of products would consider this to be an expected behaviour so they do not consider this to be a fault when this happens. Material may also get discharged if there is any accidental damage to the fragile paper bags that has occurred during transport. 

Q.) Is the packaging the materials are delivered in completely weatherproof as I'm leaving the materials outside?

No, the packaging should not be depended on to provide any kind of weatherproofing protection for any length of time once the delivery has been made. The packaging is solely designed to protect the goods during the rigours of transport as occasionally the packaging may pick up rips, tears, holes or even get removed completely as the materials move through busy warehouses and lorries who are all doing their best to ensure the delivery arrives on time! Our Terms & Conditions do state all risk of damaged pass onto the customer immeadiately after the delivery is made.

Q.) I need the delivery putting round the back of my house, the delivery driver will do as I ask, right?

A.) For heavy pallet deliveries the drivers will carry out a visual risk assessment when arriving at the delivery point. The drivers will assess the safest place for themselves, their equipment and the general public to leave the pallets which is a close as possible to the front entrance of the property. In some instances this may mean the pallets have to be left at the kerbside, or even not left at all if no place is deemed safe to leave the pallets. We must stress that the drivers decision on where to leave pallets is final as it they who have to answer for any decisions they make.

Parcel deliveries will be made at the nearest ground floor entrance only.

Q.) Can I refuse delivery?

A.) If the items being delivered are perishable, (Anything with a manufacturer described use by date. It can be safely assumed anything we supply that is packaged in a bag or a bottle is perishable.) these are not covered by Consumer Contract Regulations and therefore any cost of bringing the refused delivery back to us along with a restocking fee of around 10% will be deducted from any refund. We advise that if you need to cancel an order of perishable items please do so before goods are dispatched and we will be happy to do so with a full refund, with no questions asked. Items that aren't perishable can be refused as normal but if you could cancel before dispatching your order this would be helpful for us.

Q.) If I don't use any of the render I've ordered will you pick it up for a refund?

Unfortunately, all render products (As well as plasters, cements, etc.) have a use by date and the quality of them can deteriorate very quickly if incorrectly stored so they are classed as a perishable product. We are unable to accept returns of any of these type of products as we cannot guarantee the quality of returned product for the next customer and there's lots at stake! This is standard policy across most UK builders merchants and is specifically covered under UK legislation. Any items on the website that are supplied in either bagged or bottled packaging should be considered perishable. Please read the Terms & Conditions for full information. We have no problems taking returns any another of the non perishable products we sell, such as tools, etc, provided they are unused.

Q.) Where are your terms and conditions?

 A.) Our terms and conditions can be found at this link:

We would love it if you could read them because even though this link is available on every page of our website, no one ever seems to and our sales team have to answer a lot of customer questions that are covered by this page. By placing an order with us you will need to confirm that you agree with us applying these terms and conditions to the entire transaction whilst checking out so please ensure that you read them. We promise they're more than fair!