Frequently Asked Questions
Please click on one of the sections below to view the most frequently asked questions about that topic;
• Questions about Professional Building Supplies
• Products and Prices
• Placing Orders
• Payment Queries
• Questions about Deliveries
• Discounts and Promotions
• Accounts and Login Queries
• Opening Hours
• Installation Queries
• Returning Unwanted Goods
• Our Reviews
Q. Are you an Internet Only business - just a website with no real physical presence?
A. Unlike many of our online competitors we have an expanding network of warehouses, trade counters and yard facilities and we distribute materials from these depots to locations all over the UK. We employ a team of experienced, well-trained staff who are always happy to assist you with your purchase - feel free to call us on 01206 867500 at any time.
Q. I have never ordered from you before. How can I be sure that I am buying quality goods?
A. Our business is reliant upon our good reputation, which has been built on supplying quality products over a number of years. We know our market implicitly and we know what makes a good (or bad) pipe, fitting, length of gutter or fascia. We spend a great deal of time talking to manufacturers and distributors to ensure that we can offer quality products at competitive rates.
The majority of our products are manufactured by FloPlast and TetraFlow, who have both been supplying the UK market for a great many years. Please feel free to call us on 01206 867500 to discuss any concerns that you may have - we are here to help!
Q. Are your products covered by a guarantee?
A. Yes. All of our products are made to exacting standards, and most are either BBA accredited or manufactured to the relevant British or European Standard. On each of the product pages you can find specific details regarding the guarantees covering each product.
Q. Can you Price Match?
A. We check our pricing regularly and are confident that we offer the best value when taking into account product quality, service, a full basket of goods (rather than just the headline items), delivery charges and our generous volumetric discount structure. If however you find an item that we are not competitive on please do contact us and we will review the price wherever possible.
Q. Can I Place my Order over the Phone?
A. Yes of course, if you would feel more comfortable placing your order over the phone please call our sales office on 01206 867500 where our helpful and knowledgeable staff will be pleased to assist.
However we would always encourage our customers to place their orders on our easy-to-use website, as placing an order over the phone can be a slightly longer process due the additional security details that we have to check in order to prevent credit card fraud.
Q. Is there a minimum order value?
A. Although we do not specify a minimum order, there is a carriage charge of £10.00 payable for any order under £75 (exclusive of VAT). Delivery is free of charge for all orders over £75 (exclusive of VAT).
Q. How will I know if my order has been successful?
A. Once you have placed an order will send you an email confirming your order with your invoice attached.
Q. What types of Payment do you accept?
We take PayPal and all major Credit and Debit cards. We regret that we do not currently accept American Express.
Q. Is it safe to use a credit card when ordering online?
A. Yes. We use Sagepay, a well-known, secure system for online ordering. We will never pass on any of your personal details to any outside agency. In addition to this we hold a Certificate of Compliance from the Payment Card Industry Security Standards Council (PCI DSS). In the top left corner of your screen you will also see a green padlock, which signifies that Google rates our website as safe and trustworthy.
If you would prefer not to use your credit card we also accept payment by Paypal.
Q. Why does my payment keep being declined?
A. This can happen for a variety of reasons; in the first instance we always recommend you contact your bank or card provider for further details. If you have no luck then by all means call us as we may be able to point you in the right direction.
Q. Is it possible to obtain a Copy Invoice?
A. Yes, you will have received an invoice attached to your order confirmation when you placed your order. If you have registered for an account with us you can log in and reprint invoices. Alternatively if you have not registered please contact us and we can resend you a copy.
As this is a wide ranging subject, we suggest you take a look at the following pages which contain comprehensive details about all aspects of our delivery service;
• Tracking Your Order
• Checking Your Delivery
• Our Delivery Service
A. Yes. Please refer to the details on our Volume Discounts page. All discounts will be automatically calculated as goods are added to your basket.
Q. Do You Offer Promotional Codes?
A. Yes we offer various promotional codes throughout the year in line with any special offers that we are running. The best way to keep in touch with our promotions is to register an account with us. Also when placing an order please tick the button stating ‘I would like to receive your newsletter and information about future promotions’.
A. There are lots of benefits when registering for an account, all based around making your life easier such as:
• Save your billing address and multiple deliveries addresses, making the order process for future orders much quicker
• View your recent orders and repeat them with a single click
• Save Quotes, which can then be amended or changed into orders at a later date
• Reprint Previous Invoices
Q. I am Unable to Log In to My Account
A. If this happens please click the link that says “Forgotten Your Password” and we will immediately send you an email with details of how to reset it.
A. We are open 7.30 to 17.00 Monday to Friday and from 8.00 to 12.00 on Saturdays.
If you would like to contact us out of office hours please send us an email and we will respond as soon as we can [email protected]
A. Of course. You can email us with any enquiry that you may have, or if you would prefer to talk to one of our team you can call us on 01206 931404. We spend a lot of time advising our customers about our products and we hope you will find us friendly, knowledgeable and not at all patronising. There is also a very good Guides and Tips section on this site that covers many of the key areas of product selection and installation.
A. If you have made an error with your order and your goods have already been dispatched, you can arrange to return the goods for a full refund of the cost of goods returned provided they arrive back to us in their original condition. Please go to our Returns and Refunds section for full details.
A. Yes, you will be contacted by Feefo who are an independent consumer review company a few days after you have placed your order. Please follow the instructions provided to leave your reviews.
Q. Can I leave A Review on Professional Building Supplies?
A. Yes, we would be very pleased to hear from you. You can either respond to the Feefo email mentioned above or if you prefer you can email us directly with your thoughts.