COVID-19 FAQ's

What are your opening hours?

Our branches in England will be opening with their usual opening hours, typically 7am-5pm Monday to Friday and 8am to 12 noon on Saturday. Our branches in Scotland will have their usual weekday opening but will not be open on Saturdays in the short term. You can find details of branch opening hours here: https://www.buildbase.co.uk/storefinder

I ordered before you closed and was happy to wait, will I now be a priority for delivery?

All orders placed before lockdown will be worked through by our branch managers during the first week of reopening. They will then contact you to confirm the need for delivery and allocate a timeslot If you placed an order at a branch that remains closed and your order has not been fulfilled, please let us know and we will put you in touch with a manager who will resolve your problem.

Are your landscaping centres open?

Our landscaping centres are all closed during lockdown. You are able to order specific landscaping products over the phone or using our website and our catalogue for inspiration but under current measures we are not able to let you browse the landscaping centres at our branches.

Are you delivering?

Yes. For branches that are open, you can place online orders for both collection and delivery. Branches will contact you when the order is received and allocate you a delivery slot.

How soon will my order be delivered?

Once you place your order, the branch will contact you with a delivery day and time. This is taking much longer than usual and can be as long as 7-10 days in some branches , We ask that you bear this in mind when ordering and ask for your increased patience in these busy times.

How far do your branches deliver?

Typically, a branch will deliver up to 20 miles by road on a daily basis, this reduces to 10 miles in London. However, this does vary by location so please call your nearest branch if you are unsure whether we can deliver to you. Note that at the moment our delivery times may be longer than usual so please bear with us.

Are your kitchen and bathroom showrooms open?

At the moment all our showrooms remain closed, we are unable to offer design services at this time. However, if you know which products you need, contact our branches and they can order specific items for you such as sanitaryware, kitchen worktops, sinks or taps.

Why can't I select click and collect?

At the moment we have a few branches which are operating a delivery only system, those branches are Southport, Selsey & Falkirk

Do you have priority collection or delivery slots for the elderly, vulnerable or front-line workers?

Once you place your order, please call the local branch if you have specific needs or concerns relating to the arrival of your goods.

Are there any shortages of particular products?

We are working with our supply partners to minimise any stock shortages, though we may be subject to supplier delays. We are unable to transfer stock between our branches at this time, which ordinarily we do to improve availability. There is currently a national shortage of Thistle multifinish plaster and associated items.

How are you protecting customers (social distancing, branch cleaning)?

It’s vital that we keep our customers and colleagues safe at this time. Branch cleaning has been undertaken both by our staff and cleaning contractors, as well as a branch risk assessment in the days prior to the branch reopening. Ongoing branch cleaning will take place and be designated to specific individuals. We will be practising strict social distancing rules in the yard, the branch and whilst performing deliveries. Customer pick-up points have been zoned and social distancing signage inst...

How are you ensuring staff safety, will they be wearing PPE?

The safety of our colleagues is absolutely paramount, we have not opened branches where we feel unable to provide a safe service. Returning to work has been voluntary, any colleagues who felt unable to return, are vulnerable or part of a vulnerable household have not been asked to work. WE are following Government isolation rules and any colleague will be required to isolate if they or a member of their household shows symptoms of Covid-19 PPE has been allocated to staff and hand sanitizer poin...

Are you restricting what products people can buy?

Not at this time, although subject to demand we may experience shortages of individual items. We are working with our supply partners to minimise any issues.

How long after placing my order can I collect my goods?

Branches will contact you after the order has been placed and allocate you a delivery time or collection slot, you must not visit the branch without and order number and collection time. Due to demand, our this may be longer than usual, please bear with us

What is your returns policy during this time period?

You must let us know within 24hrs of receiving the goods if there is a problem with your order. We will then discuss collection or return arrangements. Otherwise our returns policy is unaffected, see clause 6: https://www.buildbase.co.uk/consumer-terms-and-conditions for consumers and clause 7 for trade accounts: https://www.buildbase.co.uk/trade-terms-and-conditions

Can I order online?

Yes. For branches that are open, you can place online orders for both collection and delivery. Branches will contact you once the order is received and allocate you a delivery time or collection slot, you must not visit the branch without and order number and collection time, Due to demand our delivery/collection times may be longer than usual, please bear with us

Are you open for both trade and public, account and cash customers?

Yes, we are currently accepting telephone and online orders from trade, account and DIY customers.

Can I just pop into the branch?

No, all visits must be at a specified timeslot provided by the branch following an online or telephone order.

Are you operating a contactless service?

Yes, as far as possible. All orders must be placed over the phone or online to remove the need for payment in branch No cash orders will be accepted all payments must be made electronically. . Customers are required to accept a Customer Consent Agreement (CCA), online for web orders or by email for phone orders, that they accept an emailed branch delivery or advice note as proof of receipt and that the transaction is complete. Telephone orders can be placed but will not be fulfilled until the CC...

Which branches are open?

We are opening our branches once able to offer a safe and secure service for both our colleagues and customers. The list of branches with their open dates are available here: https://www.buildbase.co.uk/buildbase-coronavirus

What service are you providing at the moment?

We are currently providing both a delivery and collection service. However, orders must be cashless and placed over the phone or online and customers must not visit us without an order confirmation number and timeslot provided by the branch.

What is your online ordering process?

Place your order for collection or delivery as usual. Once we have received your order, We will then contact you confirm your collection or delivery timeslot and give you an order number. For collection orders please visit the branch at your allotted time, where you will be met at the gate and directed to a collection bay. We are operating strict social distancing for both collections and deliveries.

I’m having account or payment difficulties, can you help?

If you would like to discuss any difficulties paying your account, our Credit Control and Purchase Ledger teams remain fully operational and can be contacted in the usual way. (Please note due to our remote working, when calling us you may not hear a ringing tone. Please be patient and a colleague will answer in due course.) Our credit teams are available to take your calls from 7.30am until 5.00 pm Monday to Friday and 8am to 12 noon on a Saturday. We will be waiving all credit / business c...