Buildbase | Building & Timber Supplies. Designed for the trade - Open to the public
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Frequently Asked Questions

This page contains answers to commonly asked questions about Buildbase product availability and delivery information. We try to make as much information as possible available through our website, however if you have not found the answer you are looking for please do contact us.

What is the standard delivery time? +

If you place an order by 12pm Monday to Friday, Buildbase will deliver next day. However, we cannot be held responsible for delays caused by carriers or third party suppliers used. The Buildbase Website does display up-to-date stock information for each product. Once you have placed your order you will be advised on the progress of your order via your local branch.

How much is delivery? +

We offer free delivery on all orders over £200.00 (excluding VAT). Delivery costs will be incurred on orders under the order value of £200.00 (excluding VAT). All destinations within the UK other than the Exceptional Areas will incur a standard delivery charge of £15.00 ex VAT for all orders under the order value of £200.00 (excluding VAT).

Can I collect my order? +

Yes you can. Simply enter in your postcode on the basket page then select 'Collect from Branch'. The closest branch will be displayed where you'll be able to collect your order within 3 hours.

Changed your mind? +

If you have changed your mind, you can return the item to us within 14 days, all items must not be damaged, fitted or altered. There may also be a restocking charge if your handling of the product has caused a reduction in the quality or use, this includes special order products or made to order products. Refunds will be issued within 14 days.

You can view our full returns policy in this link: Returns Policy.

My Item is faulty? +

We will repair, replace or refund the cost of the goods and the delivery charge for all faulty goods notified to us within 12 months of delivery, All returns are tested and if the item proves in working order then no refund will be issued and you will still be charged for original delivery, collection and the subsequent item return.

How to I arrange a return? +

All returns must be arranged via your local branch, you can find the branch contcat details Here

Manufacturers warranties +

All products supplied by Buildbase come with a commitment to pass on manufacturers warranties in good faith but we do not endorse them and they form no part of your contract with Buildbase.

Some manufacturers arrange for engineers to fix problem parts on site. In such cases, we will provide you with the telephone number of the manufacturer's after sales team to make the necessary arrangements directly with them. In the event that you are not satisfied with the service they provide then please contact us and we will endeavor to resolve any problems for you

Do you offer a price matching service? +

Our website prices aim to be competitive, discounts may be available depending on the size of your project, these can be discussed with your local branch. Our branches will consider any other quotes you may have already, Our teams are highly experienced and are continually benchmark our prices against the marketplace, We pride ourselves on offering great value, competitive prices and an excellent service.

Do you have an item in stock? +

We do show up-to-date stock information for each product on our website. This information can be found on the product information page, at the top labelled ‘Stock Level’

Do you have a telephone number I can call you on? +

Yes, should you have any questions or queries regarding your order, please do not hesitate to call your local branch. Details can be found by setting your location on any page or using the Branch Locator. We are ready to help you. The standard opeing times are 8:00am - 5:30pm Monday to Friday and 9:00am - 12:00pm on Saturday.

What happens if I have ordered the wrong item? +

If you have changed your mind about the item, you can notify us within 14 days and return the product for a full refund at your own cost. Any refunds will be made within 30 days of receiving your returned item. You are expected to cover the cost of returning the item and your initial delivery charge will not be refunded. Refunds will not be given if the item has been fitted, damaged or so altered that it is not fit for immediate re-sale.

Please contact your local branch to arrange any returns.

Can you send me a catalogue? +

Want the latest catalogue?  Simply Click Here to go to the Buildbase request a catalogue section, enter in your details and we will rush the latest catalogue to you.

How do I cancel an order? +

You will need to e-mail or call your local branch. You will need to include the order number and your full name and address in the email. You will receive a cancellation number to confirm that your order has been cancelled. If you do not have a cancellation number then the order has not been cancelled and will need to request another cancelleation. 

Where can I find dimensions for a product? +

Product dimensions, where possible will be displayed on the product information page.

What is the Waste Electrical and Electronic Equipment Regulation (WEEE)? +

The Waste Electrical and Electronic Equipment Directive (WEEE Directive) is the European Community directive on waste electrical and electronic equipment which, together with the RoHS Directive, became European Law in February 2003, setting collection, recycling and recovery targets for all types of electrical goods. For more information Click Here.

Can I See Your Privacy Guarantee? +

Our Privacy Guarantee statement is available , Click Here to view it. 

I am concerned about my privacy +

Please be assured that Buildbase is committed to the online privacy of all its users and our Privacy Policy is designed to provide users of our website with a clear understanding of our data processing practices, You can view our fully Privacy Policy Here

I am worried about using my card details on your site +

We understand that shopping online can feel risky and uncertain but please be assured that we 100% guarantee the safety of shopping online with us there is no need to worry, the following link will provide you clear and detailed information regarding our security guarantee which we think will be very reassuring to you.

How do I check my order history? +

Once you are logged into your account you can check your history in the “My order History” tab, or by clicking the following link

Do you have any special offers/discounts? +

From time to time we run special online offers these are normally for customers who have an online account with us, the code is normally emailed to the customer directly or available on our home page. Your local branch may also be able to offer some promotional pricing or special offers although this will vary from branch to branch. 

Do you offer armed forces or emergency services discount? +

Yes, we offer a minimum of 10% discount minus VAT off the list price or website price (whatever is lower), There is excluded products such as power tools, boilers and bulk buying, to qualify for this discount you must show a valid armed forces or emergency ID/membership services card and valid photo ID (passport, driver's license) at the point of sale. If this is shown after this point the discount can’t be honored

How do I check if my item is in stock? +

Each product page will show up to date information regarding our stock levels, you can view this at the top of each product page titled “stock level”, We advise you to use this feature with your postcode as this will check the stock at your local and surrounding branches.

My item is out of stock can you order it for me? +

All Items which are available to purchase are displayed on our online stock information, If the item is showing out of stock we suggest contcating your local branch who will check when the item will be back in stock,  If you do not see the Item you require or need further assistance the branch will be happy to help or you can speak with our live chat team at the bottom right of the screen

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How to I register for an account? +

You can register for an online account Here

What type of account is best for me and how do I apply? +

We have various types accounts available for our trade customers from a cash account to a credit account, please click the following link to find which account is suited best to your needs, you can also use the provided link to apply

Where do I log in? +

You can log in at the top right hand corner of our webiste alternativly you can log in via this direct link , If you are having trouble logging in or need a password reset please contcat our live chat team located at the bottom right of our website or email us at 

How can I view my invoices? +

Once you have linked your account and set it up for online invoicing you will be able to view your invoices and make payments, You can do this here if you need any assistance please contcat our Live Chat team who will be happy to assist. 

Why can't I see my old invoices? +

We can only provide invoices from the date your online account was set up and activated for online invoicing, Once this has been set up you will see your future invoices stored on your account, Unfortunetly we are unable provide historical invoices or any that have been produced before the online set up date. If you require copies of any invoices please contacts us and we can arrange for these to be sent to you. 

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