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.
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.
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).
Once you have placed your order it will be sent to your local branch for processing they will then contact you directly to discuss the delivery details , if you have any issues with an order not arriving when scheduled please contact the branch directly.
We do not offer overseas shipping as standard. For distribution overseas, including GB Islands, typically we will deliver to a port or distribution company of your specification. However if you have a credit account with us and by special arrangement in some circumstances we are able to obtain quotes from a distribution partner Palletways, who may be able to deliver your order. This is limited to Ireland and Western Mainland Europe. The products must fit on a 1200x1000mm pallet and each pallet must weigh under 1000kg. Once an item has come into stock at the branch the lead time for overseas delivery on a premium delivery is up to 4 days and economy 5 days. The additional delivery and any management cost will be added to your order. The cost of the products and delivery must be paid before products are dispatched.
Please contact the mainland branch nearest your destination with any enquiries and to discuss any acceptance of your order. For Western Mainland Europe please contact our Dover branch
Yes, The individual who placed the order must be available to sign for the delivery and be able to show the driver your photographic ID and payment card used for the sale, We are unable to let anyone else sign on your behalf.
Yes, We are FORS registered although the rating can vary from area to area, To enquire about the rating in your local area please contact our Customer service team or your local branch.
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.
Yes, All click and collect customer must provide the branch with photographic identification and the credit/debit card used to pay for the order, The branch will not release the order without the proof of ID and payment card
Unfortunately we are unable to allow anyone other than the original purchaser to collect the order, this includes builders and family members, We are sorry for the inconvenience this may cause.
If your order is in stock you can normally collect it 1 hour after placing the order.
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.
All returns must be arranged via your local branch, you can find the branch contact details Here You must provide the branch with your customer number or order number.
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 endeavour to resolve any problems for you
If you change 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 register for an online account Here
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 https://www.buildbase.co.uk/application
You can log in at the top right hand corner of our webiste alternatively you can log in via this direct link https://www.buildbase.co.uk/account/login , If you are having trouble logging in or need a password reset please contact our live chat team located at the bottom right of our website or email us at email@example.com
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 ,
Please note that we are unable to add historical invoices or invoices created before the date your online was set up, any future invoices will be available to view/pay online.
We also have a handy step by step tutorial video HERE , If still require any assistance please contact our Live Chat team who will be happy to help.
Once you are logged into your account you can check your history in the “My order History” tab, or by clicking the following link https://www.buildbase.co.uk/account/invoices We also have a handy step by step tutorial video HERE , If still require any assistance please contact our Live Chat team who will be happy to help.
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, Unfortunately 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 contact us and we can arrange for these to be sent to you.
You can change your details such as log in email address, delivery and invoice address and credit limit you can do this by logging into your account and requesting the changes, check out our step by step tutorial videos on account changes HERE
The trade discount isn’t a set amount the discount will depend on the product and quantities you are ordering your local branch will be happy to provide you with a full estimate before ordering or you can create a quote via our online system which will be sent to your local branch on your behalf.
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 staff members and highly experienced in pricing and our branches will always aim to be competitive and will consider any other quotes you may have already
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 opening times are 8:00am - 5:30pm Monday to Friday and 9:00am - 12:00pm on Saturday.
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.
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.
All cancellations must be done via your local branch you can call or e-mail 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 yet been cancelled.
Product dimensions, where possible will be displayed on the product information page.
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.
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. https://www.buildbase.co.uk/info-security-guarantee-6
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.
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 honoured
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.
All Items which are available to purchase are displayed on our online stock information, If the item is showing out of stock we suggest contacting 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
You can your local branch by telephone or email you can locate your local branch here
by contacting our live chat team who are located at the bottom right of our webpage- operating hours are weekdays 7am-10pm
by writing to us at:
GRAFTON MERCHANTING GB
5520 Oxford Business Park South
Not at all, we are open to both trade & Public.
Our bulk bags come with a minimum fill of 800kg with approx. dimensions of 75 cm Width x 85 cm Breadth x 95 Height
The size you see in brackets is the finished size of the product once ran through the sawmill to shape.
Yes, we offer this service in some of our branches Please check our branch locator to check if your local branch offers this service.
Yes, we do, you can take a sample into your local branch who can help match to one of our bricks you can use our online brick matching service which you can find here- https://www.buildbase.co.uk/brickmatcher
Yes, we do offer this in selected branches around the country please contact your local branch to enquire.
We accept most major credit/debit cards or cash sales within the branch, unfortunately, we are unable to accept American Express and alternative "fast" payments such as PayPal, Amazon pay, apple pay etc
Our VAT number is 128252676
We do supply but I am afraid we do not offer fitting,
We don't have a minimum order quantity however if the order value is below £200 it will incur our standard delivery charge of £15 EX VAT
Customers who are registered disabled are entitled to a VAT refund on specific projects that contribute to improving the accessibility of their home. VAT can be claimed back from Buildbase for building works that relate to the widening of existing doorways, construction of access ramps and the provision of accessible bathrooms or wet rooms. Customers are asked to first purchase the products as normal then send a copy of their invoices highlighting qualifying products and a letter providing contact details and confirming they are registered disabled to Financial Accounts, Grafton GB Ltd, Unipart House., Where our Finance team will contact you regarding a VAT refund.
You can find all the useful videos here.