FAQs

Online Orders and the Website Troubleshooting

Q: I’ve placed an order online but want to change it, how do I do this?

A: Please contact the depot that your order was placed with. There is a contact number on the order confirmation email that you received after placing your order and we also have a list of our depot details here.

 

Q: Can I view my quotes online?

A: We are currently working on making this possible for account users. 

 

Q: How do I get a quote on the products I need?

A: You can request a quote online here or you can contact your local depot. Contact details can be found here.

 

Q: Are all Covers Timber & Builders Merchants products available online?

A: We have a huge range of products available to purchase online and are constantly adding new ranges. If you can’t find what you’re looking for, contact your local depot who will be able to advise. Contact details can be found here.

 

Q: How long does a refund take?

A: Once a refund has been processed the money will take 3 – 5 working days to go back onto the card that you paid with.

 

Q: I’m having trouble signing into my account, how do I solve this?

A: Please contact our Online Team on 0800 2100 458 or ecommerce@coversmerchants.co.uk and we’ll have a look into the issues that you are having.

 

Q: I’m having trouble creating an account, how do I solve this?

A: Please contact our Online Team on 0800 2100 458 or ecommerce@coversmerchants.co.uk and we’ll have a look into the issues that you are having.

 

Q: Can I link my depot account with a web account?

A: Yes. You will need to register for a web account first. Please click here to apply. Once our Accounts team have completed some security checks and verified who you are they will link your web account with your account number.

If you’re still having trouble please contact our online team on 0800 2100 458 or ecommerce@coversmerchants.co.ukk and we’ll have a look into the issues that you are having.

 

Q: Can I exchange an item in depot?

A: Yes you can, within 14 days. 

 

Q: I’m looking for something and can’t find it on your website, can you help?

A: We’re working on adding our huge product range to the website, in the meantime your local depot may be able to help you. Contact details can be found here. 

 

Q: Do you sell sustainable building materials?

A: Yes. Covers Timber & Builders Merchants has a dedicated sustainability centre at our Head Office in Chichester, West Sussex. Please contact our Sustainable Product Manager for more information on 01243 791478 or email. Or alternatively, have a look at our website.

 

Q: What do I do if my item is faulty?

A: Please contact the Covers Timber & Builders Merchants depot you purchased the goods from. Photographs are always helpful for us to resolve the issue quicker and can be sent to the depot email address, which can be found here.

 

Q: The photo online is slightly different from what I received, why is that?

A: All of the images used online are for illustration purposes only and may differ from the actual product. A variation on products made from natural materials, like timber, are to be expected.

 

Q: My payment has been declined, what do I do now?

A: Please check that the billing name and address are entered exactly the same as what is on your card. If you’re still having trouble please contact our Online Team on 0800 2100 458 or ecommerce@coversmerchants.co.uk and we’ll have a look into the issues that you are having.

 

Q: My payment was declined but the payment is pending in my bank account, what do I do?

A: Please be assured that if your payment was declined by Covers Timber & Builders Merchants, we have no way of accessing the money and thus will not take it from your account. The pending payment should clear within 48 hours but if you need it clearing sooner please contact your bank. We will work with them wherever possible.

Delivery

Q: When will my online order be delivered?

A: Please contact the depot that your order was placed with to confirm a delivery date. Contact details can be found here or on your email order confirmation.

 

Q: Can you deliver outside of mainland UK?

A: You can view the postcodes we deliver here.

 

Q: How do I know if the product is delivered by the supplier?

A: On a product page, once you have entered your postcode, click on the delivery tab and it will tell you here if the product is going to be sent to you directly from the supplier or whether it’ll be delivered by your local depot.

 

Q: How much do you charge for delivery?

A: All of our delivery information can be found here.

 

Q: Will the delivery driver carry my goods inside or onto my property?

A: Our deliveries are to kerb-side only.

 

Q: Where is my order?

A: Please contact the depot that your order was placed with. A contact number is on the order confirmation email and we also have a list of our depot details here.

Services

Q: Can I order a brochure?

A: Please contact your local depot for brochures. Contact details can be found here.

Alternatively, you download a PDF version of your chosen brochure from here.

 

Q: Can I order a sample?

A: Please contact your local depot to order samples. Contact details can be found here.

 

Q: Do you offer a cutting service?

A: The majority of our depots offer a cutting service, please visit your local depots’ page for details. Contact details can be found here.

 

Q: Do you offer installation?

A: Unfortunately we’re unable to offer installation.

 

Q: Do you offer a brick matching service?

A: Yes, please pop into your local depot to discuss further with our team. Contact details can be found here.

 

Q: Do you offer a paint mixing service?

A: Yes but only at our Chichester depot.

 

Q: Do you offer a tool hire service?

A: Yes. We have HSS Hire situated at a few of our depots. Find your nearest depot here.

Depot

Q: Are you open to the public?

A: Yes, we are open to Retail and Trade.

 

Q: What are the opening hours of my local depot?

A: All opening hours and contact information can be found here.

Accounts

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

A: Please get in touch with your local depot to discuss which of our account options is best suited to you.

 

Q: How do I sign up for an account?

A: Signing up for a website account is easy, register online and checking out will be made quicker and simpler.

Already have a cash or credit account with the depot? Great! You can link this to a website account when registering and retain your in depot benefits, online too!

Fancy a cash or credit account? Get in touch with your local depot to request an application form.

 

Q: Can I link my website account with my trade account?

A: Yes. If you haven’t already registered, register here and enter your account number into the “Existing Account Number” field.

If you’ve already made a website account, don’t worry. Email ecommerce@coversmerchants.co.uk and we’ll link the accounts for you.

 

Q: Can I view my invoices, credits and make credit balance payments online?

A: Firstly you need to link your website account to your trade account. Once you’ve done that, you will be able to make credit balance payments online.

 

Q: My account details have changed. What should I do?

A: Please email enquiries@coversmerchants.co.uk with your amendments.

 

Miscellaneous

Q: I can’t find the answer to my question.

A: Please contact our online team 0800 2100 458 or email: ecommerce@coversmerchants.co.uk and we will try and help.

 

Q: I would like to make a complaint; how do I do this?

A: Please contact our Customer Services team here.

 

Q: Where can I find your job vacancies?

A: All our current job vacancies can be found on our careers page.

 

Q: How do I unsubscribe from marketing?

A. Please contact us on 01243 791475 or marketing@coversmerchants.co.uk with details of where you are receiving the marketing and we will remove you from our mailing list.