Customer Service
You’ll find our team friendly, problem-solving and responsive.
To make sure you get the answer you want as quickly as possible, please select from the options below:
You’ll find our team friendly, problem-solving and responsive.
To make sure you get the answer you want as quickly as possible, please select from the options below:
Live Chat – open a new chat using the icon at the bottom right of the page
Contact Us Form – fill in the form below
Telephone – 01529 308839
Post – Turnbull & Company Ltd, 97 East Road, Sleaford, Lincolnshire, NG34 7EW
Our live chat and telephone lines are open 8am-5pm, Monday to Friday excluding Bank Holidays.
Email – [email protected]
Telephone – 01529 303025
Post – FAO: Accounts, Turnbull & Company Ltd, 95 Southgate, Sleaford, Lincolnshire, NG34 7RQ
Our Building & Plumbing branches are open:
Monday – Friday 7.30am – 5pm
Saturday 7.30am – 12.30pm
Our online team is available from Monday – Friday 8am – 5pm
For more information about our branches please visit our branch summary page.
We accept all UK credit or debit cards except those issued by American Express.
We are rapidly expanding our online range, and we do have most of our range online but if you can’t find what you’re looking for please contact your nearest Branch, who would be happy to help.
You can checkout as a guest, but the option to create an online account will be available throughout the checkout process.
This would allow you to keep track of your purchases – handy if you’re looking to make frequent orders!
Not at all. Both the website and our branches are open to anyone to purchase our products at competitive prices, and a trade account is not required.
If you’ve placed an order online and received an acknowledgment stating it’s on “backorder”, you need not worry.
Your order has been received at our Online Sales Branch to be processed, rather than one of our physical branches. The Online Sales Branch doesn’t carry stock so our system automatically assigns the order as “on backorder”.
You’ll receive an up to date copy of your order acknowledgment with a new order number, once your order has been processed.
If you have any queries on this, please don’t hesitate to contact the Online Sales Team on 01529 308839.
On occasion our team will need to transfer an order from one branch to another, for delivery vehicle availability or stock reasons.
Orders are allocated an order number specific to the branch to where they come into, and acknowledgments are automatically sent out.
If our team have to transfer your order to another branch, a new order number specific to that branch is assigned, and an up to date acknowledgment is sent to you with the new number.
Your order isn’t duplicated at any point in this process, simply transferred between branches and assigned a new order number.
Order from our range of building and plumbing materials* either directly with your nearest branch or online and we will deliver to your home.
*Please note: We can only deliver certain products by van due to weight and size restrictions. Larger, heavier products can be delivered by HGV.
Delivery is within 3 working days, subject to stock availability (Monday to Friday only).
What to do:
Where is this service available?
This service is available at all our branches.
We deliver heavy and bulky items using our Heavy Goods crane vehicles out of our branches.
Delivery is within 3 working days, subject to tock availability (Monday to Friday only).
What to do:
Where is this service available?
This service is available at all our branches.
Delivery is within a 20mile radius of each branch, or at the Manager’s discretion.
We deliver within a 20 mile radius from our branches across Lincolnshire and Nottinghamshire, covering Brigg, Lincoln, Newark, Sleaford, Horncastle and Spalding and surrounding areas.
We estimate your distance from our branches using Google’s distance calculator, and the website will not allow you to checkout if you are outside this radius for dleivery.
Sometimes this tool doesn’t select the most practical route, so if you think it’s made a mistake, get in touch with your nearest branch and we’ll try hard to fulfil your order.
We would prefer for someone to accept delivery to ensure your order has arrived safely, but we can appreciate that this is not always possible.
If for any reason there is no-one available to accept delivery, our drivers will first contact the named delivery person on your order for advice on where to leave the delivery.
Otherwise, our drivers will leave your goods in a sensibly safe place at their discretion.
Delivery is usually within 3 working days from time of order, subject to stock availability (Monday to Friday only).
Feel free to submit any requests in the Delivery Instruction box in checkout. Requests cannot be guaranteed but we will do our best to meet them or advise of the next soonest date.
Once your online order has been processed and planned for delivery, you will be contacted by either your local branch or the online team with your expected delivery date.
If, due to unforeseen circumstances, we are unable to deliver on the confirmed delivery date, we’ll contact you as soon as possible to arrange an alternative date. We cannot accept liability for any costs due to delayed delivery.
We cannot be held responsible for any delays beyond our control. Please refer to our Terms and Conditions for further details.
Always check your order before signing for it. Damaged goods must be reported to us within 48 hours of delivery along with photographs of damage. Let the delivery driver know when you sign the delivery receipt and contact us as soon as possible on [email protected] or call 01529 308839.
If you decide to collect your goods at one of our branches, you’ll need to bring the following documentation:
You can collect goods for someone else, or ask someone to collect on your behalf with the following documentation:
You will also need to tell us prior to collection who the named driver / person is.
Regretfully, we will not hand over goods if the above criteria have not been met. It’s a necessary safeguard to make sure your goods go to the right person.
We’ll contact you by phone or email you to let you know as soon as your order is ready for collection.
Yes!
Turnbull branches are open Monday to Friday from 7.30am to 5pm, and Saturday from 7.30am to 12.30pm. You can collect ordered goods between these times.
You’ll need a copy of your order confirmation, either a paper copy or email order reference which will be on the order confirmation email, and photo ID.
If you are a trade customer, you’ll need your account details.
If you can’t collect your order on the day you have selected, we will keep it for a further three days.
The goods are your responsibility once you’ve collected them, so it’s important to take time to check their condition before you leave the store. Of course, if in the unlikely case you have a concern, we’ll do everything we can to put things right quickly.
If you still don’t collect your goods, we’ll end our contract of sale with you. If goods have been paid for, we’ll refund your money.
You may cancel an order up to 24 hours before the agreed collection date. You can also cancel an order under our Customer Terms and Conditions , for example if we can’t provide your goods for collection within a reasonable amount of time because the product is out of stock or there is a substantial delay from a supplier. Let us know by email at [email protected] with your name, details of the order and your phone number and email address or complete this form.
If you believe you have made an error with your order, please don’t hesitate to contact our online sales team on 01529 308839, and they will do their best to assist you and advise further.
Of course. You’ll need to return the products to the branch you chose for collection. You can find the details of our Returns Policy here.
If you have any missing or faulty items, or if there is anything wrong with your order when it arrives, please contact us by phone on 01529 308839 or send an email to [email protected].
We will let you know what to do next.
Of course. You’ll need to return the products to the branch you chose for collection. You can find the details of our Returns Policy here.
We can only accept full, unopened packs or products, and will be subject to a re-handling fee.
We are unable to accept loose, leftover materials back. Please refer to our Returns Policy for more information.
Once your refund has been processed it can take up to 6 working days to return to your account or card. Payments will be credited against the original card holder’s payment details where possible.
In order to access your account with us online, you will need a login for this. We have set-up some customers already who have received this information to the email address linked with their accounts, and they can login straight away.
If you haven’t received an email from us, you can fill in this form and we’ll convert your branch account for use online, giving you the convenience of accessing your previous invoices and statements whenever you’d like, and more.
We have different account types to suit different customers. Please check out our new accounts page to work out which type of account meets your needs.
We’ll notify you by email as soon as you’re all set up.
For further information and video guides on how to use your online account, check out our FAQ’s on how to access your trade account online.